Revolutionizing Customer Experience: A Case Study on Matthews Australasia and Drift

Matthews Australasia is a leading company in intelligent product identification, product inspection, and software traceability solutions. They were struggling with an outdated and inefficient customer support system that was overburdened and offered no visibility into website activity or customer needs. The company was in need of a solution that could provide a better experience for both their team and their customers. They were ready for a solution that could elevate their efforts to new heights and provide a more efficient process. Matthews Australasia is a forward-thinking company that values innovation and customer experience, and they were looking for a solution that could align with these values.

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identification, product inspection, and software traceability solutions, was facing a significant challenge with their outdated and inefficient customer support system.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.

Matthews Australasia turned to Drift, a platform that offered a better customer experience and a more efficient process. The transition onto the platform was seamless, with the Drift team providing support despite a significant time difference. The Matthews team was able to launch the chatbot and live chat function across their websites quickly and easily. The platform was tailored to their needs, initially intended for their customer service and technical service teams. These teams could address or route issues right away and share relevant content. Drift also allowed Matthews Australasia to foster a relationship with their customers that went beyond selling. The platform provided insights into website activity, returning visitors, and customer interactions, enabling the company to learn more about their customers and their buying journey. This was particularly useful during lockdowns, allowing them to target businesses who would usually attend their trade shows.

• 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.

• 52% conversion rate on homepage

• 58% conversion rate on pricing page

• 44% conversion rate on resource center