The other day, I asked an SDR for feedback on our investment in Drift. His response was to the point: "Drift put money in my pocket."
Drift was the single best investment in technology that my company made in 2018. In the middle of the year, I was tasked with refreshing our brand. The first order of business was to blow up our website and start over. I discovered Drift from a colleague, and immediately had a sales call with Hambisa after interacting with Drift's own bot on Drift.com. The sales cycle was smooth sailing, and the implementation took 14 business days. Had we not had to re-write every website page and refresh the creative, we could have implemented in one day - and in hindsight, I should have prioritized Drift's implementation.
Here's what I love about Drift:
* The Drift team. I have interacted with at least 12 people in the company, via chat, email, phone, or in person at conferences. I've chats with the support team on the weekend. I've emailed with the VP of Marketing. Our Customer Success Manager, Adam, meets with us whenever we need help by Zoom meetings. They care about my success as an individual, and they care about my company's success using their product.
* The product. Drift isn't a chat bot. It's a consumer-engagement channel. You get to learn about your audience, and your audience gets to learn about you. Drift won't write your playbook, but Drift will inspire your playbook - and the Drift community will inspire numerous applications of the technology. By way of example, Drift's VP of Marketing, Dave Gerhardt (also known as DG) gave a presentation at SaaStock a few hours before I did. He promised to email everyone a copy of the presentation if they went to a URL that had a specific Drift playbook that captured the users email, and automatically emailed a copy of the presentation minutes later. I took out my laptop, programed the bot, and before you know it I was on stage doing what DG did hours before. The support team also helped get this playbook over the finish line in short order.
* Drift reporting. The first thing I do every morning is look at who booked a meeting via Drift. Their integration with Clearbit reveal enables us to get such great visibility into who is booking meetings, and where they were on our website. There have been multiple examples of when we get a lead who is in some way connected to Smartling, and we use this intelligence to connect with other people at Smartling to understand as much as we can about the prospect before the call.
* The UI. It's *so* easy to use. It took less than a week to understand where everything is in Drift. New features and functionality - both big and small - are rolled out daily. The experience has only improved since launching the product in 3Q18.
* The results. We've increased our MQLs by 74% and have booked 2x more meetings via our website than ever before. It happens day and night. When we're sleeping, or when we're in meetings.
I'm bullish on Drift. I think it can transform my company's customer experience and one of the personal goals that I have is to figure out how we can integrate it more deeply with our sales process and customer experience. The challenge here is figuring out what will have the greatest impact, and dedicating the time necessary to ensuring its success. It would be helpful to work with Drift more closely on understanding the various use-case applications, how they use it themselves, how many FTEs are needed to administrate the product, etc. They recently put together a comprehensive on-site program that would help us to achieve this, and we may invest in this program in 2019.
For reporting purposes, it would be helpful to filter for weekdays only since we have much less traffic on weekends.
The only other critique I have of the product is the process for testing bots. I would rather have an in-app feature to test the entire playbook, rather than deploying it in a test environment outside Drift. It would enable me to more easily make adjustments as I see errors during the build process.
Stop everything you're doing right now. Buy Drift. Put it on your website. And then get back to your other projects. It will be the best decision you make.
Also, start reading Drift's blog. They have a great team who are constantly creating excellent thought-leadership and enjoyable content for sales/ marketing teams.