Drift Reviews & Product Details

Amazing and very friendly support 24/7. Each time I need something I will find someone that can actually help me. Also the playbook builder it's easy to use and very intuitive to understand the user path that you actually create.

There are not enough integrations. We are currently using Act-On as marketing automation and Microsoft Dynamics as CRM and we are manually integrating Drift through Zapier. Also, it's very expensive and it's difficult in our market to perform a positive ROI. We can't scale up our Drift experience because we cannot generate that many leads in our sector.

Easier and faster demo submissions. The users interact with the bot and they find it helpful. More incoming leads and easier process for our sales team in booking a demo call

I like that it connects us to people immediately when their interest is highest. it also tells us what page they are on.

I hate that it disconnect when people go to to a different page. also, the Round robin is annoying that if i am behind it gives me 3 chats in row.

I think it is a great customer experience to go from a chat to a same-day meeting. we have a really high closed-won for those.

Tangible ROI, Modular design process, great CSM team

The automation product line is underdeveloped and doesn't provide accesibility or autonomy to the end user. It becomes difficult to troubleshoot issues due to this. Automation is very much a managed service "black box" at this point which proves challenging for our organization

We use this tool as a conversational channel for our prospects and partners. We can direct people to the right resource, and if needed, loop in a sales rep. Drift is a strong driver in pipeline and creates meaningful conversations with our customers

I think the tool is very easy to use and learn. Their interface is intuitive. I think their customer success team has been wonderful to work with as well to help optimize our use of the platform and bounce ideas around. I also like that they have templates for playbooks so youre not always starting from scratch.

Our biggest downfall is not having the right time/resources to properly invest into optimizing the tool in order to see the ROI. Like any marketing strategy, it requires time and experimentation to see what works. I think there's a lot of room for us to grow our strategy. So this isn't necessarily a fault of Drift itself, but rather it needs to be treated like any other tactic and given the care and attention it deserves. We also had to solve for spam engaging our Drift bot, that would create noise for our sales team.

We are trying to engage our website users differently and connect them with a live human being where possible to increase conversion rates with our web traffic. We like their auto-routing feature and connect the user with the right person on our sales development team. We have been able to successfully convert leads from Drift into pipeline dollars.

Drift helped us grow our revenue while also giving us more abilities to filter chats with the bots rather than having our team do it manually.

While Drift is great for sales, our support team was looking for more capabilities to separate support from sales, monitor feedback, etc. It also did not have the best HubSpot integration like we were told it could, which is disappointing. They probably over-sell it on the CRM integrations. We were told it likely works better with Salesforce.

Drift is a much more engaging tool on our website and allowed us to more fully customize the site user's experience with chat, get them to the right sales rep faster, and heavily increased the number of chats our sales team was getting month-over-month. We even experimented with other tools they had like the conversational content (used in lead-gen forms), which again had some limitations with HubSpot, but was really engaging, and our sales team loved having their own chat link. We used those in email signatures, email marketing, and more! Great feature! Such a nice, intuitive way to get in touch with leads quicker and easier.

the web app has a nice UX and the live view is streamlined

it just doesn't work as shown in the demo

biggest problem is getting insight onto my accounts

I like the layout of this tool. Everything is fairly simple to find and it looks very clean. My absolute favorite feature of this tool is reporting. It's great to be able to filter charts based on the team involved, and even on an individual basis. Also, the reports in the playbook help us drill down on ways to improve our chat experience.

We came from a slightly more "sophisticated" tool, so Drifts lacks a few features we desire. I would enjoy the tool even more if we could filter chats based on the date. We also noticed that chat routing doesn't have many options besides round robin. With our previous tool, we could individually set the max amount of chats that an agent could take at a time, which was beneficial if the agent was training. I would like to see Drift incorporate more options for filters, chat routing, and max chat load.

Drift is beneficial because we can have a bot help us with routing our chats to ensure the best user experience.

Drift is full of features that allow us to build customized, interactive experiences for our site visitors. We use a combination of automated bot conversation and live, human chats, depending on the scenario. The flexibility and being able to be highly targeted and personalized to a user, while being interactive, and having real-time conversations on a website is what I refer to as "web 3.0."

The rich features can be a little overwhelming as you're getting ramped up. However, the personalized support that Drift provides is fantastic. Each person I have been in contact with is helpful, very knowledgeable about the product, and is always pleasant to talk with.

We are offering our site visitors a fast, easy way to find help and answers to their questions, and will be roling out the ability to schedule an in-home appointment online via Drift. This helps us to convert sales, and provides our potential customers a convenient, efficient experience.

Drift's ability to easily integrate with a variety of other platforms is extremely nice. For example, it has been super easy for our company to integrate with Salesforce. Also, Drift's support team is unbeatable. Seriously they are simply awesome.

The UI for building playbooks can be a bit wonky at times. Sometimes the interface becomes glitchy.

We are using drift for both Sales and Support. The playbooks we have running help customers communicate with sales reps efficiently. Definitely helps with securing sales. The Support side of Drift is alright. It's no zendesk but it gets the job done for sure. Article looks ups and ticket creation are two of the main features that work well. But hey if you have zendesk you can certainly integrate Drift with it.

Drift has tons of capabilities that really accelerate information capture on our website. We're able to interact with visitors in a far superior way than with our old live chat tool.

It's amazing that they make so many updates so quickly to the tool, but it's taken about a year for my org to launch it and get it to a place that we really like. The tool really wasn't built for customer support, and our company needs it for both CS and marketing, so that was a big hurdle. The UI can be really confusing. We also had a terrible customer success manager for a while, and when he left the company we weren't even notified.

We're putting more meetings on calendars and proactively engaging with a lot more site visitors. This ladders up to a general increase in MQLs, although there's a lot more that my org can do with it.

Chatbot and customer engagement, playbooks and meetings.

The Feature: Unenroll contacts on reply (email sequences) is not working. its been a while since I reported it and the customer support team is not helping. I still using Drift because even with that bug is still the best tool I could find.

Conversational customer engagment automation

Drift makes it super easy to connect with site visitors who want to learn more about our products. Once they answer a few automated questions, Drift pings a member of our team who can chat with the prospect.

We get a lot of poorly qualified leads. This may have more to do with the logic our team uses, however, than with Drift itself.

We've had some great conversations with folks who may have not otherwise communicated with us.

Easy access of customer support, ease of use and set up

Fixing playbooks, adjusting to errors and our fixes don’t always work/stick the first time

Capturing leads, answering immediate questions, saves our time

There's simply no easier way to increase website engagement.

There seems to be quite a jump in both price and product features between the package options. Would love to see more options in-between. Hard to justify the price jump when I don't need to use all the features.

My organization had a wealth of prospects sitting in the awareness portion of our funnel, but struggled to advance them to consideration. Drift provided a huge boost as it allowed zero-pressure conversations between prospects and our marketing team.

Easy to use, simply integrate to the page and a straightforward web-app

Some folder organisations or labeling of the cases.

General questions via our webpage. We are getting leads through Drift and answering basic questions about our platform

It was nice to be able to easily get notified and communicate with customers online. It was pretty simple

Sometimes the alerts didn't pop up right away.

We are able to help customers with simple questions they have about our services. It helps us reach a broader, different audience, who have a need for our services.

Simple integration , professional looking and functions very well and as it should

at first a little daunting but then it clicks . Too many youtube videos that don't help . Stick with the product and not 'look at us' aren't we great

Ability to chat with a potential customer when I'm not online

It's fun and a new way of interacting with customers. You can instantly see who is interacting with you and see if they are a genuine lead.

Sometimes the email's come in a little slow and you can miss someone who may be a genuine lead. Sometimes clients get annoyed and just want to speak to a 'real person'. But unfortunately sometimes the team are away from their desks or too busy to action immediately.

It instantly allows us to see who we are interacting with.

Catchy CTAs, customized chat messages and triggers

Bugs in the product. Features are released with lot of visible bugs.

Lead Generation. A significant jump in the # of leads

I am able to easily communicate with prospects and engage with anyone on the website. The tool is sleek and modern, and has a very user friendly interface. It is collaborative and allows for actual human interaction, not just a robot.

Sometimes it is a little glitchy or delayed. Messages will come in late, and the person will have already logged off.

Less people are calling our inbound line with complaints. The bot does a great job of filtering people to the right place on the website, or right phone number.