Customer Spotlight

Drift Generates 6X More Qualified Leads for Upgrad, an India-based Online Higher Education Platform

Published: October 04, 2021
Customer Profile
> 1000
Internet Software & Services
IN
Introduction

This Customer Spotlight is a synopsis of how upGrad used Drift to benefit their business. The feedback included was collected and verified in a January 2022 survey of Drift customers conducted by UserEvidence, an independent research firm.

Key Results

1
Months

Time to ROI

5
X

More Opportunities Generated via the Website

Drift has been helping us to generate more leads (revenue) and enhancing Customer Experience. We receive ~50k queries/leads monthly from our prospect and existing learners and the team is able to convert those leads/resolve queries with help of Drift. It was an opportunity loss earlier when Drift wasn't there. Our L2P is 3% of Drift leads which is higher than other marketing channels.

Ashish Nagar

Associate Director, Customer Service, Sales

Scenario

What were the main challenges your company was trying to solve that led you to purchase Drift?

  • Customers can’t find information they need online
  • Missing opportunities to engage with qualified leads
  • Lack of quality pipeline to support quarterly revenue targets

Which Drift capabilities and offerings most influenced your company’s purchasing decision?

  • Inbound & outbound sales tools
  • Scalability
  • White glove customer experience
  • Integrations with core business systems

What competitors did you evaluate before choosing Drift?

  • Intercom
  • Salesforce LiveAgent

Our Customer Service team members have been using Drift to address Mweb & Dweb chat queries. After the first level of filtration by BOT, our CS team is resolving queries of existing learners and for prospect learners, CS team suggest them the best suitable product (courses) and transfer the lead to the sales team for conversion. So, 2 major benefits are ; 1. Leads/Revenue generation 2. Customer Experience Enhancement

Ashish Nagar

Associate Director, Customer Service, Sales

Outcome

How long did it take you to experience ROI with Drift?

  • Less than 1 month

How many more opportunities are you generating via your website with Drift relative to your previous set up with static forms?

  • 5 - 7x
About Drift

Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -- not days later.

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