Revolutionizing Customer Experience: A Case Study on Matthews Australasia and Drift

Matthews Australasia, a leader in intelligent product identification, product inspection, and software traceability solutions, was facing a significant challenge with their outdated and inefficient customer support system. Their support chat was overburdened due to the lack of automation, requiring a team of three to constantly manage incoming customer chats and phone calls. The existing system was limited to simplistic conversations, which meant customers had to know exactly what they needed and couldn't engage in meaningful conversations. The system was also very resource-dependent and manual, offering no visibility into website activity, visitor information, or customer needs. Matthews Australasia was in dire need of a solution that could provide a better experience for both their team and their customers, and elevate their efforts to new heights.

Matthews Australasia is a leading company in intelligent product identification, product inspection, and software traceability solutions. They were struggling with an outdated and inefficient customer support system that was overburdened and offered no visibility into website activity or customer needs. The company was in need of a solution that could provide a better experience for both their team and their customers. They were ready for a solution that could elevate their efforts to new heights and provide a more efficient process. Matthews Australasia is a forward-thinking company that values innovation and customer experience, and they were looking for a solution that could align with these values.