{"id":111258,"date":"2024-01-16T12:41:39","date_gmt":"2024-01-16T17:41:39","guid":{"rendered":"https:\/\/www.drift.com\/?post_type=books&#038;p=111258"},"modified":"2024-01-18T13:40:42","modified_gmt":"2024-01-18T18:40:42","slug":"conversation-trends-report","status":"publish","type":"books","link":"https:\/\/www.drift.com\/books-reports\/conversation-trends-report\/","title":{"rendered":"Conversation Trends Report"},"author":362,"featured_media":111298,"parent":0,"menu_order":0,"template":"template-conversation-trends.php","format":"standard","acf":{"image_lottie":{"image":false,"lottie":false},"image_lottie_hero":{"image":false,"lottie":false},"pagination_dot_color":"#3F0FFF","background":{"background_color":"indigo","background_image":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-BG-Image_Dark.png"},"content":"<p>Drift customers talk a lot. Here\u2019s what we learned about the B2B buyer by analyzing the 30M+ conversations that happened in Drift this year.<br \/>\n&nbsp;&nbsp;&nbsp;<\/p>\n<div class=\"single--books-main-sidebar-chapters cursor-hover\">\n<h4 class=\"key\" class=\"cursor-hover\">Key Findings<\/h4>\n<div class=\"single--books-main-sidebar-chapters-item cursor-hover\">\n            <a class=\"chapters pointer-hover chapter-default-gray\" href=\"#grateful\">B2B buyers are grateful for digital conversations<\/a>\n          <\/div>\n<div class=\"single--books-main-sidebar-chapters-item cursor-hover\">\n            <a class=\"chapters pointer-hover chapter-default-gray\" href=\"#expectations\">B2B buyers have high expectations about the online buying experience        <\/a>\n          <\/div>\n<div class=\"single--books-main-sidebar-chapters-item cursor-hover\">\n            <a class=\"chapters pointer-hover chapter-default-gray\" href=\"#purpose\">B2B buyers come to your website with a purpose   <\/a>\n          <\/div>\n<\/p><\/div>\n<div class=\"social-share\">\n<ul class=\"is-horizontal\">\n<a class=\"button cyan viewport-animate animate__animated animate__fadeIn pointer-hover\" data-animation=\"animate__fadeIn\" style=\"\n    margin-top: 17px;\n    margin-right: 19px;\n    padding: 12px 25px;\" target=\"\" href=\"#2023-conversations-trends-report\">Download report<\/a><\/p>\n<li class=\"cursor-hover\">\n      <a target=\"_blank\" href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.drift.com\/books-reports\/conversations-trends-report\/\"><br \/>\n        <svg class=\"pointer-hover\" width=\"40\" height=\"40\" viewBox=\"0 0 32 32\" fill=\"#3F0FFF\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<circle cx=\"16\" cy=\"16\" r=\"16\" fill=\"#3F0FFF\" class=\"pointer-hover\"><\/circle>\n<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M24.0001 23.6464H20.5704V18.1271C20.5704 16.7401 20.0742 15.7928 18.8318 15.7928C17.8855 15.7928 17.3206 16.4336 17.0724 17.049C16.9813 17.2695 16.9592 17.5742 16.9592 17.8848V23.6464H13.5302C13.5302 23.6464 13.5741 14.2967 13.5302 13.3297H16.9592V14.7913C17.4161 14.0859 18.2303 13.0878 20.051 13.0878C22.3066 13.0878 24.0001 14.5607 24.0001 17.7302V23.6464ZM9.91698 11.92H9.89455C8.74396 11.92 8.00026 11.1269 8.00026 10.1368C8.00026 9.12496 8.76743 8.35365 9.93941 8.35365C11.1131 8.35365 11.8358 9.12496 11.8572 10.1368C11.8572 11.1269 11.1131 11.92 9.91698 11.92ZM8.20215 23.6464H11.6329V13.3297H8.20215V23.6464ZM0 16.0002C0 24.8377 7.16303 32 15.9998 32C24.8359 32 32 24.8377 32 16.0002C32 7.16407 24.8359 0 15.9998 0C7.16303 0 0 7.16407 0 16.0002Z\" fill=\"#FFF\" class=\"pointer-hover\"><\/path>\n<\/svg>      <\/a>\n    <\/li>\n<li>\n      <a target=\"_blank\" href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.drift.com\/books-reports\/conversations-trends-report\/\" class=\"pointer-hover\"><br \/>\n        <svg class=\"pointer-hover\" width=\"40\" height=\"40\" viewBox=\"0 0 32 32\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<circle cx=\"16\" cy=\"16\" r=\"16\" fill=\"#3F0FFF\" class=\"pointer-hover\"><\/circle>\n<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M19.4278 16.0057H17.1856V23.9997H13.8633V16.0057H12.283V13.1813H13.8633V11.3537C13.8633 10.045 14.4845 7.99991 17.2156 7.99991L19.6769 8.00958V10.7518H17.8907C17.5994 10.7518 17.1856 10.896 17.1856 11.5214V13.1813H19.7187L19.4278 16.0057ZM15.9998 0C7.16407 0 0 7.16407 0 15.9998C0 24.8377 7.16407 32 15.9998 32C24.837 32 32 24.8377 32 15.9998C32 7.16407 24.837 0 15.9998 0Z\" fill=\"#FFF\" class=\"pointer-hover\"><\/path>\n<\/svg>      <\/a>\n    <\/li>\n<li>\n      <a href=\"mailto:?subject=&amp;body=https:\/\/www.drift.com\/books-reports\/conversations-trends-report\/\"><br \/>\n        <svg class=\"\" width=\"40\" height=\"40\" viewBox=\"0 0 32 32\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<circle cx=\"16\" cy=\"16\" r=\"16\" fill=\"#FFF\"><\/circle>\n<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.0667 16.6006L8.05732 10.1831H24.076L16.0667 16.6006ZM7 22.0688V11.0223L15.652 17.9556C15.8944 18.1487 16.2389 18.1487 16.4813 17.9556L25.1333 11.0223V22.0688H7Z\" fill=\"#3F0FFF\"><\/path>\n<\/svg>      <\/a>\n    <\/li>\n<\/ul><\/div>\n","cta":{"cta":{"link":"","button_style":"cyan","link_wistia_id":"","link_two":"","button_style_two":"cyan","link_two_wistia_id":""}},"components":[{"acf_fc_layout":"code","component_id":"","content":"<style>@media (max-width: 770px){\r\n\t.two-right{\r\n\t\tpadding-top: 20px;\r\n\t}\r\n}\r\n@media (max-width: 1200px), (max-height: 600px){\r\n\t.conversation-trends-main{\r\n\t\twidth: 100%;\r\n\t\tposition: relative;\r\n\t\theight: auto;\r\n\t\tpadding: 135px 15px 75px;\r\n\t\ttop: 0;\r\n\t}\r\n\t.bg-indigo{\r\n\t\tmargin-top: -65px !important;\r\n\t}\r\n}\r\n@media (max-width: 1200px) {\r\n\t.conversation-trends p {\r\n\t\tpadding: 0px;\r\n\t}\r\n\t.conversation-trends-content-main{\r\n\t\tpadding: 5vh 5vw 1vh 3vw 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none !important;\r\n}\r\nh3 {\r\n\tfont-weight: 900;\r\n}\r\n.fp-scrollable.fp-responsive .fp-is-overflow.fp-section:not(.fp-auto-height):not([data-percentage]),fp-scrollable .fp-section:not(.fp-auto-height):not([data-percentage]),.fp-scrollable .fp-slide:not(.fp-auto-height):not([data-percentage]) {\r\n\tmin-height: 100% !important;\r\n}\r\n.m45--two-col-text.bg-black {\r\n\tpadding-top: 71px;\r\n\tpadding-bottom: calc(145px - 3rem);\r\n}\r\n.bg-magenta, .bg-yellow, .bg-cyan {\r\n\tpadding: 25px 0px 66px;\r\n\tmargin: -3px 0px 0px;\r\n\tbackground: white !important;\r\n}\r\n.m45--two-col-text.black h2 span {\r\n\tcolor: #111;\r\n\tfont-style: italic;\r\n}\r\nh4 {\r\n\tfont-style: normal;\r\n\tfont-weight: 600;\r\n\tfont-size: 3rem !important;\r\n\tline-height: 90%;\r\n\tletter-spacing: -0.678571px;\r\n}\r\n.bg-indigo {\r\n\tbackground-repeat: no-repeat;\r\n}\r\n<\/style>\r\n\r\n<div class=\"m45--two-col-text bg-black cursor-hover\">\r\n<div class=\"conversation-trends-content-main intro\">\r\n<div class=\"row cursor-hover\">\r\n<div class=\"col-12 col-md-10\">\r\n<h2 class=\"viewport-animate animate__animated animate__fadeInDown cursor-hover\" data-animation=\"animate__fadeInDown\">What a year it\u2019s been for <span>conversations!<\/span>\u00a0<\/h2>\r\n<\/div>\r\n<div class=\"m45--two-col-text-column col-12\">\r\n<div class=\"m45--two-col-text-column-content\">\r\n<p>In the past year, the commercialization of artificial intelligence (AI) transformed the way site visitors interact with brands online. Simultaneously, buyer expectations for personalization skyrocketed, and, when it came to converting site visitors into buyers, the need for speed prevailed. Needless to say, 2023 was the year for redefining what Conversational Marketing means to buyers \u2014 and what it should look like for businesses in the future. <br \/><br \/> But we\u2019re not here to tell you these things anecdotally. We\u2019ve got the data to prove it. To discover how B2B buyers interacted with businesses in 2023, we looked into the over 30 million conversations that took place within all instances of Drift \u2014 both our customers\u2019 and our own \u2014 during the past year. And what we found confirmed what many businesses have begun to suspect: <br \/><br \/><strong>Today, B2B buyers expect individualized website experiences, and your company\u2019s ability to deliver on that expectation is what will make or break the sale.<\/strong><\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div id=\"methodology\" class=\"conversation-trends-content section not-intro full-height bg-\">\r\n<div class=\"fp-overflow\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>WHAT BETTER WAY TO GET TO KNOW B2B BUYERS THAN BY TALKING TO THEM DIRECTLY?<\/h2>\r\n<div class=\"content\">\r\n<p>While we didn\u2019t personally hold 30 million conversations this year, we did run our Conversational AI base model across every single Drift conversation. This base model comes trained on two billion B2B conversations out of the box, which helps it understand the most common topics users bring up in chat. By running the base model across all the conversations, our AI was able to categorize each conversation into one of the base model topics. From this data, our product team was able to look at the most common topics brought up in conversations and compare that to data from 2022. <br \/><br \/> We also tapped our business operations team to look at what types of playbooks converted the best, what time of day was most popular for conversations, and which pages saw the most chat activity during 2023.<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div id=\"grateful\">\u00a0<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Grateful-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg-\">\r\n<div class=\"fp-overflow\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>B2B BUYERS ARE GRATEFUL FOR DIGITAL CONVERSATIONS<\/h2>\r\n<div class=\"content\">\r\n<p>From 2022 to 2023, the number of times buyers expressed gratitude through chat <strong>nearly doubled.<\/strong> This included things like site visitors saying \u201cThank you\u201d and \u201cI appreciate it.\u201d<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/US-Full-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg-\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>AND THEY EXPRESSED THIS GRATITUDE ALL DAY LONG\u2026<\/h2>\r\n<div class=\"content\">\r\n<p>After analyzing all of the conversations within Drift\u2019s East Coast customer base, we found that, while the majority of conversations still take place between 9 AM and 5 PM EST, an additional <strong>39%<\/strong> of all conversations happened outside of normal business hours. <br \/><br \/> Not to mention that, of these East Coast conversations, <strong>41%<\/strong> of all meetings booked through Drift happened outside of 9 to 5.<\/p>\r\n<div class=\"icon-with-text cursor-hover\"><img class=\"icon\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Drift-Icon.png\" alt=\"Icon\" \/>\r\n<p>Stat Highlight<\/p>\r\n<\/div>\r\n<div class=\"container-stat cursor-hover\">\r\n<div class=\"stat-number yellow cursor-hover\"><!-- Large text on the left -->\r\n<h2>39%<\/h2>\r\n<\/div>\r\n<div class=\"stat-text cursor-hover\"><!-- Text on the right -->\r\n<p>of all conversations happened outside of normal business hours.<\/p>\r\n<\/div>\r\n<\/div>\r\n<div class=\"container-stat cursor-hover\">\r\n<div class=\"stat-number cyan cursor-hover\"><!-- Large text on the left -->\r\n<h2>41%<\/h2>\r\n<\/div>\r\n<div class=\"stat-text cursor-hover\"><!-- Text on the right -->\r\n<p>of all meetings booked through Drift happened outside of 9 to 5.<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Web-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg-\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>ON ANY PAGE THEY WISHED...<\/h2>\r\n<div class=\"content\">\r\n<p>Conversations took place on nearly every website page in 2023, and while site visitors were most likely to convert on a high-intent page like the pricing page or a demo page, still <strong>59%<\/strong> of all sourced opportunities came from other URLs.<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Language-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg- fp-section fp-table fp-is-overflow fp-completely\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>IN WHICHEVER LANGUAGE THEY PREFERRED.<\/h2>\r\n<div class=\"content\">\r\n<p>Both the number of requests to change languages during a bot conversation and attempts to speak to the bot in a different language <strong>doubled<\/strong> over the past year.<\/p>\r\n<div class=\"icon-with-text cursor-hover\"><img class=\"icon\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Drift-Icon.png\" alt=\"Icon\" \/>\r\n<p>Stat Highlight<\/p>\r\n<\/div>\r\n<div class=\"container-stat\">\r\n<div class=\"stat-number magenta\"><!-- Large text on the left -->\r\n<h2>2X<\/h2>\r\n<\/div>\r\n<div class=\"stat-text\"><!-- Text on the right -->\r\n<p>Attempts to speak to the bot in a different language doubled over the past year.<\/p>\r\n<\/div>\r\n<\/div>\r\n<br \/><br \/>\r\n<p style=\"font-style: italic;\">Note: Drift\u2019s bots currently support 29 different languages. See the full list <a href=\"https:\/\/gethelp.drift.com\/s\/article\/Language-Support-in-Drift\">here.<\/a><\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div id=\"expectations\">\u00a0<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Expectation-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg-\">\r\n<div class=\"fp-overflow\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>B2B Buyers Have HIGH EXPECTATIONS About the Online Buying Experience<\/h2>\r\n<div class=\"content\">\r\n<p>In 2023, the amount of customer feedback submitted through Drift increased <strong>2.5x<\/strong>. But buyers won\u2019t wait around to tell you their thoughts\u2026 <br \/><br \/> We found that live agents who responded within <strong>2 minutes<\/strong> of a site visitor engaging with a chatbot saw the highest chance of booking a meeting. <br \/><br \/> Agents who waited <strong>5 minutes<\/strong> to respond increased the risk of site visitors leaving by 10x.<br \/><br \/> Agents who waited <strong>10 minutes<\/strong> to respond increased that risk by <strong>100x<\/strong>.<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Click-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg- fp-section fp-table fp-is-overflow fp-completely\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>AND THEY\u2019LL USE THE COMMUNICATION METHOD THAT IS MOST CONVENIENT FOR THEM\u2026<\/h2>\r\n<div class=\"content\">\r\n<p>During a bot conversation, when given the option to click a pre-programmed button response or type in their own response, site visitors were nearly split down the middle. In conversations where both options were presented, <strong>53%<\/strong> of site visitors chose a button response while <strong>47%<\/strong> chose the open-text option.<\/p>\r\n<div class=\"icon-with-text cursor-hover\"><img class=\"icon\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Drift-Icon.png\" alt=\"Icon\" \/>\r\n<p>Stat Highlight<\/p>\r\n<\/div>\r\n<div class=\"container-stat cursor-hover\">\r\n<div class=\"stat-number yellow cursor-hover\"><!-- Large text on the left -->\r\n<h2>53%<\/h2>\r\n<\/div>\r\n<div class=\"stat-text cursor-hover\"><!-- Text on the right -->\r\n<p>of site visitors chose a button response<\/p>\r\n<\/div>\r\n<\/div>\r\n<div class=\"container-stat cursor-hover\">\r\n<div class=\"stat-number cyan cursor-hover\"><!-- Large text on the left -->\r\n<h2>47%<\/h2>\r\n<\/div>\r\n<div class=\"stat-text cursor-hover\"><!-- Text on the right -->\r\n<p>chose the open-text option<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Human-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg- fp-section fp-table fp-is-overflow fp-completely\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>THOUGH IDEALLY, THEY WANT TO TALK TO A HUMAN.<\/h2>\r\n<div class=\"content\">\r\n<p>From 2022 to 2023, the number of requests to speak to a human increased <strong>2.5x<\/strong>.<\/p>\r\n<div class=\"icon-with-text cursor-hover\"><img class=\"icon\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Drift-Icon.png\" alt=\"Icon\" \/>\r\n<p>Stat Highlight<\/p>\r\n<\/div>\r\n<div class=\"container-stat cursor-hover\">\r\n<div class=\"stat-number magenta cursor-hover\"><!-- Large text on the left -->\r\n<h2>2.5X<\/h2>\r\n<\/div>\r\n<div class=\"stat-text cursor-hover\"><!-- Text on the right -->\r\n<p>increase in the number of requests to speak to a human from 2022 to 2023<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div id=\"purpose\">\u00a0<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Purposes-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg-\">\r\n<div class=\"fp-overflow\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>B2B BUYERS COME TO YOUR WEBSITE WITH A Purpose...<\/h2>\r\n<div class=\"content\">\r\n<p>In 2023, the number of people who \u201cjust tested bots\u201d decreased by <strong>4x<\/strong> when compared to 2022. At the same time, the number of people who submitted support, billing, meeting, demo, or pricing questions through the bot <strong>doubled<\/strong> across every category.<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Intent-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg- fp-section fp-table fp-is-overflow fp-completely\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>And they expect you to understand their purpose\u2026<\/h2>\r\n<p>Site visitors who sent a high-intent message within their bot conversation proved <strong>5x more likely<\/strong> to convert into an opportunity than those who sent low-intent messages.<\/p>\r\n<br \/><br \/>\r\n<div class=\"row\">\r\n<div class=\"m45--two-col-text-column col-12 col-md-6\">\r\n<div class=\"m45--two-col-text-column-title\">\r\n<p><strong>2023 Top 3 High-Intent Messages <\/strong><\/p>\r\n<\/div>\r\n<div class=\"m45--two-col-text-column-content\">\r\n<ul>\r\n<li>Demo request<\/li>\r\n<li>Can you email me?<\/li>\r\n<li>We\u2019re currently using a competitor.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"m45--two-col-text-column col-12 col-md-6 two-right\">\r\n<div class=\"m45--two-col-text-column-title\">\r\n<p><strong>2023 Top 3 Low-Intent Messages<\/strong><\/p>\r\n<\/div>\r\n<div class=\"m45--two-col-text-column-content\">\r\n<ul>\r\n<li>Support request (from an existing customer)<\/li>\r\n<li>Just browsing.<\/li>\r\n<li>General support request<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"content\"><br \/><br \/>\r\n<p>And when Drift customers created playbooks that acknowledged this intent, the conversions continued to increase. In 2023, high-intent playbooks booked <strong>2x<\/strong> the amount of meetings and sourced <strong>3x<\/strong> more opportunities than all other playbooks.<\/p>\r\n<div class=\"icon-with-text cursor-hover\"><img class=\"icon\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Drift-Icon.png\" alt=\"Icon\" \/>\r\n<p>Stat Highlight<\/p>\r\n<\/div>\r\n<div class=\"container-stat\">\r\n<div class=\"stat-number magenta\"><!-- Large text on the left -->\r\n<h2>5X<\/h2>\r\n<\/div>\r\n<div class=\"stat-text\"><!-- Text on the right -->\r\n<p>Site visitors who sent a high-intent message within their bot conversation proved 5x more likely to convert.<\/p>\r\n<\/div>\r\n<\/div>\r\n<p style=\"font-style: italic;\">Note: For the purpose of this research, a high-intent playbook refers to a pricing page playbook, a second net playbook, or a skip the form playbook. You can learn more about the different types of Drift playbooks in our <a href=\"\r\nhttp:\/\/drift.com\/books-reports\/conversational-marketing-blueprint\">Conversational Marketing Blueprint.<\/a><\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Fastlane-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg- fp-section fp-table fp-is-overflow fp-completely\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>AND MAKE IT EASY FOR THEM TO ACHIEVE IT.<\/h2>\r\n<div class=\"content\">\r\n<p><a href=\"https:\/\/www.drift.com\/platform\/fastlane\/\">Fastlane<\/a> is a Drift feature built to streamline the booking meeting process. When a site visitor fills out a form on a website, Fastlane pops up to allow that site visitor to either chat immediately with a rep or book a time for later. <br \/><br \/> When presented with Fastlane as an option, <strong>26-41%<\/strong> of all form fillers chose to interact with it.<\/p>\r\n<div class=\"icon-with-text cursor-hover\"><img class=\"icon\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Drift-Icon.png\" alt=\"Icon\" \/>\r\n<p>Stat Highlight<\/p>\r\n<\/div>\r\n<div class=\"container-stat\">\r\n<div class=\"stat-number magenta\"><!-- Large text on the left -->\r\n<h2>26-41%<\/h2>\r\n<\/div>\r\n<div class=\"stat-text\"><!-- Text on the right -->\r\n<p>When presented with Fastlane as an option, 26-41% of all form fillers chose to interact with it.<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<p><img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Engage-Banner.png\" alt=\"\" \/><\/p>\r\n<div class=\"conversation-trends-content section not-intro full-height bg- fp-section fp-table fp-is-overflow fp-completely\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>NOT ALL INTENT SIGNALS ARE CREATED EQUAL<\/h2>\r\n<div class=\"content\">\r\n<p>So, cater your website experience accordingly. <br \/><br \/> B2B buyers come to your website with a specific goal in mind, and they expect you to make it easy for them to achieve it. When you deliver on this expectation, they\u2019re more likely to spend more time with your brand. <br \/><br \/> The easiest way to understand your buyer\u2019s intent is by leveraging AI-powered intent tools like <a href=\"https:\/\/www.drift.com\/engage\/\">Drift Engage<\/a>. Drift Engage scores your site visitors\u2019 intent in real time and uses it to automatically trigger the most relevant playbook \u2014 even to those site visitors who are 100% anonymous. In doing so, Drift Engage helps you make sure that you\u2019re giving each site visitor the most relevant experience, so they can get to their goals faster. <br \/><br \/> <a href=\"https:\/\/www.drift.com\/webinars\/skyrocket-your-conversion-rate-with-drift-engage\/\">Watch our webinar<\/a> to find out how Drift Engage can work for businesses just like yours.<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<img class=\"attachment-full size-full lazy entered loaded cursor-hover\" style=\"margin-top: 30px; border-bottom: solid black 2px;\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Thoughts-Banner-1.png\" alt=\"\" \/>\r\n<div class=\"conversation-trends-content section not-intro full-height bg- fp-section fp-table fp-is-overflow fp-completely\">\r\n<div class=\"fp-overflow\" tabindex=\"-1\">\r\n<div class=\"conversation-trends-content-main not-intro cursor-hover\">\r\n<h2>FINAL THOUGHTS<\/h2>\r\n<div class=\"content\">\r\n<p>Not too long ago, companies were often left in the dark when it came to knowing what their buyers expected from them. But, thanks to AI, there\u2019s no longer a need to guess. <br \/><br \/> After analyzing every Drift conversation from the past year, it\u2019s clear that B2B buyers crave digital buying experiences that get them what they need, when they need it. Buyers also want to be heard, and they want to see their feedback incorporated into the buying process. <br \/><br \/> These are some pretty high expectations \u2014 expectations that can only be met with the help of AI. Because only by leveraging AI to listen to your buyers\u2019 needs and streamline your buying process will you be able to deliver the individualized website experiences that your buyers expect, without burning out your team. <br \/><br \/> The data is clear: <strong>The future of Conversational Marketing is inspired by humans and powered by AI.<\/strong> <br \/><br \/><\/p>\r\n<p>To help you dive into the future of Conversational Marketing, we went a step further in our research by taking a look into the highest-performing Drift playbooks of 2023 and finding out what made them tick. You can access those best practices <a href=\"http:\/\/www.drift.com\/blog\/conversational-marketing-best-practices-2024\">here.<\/a><\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"m12--cta bg-black cursor-hover\" style=\"margin-top: 50px;\">\r\n<div class=\"content-left\">\r\n<div class=\"container\">\r\n<div class=\"row\">\r\n<div class=\"m12--cta-content col-12 col-lg-10 offset-lg-1\">\r\n<h2 class=\"viewport-animate animate__animated animate__fadeInDown\" data-animation=\"animate__fadeInDown\">WORK SMARTER, NOT HARDER<\/h2>\r\n<div class=\"text-large viewport-animate animate__animated animate__fadeInDown\" data-animation=\"animate__fadeInDown\">\r\n<p>Ready to deliver on your buyers\u2019 expectations now and into the future? Learn how Drift can help you stay at the top of your game.<\/p>\r\n<\/div>\r\n<div class=\"m12--cta-cta col-12 col-lg-8 viewport-animate animate__animated animate__fadeInUp\" data-animation=\"animate__fadeInUp\">\r\n<div class=\"cta-links-wrapper d-flex align-items-start align-items-md-center cursor-hover\"><a class=\"button cyan viewport-animate animate__animated animate__fadeIn\" href=\"#2023-conversations-trends-report\" target=\"\" data-animation=\"animate__fadeIn\">Download report<\/a> <a class=\"button white viewport-animate animate__animated animate__fadeIn pointer-hover\" href=\"#getademo\" target=\"\" data-animation=\"animate__fadeIn\">Get a Demo<\/a><\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>"}],"internal_page_name":"","custom_css_file_name":"","include_intellimize":[],"include_intellimize_async":false,"inject_into_header":"","hero_title":"Conversation Trends Report","books_super_index":{"cover":{"ID":111298,"id":111298,"title":"Trends Report Unfurl","filename":"Trends-Report-Unfurl.png","filesize":3086826,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl.png","alt":"","author":"362","description":"","caption":"","name":"wp-attachment-trends-report-unfurl","status":"inherit","uploaded_to":111258,"date":"2024-01-16 15:55:07","modified":"2024-01-16 15:55:07","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":2401,"height":1254,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl.png","medium-width":2401,"medium-height":1254,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl.png","medium_large-width":768,"medium_large-height":401,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl.png","large-width":2401,"large-height":1254,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-1536x802.png","1536x1536-width":1536,"1536x1536-height":802,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-2048x1070.png","2048x2048-width":2048,"2048x2048-height":1070,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Trends-Report-Unfurl-300x300.png","profile_300-width":300,"profile_300-height":300}},"description":"","footer":"Drift customers talk a lot. Here\u2019s what we learned about the B2B buyer."}},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v20.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Conversation Trends Report | Drift<\/title>\n<meta name=\"description\" content=\"Drift customers talk a lot. Here\u2019s what we learned about the B2B buyer by analyzing the 30M+ conversations that happened in Drift this year.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.drift.com\/books-reports\/conversation-trends-report\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Conversation Trends Report | Drift\" \/>\n<meta property=\"og:description\" content=\"Drift customers talk a lot. 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