Drift > 实例探究 > 通过漂移改变客户体验:Matthews Australasia 案例研究

通过漂移改变客户体验:Matthews Australasia 案例研究

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技术
  • 分析与建模 - 实时分析
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 服装
  • 电信
适用功能
  • 采购
  • 销售与市场营销
用例
  • 对话机器人
  • 时间敏感网络
服务
  • 系统集成
  • 测试与认证
关于客户
Matthews Australasia 是智能产品识别、产品检测和软件追溯解决方案领域的领导者。他们希望改变自己的数字体验,并与客户建立超越销售的关系。
挑战
Matthews Australasia 有一个过时的系统,无法处理大量的客户支持聊天和电话。客户的网站体验也很有限,无法进行有意义的对话。
解决方案
Matthews Australasia 实施了 Drift(聊天机器人和实时聊天平台),以改善客户体验并简化支持流程。他们根据自己的需求定制 Drift,并专注于为客户提供实时服务。
运营影响
  • The implementation of Drift has brought about significant operational benefits for Matthews Australasia. The platform has enabled them to respond to website visitors more quickly, leading to higher conversions across their site. It has also allowed them to prioritize queries and align their teams more effectively. The company has been able to qualify website visitors more quickly through targeting methods, enabling them to engage with people who want meaningful conversations. The chatbots have provided the necessary data right from the start, reducing follow-up time and freeing up the company’s phone system for more critical issues. Drift has also helped bring internal teams together, making them more aligned than ever before. The platform has been used in ABM campaigns and other marketing campaigns, with the conversion results showing the impact of their collaboration.

数量效益
  • 52% conversion rate on homepage

  • 58% conversion rate on pricing page

  • 44% conversion rate on resource center

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