We are really focused on answering common questions automatically, getting those easy questions answered, and only looping in a human if that person still needs help.” Katelyn explained, “We are using AI to power most conversations across sales, marketing, and service. With AI bots, customers can hold a two-way conversation - but one that doesn’t require any human availability.ĭrift’s Conversational AI gives customers immediate answers to commonly asked questions, 24/7, while live service agents can dedicate time to helping other customers. While Drift enables customers to jump into a conversation with a 1Password service agent in real-time, it also ensures that conversations that don’t need to reach a service agent, well, don’t. Drift AI: INCREASED SUPPORT AGENT EFFICIENCY AND CUSTOM TOPICS They saw increased efficiency, quicker resolutions, and an all-around better customer experience - all while operating marketing, sales, and service on the same platform. With Ashley’s team of ten agents up and running in Drift, the customer support process transformed.

It was an easy step to work within the same platform.” People are going from page to page, so separating that out into two different tools was really not something we even considered.

“Having a unified tool for sales, marketing, and service was definitely important for us,” said Katelyn Price, Manager, Lifecycle and Customer Marketing. The experience wasn’t great for website visitors or the 1Password team, so this time around, they wanted to create an exceptional customer and user experience.

“We try to focus on lowering the times that a customer has to wait compared to our email support.”Īnd while the team had used chat in the past, they never had deflection or logic built in. “One of the key drivers for customer support was to lower our first response times and our resolution times,” explained Ashley Sellers, Support Manager at 1Password. They knew they could use our unified platform to uplevel their customer support experience while also making their service agents’ lives that much easier. This customer-centric mindset brought Drift and 1Password together in 2022 to help drive marketing and sales meetings - but the team knew they could leverage Drift to do more.

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