Drift Reviews: 4.4/5 — Solid Choice

it is easy to install, robust and for free

a lot of options to use which i do not completely need. but no real downside.

communication on my website live modus

I like how Drift allows us to qualify leads that come in so our sales team doesn't have to waste their time with qualifying leads one by one. Their live support chat is very useful when I have questions regarding Salesforce sync, playbooks, and conversations.

Drift takes a lot of time and effort to onboard and it was very overwhelming in the beginning. Our CSM went a little too quickly and it was hard to follow along at first.

Drift bots are helping us qualify leads and it saves our sales team time so they can work on other items.

The live view of customers on our website with the ability to add accounts for SDRs to track has been a great addition to our process.

The sequencing system isn't as strong as some of the competitors, but it does the job.

We are able to see who is on our site and respond to prospects questions in real-time to book demos. Also, Drift allows my SDR team to have personalized drift pages so prospects we outbound can book meetings on their own through our signature.

the entire view on Conversational Marketing and how it can increase leads

not much actually - just love what you are doing.

love the chat - it is helping my agency obtain more leads one more options to generate those leads

I like the Reports tab as well as the general chat layout. Also handy that it connects right to my SalesForce.

I wish I could see a live feed of what the customer is typing. This is a super handy feature in my line of business because it allows me to see if a customer is copy/pasting information that could be fraudulent.

Customers don't really use the chatbot correctly, but I think that is just how the admin has everything set up.

Ease of use, friendly appearance, possibility of having company details of the person I'm talking to

The reports. There is only one type of chart available and the conversation by the time of day chart could be improved

improved quality of communication with customers

Easy to implement/integrate. Great UI. Intuitive.

It would be nice to have additional data options for API integration.

We're capturing site visitors, that would otherwise be unknown. Personalizing messages, qualifying leads and driving business in a more conversational/casual approach.

The widget's appearance on the website is clean and polished. Furthermore, the features it provides to automatically reach out (AI Sales Assistant) are great to actually recover a customer about to leave the website due to frustration or confusion. The meetings feature is handy if a customer wants to know more about a product or schedule a demo.

I feel like the Playbooks feature doesn't have enough simple options suitable for the free tier. In my opinion, there should be custom, simple trigger-based Playbooks. They could be limited by Drift, if needed.

My website has more clicks and views than conversions. Additionally, I've noted that over the course of a few weeks, many customer emails have gone unanswered for more than 2 weeks, buried under too many emails. With Drift, I feel like customers can have multiple support options; We already have a helpdesk, but honestly, the Drift live chat is the fastest option, and the fact that it lets us categorize leads is a plus. I feel like I would lose way too many customers without this solution, so, in short, I'm looking to solve: - Low customer support response times (sometimes more than one month), which is unacceptable; - Low conversions because the customer can't find what they want, or they want a custom quote and no one reached them over email; Additionally, an (Almost) instant and feature-packed support experience is priceless, and that's why Drift helps in solving these issues.

Easy to organize myself, easy to use. Great support. I like a lot of things.

I don't like I can't specifically book off certain days like holidays or vacation periods. But that's nitpicking.

Makes booking meetings extremely easy.

Drift is fairly intuitive to use and there's good check and balances to the user experience so that you don't accidentally take something live that won't work. But most impressive is the ability to chat back and forth with a Drift team member if you're having issues. The responsiveness and expertise of the person I chatted with was impressive.

Finding where your captured lead contact info lives is challenging

Finding ways to engage with our online customers to encourage review generation of our products.

With Drift, I can skip straight to discovery. From being able to book meetings directly, I can check my calendar in the morning and see if I can get one of my AEs to jump straight in if they're qualified enough. No need to cold call and work through qualification, or setting a time that works for both - it's all done when I check my calendar thanks to Drift.

Sometimes books meetings without collecting a phone number - that's it!

I have 101 things to do all day working in Business Development - Drift helps me do the things I don't have time for, and does it well.

Drift has given our SDR team a great new avenue for interacting, qualifying, and creating valuable sales opportunities. We've definitely seen a surge in Drift as a lead channel and truly attribute it to proactively chatting with website visitors in real time. That being said, we're very excited to see how live chat in video will take our outbound emails to the next level.

Would like the ability to customize video cover images ... other than that, no complaints so far!

Drift video is helping us add a level of personalization to our prospecting efforts. The live chat functionality also gives our SDRs the ability to engage with potential customers in real-time... which we think will break through the "typical" marketing clutter and drive additional opportunities.

I like Drift's intuitive set up and the fact it can deliver leads or help nurture them without requiring constant attention.

Some of the dashboard functionality could be easier to set up. But in truth there's nothing to dislike as such.

We are clarifying our messaging with Drift. We are using it to improve signposting on our website. It's also stimulating demo requests or delivering them in a completely automated way.

The UI is very simple so it doesn't take long to get to grips with it. You never miss a conversation because of good notifications and a closed loop which sends your answer as an email as it isn't read. Live View is super helpful.

I would like more analytics about response time and a customer satisfaction survey

Being able to identify when customers are online and reach out to them when it matters.

Drift helps us schedule appointments when we are away or capture data we can use to try to market later, and enables be to quickly chat and assist customers on an as needed basis. The ability to try to create chats from Live View is also beneficial.

It does not remember past visitors who have provided email address always, so need those people to offer up contact details again for it to click in. Making the playbooks was complex but seems like that has become a bit easier.

It has gone beyond the 8 hours a day I am here and helped engage people quicker than I am able to with the immediate pop up. It can help disqualify people that are not viable leads saving me time. It has given data we can use to target people and also showing us what the most popular areas of site people visit.

The setup is easy and fast, all you need to do is add a snippet to your chat and you'll be able to communicate to your website visitors both through the mobile app and website. You have the ability to add a welcome message to your users and you're also able to do some light customization, such as change color. Another feature that drift has, is the automatic email collection feature. The email collecting allows you to contact your users regarding their inquiry even after they've exited your website.

The customization drift allow is bare minimum. And the welcome feature that you have is somehow breaks the app, if the user has not accepted drifts terms before, however, the chat works fine with a welcome message in subsequent visits. You can also fix it by disabling the welcome feature all togheter. Another problem I've had is that the app notifications are sometimes delayed by anywhere from 10 - 30.

Fast and easy way to reach customers in need of help. And the mobile app allows you to handle customer inquiries anywhere.

Etail was an enterprise solution that applies to a small part of our target market. Finding suspects and leads become significantly easier if they come to you and you can engage right away.

I'm not part of the marketing team so the time sales recommended changes to standard playbooks don't get implemented as timely as I would like, but this is an internal issue.

Our website analytics didn't provide the feedback in a timely manner to either sales or marketing on who was spending time on our site. Now, we can engage immediately or at a minimum, have a process for follow-up with interested parties.

The visual builder is easy to use and the success managers help me strategize with quick response times and advice.

A little tough to track ROI but many marketing platforms are

Streamlining qualified leads and targeting both top of the funnel through recommended content and bottom of the funnel talking to sales.

knowing when someone opens my emails, being able to schedule a meeting in the emails I send, and be able to know who is visiting my page and from where is excellent to know how to distribute our product, live chat and being able to check old conversations is very useful to understand what happened with the customer or what he needs when the sales rep doesn't put it in our notes

the app is too basic, sometimes I'm out of the office but I still need to be able to program a meeting or check all the conversations and that's not possible on the smartphone app, also, if you send an email to more than one contact, it doesn't tell you if they open it!

getting more leads, save a lot of time when clients reach out of the correct department and schedule meetings automatically

The integration in our website was really easy. Responding to customers via the drift app is so much more enjoyable than writing emails. Even with the freemium model you're able to customize the design. That's one of the main reasons why we switched from crisp to you guys!

You're not able to add a teammate to a freemium account :/

By using drift as direct chat our customer support became faster, more efficient and above all good organized.

Drift is amazing for instant chats with prospects, we are able to capture more interest from people we didn't really get a chance to connect with otherwise. A lot of leads are averse to speaking over the phone first, so being able to speak to them via chat, gain trust, and book a meeting is phenomenally simplified.

Drift is essentially a must-have tool for any organization, but it does have a couple of quirks that are frustrating at times. The biggest issue is when a lead that has entered information (email, phone, etc), will sometimes be assigned to two or more Drift operators. This will often happen even if the IP is the same, the email is the same, and yet it will often disrupt the rotation of Drift operators.

Drift has made it very easy to supplement my team's lead generation as well as creating a great ground in engaging hard to access leads. We have paved new roads in the creation of highly engaged leads and company records in terms of new customers and revenue generated.

Drift is a robust, clean platform that is super easy to work. The caveat to that is that you have to get the hang of it first! The previous chat builder was tough to work with - not very intuitive and lots of scrolling up and down, back and forth (think vertical, with everything jumbled together). They've just introduced a new version that is horizontal and much easier to build a chatbot with! When implemented on the website, it looks clean. Love that it has a little icon - fun and creative aspect. It can also be as simple or complex as you want - due to the complex nature of our products, we use ours as more of a "reach out to us, we can help" chatbot. But you can go much, much further.

The main thing I dislike about Drift isn't actually the platform - it's the onboarding process. The onboarding process at Drift is a bit aggressive. The onboarding teams have a very set mindset in what will make Drift work for you - no matter what your business is, or how many times you let them know your business' unique needs. They are almost 100% focused on getting live chat involved, which at the start isn't always the best option. I'd recommend that they start listening more closely to their clients, rather than bopping them over the head with their "this will be best for you" mindset. With this said - once the onboarding process is complete, it goes much more smoothly. And the platform itself is a dream to work!

We have very complex products that require a great deal of one-on-one dealing with our salespeople. In other words - they're not simple products like a t-shirt, but are highly-engineered with extremely specific specs. With this in mind, we use our chatbot as a way to funnel people to get in touch with us based on what they need: service, parts, repair, equipment quotes. It works super well and has cut down on the frustration of not knowing where to go on the website. It provides them an immediate way to reach out!

I love being able to be a person to people who inquire about our product. Talking to them in real-time is invaluable, and whenever I personally go to a website that is using Drift I'm grateful I can have answers immediately. Also, scheduling on my calendar, although that doesn't always work.

I am often fielding questions that are best for CS- such as "I forgot my password!" But also, many people ask for pricing, etc. and then will not get on a call. So sometimes I feel like I lose the ability to ask questions. Also, when I am visiting websites that use drift, I feel bombarded by the chatbots every time I go to a different page. Sometimes the calendar scheduling ignores when I am busy.

We are able to interact with clients at the moment of interest/

I like the different types of playbooks offered, and the many integrations that can be hooked into Drift to play nice with other tools in my tech stack.

I do see where they are going with their product strategy trying to get more email, landing pages, and email signatures involved but I only use the chat functionality myself. Build out pricing and packaging that allows me to pay for only what I use.

Live chat on our website to allow users to speak with us quicker.

It works fast and perfect. Notifications shows on my phone with no delay and can attend the visitor with no delay. Love it!

Nothing so far. It's really good in my experience.

Attend the website visitor in real time. They like the real time communication from social networks, so I should give them that facility on my website too. The benefit is that this visitors are potential clients and now I can talk with them and offer our services right away.

the fact that it works well, and does not cause any problems. The product has a free option for small businesses, and the chat system interface is wonderful.

Sometimes the system lags and messages appear later.

Instantly converting visitors into leads.

First of all, Drift's business model that allows small companies who don't have lots of operators and customers to provide customer support on the website for free or at low cost. But also, Drift provides an own app (and not some Jabber-like geek solution) so I can be online all the time even if I'm not at my desk and to be sure I'm not losing customers from other time zones.

Honestly, I don't know what to say here, Drift covers all of our needs so far.

Having an easy-to-set solution to get live chat on our website. An app and the cheap / freemium model were the biggest advantages.

Its ease of integration and implementation.

Wanted to be able to set it to not be “open” as it takes up a lot of mobile real estate.

Real-time conversations with clients.

Drift gives me the chance to chat with my company'website visitors who may not have reached out to us if a window hadn't popped up on their computer. I really enjoy the fact that I can take the initiative to talk with them and add a human touch to their consumer experience. believe that Drift is like an apéritif - a starter - it gives prospects an appetite for talking with us even more!

The only thing that I could dislike is that although I am a fast typer, it takes time to answer. I have now learnt to make the conversations through drift short and sweet and encourage phone calls to facilitate them.

As our target market in France is not yet very aware of the existence of our solution, we sometimes struggle to get leads. Drift helps us exchange with more prospects and answer their questions within seconds. I haven't closed any deal thanks to Drift yet but I did have interesting exchanges with prospects. It's helpful because you can quickly identify whether they are quality ones or not as they are different questions the prospects must answer before speaking with us. You can create your own playbook, you are the master of the prospects' journey on the website !

Drift is a very robust system and there are a lot of nuances to making sure it works correctly. The advantage of this is that it is highly customizable AND user friendly. Working in software myself, I understand the importance of this. There is a cost to this however, and it is that the system can be a little complicate. Not overly so but enough to make you wonder where to go next. THE GOOD NEWS is that drift uses their own product to provide you with outstanding support. As long as you do your due diligence and have intelligent and clear questions their support team will be your best friend.

Some of the support staff are more helpful than other to be sure but regardless of who you get they will be able to help you. The back end is robust so it takes some time to get used to navigation but they make it user friendly so I can't really complain.

With a small team Drift allows us to streamline our support and maximize our bandwidth on other projects.