Drift Reviews: 4.4/5 — Solid Choice

love the fact the bot is able to coordinate conversations for us and ultimately end up scheduling the meeting without too much personal involvement.

the bot glitches from time to time, also not a fan of the slack integration and it creating a new channel each time. Saw the recent update where drift didn't have to be open anymore for notifications to work so that was a good improvement.

We are able to automate and decrease the time it takes to get meetings set up and book appointments

La possibilità di parlare direttamente con i miei clienti dal sito

non è connesso con messenger quindi richede troppo lavoro di implementazione con facebook

rispondere alle domande di chi entra nel sito

Drift is a major improvement upon our current message bot system that comes with Hubspot. We can build playbook/scripts within the message bots to answer any customer questions quickly and to pre-qualify them correctly for the sales team.

I would like to be able to see the entire conversation that the bot and prospect have so I have more context before stepping into the conversation.

We are saving time by automating the initial conversation with prospective customers. The bot directs them to the right place whether it's content, customer services, or sales. If the prospect wants to speak to sales, the bot will "qualify" them before it pulls in a sales person.

I like the easy web integration, but what I like the most is the custom meeting URL that allows customers to pick the best time to meet.

Can't easily turn off how the chat pop-up behaves.

Mainly quick support. We also do a lot of product demos, and scheduling them using the Drift is really easy.

Drift is very easy to use and visually pleasing. We use it as a live chat. The play books and bots should help customers find the answers to the FAQs they have when put into place.

If you do not pay for more expensive access, the play books and bots are very simple. Likewise, it is very difficult to search through old conversations and pull information.

We are looking for a cheaper live chat and realized we are one of the first doing that with Drift.

Its ease of setup and simple interface makes it a joy to work in. It comes with a free level to start and play before diving deeper, which alleviate the skeptics' reservations about stepping into the Chat Bot universe.

Nothing really to dislike yet. I would like slightly more insight/reporting, but even the 'out-of-box' metrics are sufficient.

Having a simple chat bot on the website captures more leads... period. Responding to potential buyers in real-time makes a huge difference compared to having someone fill out a form and wait for the email trail to commence.

The chatbots are truly powerful, they basically allow you to capture leads while you are sleeping. Also the variety in triggers ensures that you always have the right conversation for the right segment.

Building the bots sequences is not as intuitive as it could be, also it requires a completely different mindset (in terms of tone of the communication)

Increasing conversion rates and customer satisfaction

The interface itself is fairly smooth to use but does have a learning curve to it. The ability to interact with your website visitors is clearly the best feature.

It attracts a good deal of vulgar responses and aggression but is not the platform's fault per say. I would like to see the UI be a little more intuitive going forward, including the ability to switch between threads seamlessly.

Lead Generation and Website Traffic to Lead Conversion

We love to use Drift. It's easy to use, beautiful, and clean. The features are pretty full and unique. The bot features are nice and it makes the software look like it's more professional and advanced. I would say that the best feature is the ability to chat. After all, this is a chatting software and that people need a way for people to chat. Drift makes it more efficient for me to handle my support questions live. I also like how there is an app for Drift.

The problem with Drift is that the online and offline hours have to be switched on and off manually if you're on the free plan. This is a hassle and should be a basic feature for the free plan. I think they should definitely add this feature.

We get messages on our site with questions. It's such an easy way to accept support questions live.

It helps automate inbound requests and sending videos to prospects is quick and easy.

The only thing that missed the mark for me was the automated bot set up a meeting for me one time but it was with a prospect for an account that would not fall under my name.

It makes it easy for people to get directed to a consultant when visiting the website. Sometimes that may come to me and I would not have to do any work.

The customer support and services team are amazing. They offer many invaluable features and enhancements on top of chat. The features enable us to see and track the companies of "anonymous" users. Very simular to services you'd find with 6sense or other dark funnel tools.

We purchased Drift mainly for the chat feature. It's functional, but I lacks many common and expected features. The workflow can be very complex to create. The "modules" in the chat (the copy in if/then flows) are not global content areas. Meaning, you have to recreate them for each and every workflow. This also means you can't report on a questions/comment area across multiple chats. In other words, I can't see common dropoff points across chat flows. The reporting is very weak and lacking. Lastly, they sell "AI Chatbot". There is nothing AI about the chatbot. It's nothing more than if/then based responses on a database of keywords you have to manually create. It's a very laborious process. You have to input the key word, then tell Drift exactly what response or action to take. With today's technology, I would have expected a site scrape and search-like feature.

Drift provides us with a basic chat service. We were hoping to be able to use the AI Chatbot feature, but it has been very underwhelming. It is functional for live chat, but has taken a lot more work to implement than expected.

I like Drift's ability to build out playbooks based on different data like acquisition channel, page, etc.

To be most effective, you must purchase a seat for your entire sales team. This can be extremely costly.

It is providing a chat conversion option on our company website - some of our users prefer this engagement route.

Drift is a great tool for collecting customer info, routing leads to our sales channel, and logging all of this info for future use. It's helping us capture novel business with brand new customers that we previously would have missed.

I work on the technical support side of our business. My biggest complaint with Drift is that it is sales focused. That makes it difficult for us to route technical queries accurately and efficiently. It sometimes results in excess busy work on interactions with existing customers.

Drift is helping us capture new market share by interacting with non-committed customers. It generates fresh leads for our sales team which helps them exceed their sales goals.

Users can quickly exchange information with the respective specialist department via the chat. This helps the sales team, especially for new sales and existing customers. The possibility to book a meeting with the team directly is very useful.

I found the layout a bit confusing and not optimally tidy at first.

Uncomplicated approach for new customers or existing customers without them having to send emails or make phone calls to our company.As far as I can tell this helps to get a few more leads

We are not seeing the results we had hoped from Drift, only a handful of leads over several months. However Tranisha Maracalin-Burks is wonderful. She took a deep dive into our account and suggested several specific strategies that we are implementing now. Her positive energy is amazing and made us feel so much more positive about Drift, she's a keeper!

The onboarding was great, but we are still not getting the leads we had hoped to get. We set a modest goal of 10 leads per month and have yet to reach 10 leads over 3 months. But I think we need to continue to refine our playbook and hope for better outcome.

The problem Drift solves is trying to convert website visitors to leads, jury still out on whether it will work or not.

I find drift is a good way for customers to get an immediate response from someone from algolia.

Some of the prospect do not provide good quality information to follow up on. Also there can be quite alot of span

The ability to be in contact with a client and get instant replies

Ease of use and the ability to keep the customer interactions documented easily. I think that could be expanded upon in adding links to sales force activity or opportunity.

I think Drift overstates its attribution to sales opportunities. This may be internal.

Easy customer interaction and account management.

Operationally it's geeat, intuitive UI ans easy to get started with. Lot's of integrations as standard.

Some lightweight integrations, other platforms have deeper integration into Salesforce for example - imo

On site conversion, engaging web visitors on high value pages in a way that a form or CTA does not

I like the timely notifications it gives when accounts on our homepage.

I dislike that when I get a notification, I have to click on the notification, then click live view and then click enter chat. One click should do the trick.

Sometimes I have a lack of visibility into engagement with outreach and Drift solves the problem of understanding when users are on our page that is more or less a result of my outreach.

Being able to see which accounts are visiting our website, and knowing when someone watched your video.

The video feature is hit or miss, when it works it works great, when it doesn't it truly doesn't.

Video helps stand out amongst other sales reps. Seeing website traffic and what they are viewing helps generate leads and quality emails.

Live mode- being able to see who is on your website and what they are looking at.

Can not categorise chats by Georgian or patch. Meaning the prospect is not always connected to the right employee. I also wish there was a way to block conversations if people swear- this would stop abusive or stupid conversations from occurring.

Answering questions that prospects have, making our organisation more contactable.

its useful, super customizable, and the support team is great. you can change, edit, or add playbooks as much as youd like and its good for capturing visitors on your site.

we've run into a lot of bugs with the platform, seems like we're contacting support a lot more than we should be. it's pretty user friendly but definitely takes time to learn how to work everything.

we're capturing more site visitors and addressing most commonly asked questions quickly, we're able to save responses in a log to be more efficient in responding

It goes without saying that Drift has revolutionalized our inbound strategy - we have been able to double our first meetings booked and gather some really strong insights from their company intelligence. Very easy to connect with customers and if there is strong adoption within the company can serve as a great hub of information. The Playbook Assistant (I beleive this is a newer feature) is great for updating underperforming playbooks and the Conversation Flow tab provides really interesting information as to where Drop-off occurs. Visitor analytics continue to improve as well - great feature.

There is a maturity to this platform that we have found is missing. Our CRM connection repeatedly breaks, and we are not alerted to it unless it is part of a larger outage. We have also had issues with routing being disconnected. It seems like when the platform as a whole is updated it tends to break old settings along the way. This leads to a ton of manual work on the marketing ops side. We have noticed bugs within AI bot scripts, which requires us to comb through conversations to identify. There is currently no ability to implement tracking scripts that communicate with other marketing platforms (LinkedIn campaign manager, for example). Turnover with CSMs - we have had 3 in the last year, and frankly the level of support declines with each turnover - likely due to many customers per rep but there is little to no proactivity.

We are working to qualify and convert inbound prospects as well as gather as much information as possible to be able to sync into our CRM to aid the sales process.

I like the automation and being able to require contact information before a lead chat in so that I can get more context.

Sometimes bot messages are off or do not fit the tone of the conversation.

Converting web traffic to qualified leads.

Great support team - always responsive and professional

Not the easiest tool to navigate, and the changes between the different tiers are a bit drastic in features offered

Need chatbot for website, esp when no one's manning it live

Drift is an effective way to intercept potential customers while browsing your site. I view Drift as a tool that makes the user the equivalent of a store employee who can go up to customers and ask how they can help them. Drift's case is only different because it uses the help of an AI, so ideally, only "ideal" customers get routed to a rep.

Seems difficult to set up. I've had multiple higher-ups managing our Drift instance, and several years later, we still haven't ironed out all the quirks (such as not giving the appropriate reps access to their own conversations). And that's with in-house expertise on the tool.

The largest problem I'm solving with Drift is when prospects browsing our site decide to dip out before contacting us. I like the ability to help people in real-time and get acquainted via online chat, then moving to a more formalized call to discuss their projects. Further, Drift seems superior to other online chat bots because of it's high customizability.

One of the better web chat products on the market. Easy to use.

Most functionality is behind their "Premium" plan and their $40/month per users plans are very underpowered compared to their competitors (the pricing listed on G2 Crowd is way out of date)

Convert more website visitors to qualified prospects.

helpful api that can help inside sales that helps provide a response to customers immediately

too many bots that come in and perverts that hit on our staff

immediate response

Automation flows to categorize and qualify leads.

I can't tag team members in an internal note. This is primary to any CS platform and it's curious that Drift does not have this.

Quicker response to leads and better qualification.

Built for modern API driven companies, excellent sales support and they keep adding ned functionality

Their conversational sales functionality did not improve our conversion - drift could have increased our success by offering more engaging and intrusive best practices education

Which prospects should we spend the most time with? How can we increase sales by providing live/AI based sales assistance. As stated above, we have seen greater accuracy in evaluating prospects but did not see any sales conversion gains