Live Chat

Any questions on Live Chat? Feel free to start the conversation here!

  • 13 Topics
  • 20 Replies

13 Topics

M
Maggie EatonNew Participant
asked in Live Chat

Site Visitor - no information

I was routed to a conversation but the site visitor never gave a name or email. Is there a way that I can find any additional on who it may be? They had asked me to follow up, but I was never able to get an information. 

0
M
3 months ago
Lisa Varkoly
Lisa VarkolyKnown Participant
asked in Live Chat

Response rate benchmarks

I would be curious to know how our response rate for routed chats compares to tother Drift customer organizations.  Whenever we push chatters to improve response times, we are often met with complaints that their notifications are delayed or not working as expected.  If we could say, “Hey, other companies who use Drift manage to answer 78% of their chats within 60 seconds” that would be powerful evidence that there is nothing wrong with the notifications system in general.  This may be a long shot, but could Drift share any general stats related to client response times?

1
Sophia Sirage
Drifter
6 months ago
G
Drifter
Gina MaffeiDrifter
posted in Live Chat

How to create a new line of text in Conversations

To accommodate certain languages when typing in Live Chat, Drift users can simultaneously hold down the SHIFT + ENTER keys to create a new line of text.

1
Nic Brown
Community Manager
7 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in Live Chat

Drift Deployment: Operational Live Chat

Hey all!  Last week we talked about the importance of Site Coverage in our Drift Deployment series, and before that we talked about the importance of meetings in your workflow.   This week I’ll be discussing Operational Live Chat, but first let’s address why Live Chat and Meetings go hand in hand.  In our research, we’ve found that human-to-human conversations are 2x more likely to become an opportunity than just booking a meeting, and booking a meeting is 2.5x more likely to become an opp than just collecting the lead and saying “we’ll follow up!“  Said differently; live chat is 5x more likely to convert a site visitor than a conversation that doesn’t have a meeting booking or live chat option.You can refer to the link I provided in the first paragraph for some resources revolving around meetings, so I’ll use this opportunity to drop some resources for you to review revolving around Live Chat.The first two things I’d consider viable to anyone who wants to focus on Live Chat with Drift

1
Andy Turner
Drifter
9 months ago
Chris Cardone
Drifter
Chris CardoneDrifter
asked in Live Chat

Dedicated Sales Rep for Live Chat?

Hi all! Are there any sales teams out there that have assigned one individual rep to manage conversations in Drift? I have a customer considering this to reduce response time and increase conversation response rate. If you’ve done this, how did your team structure it? Additionally, what successes or challenges did you see? Thanks! @Richard Grant tagging you in since your team did this recently.

3
Kevin Harris
Drifter
9 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in Live Chat

Deep Dive with Drift: July Sales User Training - Resources Follow Up

Hi all!Hope you had a chance to attend our Sales User Training today.  (If you missed it, you can review it here.)I wanted to share out the deck @Adrianne Ober used.  You’ll find it attached to this post.  During the event we shared a lot of topics, I wanted to consolidate that intel that we discussed.  So with that being said, here’s a list of the documentation we have covering the topics we discussed on the Webinar.Drift Prospector - https://gethelp.drift.com/s/article/Drift-Prospector Conversation View - https://gethelp.drift.com/s/article/Conversation-View How to Create Saved Replies - https://gethelp.drift.com/s/article/How-to-Create-and-Manage-Saved-Replies Setting Up meetings - https://gethelp.drift.com/s/article/Setting-Up-Meetings-with-Drift Drift Profile - https://gethelp.drift.com/s/article/How-Can-I-Customize-my-Personal-Drift-Profile Slash Commands - https://gethelp.drift.com/s/article/What-Slash-Commands-are-Available-in-Drift Setting up your Calendar - https://gethelp.dr

1
Adrianne Ober
Drifter
10 months ago
Kasper Langmann
Kasper LangmannNew Participant
asked in Live Chat

Require user to fill email before chat

Hi fellow Drifters! :)We’re using Drift as a support chat widget on our online course platform.When we’re not live, people can just write a message and we’ll get back to them when we’re live again.If they fill their email, our replies in Drift will be sent to their email.But sometimes people don’t log in on our course platform to see our reply.I want filling email to be REQUIRED before anyone can initiate a chat with us.Is that possible with Drift somehow?Thanks in advance. 

2
Jaclyn Van
Drifter
10 months ago
A
Alexa MikalaskiNew Participant
posted in Live Chat

Drift Chatbot Flow - Pricing Landing Page

Hi Drift Community, I was wondering if anyone has a custom drift playbook flow that is featured on your companies pricing page? I’m doing some research and I would love to get everyones input. Comment below your companies pricing page link if you’d like to share your unique drift experience. Thank you, I appreciate your help! 

4
Sophia Sirage
Drifter
11 months ago
Julie Kessel
Julie KesselNew Participant
asked in Live Chat

Email capture message appearing as being sent from bot

This is not really a question, but more of a bug fix request for Drift.Everything in our account is configured so that messages and playbooks should be coming from me. However email capture message appears as coming from "Bot".This is really bad, as it gives visitors the impression that they have been plugged into a bot, which is terrible, and so they don't chat.What happens is they ask a question, then they see the email capture message sent from “Bot”, with the avatar of the whole discussion changed to the Bot’s picture.They then suppose that it’s actually just a chatbot, without any humans behind, and they leave.By the time I answer, sometimes just 5 seconds, they’re already gone. Here’s a picture:  

7
Nic Brown
Community Manager
11 months ago
Emma Rudolf
Drifter
Emma RudolfDrifter
posted in Live Chat

Best practices when implementing Live Chat

Getting your playbooks implemented with Live Chat can include a lot of moving pieces. Here are some suggestions for success to get started when updating the playbook framework to introduce live chat: Question Node: First set up in a question node asking the site visitor if they are interested to engage in live chat with a yes or no path. Yes, path leading to live chat and No, path letting them know they are welcome to chat back in if interested or provide additional relevant resources. Here are some copy suggestions for a question node in the playbook flow that would ask a site visitor if they are interested in live chat:   Are you interested in connecting with a teammate?   Would you like to speak with someone to learn more?  Are you ready to speak with a team member now? Conditional Branch: After they have confirmed they would like to engage in live chat go ahead and set up a conditional branch that will either direct to live chat if the team/Drift is online vs. the book a meetin

0
Emma Rudolf
Drifter
11 months ago
Alia Degen
Drifter
Alia DegenDrifter
posted in Live Chat

Looking for successful opening messages from reps

Hi everyone!  I am looking to hear some strong opening messages your team uses either in the initial message the rep sends once routed or in their initial chat message when reaching out to a visitor from Live View/Prospector. The ideal sender here being a SDR/BDR, but I’d love to see any successful messages.

0
Alia Degen
Drifter
1 year ago
tmanley
Drifter
tmanleyDrifter
published in Live Chat

How To Add Or Remove An Attribute From The Conversation Sidebar

Drift allows you to customize what attributes appear in your side bar during your conversations so you can have the information you need right at your disposal.To customize what attributes appear in the sidebar, navigate to visitors > contact settings. Contact settings page.Once you are on the contact settings page (as seen in the above screenshot), select whether you want to view Drift attributes or custom attributes. Locate the attribute you want to see in the conversation sidebar, hover over the ellipsis and click show in conversation (as seen in the screenshot below). To remove an attribute, hover over the ellipsis and click hide in conversation.Show in conversation button. 

20
tmanley
Drifter
1 year ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
published in Live Chat

How to send conversation transcripts via chat

Sending transcripts via live chat can be done with the /command /sendtranscript  (For more /commands check out this doc here.To use the command, simply enter /sendtranscript into the conversation bar and select Send Transcript as seen in the pic below.Enter /sendtranscript into the live chat to bring up the Send Transcript shortcut.Keep in mind, your site visitors also have the option to email themselves a transcript of their conversation directly from the Drift widget by clicking on the three dots in the upper right corner and clicking "Email this transcript" As seen below.

40
Nic Brown
Community Manager
1 year ago

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