Finally, on the right-hand side, you’ll find the various integrated apps, like Shopify in this example. But the inquiries can range from simple solutions - like pulling tracking and fulfillment information from e-commerce platforms like Shopify or Magento - to answering complex questions about specific products or software. Here, the customer is looking for the status of her order, which is relatively straightforward. In the middle section, we will see the ticket. You’ll see an overview (in this case it’s a General issue) and additional details, like the order number (#1002). Depending on how your system is designed, you may have different fields, but this is generally how it will appear. On the left, you have customer information. Zendesk is an omnichannel customer experience platform that provides a centralized hub for support activities from every place your customers contact you at ( email, webforms, phone, web chat, social, ect ).Īs you can see, there are three main sections. To begin, I’ll provide a quick overview of the platform. This is not a “Sophie’s Choice” situation where you must choose between one or the other. So, what is Zendesk Answer Bot, and how does it differ from Drift? As previously stated, Zendesk can integrate with Drift. When self-service is insufficient, Drift bots can create tickets and connect site visitors to an agent. for your Customer Support platf orm, Drift can integrate directly to scan your help articles for useful answers to their questions. I f you already use Zendesk, Help Scout, HelpDocs, etc. Drift bots have many helpful skills that help automate support processes. Often, your current clients are stopping by to looks for support. Not all visitors to your website are there to buy. Can Our Customer Support Team Utilize Drift? You can meet customers halfway, no matter where they are in their buying journey, while also eliminating barriers to help potential customers make a purchase. This makes it easy to set up plays, provide information and resources based on where the customer is on the website, and easily book meetings. It’s also great at having conversations with people thanks to its ability to capture the human element and artificial intelligence that helps it learn from experience. But Drift works 24/ 7 and can schedule meetings while you sleep. Outside of those hours it will disappear from the website. A lot of other bots will only operate during business hours. One of the most appealing features of Drift is its ability to work after hours - it is, after all, a bot and not a real person. Perhaps they are ready to talk to someone in sales? Your bot can schedule meetings for your salespeople. The information collected can then be used to nurture this potential customer further. The recommendation may be something simple, like downloading a useful e-book (your chatbot can automate then send of content ). įor example, if somebody visits y our product comparison page, your bot can initiate a conversation by engaging them with a strong opener, understanding why they are visiting this page, and then recommending a next step. Each conversation begins with a play that focuses on what page they are visiting, w ho they are, where did they come from, and why they are visiting your website. It’s a conversational tool that is designed to match your website visitors with relevant content, identify intent, and convert conversatio ns into sales. So how does it work? First and foremost, Drift is a chat bot that lives on your website. Drift’s chatbot technology functionally puts customers first by conducting human conversations to align website visitors with what they need and route them quickly to the right person on your team. Furthermore, they want a buying experience that caters to their needs. They expect to be able to engage and buy on their terms and timeline. According to a recent Forrester study, the modern customer has completed 68% of their research independently online, before ever talking to someone on your sales team. What is Drift?ĭrift is a conversational marketing chatbot that meets potential customers where they are at in the buying journey. So, to answer these questions and make it easier on anyone researching the topic, I decided to create a quick cheat sheet - or blog post - about this very topic. Namely, what Drift and Zendesk are, whether you can use both at once, and the main differences between them. Zendesk - two of the most popular support software options on the market today. I was recently certified in Drift Conversational Marketing and found that a lot of customers had questions about Drift vs. Zendesk Answer Bot: Which One Does My Site Need?
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