Revenue Acceleration platform vendor Drift launched Drift for Salesforce, a new integration that creates and updates Salesforce Leads and Contacts then syncs chat conversations. Drift also offers the option to pass leads into Marketo, Pardot, Eloqua, or HubSpot.
Drift employs Contract Attribute mapping that derives contact attributes from chats, with both standard and custom attribute variables supported. Drift Admins map the variables between the two platforms and set overwrite rules at the field level.
When leads book sales meetings through Drift, the sales rep is assigned as the lead owner in Salesforce, a Salesforce event is created, and the chat transcript is stored as a live chat record once the chat has closed.
Drift also syncs with opportunity records, helping operations teams understand which Drift conversations impacted opportunities, the dollar value of the interactions, and which conversations influenced the deal. Thus, revenue operations teams can understand which conversations affected the bottom line, wherever they occurred across the buyers’ journey. Drift reports and dashboards assist with attribution.
“Drift’s pre-built reports and custom dashboards give you an at-a-glance view of your performance so you always have the information you and your stakeholders need – right at your fingertips. You can also use the app to analyze your performance across the business, by specific metric, or by teammate, so you can easily identify specific areas where you should double-down.”
Drift can also display customized welcome messages for target accounts and immediately route important contacts to sales reps.
Drift looks at the email and domain to map records. If a domain is new, then a new lead is created, but if the domain already exists, either a new contact record is created or the email is used to match the conversation to a current contact.
Drift for Salesforce is available for Enterprise, Unlimited, Developer, and Performance plans.
In other news, Drift ranked #6 on the Deloitte Fast 500 North American list, with 35,474% revenue growth between 2016 and 2019.
“We founded Drift because we recognized that we were going through a paradigm shift,” commented CEO David Cancel. “We were moving from a world where the company controlled the buying process — to one in which the buyer was in control. This is even more true now — and we’re just getting started. Our mission is to change the way businesses buy from businesses, and we’re thrilled that our customers have chosen us to create frictionless, more human experiences.”
Five vendors covered in my newsletters and blog made LinkedIn’s Top 50 US or Top 10 UK startups list, an indicator to the economic vibrancy of SalesTech and MarTech solutions, particularly during the pandemic.
Sales Engagement vendor Outreach placed #6 in the US, its second year making the list.
“We work hard to be a great place to work and to create an environment where [the] top talent of any background feels welcome and can thrive,” said Outreach CEO Manny Medina. “We’re always looking for passionate, tenacious employees who think differently and live and breathe our core value of having each other’s backs. I’m thrilled that we continue to attract the best of the best, and LinkedIn named us one of the top startups in the US.”
Outreach focused on “emerging and resilient startups that are navigating the ever-evolving nature of work in the wake of COVID-19.” The firm also focused on delivering sales management tools during the pandemic, helping “leaders closely monitor their team’s success and keep employees motivated and productive.”
According to CEO James Isilay, “We have just made a key hire in the US and will be expanding the offering there from October.”
Following a staff survey, Cognism will be moving to a smaller office presence and emphasize WFH options.
“Despite a challenging year with the pandemic, Cognism has continued its strong growth recently passing the key $10 million ARR mark,” wrote CEO James Isilay. “We see growth accelerating next year as we bring our go-to-market intelligence and engagement platform to new markets across Europe.”
Two tactile marketing companies, Alyce (35) and Sendoso (46), made the list. Both firms positioned direct mail e-gifting as a method to connect with customers and prospects during the pandemic.
“While many companies and entire industries were dramatically impacted by the pandemic, the need to create personal bonds as the world moved almost fully digital in the age of no major trade shows, events, and public networking became ever more paramount,” wrote Alyce. “Alyce actually thrived as a company, and swiftly pivoted to deliver digital gifts for their enterprise customers looking to create personal experience moments for their audience. Despite the market shifts, Alyce has experienced a milestone year of growth, with a vast percentage of its Annual Recurring Revenue (AAR) coming from its enterprise customer base and new use-case expansion, more than 5x-ing over last year.”
Firms were based upon four criteria: employee growth; jobseeker interest; member engagement with the company and its employees; and how well these startups pulled talent from LinkedIn’s Top Companies list. Startups must be no more than seven years old and have at least 50 employees.
One of the new elements of Drift’s Revenue Acceleration Platform (discussed yesterday) is the just-launched Drift Prospector, which “helps your sales team accelerate revenue by knowing which accounts to focus on and what to say. ” Sales reps can home in on engaged accounts, determine members of the buying committee at those accounts, and reach out to prospects.
“Gathering all the touchpoints a prospect has with a company, Drift Prospector helps sellers see which of their accounts have the highest intent so they can connect with more of their buyers faster, helping to accelerate revenue for the business,” wrote the firm.
Drift Prospector analyzes customer touchpoints from Drift, 6Sense, Demandbase, Marketo, Pardot, Outreach, and Salesforce. The service prioritizes target accounts, unifies behavioral insights across the buying committee, and supports outbound communications. Buying signals are converted into engagement scores, which help prioritize accounts for outbound messaging.
Buyer intelligence includes contact name, title, number of activities, and when the contact was last active. Deeper insights include “what the person was doing – including what pages they were on and which emails they opened, so [that] the seller can respond to each person on the buying committee in a personalized way.”
Prospector identifies additional contacts within the buying committee and tracks their engagement. When buyers land on a customer’s website, the revenue organization can “capitalize” on buyer’s intent and notify the team that somebody is ready to “engage them in a real-time conversation.” If there is nobody available to chat, the revenue organization can “easily send them an email, enroll them in an Outreach sequence, record them a Drift Video, or connect with them on LinkedIn.”
“There are a lot of tools out there that are focused on solving a single problem. For example, there’s Salesforce to manage accounts and log activities, Outreach to orchestrate outbound prospecting, and LinkedIn Sales Navigator to research key contacts at target accounts, and so on. Don’t get me wrong, I think these tools are a step in the right direction. But the reality is that your sellers still have to jump between them. And none of these tools tell your team where they should be spending their time in order to deliver the best result – whether they’re goaled on meetings or bookings.”
Drift CRO Todd Barnett
Drift is offering a broad vision of digital marketing which includes intent monitoring, buying committee identification, chatbots, live chat, video, and meeting scheduling. While they do not support all of the top of the funnel channels, partners 6Sense, Demandbase, and Marketo LaunchPoint can fill that gap; they are staking out a full customer lifecycle approach to marketing that moves beyond lead generation. The vision includes tools for unifying sales and marketing activities, analyzing engagement, prioritizing accounts, and buying committee discovery.
Drift is based in Boston, with offices in San Francisco, Seattle, and Tampa. They were founded in 2015 and claim over 50,000 customers. The firm continues to grow with 35 open positions across sales, marketing, product, engineering, customer support, and customer success.
Drift announced its new Revenue Acceleration Platform, which it described as a new category that expands its original positioning of Conversational Marketing to a broader company vision.
Revenue Acceleration “combines conversation, marketing, and conversational sales to help companies grow revenue and increase customer lifetime value,” said Drift CEO David Cancel.
Drift still backs Conversational Marketing and Sales “100%,” but is expanding its vision of marketing to impacting the entire customer lifecycle “from acquisition to renewal to expansion.”
“We weren’t thinking big enough,” posted Cancel.
Cancel described marketing as evolving across a series of eras. In the 20th century, “the madmen era,” marketing focused on the brand and didn’t have a seat in the C-Suite. Marketing was “in service to the CEO.” The Internet brought us the second era, “the demand generation era,” when “we became reliant on do-it-yourself in human ops,” and the CMO role was created. Marketing focused on lead creation and was “in service to the CRO.”
However, the world of marketing is continuing to evolve. Demand generation is “not enough anymore.” We are now entering the third era, “the revenue era,” which is broader than Drift’s original vision of Conversation Intelligence.
“We had a vision of the world where people are free to have a conversation with any business, at any time, on their terms. We thought what we were doing was helping marketers drive more leads. But what we found is that when companies adopted Conversational Marketing, it wasn’t just about marketing. In fact, what we were doing was unifying sales and marketing and directly impacting revenue. And not just revenue from new business, but revenue across the entire customer lifecycle. We have already seen this transition with some companies.”
Drift CEO David Cancel
COVID-19 has accelerated the transition to this new era where the buyer is in control, “digital is everywhere, and the best experience, story, and service wins.” The new Revenue Acceleration Platform brings together Drift Chat, AI [chatbot] Automation, email, video, and a new Drift Prospector service.
Josh Allen, CRO of conversational marketing vendor Drift, doesn’t believe in Marketing Qualified Leads (MQLs). Chat Qualified Leads (CQLs) are more valuable, argues Allen. CQLs are “the best leads that we have in the business.” CQLs show immediate intent as they capture prospects as they come to the website and interact with either a chatbot or sales rep. This moment is when they are “at their point of highest intent” and ready to engage with the company.
Allen said that CQLs are the highest converting lead source at Drift. They are often driven by outbound marketing campaigns and events. Chat conversations can also be driven by B2B social sites such as executive articles on LinkedIn.
“Because we’re able to engage when they are really trying to learn and are most interested in what Drift has to offer, there is a high conversion rate.”
Drift is a leader in conversational intelligence, a quickly developing market for chatbots, which support sales, marketing, and customer support. Drift also offers chat enabled video.
Congratulations to conversational marketing vendor Drift and sales intelligence vendor Cognism for making LinkedIn’s Top Startups: Hottest Companies to Work for Now lists.
Boston-based Drift was ranked 46 in the US. The firm has grown from 65 employees to 280 over the past year and plans to “double down” on its product and sales teams.
Yesterday, at their Hypergrowth conference, Drift announced the acquisition of Giant Otter, an AI and machine learning company, and the launch of Drift Automation.
Drift Automation understands the specific context of what someone is asking and can engage in conversations that go in a variety of directions. For the first time, this puts the customer is in control of the conversation — not the chatbot.
Lacey Berrien, Drift Senior Manager, Public Relations
Drift co-founder Elias Torres was impressed by Giant Otter which is based on research led by Dr. Jeff Orkin at the MIT Media Lab.
“When I met Jeff Orkin and he showed me what Giant Otter could do, I knew that I had seen the future of marketing automation,” said Torres. “We’ve been working on Drift Automation behind the scenes with early customers who have been seeing incredible results — including improvements in inbound sales velocity, pipeline and revenue growth, time back for the marketing team, and the ability to put the customer in control of the buying experience.”
London-based Cognism was ranked 21 on the UK list with plans to open offices in the US and Singapore and triple its headcount to around 200 over the next year. Cognism products include
Cognism Prospector for lead list building, prospect research, and prospect/account current awareness.
Cognism Refresh for CRM data maintenance and enrichment.
Cognism Wealth list building and TAM analysis for financial services firms and wealth managers.
Cognism closed on its Series B back in July. According to CEO James Isilay, the firm has already “won significant business remotely” in both regions. Isilay noted that Asia is a particularly compelling market due to SaaS being relatively immature in the region.
Cognism is hosting its first RevenueAI user conference at the Science Museum London on 19 September. I will be speaking on Trends in Sales and Marketing Intelligence at the conference.
Drift, which has quickly established itself as a leader in the chatbot space, is upping the ante by integrating video and chat. Users will be able to share and record videos via a Chrome extension or mobile app. Recorded videos can then be dropped into emails and sent to customers or prospects.
are “private and secure” with single sign-on functionality from Okta, OneLogin,
and Microsoft Azure. Users can restrict viewing to a specific email or
email list and “everyone else will have to request permission, just like you
would with a Google Doc.”
suggests three sales use cases for video: as a conversation starter, as a
second chance to refine a message after a call, and as a group selling tool
Video provides real-time desktop and mobile notifications when viewed. Users
can immediately start a conversation while somebody is viewing their video “so
you can reach out and say hello or follow-up at the perfect time.”
is the immediate notification element which Drift claims to be its product
“There are a few good software products out there that make it easy to capture and share videos. But we took a look around the market and noticed one big thing missing: none of those products create a better buying experience because they don’t actually help you start conversations with potential customers. You still have to make a video, send an email, and hope to get a response. But with Drift Video, you can get a notification in real-time while someone is watching your video and then hop right in and say hello.”
starting Drift, we’ve said there are two mega-trends that would shape the
future of B2B sales and marketing: messaging and video,” said CEO David Cancel.
“Over the last few years we’ve built an industry-leading messaging
platform used by over 150,000 businesses, and now we’re expanding our
Conversational Marketing platform by adding video.”
is driving global IP demand. According to Cisco, one million minutes of
video will be crossing the Internet every second by 2020 and 82% of all
Internet traffic will be video by 2021.
video is available today as part of the Drift offering. There is no
surcharge for video functionality for up to ten videos per month with a chat
option embedded into the video. For $12 per seat per month or $120 per
annum, reps are provided with a Pro license which includes unlimited HD quality
video sharing and storage. Only the Pro version restricts video sharing.
features include Team Analytics, Book Meetings from Video, and integrations
with Salesforce, Pardot, and Marketo.
spent the last year working on Drift Video and it was one of the main reasons
for raising our Series C in April 2018,” stated Cancel. “In looking at
the market over that time, we saw that while there are many products that make
it easy to create and share videos, none of them were built to help to start
conversations and create a better buying experience. After a private beta
with some great early customers, that’s what we’re bringing to market today
with Drift Video.”
has integrated video in its own sales process with 50% of Drift revenue
“influenced by video in the selling process.”
is the greatest conversation starter in B2B buying,” said Alexa Nguyen in a
Drift video. “In a world of faceless phone calls and emails, video has
helped us build trust, and video has helped us close more deals.”
Video is another way for salespeople to engage with their prospects outside of the norm. Prospects are constantly bombarded with emails and phone calls asking for their attention. But it’s hard to cut through that noise because they don’t trust easily. In order to build that trust, you need to build a personal connection. And all personal connections start with a conversation. Video allows people to be personal, show that they’re human, and help build that connection that might be lost through text in an email.
Lacey Berrien, Drift’s PR Senior Manager
to research from Forrester and Boston Consulting Group, 75% of B2B transactions
have little or no sales interaction. Thus, video offers a valuable
channel through which sales reps can avoid being disintermediated. However,
sales reps could push this functionality too far. While chat
functionality sounds like the next step for video, reps should be careful not
to step over the line from personable to creepy.
prospects view an email, most understand that the act of opening an email
triggers a notification to the sender, but they don’t expect that the viewing
of a video will be treated as a real-time permission for a call or chat. Immediately
reaching out to customers and prospects may be viewed as a non-permissioned
extension of an asynchronous communication into synchronous. Drift does
not discuss GDPR in the announcement, but this seems to cross the boundary into
non-permissioned communications and the release of personally identifiable
is viewing your video. Call immediately”). The video privacy
permissions are focused on the seller (ensuring they aren’t shared with
others), but there does not seem to be any functionality to limit the “call me
back” immediacy of the service. If anything, the immediate messaging will
drive down the open rate of all embedded video and kill its efficacy.
I raised this concern to Drift, they offered a best practice to address this
issue. Lacey Berrien, Drift’s PR Senior Manager, suggested that sales
reps could either wait for the contact to initiate the chat or use a message
such as “Thanks for watching my video! I’m here if you have any
questions.” This approach makes sense. By utilizing a generic
message that sounds automated, it feels less invasive. This may be a
situation where a generic message may be welcome as it serves as an invitation
to chat while a personalized message may be off-putting.
The user can take one of two roads — proactively engage with the video viewer while they’re watching via the chat functionality OR not engage at all and allow the video viewer to chat with them at their own discretion…Other customers have gone the route of not messaging and just offering the viewer another channel to engage with them outside of email or a phone call. Buyers have all of the power. And the ultimate goal is to meet them where they are…and to always be available to help.
Lacey Berrien, Drift’s PR Senior Manager
appears to be a Gresham’s
Law of MarTech (“Bad money drives out good”); an effective channel or
marketing tool quickly becomes overused or misused, resulting in lowered
efficacy. Embedded video could quickly convert a golden channel into
chaff through overuse and perceived creepiness. What makes embedded video
so compelling today is its ability to personalize and deliver a relevant
message on a 1:1 basis. If embedded video overwhelms prospects or is seen
as inviting immediate, unwanted contact, it will kill the golden goose. A
softer touch is likely the best practice. If viewers maintain the control
and opt into contact, then it will enhance the value of a video by providing a
Call to Action that the prospect controls.
Conversational Marketing vendor Drift is moving away from volume-based pricing and offering unlimited contacts for its chat platform. Volume pricing places pressure on marketing departments to trim the number of contacts in their databases to stay below volume thresholds. By moving to unlimited leads, marketers can better forecast their budgets and avoid panic as they approach volume limits.
companies punish you for growing?” blogged Senior Director of Demand Generation
Kate Adams. “After all, that’s the promise most software products these
days make. Use our service and you’ll grow your business faster. Install
our product and your conversion rates will skyrocket.”
“Because you’ve spent YEARS building up your database. And now you need to decide if contacts that are 1 year old or 6 months old or 3 months old make the cut. You’re literally washing money down the drain. What if the leads you’re throwing in the trash to keep your marketing budget below your benchmark are actually just higher up in your funnel? And require more nurturing and education about how you can help them solve their problems?”
Drift Senior Director of Demand Generation Kate Adams
announced a Drift Meetings feature which allows prospects to schedule meetings
directly from the company website via a “book a meeting” call to action. Meetings
can also be booked by chatbots, and sales development reps can qualify a lead
during a live chat and book meetings on behalf of account executives.
Meetings, you can target your best visitors and ABM accounts, welcome them with
a personalized message from the right rep, and let them instantly schedule a
meeting right from your website,” says the firm.
As part of their Q1 2019 release, LinkedIn rolled out a set of new SNAP (Sales Navigator Application Platform) partners including Altify, Drift, G2 Crowd, and Mixmax.
The Drift partnership allows sales reps to “continue website conversations” after a prospect drops off of a Drift chat: “sometimes people leave your conversation abruptly – it happens. But as an SDR, that’s a potential meeting walking out the door. So what do you do? Well now you can send a connection request or follow up message with InMail right from within Drift.”
integration also displays contact and company intelligence including shared
connections while a sales rep is chatting with a prospect visiting her website
(see image on right).
the days of toggling back and forth between LinkedIn and your ongoing sales
conversation,” said Drift Product Marketer Daniel Murphy. “Say goodbye to
awkward lags in conversations. Prospects will never again have to wait for a
response while SDRs search LinkedIn Sales Navigator or Salesforce to determine
if they’re a good fit. Now they can research a prospect’s company, see
mutual connections, and grab other insights and conversation starters – all in
gathers intent data from 24 million technology searchers. Intent data is
collected from G2 profile and category views along with competitor comparisons.
Sales reps are notified when followed accounts are researching on G2
based on contact connections, sales preferences, search histories, and profile
“People don’t buy today as a result of cold calls and emails. The power is in the hands of the buyers doing more research than ever before. As sales teams, we need to focus on accepting the modern buyer journey and connecting to the right buyers at the right time. We’ve always been aligned with LinkedIn on this vision, and this integration helps us make it a reality.”
G2 Chief Revenue Officer Matt Gorniak
SNAP integration supports InMail and Connection requests and profile views from
org-chart software now displays insights and helps users identify key buyers
across an organization.
also noted that it will be available within the Salesforce Winter 2019 release.
Salesforce admins can install the application from the Lightning Setup
Console instead of the AppExchange.
One problem that
has long dogged sales intelligence vendors is ongoing training and product
exploration. To encourage exploration, Sales Navigator added a coaching
feature to extend product knowledge. Sales Navigator Coach is a new
dashboard that “suggests actions for customers to take and links to short
learning videos.” Actions are associated with core workflows. The
videos run thirty to forty seconds.
Finally, GDPR opt-outs are being added to PointDrive presentations. PointDrive recipients will be able to revoke viewer tracking permission, effectively anonymizing their viewing data from sales reps.
At their HYPERGROWTH user conference this week, Drift announced the acquisition of email reply management firm Siftrock which tracks email replies, routes them to sales reps, and syncs data with marketing automation platforms. Siftrock will be integrated into Drift’s Assistant for Marketing.
“Last year, we started talking about reinventing email and focusing on conversations and replies instead of opens and clicks,” said CEO David Cancel. “Siftrock has built a best-in-class product that manages email replies at scale, and this acquisition will help us deliver on that vision even faster. But most importantly, this is a move that adds real value to both of our customer bases immediately.”
Drift Assistant for Marketing includes email auto-reply detection for updating MAPs and Salesforce when execs change jobs or their emails bounce. The service also drives email calls to action to conversational landing pages instead of a traditional landing page.
A new Conversational Advertising capability which builds conversations around advertising views was also unveiled. Instead of sending prospects from ads to webforms, users are brought into conversations.
“With traditional advertising it’s always been about later,” said Cancel. “You drive people to a landing page, get them to fill out a form, and then someone at the company contacts you later. But with Conversational Advertising, it’s all about right now. We can close the gap and help buyers connect with a business instantly by taking them right from an ad to a conversation to get the answers they need instantly.”
At HYPERGROWTH, Drift rolled out partnerships with Outreach, Marketo, and Demandbase. Last month, they announced Drift Intel, a lead enrichment service powered by Clearbit.
“The key to high-performing ABM strategies is connecting marketing programs directly to sales activity,” said Demandbase CEO Chris Golec. “We are incredibly excited to be the exclusive launch partner for Drift’s new Conversational Advertising product because now B2B marketers can target specific companies with our account-based advertising, and move to a conversation with sales in a single click. The time from engagement to conversation to pipeline has never been faster.”
“Great conversations are the most powerful way to drive conversion,” said Outreach CEO Manny Medina. “To accomplish this, you must have a consistent customer journey, from calls and emails to your buyer’s experience on your website. Now sales and marketing teams can share context from every touchpoint in the customer journey to drive stronger results wherever they communicate with their buyers.”
A Drift Assistant for Sales email feature helps reps prepare for meetings with briefings on the firm’s tech stack, a summary of previous conversations, and an analysis of recent website activity. Other features include no show and cancellation rescheduling and next step recommendations (e.g. meeting follow up notes),
“B2B businesses have gone digital, but we haven’t been able to move on from all of the paperwork,” commented Cancel. “Only a third of a sales reps time is actually spent selling, with over 60 percent of their time wasted on administrative tasks and meetings.