Questions come up. Be there when they do. Deliver meaningful customer service experiences to grow customer value, improve team efficiency, and reduce costs.
Not meeting your customers’ expectations? They’ll find a competitor that will. According to Zendesk, customer service can make or break a business…
%
of customers will switch to a competitor after more than one bad experience
3/
of customers say good customer service is key to their continued loyalty
“
We use Drift to provide differentiated experiences for both customers and prospects. Current customers want to reach out to us to create a support ticket, and we didn’t want to misdirect them to our sales team.
We realized we could give them options: we can lead with support resources, but also leave the door open for up-sell conversations with sales too.
Dan Ahmadi
VP of International Marketing & Demand Generation at Branch
Explore Features
REAL-TIME DASHBOARD
Provides team availability, conversation data, and teammate performance to help leaders manage their teams in real-time to improve the customer experience.
AI BOT DEFLECTION
Find an answer quickly any time, day or night, via deflection bots that search knowledge base articles, answer questions and create tickets.
LIVE CHAT
Agents can answer customers’ questions in real-time or follow-up from a ticket.
CUSTOM CHATBOTS
Customize greeting, conversations and routing based on specifc audience segments.
REPORTING
Historical data at the team and individual level, including CSAT, Deflection, time to response and more.
RESPONSE TIMER
See how much time has elapsed since the visitor’s last message.
ESTIMATED WAIT TIME
Set an appropriate expectation, directly in the chat window, about when an agent can join the conversation.
Support Your Support Teams
Automatically deflect simple support questions from your service team so they can focus on your highest priority customers. Drift’s custom chatbot leverages Salesforce and Zendesk knowledge base articles directly in chat, so your customers can answer their own questions.
Having a unified tool for sales, marketing, and service was definitely important for us. It’s the same website. People are going from page to page, so separating that out into two different tools was really not something we even considered. It was an easy step to work within the same platform.
Katelyn Price
Manager, Lifecycle and Customer Marketing, 1Password
see Your CSAT Grow
Empower customers to find answers on their own and automatically create support tickets or loop in live service reps for high-priority requests.
Get a 360 View on Customers
Gain a deeper understanding of your customer – from who they are to their relationship with you – to serve them quickly and in a personalized way.