Case Study

Case Study: How Drift Bet On Talent To Outperform In B2B Customer Service

Lessons From A B2B Startup In The Hypergrowth Stage

October 20th, 2021
With contributors:
Melissa Parrish , Marissa Fritz

Summary

Drift, a B2B revenue acceleration platform, is one of North America’s fastest-growing companies. This case study examines how its customer service department evolved from a team bolted onto the broader organization into a key cog of customer success and employee experience. Learn how Drift’s customer service team scaled itself alongside the company’s hypergrowth, integrated with other internal teams, and changed the culture to push the boundaries of what can be improved in B2B customer service.

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