Drift and SurveyMonkey Release 2019 State of Conversational Marketing Report

Products
Product Overview
SurveyMonkey is built to handle every use case and need. Explore our product to learn how SurveyMonkey can work for you.
SurveyMonkey
Get data-driven insights from a global leader in online surveys.
Features
Explore core features and advanced tools in one powerful platform.
SurveyMonkey Forms
Build and customise online forms to collect info and payments.
Integrations
Integrate with 100+ apps and plug-ins to get more done.
Market Research Solutions
Purpose-built solutions for all of your market research needs.
SurveyMonkey Genius
Create better surveys and spot insights quickly with built-in AI.
INDUSTRIES
Healthcare
Education
Technology
Government
Financial Services
See more industries
ROLES
Marketing
Customer Experience
Product
Human Resources
Research
See more roles
USE CASES
Online Polls
Registration Forms
Employee Feedback
Event Feedback
Customer Satisfaction
See more use cases
Templates
Net Promoter Score
Measure customer satisfaction and loyalty for your business.
Customer Satisfaction
Learn what makes customers happy and turn them into advocates.
Website Feedback
Get actionable insights to improve the user experience.
Contact Information
Collect contact information from prospects, invitees, and more.
Event Registration
Easily collect and track RSVPs for your next event.
Event Feedback
Find out what attendees want so that you can improve your next event.
Employee Engagement
Uncover insights to boost engagement and drive better results.
Meeting Feedback
Get feedback from your attendees so you can run better meetings.
360-degree employee evaluation
Use peer feedback to help improve employee performance.
Course Evaluation
Create better courses and improve teaching methods.
University Instructor Evaluation
Learn how students rate the course material and its presentation.
Product Testing
Find out what your customers think about your new product ideas.
See all templates
Pricing
Enterprise
Resources

Contact Sales Log in

Drift and SurveyMonkey Release 2019 State of Conversational Marketing Report

New Report Explores Key Conversational Marketing Trends and Benchmarks

BOSTON, MA and SAN MATEO, CA – July 16, 2019 – Drift, the leading conversational marketing platform and SurveyMonkey (Nasdaq: SVMK), a leading global survey software company, today announced the release of the 2019 State of Conversational Marketing Report. Based on a survey of 1,000+ U.S. consumers, the 2019 State of Conversational Marketing is a follow-up to the 2018 State of Chatbots report and highlights key conversational marketing trends and benchmarks.

Key findings from the 2019 State of Conversational Marketing report include:

There’s an opportunity to be more customer-centric: The top three frustrations people are facing online today are: getting answers to simple questions, dealing with websites that are difficult to navigate, and finding basic details about a business (e.g. address, hours of operation, or phone number). This is consistent with last year's survey; and point to a broader underlying issue that’s been plaguing online experiences for years: People can’t find the information they’re looking for quickly and easily.
Chatbots have a perception problem: Despite acknowledging the benefits that chatbots can provide—like being able to answer questions and resolve issues quickly, 24/7—buyers are still 2X more likely to say that chatting with a live human (e.g. via online chat) provides a better customer experience.
Email isn’t going anywhere: As new channels emerge and move to the forefront of customer communication, some thought leaders have predicted that older channels -- like email -- will fall by the wayside. But, the survey shows that email usage has grown more than any other customer communication channel, with a third of survey respondents reporting that they used it more frequently over the past year. The key to increasing engagement is understanding communications preferences and tailoring outreach accordingly.

“If there's one thing you take away from the 2019 State of Conversational Marketing Report, let it be this: It’s clear that the experiences that many businesses are providing no longer align with customer expectations,” said David Cancel, founder and CEO of Drift. “Today’s buyers expect to find what they’re looking for now, not later. As we prepare for the future, it will be more important than ever for businesses to be available across a broad spectrum of channels, and to make sure you’re communicating the way people prefer to communicate.”

“Our data reveals that, while consumers are still wary of chatbots, acceptance is growing year-over-year,” said Morgan Molnar, senior product marketing manager at SurveyMonkey. “In 2019, both Boomers and Millennials expect chatbots to provide answers to simple questions (54% and 46%) and to resolve their complaints quickly (40% and 34%), two of the top problems faced by customers. The overall message is that businesses need to take notice on how consumers expect to receive service so they can capitalize on providing a great experience.”

To learn more about how customer communication preferences, get the full 2019 State of Conversational Marketing report for free here.

About Drift
Drift is the new way businesses buy from businesses. With its quickly evolving set of tools and playbooks, Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Ellie Mae, GrubHub, InVision, Marketo, MongoDB, Okta, Outreach, Eventbrite, Vidyard, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers who are ready to buy now. Based in Boston, Drift was founded by serial marketing technology entrepreneurs David Cancel and Elias Torres and is backed by leading venture capitalists including CRV, General Catalyst, and Sequoia. Learn more at www.drift.com.

About SurveyMonkey
SurveyMonkey is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 350,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.