Employment Hero Enhances Customer Experience with Drift

• Analytics & Modeling - Robotic Process Automation (RPA)
• Sensors - Camera / Video Systems

• Equipment & Machinery

• Procurement
• Sales & Marketing

• Behavior & Emotion Tracking
• Chatbots

Employment Hero, a rapidly growing startup based in Sydney, Australia, was faced with the challenge of providing an exceptional customer experience. The company, which offers a suite of powerful employment tools to over 80,000 businesses worldwide, wanted to engage buyers on their terms. They used digital marketing strategies to attract prospects to their website, but they needed a way to interact with these prospects once they were on the site. They wanted to be fully aware of the customer's location, activities, buying stage, and preferred engagement channel. The challenge was to find a solution that would allow them to engage with customers in real time, track and monitor their behavior on the site, and make the sales cycle more efficient.

Employment Hero is a fast-growing startup headquartered in Sydney, Australia. The company empowers over 80,000 businesses across the world with a suite of powerful employment tools. These tools help businesses manage HR, payroll, performance, learning, recognition, and benefits easily with an integrated platform. The company uses digital marketing tactics to attract prospects to their website and aims to provide an exceptional customer experience by engaging buyers on their terms. They strive to be fully aware of the customer's location, activities, buying stage, and preferred engagement channel.

Employment Hero turned to Drift, a platform that alerts representatives in real time when buyers are live on the website. This allows them to start a conversation at the right time and capitalize on the buyer's intent. Drift also enables the team to personalize their messages based on the buyer's behavior on the website or connect with them in other ways if they're not available to chat immediately. The company uses dozens of different Drift playbooks to target just about any website visitor with a unique message. They have a range of playbooks, from customer-centric bots that direct customers to support resources or account managers to buyer-oriented bots that support their demand generation efforts. The goal of each playbook is to make it easier for website visitors to find additional information or get in contact with the team. Employment Hero can adjust the messaging based on the person's interests and how they have interacted with the bot to create a truly unique experience every time.

• With Drift, Employment Hero has been able to create an incredible buyer experience that results in higher metrics and better results for their sales and marketing teams. The use of Drift has significantly increased the volume of meetings booked and contact requests. The company has also been able to shorten the sales cycle, providing a better experience for buyers who can now find exactly what they need without having to navigate around the website for a long time. The improved website experience applies to both prospects and customers, who can now get the help they need in a matter of minutes. Drift has also enabled Employment Hero to gain key insights into their website configuration, leading to a redesign that simplified their pricing models and improved messaging. Furthermore, Drift data supports the sales team's approach to prospecting and engaging, providing them with insights into who is engaging with their website, what they're engaging with, and how often they're visiting the website.

• 50+ meetings booked per month

• 70+ conversions from Drift meetings to opportunities