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Park Place Technologies, a provider of proactive and predictive data center support and maintenance, was facing a challenge with their live chat system. The live chat was only available during certain hours, which meant they were missing out on potential conversations with prospects in different time zones. Additionally, they were unable to engage visitors who used their End of Service Life (EOSL) library page as a reference resource and then left the site without any interaction. The company needed a solution that could engage prospects 24/7, tap into new lead sources, and improve the speed of lead to opportunity and lead to close.

Employment Hero, a rapidly growing startup based in Sydney, Australia, was faced with the challenge of providing an exceptional customer experience. The company, which offers a suite of powerful employment tools to over 80,000 businesses worldwide, wanted to engage buyers on their terms. They used digital marketing strategies to attract prospects to their website, but they needed a way to interact with these prospects once they were on the site. They wanted to be fully aware of the customer's location, activities, buying stage, and preferred engagement channel. The challenge was to find a solution that would allow them to engage with customers in real time, track and monitor their behavior on the site, and make the sales cycle more efficient.

State Street Global Advisors (SSGA), the investment management division of State Street Corporation, faced a significant challenge in adapting to the digital transformation demanded by their clients. Traditionally, SSGA relied heavily on in-person interactions to sell their services. However, they realized that their clients were increasingly seeking a digital experience where they could conduct their own research, ask questions on their terms, and make most of their purchases digitally. This shift was further accelerated by the COVID-19 pandemic, which made video and live chat the primary channels for interaction and sales, while in-person meetings and related sales activities declined sharply. SSGA needed a software solution to support this digital transformation and meet their clients' changing needs.

1Password, a data protection company, partnered with Drift in 2022 to enhance their marketing and sales meetings. However, they realized the potential to use Drift's unified platform to improve their customer support experience and make their service agents' work more efficient. The primary goal was to reduce first response times and resolution times for customer support. Previously, they had used chat, but it lacked deflection or logic, leading to a subpar experience for both website visitors and the 1Password team. They wanted to create an exceptional customer and user experience without separating their sales, marketing, and service tools.

Bottomline Technologies, a New Hampshire-based company, offers a broad array of innovative payments, fraud detection, and regulatory compliance solutions to thousands of customers worldwide. However, the company faced a significant challenge in guiding potential customers through their website. With 37 different products and more than 10,000 customers, the website attracted visitors from all over the world. However, the complexity of the site often led to a convoluted journey for the visitors, resulting in missed opportunities. The company's Digital Marketing team sought a solution that would provide a more direct, relevant, and seamless web experience for both current and potential customers.

Branch, a leading provider of mobile linking and measurement platforms, was facing a significant challenge in converting their website traffic into leads. Despite having a healthy amount of organic traffic and mature website pages, not all of their site pages were optimized for conversion. The company was successful in attracting prospects to their site, but struggled to encourage them to take the next step. Additionally, Branch had specific qualification criteria for their enterprise product and needed a tool to automate this process. They wanted to leverage the logic and filtering criteria within a tool to simplify the qualification process for their prospects. The goal was to have the qualification happen automatically before suggesting a conversation about an enterprise plan.

Brandwatch, a leading enterprise social suite, was facing a challenge in 2018. The company was seeking new ways to engage with and convert website visitors on a global scale. They understood that their customer base had diverse preferences when it came to engagement. Some customers preferred forms, others wanted immediate human interaction, while some favored automated chatbots. Therefore, Brandwatch needed a flexible solution that could cater to all these preferences. They were already using Intercom as an in-app help solution, but they needed a solution that was more suited to their website.

In 2019, EAB, a trusted partner to education institutions and corporations, acquired YouVisit, a virtual tour platform and existing Drift customer. With Drift now at their disposal, EAB saw an opportunity to experiment with chat. Initially, they used Drift only to generate demo requests, but they knew there was potential to tap into additional Drift features to scale the impact. They wanted to provide website visitors with fast, frictionless experiences. As site visitors started using the Drift chatbot for inquiries beyond YouVisit, EAB realized there was an opportunity to generate demo requests and commercial conversations for their other lines of business. However, they were hesitant about upgrading to AI due to its unfamiliar territory.

Emerson, a global technology, software, and engineering company, faced a challenge in elevating its digital engagement with customers and prospects. The company, which already had millions of web visits annually, wanted to improve the customer experience and connect customers with subject matter experts more efficiently. The goal was to reduce the time it takes for customers to get their needs met, replace form fills, capture intent, and deliver high-value leads directly to their product experts. Initially, Emerson used a simple web-based calendaring solution, but scalability was a problem given the company’s size, personnel depth, and geographic diversity. They needed a solution that could provide artificial intelligence with chat capabilities, which their previous tool lacked. Furthermore, Emerson required a globally scalable solution that would consider customer intent and a partner that could support them without adding headcount.

Gigamon, a network visibility and monitoring solution provider, faced a significant challenge in quickly and effectively communicating their complex services to website visitors. The company's Senior Director of Global Digital Experience, Heather Alter, noted that if visitors did not understand what Gigamon did, they would likely leave and go to a competitor. The company needed to engage in the right conversations to help people understand their services quickly. The challenge was to find a solution that would not only educate and engage buyers but also be strategic and quickly influence time to pipeline. Gigamon's sales business development team had previously used Drift at other companies and knew it was best in class, making it the top contender for their needs.

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.

Monarch Institute, a nationally accredited education provider based in Australia, faced a complex challenge. The education they provide is a complex product, and prospective students often struggle to understand government funding and eligibility criteria that vary from state to state. The institute needed a tool that could help students navigate their diverse needs in a frictionless way, even during off hours. The CEO, Nick Chapman, began looking for a chat solution that could provide a seamless experience for their students, replicating the same level of service they would receive during regular hours.

Pantheon, a leading WebOps platform, was facing challenges in evolving its marketing strategy to keep up with its rapid growth and changing needs. The team was in search of a tool that could handle advanced marketing functions such as seamless handoffs between long-term conversations, precise audience targeting, and data integration. They were using Intercom, but it was not fulfilling all their needs. Additionally, Pantheon wanted to create more engaging automated experiences on their website to offload person-to-person interactions. They saw a great deal of potential in this approach, but they needed a solution that could help them create the self-service experiences they were aiming for.

Pipefy, a low-code business process automation platform, was facing challenges in bolstering their lead generation activities. Despite having a rapidly growing platform since its inception in 2015, the company was looking to automate as much of their internal processes as possible to make the jobs of their sales team easier. They were in need of a platform that would not only maximize the number of leads engaging with their sales reps but also facilitate successful collaboration between marketing and sales. The ideal solution would also create a superior buyer experience for website visitors, prevent emails from getting lost in inboxes, boost follow-up times, and create a channel to engage buyers on their terms.

Proofpoint, a global leader in cybersecurity and compliance solutions, faced a significant challenge in enhancing its buyer experience to match its high customer satisfaction and renewal rates. The company aimed to drive more traffic to their site and create a better buying experience for their visitors. However, their existing chat solution offered little visibility into site traffic and lacked integration with their existing sales and marketing platforms. This made it impossible for them to operationalize, scale, or enable chat across all of their regions. They needed a solution that could deliver a friction-free and highly relevant buyer experience, improve response times, filter and route traffic quickly and accurately, and increase sales efficiency by integrating with existing platforms and automating previously manual tasks.

Quadient, a company that provides intelligent communication automation, parcel locker solutions, and smart mailing and shipping solutions, was facing a challenge in generating more engagement and prospects. They identified the need for digital transformation to meet their customers' expectations and increase engagement with potential customers. The team was also looking for an efficient solution to effectively route support queries. They wanted to move forward into the 21st century and explore new ways of engaging with their existing customers while also trying to increase engagement with their prospects. The idea of a chatbot made sense to them based on their customers and their expectations.

In 2021, Roland DG, a global manufacturing leader, identified two key challenges that led them to consider an automated conversational solution in EMEA. Firstly, they observed that customers wanted to interact with them on their own terms, not just when their team was available. Secondly, they noticed that while many companies across various industries were using chatbots to directly engage their website visitors, manufacturing companies were yet to catch up with this trend. Recognizing these challenges, Roland DG began exploring various chat providers to guide their digital engagement strategy.

RollWorks, a division of NextRoll, was in search of a solution that would enable personalized, real-time interactions with website visitors, improve their lead generation and routing processes, and enhance their overall website experience. They were looking for a platform that could align their marketing and sales teams, and confidently grow revenue. The company considered several Conversational Marketing platforms during their evaluation process. The challenge was to find a solution that offered robust features, an intuitive interface, integrations, and a focus on Conversational Marketing and Sales enablement. The ideal solution would also need to integrate seamlessly with their existing tech stack.

SAP Concur, a leading brand for travel, expense, and invoice management solutions, was facing challenges with their previous chat tool. The tool was not providing the desired level of personalization and optimization. The company wanted a solution that would not only help their sales team drive new leads but also reduce the volume of support inquiries they were receiving. As a global company servicing millions of users, SAP Concur also wanted to nurture their customers at every stage of the buyer’s journey. They realized the need to design and optimize their services based on data, rather than assumptions.

Workiva, a global SaaS company, faced several challenges in 2020. The sales team, led by Melissa Raber, Senior Director of Global Inside Sales, was struggling with the complexity of assembling larger buyer groups, long sales cycles, and difficulty converting top-of-the-funnel buyers. They also lacked visibility into high intent buyers. Tasked with generating 40% of the pipeline for their organization, the team needed a tool that could address these issues, provide visibility to intent data, and engage with conversation-ready, high-intent leads. Workiva had previously invested in an email-based conversational marketing tool, but it was ineffective for generating new business. Melissa knew it was time to find a tried-and-true conversational marketing and sales solution that would help them achieve their pipeline goals by shortening their sales cycle.

Ping Identity, a leading identity security company, faced a significant challenge in 2020. The web team at Ping noticed a significant shift in how users wanted to access information. The traditional method of acquiring leads by gating content and having users fill out a form was becoming increasingly outdated. The team wanted to shift towards a model that provided value upfront, demonstrating their thought leadership and value before asking for user information. The primary objective was to transition to an ungated content model, but they needed a tool to support this change.

Qualtrics, a company synonymous with experience management, faced a challenge in optimizing their website for all visitors, particularly target accounts. Despite having traditional channels set up for users to interact with their brand, such as filling out a form on their website or talking to sales via phone or email, they lacked a digital aspect. The team wanted to ensure that no matter the channel, a user could get in touch with their sales team. They also aimed to build an incremental pipeline through the website and generate net-new names from website visitors. Simultaneously, they were rolling out a comprehensive account-based marketing (ABM) strategy, aiming to enhance their existing good practices.

Thales, a global technology leader, was seeking a conversational solution to support all website visitors and enhance their digital engagement. The company wanted to ensure that they could qualify the visitors and understand their needs to direct them to the right person. Thales had previously used live chat via Olark, but they needed a more scalable solution that offered superior analytics, personalization, routing, and alignment with their strategy. The challenge was to find a solution that could capture leads, route conversations to the right regional and product-focused sales team members, and provide insights to help digitally transform the business.