Founded in 2011, the j. David Group, a go-to-market search firm for rapidly scaling software companies, experienced massive internal growth in 2021, expanding from a team of two to eleven. This growth brought challenges, including the need to reduce manual work, manage candidate information, and improve reporting functionality. The account managers were juggling multiple tasks, including placing candidates, managing client relationships, and keeping up with candidate communications. The recruiters were storing candidate resumes on their individual computers, lacking a single source of truth for their candidate information. When candidates were not placed, there was no easy way to get their information back to a central database. The team was using Trello to track a candidate’s interview status, which was cumbersome and lacked detailed reporting capabilities. They needed a solution that would automate their manual processes, increase visibility across all candidate information, and provide stronger reporting.

The Jacobson Group, a leading provider of talent to the insurance industry, had traditionally preferred working with high-touch, highly-consultative clients, and Vendor Management System (VMS) relationships did not allow for this. Prior to 2019, the company actively avoided VMS-style business and did not seek new opportunities in this area. However, they noticed a shift in the industry, with organizations as small as $5 million in spend outsourcing the management of their contingent labor program or centralizing the procurement of their contingent labor through in-house Managed Service Providers (MSPs). As MSP and VMS solutions began to increase rapidly in their space, The Jacobson Group realized they were missing out on potential revenue.

USPRO, a leading staffing agency in the Defense and Healthcare Industries, faced a significant challenge in scaling their business. Despite landing a large contract with a Department of Defense contractor in 2009, they lacked the necessary back-office support, technology, and capital to fully leverage this opportunity. The company was ill-equipped to handle large payroll operations, billing, and funding, which were critical to their growth. This situation posed a significant risk to their business, as they were unable to effectively manage their resources and lacked the necessary infrastructure to support their expansion. The challenge was to find a solution that would not only address these operational issues but also allow them to focus on their core competencies and revenue-generating activities.

MPR Logistics, through its division Hot Shot Services, opened a new 75,000 sq.ft. warehouse in Garland, Texas. The primary objective was to provide unmatched high-volume Direct-to-Customer (DTC) fulfillment for their clients. However, managing such a large-scale operation and maintaining a 100% shipping success rate was a significant challenge. The traditional logistics operations often require a large staff and can still struggle with efficiency and accuracy. The company needed a solution that could help them scale up their operations while maintaining their shipping success rate, all with a fraction of the staff of traditional operations.

Banco Comafi, a leading Argentine bank, was facing the challenge of providing first-class support to its customers in a rapidly evolving technological landscape. The bank recognized the need for a new communication channel that could provide immediate, personalized, and decisive responses to customer queries 24/7. The goal was to complement their existing internet banking services with a new, disruptive service model that could meet the changing expectations of their customers, who were increasingly demanding instant solutions and personalized responses.

TOTVS, a leading management systems development company in Brazil, was facing the challenge of improving its customer service by adding new channels. The company had been providing support only over the phone and by email, which was not efficient enough to meet the growing demands of their customers. The challenge was to replace the existing structure with a new one that could provide an efficient, empathetic, and innovative customer experience. The introduction of a new channel also required the company to encourage adoption, perform necessary integrations and validations.

Aspire General Insurance Services, a California-based private passenger auto liability and physical damage carrier, was facing challenges in managing customer service efficiently. The company, which handles all aspects of the insurance process, was relying heavily on human agents for customer interaction and professional conversations across the insurance cycle. This reliance was making optimal customer service cumbersome and time-consuming. The customer service team, including chat services, was supported exclusively by human agents, which limited the resolution time for customer chats and led to elevated wait times for simple customer inquiries. Depending on various factors like staff turnover and external pressures, customers sometimes had to wait for as long as half an hour to be served.

Íslandsbanki, one of the three major banks in Iceland, was facing a challenge in managing its customer service. The bank was trying to make the banking experience more digital and less branch-heavy, while simultaneously improving its infrastructure. They identified a growing desire amongst their customer base to interact via online channels. However, during incidents where the bank’s app or website login experienced downtime, calls to the contact center would skyrocket, potentially leaving customers hanging after phone lines closed for the day. The bank did not have a 24/7 call service, and they needed to control what was happening in the call center. They realized that a chatbot could be a viable alternative channel to manage the increasing demand for online chat as opposed to phone calls.

Mekonomen, a leading automotive spare parts retailer in Northern Europe, was facing a significant challenge in managing customer inquiries. The company's Swedish operation had recently relaunched its website with a new engine and webshop, aiming to shift 95% of customer contact from phone to online channels. However, the live chat service they had implemented was overwhelmed by the volume of customer inquiries, leading to inefficiencies and long waiting times. The company recognized the need for a solution that could scale their response to the high volume of customer service traffic, while still providing a great customer experience.

The air travel industry has become increasingly complex, with customers demanding instant, personalized, and round-the-clock service. PLAY Airlines, a startup airline based in Iceland, recognized the need for a superior customer service solution that could handle a high volume of inquiries efficiently, provide 24/7 support, and scale up as necessary. The traditional phone-based customer service model was proving inadequate, leading to long wait times and customer dissatisfaction. The challenge was to replace this outdated model with a solution that could offer a frictionless experience, even during peak times or during disruptions like the Covid-19 pandemic.

Roskilde Kommune, a municipality in Denmark, was faced with the challenge of efficiently addressing the queries of its over 80,000 inhabitants. The municipality needed a solution that could provide consistent, quality responses to citizen inquiries, while also reducing the need for extensive employee training. The solution also needed to be easily updated and maintained by the municipality's employees, without requiring technical training. Furthermore, the municipality sought to improve the end-user experience through more interactive and readily available customer service.

Sector Alarm, a leading European security company, was facing challenges with its customer service strategy. Despite having a robust omnichannel approach, the company identified inefficiencies in its live chat sessions, particularly in larger markets. Multiple agents were handling each chat session, often dealing with repetitive inquiries such as password resets or product information requests. The company estimated that agents were spending an average of two and a half minutes per chat searching for customers and updating the CRM. Sector Alarm had previously implemented a chatbot solution in 2018, but it was 'tech-heavy' and lacked flexibility. The company found it difficult to make necessary changes and updates without the frequent involvement of the IT department. The initial chatbot solution was not scalable and was unable to meet the growing demands of the company's customer service needs.

Poshmark, a leading social commerce marketplace, was facing several challenges in its recruitment process. With a small team and limited bandwidth, the company was struggling to find a single, suitable tool that could accomplish multiple tasks. The company was also experiencing limitations with sourcing from LinkedIn alone and had difficulties in effectively engaging candidates, especially due to minimal access to accurate contact information. The company needed a platform that could help them bring in more qualified candidates quickly to keep up with business demands. They were looking for a solution that could help them source candidates for various positions on the engineering team, including Applications, Infrastructure, Security, Front-End, and Back-End Engineers.

The global car rental giant, Hertz, faced a significant challenge when the COVID-19 pandemic led to a shutdown of the travel industry, grounding 95% of their fleet. The company had to deal with massive layoffs and bankruptcy, which necessitated a strategic and innovative approach to rebuild and recover. The primary challenge was to maintain their workforce in their corporate building, which was crucial for their success story. Additionally, they had to ensure that pay was equal across markets to keep frontline in-person roles filled. They also discovered that part-time workers were interested in more flexible scheduling, and the standard 12-hour shifts at airport locations had become an obstacle for candidates and employees with dependents at home.

OHLA USA, one of the world's largest global construction companies, faced a significant challenge in its recruitment process. The remote nature of the hiring manager role made it difficult for recruiters to obtain feedback on candidate interviews. With over 40 open roles at any given time, and multiple candidates and interviews per role, the task of tracking down hiring managers for feedback across all hiring touchpoints was time-consuming and inefficient. The company needed a solution that would streamline this process, making it easier for recruiters to gather feedback and manage the recruitment process more effectively.

Riyad Bank, one of the largest financial institutions in Saudi Arabia, was undergoing a company-wide digital transformation. The aim was to automate and energize processes, from customer experience to the recruitment process. This required not only better tech solutions but also attracting and hiring top tech professionals. The bank was facing the challenge of streamlining its recruitment process to attract top talent and stay ahead of the competition. The traditional recruitment process was time-consuming and less efficient, making it difficult to attract and hire the right candidates.

Servier Saudi Arabia, a branch of the international pharmaceutical company Servier, was facing a significant HR challenge. As part of Saudi Arabia's Vision 2030 initiative to decrease unemployment, Servier was tasked with localizing talent and hiring for pharmaceutical professions such as medical representatives and medical affair officers. The company aimed to hire the best graduates and intermediate-level talent to boost their talent development program and lead a successful transformation with the next generation of pharmaceutical professionals. However, the traditional hiring process was time-consuming, often taking months to hire for a single position. This slow process was hindering Servier's ability to meet their hiring targets and compete in Saudi Arabia's competitive talent market.

1Password, a data protection company, partnered with Drift in 2022 to enhance their marketing and sales meetings. However, they realized the potential to use Drift's unified platform to improve their customer support experience and make their service agents' work more efficient. The primary goal was to reduce first response times and resolution times for customer support. Previously, they had used chat, but it lacked deflection or logic, leading to a subpar experience for both website visitors and the 1Password team. They wanted to create an exceptional customer and user experience without separating their sales, marketing, and service tools.

Bottomline Technologies, a New Hampshire-based company, offers a broad array of innovative payments, fraud detection, and regulatory compliance solutions to thousands of customers worldwide. However, the company faced a significant challenge in guiding potential customers through their website. With 37 different products and more than 10,000 customers, the website attracted visitors from all over the world. However, the complexity of the site often led to a convoluted journey for the visitors, resulting in missed opportunities. The company's Digital Marketing team sought a solution that would provide a more direct, relevant, and seamless web experience for both current and potential customers.

Branch, a leading provider of mobile linking and measurement platforms, was facing a significant challenge in converting their website traffic into leads. Despite having a healthy amount of organic traffic and mature website pages, not all of their site pages were optimized for conversion. The company was successful in attracting prospects to their site, but struggled to encourage them to take the next step. Additionally, Branch had specific qualification criteria for their enterprise product and needed a tool to automate this process. They wanted to leverage the logic and filtering criteria within a tool to simplify the qualification process for their prospects. The goal was to have the qualification happen automatically before suggesting a conversation about an enterprise plan.

Brandwatch, a leading enterprise social suite, was facing a challenge in 2018. The company was seeking new ways to engage with and convert website visitors on a global scale. They understood that their customer base had diverse preferences when it came to engagement. Some customers preferred forms, others wanted immediate human interaction, while some favored automated chatbots. Therefore, Brandwatch needed a flexible solution that could cater to all these preferences. They were already using Intercom as an in-app help solution, but they needed a solution that was more suited to their website.

In 2019, EAB, a trusted partner to education institutions and corporations, acquired YouVisit, a virtual tour platform and existing Drift customer. With Drift now at their disposal, EAB saw an opportunity to experiment with chat. Initially, they used Drift only to generate demo requests, but they knew there was potential to tap into additional Drift features to scale the impact. They wanted to provide website visitors with fast, frictionless experiences. As site visitors started using the Drift chatbot for inquiries beyond YouVisit, EAB realized there was an opportunity to generate demo requests and commercial conversations for their other lines of business. However, they were hesitant about upgrading to AI due to its unfamiliar territory.

Emerson, a global technology, software, and engineering company, faced a challenge in elevating its digital engagement with customers and prospects. The company, which already had millions of web visits annually, wanted to improve the customer experience and connect customers with subject matter experts more efficiently. The goal was to reduce the time it takes for customers to get their needs met, replace form fills, capture intent, and deliver high-value leads directly to their product experts. Initially, Emerson used a simple web-based calendaring solution, but scalability was a problem given the company’s size, personnel depth, and geographic diversity. They needed a solution that could provide artificial intelligence with chat capabilities, which their previous tool lacked. Furthermore, Emerson required a globally scalable solution that would consider customer intent and a partner that could support them without adding headcount.

Gigamon, a network visibility and monitoring solution provider, faced a significant challenge in quickly and effectively communicating their complex services to website visitors. The company's Senior Director of Global Digital Experience, Heather Alter, noted that if visitors did not understand what Gigamon did, they would likely leave and go to a competitor. The company needed to engage in the right conversations to help people understand their services quickly. The challenge was to find a solution that would not only educate and engage buyers but also be strategic and quickly influence time to pipeline. Gigamon's sales business development team had previously used Drift at other companies and knew it was best in class, making it the top contender for their needs.

Matthews Australasia, a leader in intelligent product identification, product inspection, and software traceability solutions, was facing a significant challenge with their outdated and inefficient customer support system. Their support chat was overburdened due to the lack of automation, requiring a team of three to constantly manage incoming customer chats and phone calls. The existing system was limited to simplistic conversations, which meant customers had to know exactly what they needed and couldn't engage in meaningful conversations. The system was also very resource-dependent and manual, offering no visibility into website activity, visitor information, or customer needs. Matthews Australasia was in dire need of a solution that could provide a better experience for both their team and their customers, and elevate their efforts to new heights.

Monarch Institute, a nationally accredited education provider based in Australia, faced a complex challenge. The education they provide is a complex product, and prospective students often struggle to understand government funding and eligibility criteria that vary from state to state. The institute needed a tool that could help students navigate their diverse needs in a frictionless way, even during off hours. The CEO, Nick Chapman, began looking for a chat solution that could provide a seamless experience for their students, replicating the same level of service they would receive during regular hours.

Pantheon, a leading WebOps platform, was facing challenges in evolving its marketing strategy to keep up with its rapid growth and changing needs. The team was in search of a tool that could handle advanced marketing functions such as seamless handoffs between long-term conversations, precise audience targeting, and data integration. They were using Intercom, but it was not fulfilling all their needs. Additionally, Pantheon wanted to create more engaging automated experiences on their website to offload person-to-person interactions. They saw a great deal of potential in this approach, but they needed a solution that could help them create the self-service experiences they were aiming for.

Pipefy, a low-code business process automation platform, was facing challenges in bolstering their lead generation activities. Despite having a rapidly growing platform since its inception in 2015, the company was looking to automate as much of their internal processes as possible to make the jobs of their sales team easier. They were in need of a platform that would not only maximize the number of leads engaging with their sales reps but also facilitate successful collaboration between marketing and sales. The ideal solution would also create a superior buyer experience for website visitors, prevent emails from getting lost in inboxes, boost follow-up times, and create a channel to engage buyers on their terms.

Proofpoint, a global leader in cybersecurity and compliance solutions, faced a significant challenge in enhancing its buyer experience to match its high customer satisfaction and renewal rates. The company aimed to drive more traffic to their site and create a better buying experience for their visitors. However, their existing chat solution offered little visibility into site traffic and lacked integration with their existing sales and marketing platforms. This made it impossible for them to operationalize, scale, or enable chat across all of their regions. They needed a solution that could deliver a friction-free and highly relevant buyer experience, improve response times, filter and route traffic quickly and accurately, and increase sales efficiency by integrating with existing platforms and automating previously manual tasks.

Quadient, a company that provides intelligent communication automation, parcel locker solutions, and smart mailing and shipping solutions, was facing a challenge in generating more engagement and prospects. They identified the need for digital transformation to meet their customers' expectations and increase engagement with potential customers. The team was also looking for an efficient solution to effectively route support queries. They wanted to move forward into the 21st century and explore new ways of engaging with their existing customers while also trying to increase engagement with their prospects. The idea of a chatbot made sense to them based on their customers and their expectations.