CUSTOMER SERVICE FOR A DIGITAL-FIRST WORLD

Questions come up. Be there when they do. Deliver meaningful customer service experiences to grow customer value, improve team efficiency, and reduce costs.

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EXPERIENCE MATTERS MORE THAN EVER

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

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.

WEBHOOKS

Give customers the ability to perform self-service actions, like account creation, order lookup, and shipment status, directly in chat by connecting with systems outside of Drift.

CUSTOM CHATBOTS

Customize greeting, conversations and routing based on specific 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 connects to your knowledge base and tech stack to give customers immediate answers, 24/7.

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“

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

Give customers the positive and immediate support experience they’re looking for. With Drift, customers can find answers on their own, automatically create support tickets, and connect to live service reps.

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