Drift Adds Conversation Cloud For Hyper-Personalised CX

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Drift unveiled the Drift Conversation Cloud, bringing together Drift’s Conversational Marketing, Conversational Sales, and Conversational Service.

The Drift Conversation Cloud empowers organisations to deliver a personalised experience at all stages of the customer journey,integrating sales, marketing, and service.

The Drift Conversation Cloud is built for the buyer, providing sellers, marketers and service professionals with actionable intelligence to meet buyers where they are and offer a hyper-personalised customer experience.

Drift’s conversational experience is powered by Drift Conversational AI, guiding visitors on personalised journeys where they can voice their intent with open text questions, find answers to their questions, get personalised recommendations, or book sales meetings.

The integrated product includes the following:

• Drift Conversational Marketing, which connects marketers and website visitors in real-time conversations to surface the right content for visitors, answer their questions, or qualify and convert best-fit buyers through the funnel.
• Drift Conversational Sales, which helps sellers close deals by giving them a unified place to get real-time buyer insights, collaborate with teammates, and jumpstart personalised conversations through chat, video, email, or phone.
• Drift Conversational Service, which provides real-time personalised customer care and helps support agents focus on high-priority customers by deflecting low-level issues or empowering customers to answer their own questions and routing in a service agent to chat live when they need human help.

“Everything starts with a conversation and in-person communication, and experiences are taking a back seat to the conversations we have online, especially in our business relationships. Businesses are relying more and more on digital experience platforms, or, in our case, conversational experience platforms, to bridge these connections and manage key customer interactions, touchpoints, and engagement,” said Leo Tenenblat, chief product officer of Drift.

“Our guiding philosophy at Drift is to put the buyer at the centre of everything we do, and we are excited to bring the Drift Conversation Cloud to market to help our customers deliver a better experience to buyers at each stage of their journey, all while improving their sales teams’ efficiencies and accelerating revenue.”