Key Success Outcomes
Here's where Drift saw the most impact.
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Save 56 hours per week
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Faster communication
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Improved productivity
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Enhanced clarity
About Drift
Industry:
Conversational marketing and sales technology company
Size:
Medium (500-1,000 employees)
Use Case:
Support
Headquarters:
Boston, MA
Drift is the Revenue Acceleration platform that uses Conversational Marketing and Conversational Sales to help companies grow revenue and increase customer lifetime value, faster. More than 50,000 businesses use Drift to align sales and marketing on a single platform to deliver a unified customer experience where people are free to have a conversation with a business at any time, on their terms.
Key Features Leveraged:
- Annotated screenshots
- Videos
- Links
- Shortcuts
The Challenge
Drift is the leading conversational marketing platform. Since 2014, they have experienced hyper-growth. To be able to scale and adapt quickly, they use the latest productivity and automation tools. For the Customer Success team, it means using video to communicate faster.
“Zight helps me show my work with my team and our customers quickly and effectively. I love how easy it is to make sure we’re producing the highest quality work and can draw attention to the things that matter.”— Sara Pion, Customer Advocate & Marketing
The Zight Solution
Sara Pion, former Customer Advocate and now Marketing, enhances the Drift knowledge base with videos and annotated screenshots. She embeds them directly in HelpDocs or on WordPress when it’s a blog post. She can also answer any customer question directly in the Drift chat with a Zight link. For internal communication, she is addicted to CMD+Shift+A with Mac: she takes a screenshot, annotates it, and pastes it directly into Slack. She also uses other Zight shortcuts to create visuals in only a few clicks.
The Results
It is faster to explain with a video than to type everything down. A video is also more digestible for the reader. It catches their attention and gives clear information.