Drift Reviews & Product Details

To start with, Drift's chat widget is customizable, looks great, and is very easy to install on most sites (simple line of code in the header, Wordpress plug-in, etc.). The chat experience is good and it integrates directly with Slack so that you can chat from within Slack or within the application. They are constantly adding new features, and improving the experience for both us and our customers. I love the targeted campaigns, where you can send specific users on your site little unobtrusive messages (or full-screen takeovers), based on very specific data (device type, location, URL visited, etc.). This allows for great user engagement, without much in the way of additional resources. It has also replaced Freshdesk for our customer support as their paid plans support email communications. Pricing is very fair for the feature set, as they do not charge a "per user" price like many operating in this space.

As a relatively new product, I've come across a few little bugs, but their customer support is phenomenal and is always quick to address any issues. The free plan is quite limited unless you are operating a very small business, but they've got to make money somehow!

Drift has replaced a few pieces of software/services for us, by rolling a great feature set into one package. We have replaced Smooch (online chat linked to Slack), Freshdesk (e-mail customer support), and Mailchimp (e-mail campaigns) with Drift. I believe that we have increased our ability to connect with our customers and potential customers, while not increasing the amount of labour required for customer service/support online.

There's been a lot to like so far. The product is extremely intuitive to use and has allowed every member of our company to interact with users with ease. Pushing notifications to Slack has allowed the entire team to see what's going on with our users, and lets us respond quickly without having to sit inside of the application or our email. The team iterates extremely quickly and has a lot of exciting things on the way. They're great at customer experience in their own right, and use their own product, helping them to improve it even further.

Any bug or issue encountered has been handled very quickly, so it's hard to say much. Maybe the fact that they're limited now, but that's changing very quickly. We're excited to see what Driftt comes out with going forward.

We've primarily been using Driftt as a customer support tool. Driftt has allowed us to easily incorporate the entire team into our support efforts and give rapid and effective support to our users (something that hasn't gone unnoticed). We're excited to use some of the more robust tools that the team is currently building (a variety of campaigns for both in-app and email outreach to selected user segment).

Driftt is a pleasure to use across our product management, marketing and customer success teams. Unlike many of the other options we've tried out, Driftt clearly understands the needs of product marketers and is building *the* tool for our users. The design makes the product a joy to use and the pace of iteration and improvement is amazing to watch.

Still early days, so a number of features we'd like to see (e.g. email fallback for NPS surveys) are coming soon. We want them now! :)

As a SaaS solution provider, driving our customers' success is our #1 goal. Driftt gives us exactly the tools we need to run campaigns to drive that success and understand what is and isn't working for our customers. We're still rolling out the tool, but have already completed our first NPS survey of our customers with unbelievable ease.

Easy to view reports on activity and generally is quite accurate compared to other tools.

Don't have any as of yet - still relatively new user.

helping me understand what customers are looking at so I can tailor outreach and understand what areas of our website my opportunities are looking at and when.

I really like the ability to get notifications straight to my phone. It allows me to connect with customers quickly and efficently.

It was a little confusing at first the the launch page. But the actual app is very direct once you learn how to use it. Very user friendly.

Our company uses drift to automate questions which has allowed us to help over 1000 questions just from using it the past few months with out anyone needing to talk to the customer. It also allows us to get the customer to the right representative quickly.

I like drift's user interface and intuitive features. I like that we get notified when we receive a chat a the possibility to have already the prospect email that sometimes it let's you check out their business

I would improve the bot. The answer given are to general.

We get better prospect to reach to us, interested into ht eproduct. I also would like to add the possibility to send immage o attachement

I like the auto responses that the chatbot generates. It saves our team a lot of time and resources while still providing helpful responses to our users. The built in video recorder allows us to send personalized messages to our prospects.

Sometimes the video recorder freezes up, especially if I'm re-recording a video. I usually have to refresh the page and start over which can be frustrating. I also notice a delay with some of the notifcations from website visits. This is important because we try to maintain a low SLA time.

Drift reduces the number of staff required to host our websites chat function. This allows the team to focus more on other activities like sales prospecting. The automated responses allow us to filter out casual users and focus on prospects that are seriously interested in our products.

The availability to make training videos.

Took a bit to get used to how it all worked.

We are able to set up comprehensive training videos for all new hires.

great support and services- can help capture webiste leads too

I use the feature for chat and find it helpful

being able to chat with users is helpful as well as scheduling time at ease

The opportunity to quickly interact with customers visiting our website.

Many of the customers visiting have operational or financial disputes; they are not seeking product information or help from a sales rep.

Drift provides immediate contct with our customers and different ways to answer questions on a particular company Brand or service.

So far we have not started using drift but have been in training and the team has been really great with onboarding and creating playbooks.

Some of the training seems like more of a sales pitch for drift than actual training at times. (not live training, recordings online)

So far we have not started using drift but I am hopeful that it will help us reach prospects quicker and filter out support requests.

I love the fact you can use Drift Video to quickly record sessions, and explainer videos, quickly and easily from the browser plugin dropdown.

Sometimes the sound doesn't record from when another video is playing I want to record. But I think that is something to do with the sound compression setting on my MacBook

It does help me quickly answer any specific user questions as they are browsing on targeted landing pages. As well as use of the Drift Video app to quickly record sessions and explainer videos, quickly and easily from the browser plugin dropdown.

The routing mechanisms work really well with our teams. Additionally, the ability to dive into conversational analysis on a deep level is super helpful and one of the most robust parts of the tool.

There have been some continued opportunities on holistic reporting. We were very interested in "rep availability", but the tool has not had access to that metric. It is coming soon on the roadmap but would've loved to have had it for the last 2 years.

Drift is helping us stay connected with the prospects on our website and converting them to paid customers by equipping us to quickly and easily answer their questions and move forward in a sales cycle.

The ease to use factor of the app is great and makes it like anyone of any level can use it/

learning how to use it took me a while because of system preferencs

Helping scheudle some demos/ source more leads but it is rather inconsistnent.

Partners are able to get quick help through the chatbot and book a meeting with me through the integrated platform.

It's not entirely clear how to get certain user permissions. Some access is hidden and it's unclear who the admin is on the account.

Getting Partners quick answers rather than them having to reach out to a person for each individual question! Saves our Account Management team a ton of time.

Dashboards are quite helppful. It show who has visited our websites when and from where. It makes reaching out to customer quite easy.

It sometime doesnt record email ids of customers

It show me live customers who are using our websites and also live chats are quite useful.

Easy to use, can still send email to person even after they disconnect

Doesn't notified you straight away via email. When you receive email, it tends to be already too late.

Prospect can easily reach out to prospect/provide easy mean for communication

Direct access to my calendar which allows a quicker communication with prospects, and automated messaging when I am not at the office so that everyone is taken care of.

The prospect allowed to book some time in my calendar are not as verified as Id like: sometime the telephone number is not correct or the email chose is not a corpprate one.

Direct contact from our website to the sales/marketing team even when we are not actively working: gain of time overall. Easier access to our email. Demo schedule more easily.

What I appreciate most about the Drift platform is the extensive customizability it provides in the formulation of playbooks. This feature allows us to tailor unique experiences for potential clients and existing customers alike, enriching their interactions with our online presence. By doing so, we're not only enhancing user experiences but also fostering a more meaningful and personalized engagement with all individuals visiting our website.

We persistently encounter challenges related to chat routing and notification for our representatives. Despite our efforts to address these issues, they recurrently resurface over time. This cyclic pattern indicates a need for a comprehensive and more sustainable solution to enhance the functionality of our chat system and ensure seamless communication within our team.

Drift has demonstrated its effectiveness as a time-management tool for our organization. It streamlines our operations by enabling our sales representatives to concentrate on converting higher-quality leads. Concurrently, it ensures our customers receive the necessary support through its chatbot function, thereby maintaining our commitment to excellent customer service.

Easy to use and set up the tool as well as manage and onboard new users. Has good functionality and integrates well with other platforms such as SFDC. Good reporting. Is helping us to generate new, qualified meetings for Sales team.

Overall the Drift tool fits the bill for what we want to use it for. We have had multiple different Drift CSMs over the past few months which has led to some incocnsistancy in how our account is managed - i.e. tracking KPIs, helping to build out optimised playbooks, etc.

Drift enables our Sales team to live chat with web prospects, acting as a quick and easy pre-qulaification tool. We also utilise the book a metting functionality to enable prospects to book directly with our SDR team.