Global Supply Chain SaaS Company
The Problem
A global supply chain SaaS company had invested heavily in Drift. A year into onboarding, the results weren’t there.
- Complicated chatbot playbooks frustrated both teams and visitors
- Conversations dropped before sales ever got involved
- Instead of improving marketing spend ROI, Drift was holding it back
They were making a big investment in Drift to drive pipeline – and getting the opposite.
What We Did
Week one: We staffed our live agents directly inside Drift. No changes. We worked within the “best practice” setup Drift recommended.
Week two: We switched to our own platform. This lets us run our proven approach – proactive greetings, human talk tracks, and an anonymous conversation framework that removes friction.
The Results
Week 1 (Drift):
7 chats → 5 leads
Week 2 (ChatMetrics):
57 chats → 21 leads
| Week | Platform | Total Chats | Leads | Conversion Rate | Traffic Volume |
| 1 | Drift | 7 | 5 | 71% | Same baseline |
| 2 | ChatMetrics | 57 | 21 (+12 later) | 37% | Same baseline |
Visitors dropped off mid-chat in Week 1, stuck in bot flows. The few who pushed through really had to want sales.
In Week 2, conversations flowed. No drop-outs. Another 12 visitors returned later and converted.
The marketing team was thrilled – finally, ROI from their site traffic. Sales leadership praised both the quantity and quality of meetings being booked.
The lift was so clear, the company chose not to renew their Drift contract.
Key Takeaway
You don’t need more traffic. You don’t need more campaigns.
You need humans trained to convert – in a system designed to win conversations, not lose them.
Want to see what this looks like on your site?
Let’s talk. Or reply “case study me” and we’ll send you a teardown of your current chat experience.
ChatMetrics