Drift Customer Success, Professional Services, and Playbook Optimization Descriptions

Only applies where incorporated into your agreement with Drift.com, Inc.

Benefit	Details
On-Demand Training	Access to a library of video trainings, best practices, help documentation, and Drift certifications.
Sales User Training	Overview and best practices for your sales teams that use Drift on a day-to-day basis to help improve efficiency and drive pipeline. Time to first response, lead capture and meeting conversion rates Target account engagement Best practices for prospecting, live chat, ABM, and video messaging
Customer Success Manager ("CSM")	Your Drift resource, focused on developing the strategy for you to achieve your goals. This includes: Executive relationship building & engagement Success planning & best practices Industry trends, Health monitoring & improvements Advocacy Feature Request & escalation management Platform education
Recurring Meetings	1-1 tactical sessions with your CSM to review your account strategy and make real-time modifications.
Strategy Sessions	Interactive sessions to review high priority initiatives, platform & user adoption, playbook performance, and optimize to your strategy to meet your goals.
Executive Business Reviews	Reviews of on-going performance, plan/coordinate for ongoing and upcoming activities, and review adoption metrics.
Chat Support	Real time support and help from the Drift team via chat on www.drift.com.
Ticket Response Time	Online support tickets which are responded to within the timeframes defined in the Service Level Agreement below.
Professional Services Engineer	Technical Support resources available to help with advanced or non-standard integrations, API usage to build custom extensions or to embed Drift in app, or non-standard reporting options as needed.

Professional Services

Onboarding

Services and coaching to ensure Drift is properly set up, tested, and deployed to hit your business goals.

Task	Detail
Account Setup	Confirm metrics of success, review revenue acceleration strategy, install the javascript on your website.
Audience Identification	Identify key audiences to target, key channels for driving traffic, and key upcoming marketing campaigns.
Technical Integrations	Connect your MAP, CRM, and other systems directly to Drift so that leads and data flow correctly across your stack.
Playbook Design	Select initial high impact playbooks to start then review copy, routing rules, and attribute mapping for new conversations.
Pre-Launch Testing	Review your global settings, define and setup performance reports, test your playbooks to ensure you are ready to go live
User Setup	Add your users, connect your team’s calendars, and prepare your team to have conversations and booking meetings.
Reporting	Align on key metrics and tracking to ensure we can measure the results and return on your Drift investment

Playbook Optimization Services

An ongoing relationship with a Drift expert to optimize existing playbooks, build new playbooks, and perform ongoing playbook/routing maintenance (based on effort levels contracted)

Benefit	Details
Playbook Builds	Personalized experiences for new or existing playbooks. Strategize and advise on new playbooks needed for current or upcoming campaigns, work with your team on the flow and copy, then build or optimize on a recurring basis. Performance audit of live playbooks to optimize for success.
Conversation Routing	Advise your team on setting up proper routing rules in Drift to ensure the right reps or team members are notified and join the right conversation at the right time. Access to Drift admin coaching and assistance.
Reporting and Analytics	Performance reviews of playbooks and results structured around your key audiences and goals. Data driven recommendations for additional playbooks.

Please note: You cannot pool hours, unused hours will not roll over from month to month, and no refunds will be given for unused hours.