1Password's Transformation: Saving 16,000 Service Agent Hours in 6 Months with Drift

1Password is a trusted data protection company used by over 100,000 businesses. They believe in providing safety online for everyone and strive to offer a superior site experience for their buyers and customers. They are customer-centric and continuously seek ways to improve their services. They have a team of ten agents who handle customer support, and they aim to provide quick and efficient solutions to their customers. They have used chat for customer support in the past but were looking for a more efficient and effective solution.

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.

1Password transformed their customer support process by implementing Drift's unified platform. This led to increased efficiency, quicker resolutions, and an improved customer experience. Drift's Conversational AI allowed customers to have real-time conversations with a 1Password service agent, while also ensuring that conversations that didn't require a service agent were handled by AI bots. This allowed service agents to dedicate more time to helping other customers. The AI bots were pre-trained with topics, but 1Password also built out custom AI topics to account for unique customer inquiries. For conversations that needed to be routed directly to a rep, Drift provided a solution that allowed customers to be automatically routed to an online agent or have an email created and sent to email support if the team wasn't online.

• The implementation of Drift's unified platform and Conversational AI transformed 1Password's customer support process. It led to increased efficiency among service agents, quicker resolution times, and an overall improved customer experience. The AI bots handled simple questions, freeing up human agents to focus on more complex issues. The system also allowed for the creation of custom AI topics to cater to unique customer inquiries. The solution provided a seamless transition for customers needing to be routed to a live agent, improving the customer journey. The insights gained from using Drift have helped 1Password better understand where and when their customers need help, leading to a more tailored and superior customer experience.

• Saved 16,000 support hours in the first six months

• Deflected 75% of support inquiries using AI

• Achieved a CSAT score of 4.6+