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Drips

Available through IT Raven

  • Contact Center and CX

Drips is an outbound engagement platform that reaches customers by two-way text, scheduled calls and voicemail, run as a managed service. Instead of dialing a list or blasting one-way messages, it opens with a plain text, holds a back-and-forth as the person replies, and only steers toward a live call or a web action once the replies show the person is ready. The software comes with people: a client success manager, an insights manager and an operations team run the campaigns, and requests go through a ticketed client portal. Compliance sits inside the product. Drips says its platform has carried 1.5 billion conversations to date, holds more than 3 million at any one moment, and is ISO 27001 and HITRUST certified. For a buyer, Drips is the outreach layer that fills a sales or service team's calendar with people who have already engaged.

Best for

  • Health plans and Medicare brokers whose members and shoppers do not pick up calls from unknown numbers, with outreach that peaks in the Annual Enrollment Period.
  • Lenders that watch loan applications stall half-finished and want the applicant nudged by text to complete it or book a call with a banker.
  • Insurance carriers and agencies with quoted-but-not-sold lists, renewal paperwork to chase, or web-form leads that go cold before a call center reaches them.
  • Universities recruiting a generation that answers a text and ignores a call or an email.

A company that mainly needs to answer inbound calls is looking at a different kind of tool. Drips is about outbound conversations.

What they offer

Outbound Engagement. Conversations as a Service is the core product: two-way SMS, scheduled outbound calls and voicemail, including a visual voicemail format, sequenced so that a person is handed to a live agent or a web page only when the conversation says they are ready. Drips runs A/B tests on live campaigns and connects to a client's CRM, marketing automation, dialer, analytics and call center systems through an open API, with its own team building the integration. It sells packaged programs for health plans and brokers, banks and lenders, insurers and universities. The service is managed from a discovery workshop through launch and ongoing tuning.

CX and Conversational AI. Two pieces of the platform do the thinking. The Drips Rules Engine drafts and manages conversation scripts from a database of state regulations, FCC rules, industry requirements and Drips' own practice, so a script starts inside the rules. Disqualified by Drips is a natural-language layer that reads how a person actually asks to be left alone, well beyond the word STOP, and sorts each reply into categories so the right action follows. Drips says the system catalogued more than 250,000 distinct ways people expressed that wish in one 60-day window, and that it holds the classifier to a 98.5 percent confidence score, sending anything lower to a human trainer who teaches the model.

Proof

These stories come from Drips' own published case studies, told here without the customers' names.

A Fortune 25 health plan running a medication therapy management program. A hard-to-reach group of members had been called by a pharmacist as many as 19 times with little to show for it. Drips built a campaign of texts, visual voicemail and scheduled calls so members could engage without picking up a live call. Completed reviews rose 20 percent, and the plan reached a four-star rating on 84 percent of its contracts.

An auto-insurance quote-referral company with more than 50 years in the business. Answer rates on its quoted-but-not-sold follow-up calls were falling. After moving that flow to Drips, its prospect-to-transfer rate nearly doubled, and a later campaign to prospects who had never been quoted converted as high as 32 percent.

A private university focused on healthcare degrees, with several campuses and large online programs. Younger prospects were not answering calls or reading email, and manual dialing could not scale. It moved recruiting outreach to text conversations that kept prospects engaged until they were ready to talk, with Drips coordinating the resulting calls. Within six months it saw a 17 percent increase in engagement, with 7,000 applications and 3,000 enrolled students attributed to the program.

Drips also publishes figures of scale: 1.5 billion conversations carried to date across 3.5 billion individual touchpoints, more than 3 million conversations in progress at a given moment, and, in the 2024 Medicare enrollment period, programs that reached more than 2.3 million shoppers in all 50 states. It states ISO 27001 and HITRUST certifications. These figures are Drips' own.

Good to know

  • Drips is a managed service. Campaigns are run by its team through named roles and a ticketed portal, which suits a business that wants outreach done for it and will frustrate one that wants to operate the software itself.
  • Drips treats a text as marketing, needing express written consent, when it tries to upsell, retain or change an account, and applies a looser standard to purely informational messages. Its own materials say this is not legal advice and that a buyer should have counsel review a new contact strategy before launch.
  • The only dated document behind this page is the 2024 enrollment-period report. The web pages carry a copyright year rather than a publish date, so ask for current figures.
  • Product names and figures here are the company's own material.

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