Drift Reviews: 4.4/5 — Solid Choice

The saved replies/being able to easily invite other teammates.

Sometimes it takes a long time for my chats to load and then I miss the chat.

It makes a clear path for where the customer needs to go and lets me focus on other tasks at hand.

That is fully integrated with my calendar and links can be used multiple times, moreover makes easier to coordinate with clients all across the globe

Sometimes the integration with outlook had some issues

Timezones

The best aspect about Drift that I like is how well the features work. For example, all the shortcuts are my best friend. It makes conversations much easier to handle and opperate. Also, the drift integration into Salesforce is wonderful and smooth. Whenever I have issues (not usually) the customer support is also a wonderful resource. I use Drift every day and it is very nice that it is super easy to implement into my day.

The only apsect about Drift that troubles me sometimes is the inegration into Salesforce. Usualy it is on time, but sometimes it takes a little bit longer than expected.

It is making the sales proccess a lot smoother and easier. Now when leads come through Drift, it automatically creates a lead within Salesforce and saves a lot of time.

Until we started using Drift, I had typically seen website chat bots as an annoyance. What I quickly realized was that the drift functionality allows you to directly interface with customers seeking out your products or solutions that you might not already have. Not only are you able to responsively engage with individuals at the exact time that they are thinking about your solutions versus after the fact, but you also gain valuable insights akin to primary market research. Additionally, I had no idea how comfortable a prospective customer was in talking with what they believed to be a robot versus a human being. From an operational perspective, there are few companies that provide the level of support we enjoy from the Drift Team both with implementation and integration to building the playbook of automated responses. We wish that we had built in the functionality when we were first launching hour new site.

It isn't so much what I dislike about drift but, rather, the lack of understanding of our business that it exposed. (A good thing.) Prior to implementation, we had no idea how much we had under-resourced the project. We had no idea exactly how much pent up demand there was amongst prospective patients and customers looking to directly engage with the company. The solution has since paid for itself multiple times over.

Drift allows us to instantaneously interact with prospective patients and buyers. They don't need to fill out a form, send an email, or call a main office line and wait for a response. In a world of instant gratification, Drift removes the time from "interest" to "response".

Helps maintain the easy of booking appointments with me

Nothing. Comes to mind. Don't know where I would be about Drift.

Time management

Hassle free on my end. Easy for customer to book meetings with us

Nothing much. All is good. Happy with the functions

It helps to repond to customers 24/7

It allows me to see who is active and where they are at. Prospecting has been great while using this product based on the insight that I receive from Drift I am given a leg up when it comes to finding targets to go after. It has helped me so much since I just started in my new role.

The only issue that I have had so far is the integration between my calendar and Drift. This was easily fixed when I spoke with the representative at our most recent sales kickoff.

It is helping me receive insight from our website activity that otherwise I would be left in the dark about. It helps me understand and get a leg up on who to target and when.

I am a big fan of Drift, my account team and customer support. My account team is always providing insights and recommendations on what we can do to improve our playbooks. They are very responsive and address questions promptly. They also do a very good job onboarding new users. The support team is great and proactively communicates when issues occur. The user interface is very easy to use, with performance reports and I like how it integrates with other tools. For instance, 6sense segments.

From a practitioner's perspective, having an easy way to edit playbooks would be good. Some of the playbooks we use are extensive, and making changes requires raw data export with lots of formatting. I would recommend having a text editor built-in in the platform so I can make changes on the go.

We are using Drift for multiple purposes and it helps us by routing site visitors to the right contacts.

the timely notifications and the fact that theres an option to opt in and out of having email notifications

sometimes when the notifications come in batches (ie when the chat bot is speaking with the client) it gets a bit overwhelming but I understand that is something that comes with the notifications.

Drift is helping ask preliminary questions to clients and qualifying leads

By far the best part of our Drift experience has been working with Jaclyn. She is extremely knowledgeable, always willing to help and so innovative.

All the pop-up bots when I am creating playbooks.

Drift allows our prospects and customers to get questions answered in real-time and makes it that much easier for them to buy from us. Additionally, Drift helps shorten our sales cycle.

The ability to schedule meetings from chat

I wish it could email me customer activity in real time

It helps me schedule meetings faster from the chat

The live updates of when my accounts are on our website.

Sometimes I get messages directed to me that are not my account.

It is helping me identify what clients I can reach out to on a day to day basis.

It is great for visability, if you want a single source of truth about who is coming to your website and for what.

It would be good if drift shows the live feed without having to open the web browser, but this not a deal breaker.

its allowing customer conversations to come into out piprline where we can track everything for easy visbality and stay on top of reps engagemnet

It gives you updates on accounts and allow you to talk to your potential clients really easyli.

Sometimes it can disconnect you fast, so you have to reconnect.

It gives you really good insights that allows you to organize your schedule.

Drift provides us access to an immediate response to someone who chooses to chat about what they see on our website. It allows us to immediately connect and start building relationships with people interested in the solutions we offer. It is convenient and effective to communicate through chat and efficiently bring in appropriate team members.

Absolutely nothing to dislike about Drift.

We noticed that we were losing engagement with a lot of people seeking information when it came to filling out our website forms. Drift gives us another great avenue to vet and interact with those seeking our solutions and creates so much more engagement.

I like the insights it gives me into information and interactions I would normally have no visibility to. I get a morning digest that lets me take a quick look at anything new and lets me plan out my outreach

I find it to be a very good tool. I think it's simple. I really can't think of too much I would dislike

I see if my accounts or engages and can give me an idea if an email was opened and our website was explored

Browsing history of prospects can be digged out.

absence of country flied, time in the dashboard

able to find out the intent of prospects visiting website etc.

It is so easy to communicate with both current and prospective clients.

I do not like how sometimes the client leaves our webpage or goes offline and it takes a second for the app to catch up and realize it. It will tell me client is typing for like 4 minutes.

Based on the qualifying questions, a client is connected to the right sales rep/person to speak with. From there, I am able to see information that is required to either locate account or help me sell the client.

What I love is that is very simple and easy-to-use interface that allows me to customize the chat widget, create playbooks, and manage conversations. I can also integrate Drift.com with other tools I use, such as email, CRM, and analytics.

I've noticed a delay when I have to cancel a meeting but the app sometimes sends reminders for a call that no longer exists.

It provides reports and analytics that help me measure and improve my performance. I can see how many conversations, meetings, and leads I have generated, and how they affect my revenue.

I thought it was simply a chat box where I could interact with prospects who visit our website. However, it is much more than that! Drift syncs with your account book so that when leads specifically in your territory engage with anything on your website, you are notified in real-time! Not only are you notified, but you can also tell what material they engaged with and where they are located worldwide. From a rep who is 100% outbound, this tool provides insight into warm leads, making my job easier. It is also helpful to get the email digests every week, showing the engagement score on my accounts over the past week.

I do not dislike much about Drift, but I would prefer if it could tell me when someone from one of my accounts submits a demo request, rather than just engages.

Solves the issue of having a human on the other end to contact prospects or customers who visit the website. Also solves the problem of weak visibility into warm leads at each of my accounts.

For our team, Drift allows a seamless communication method for direct engagement with site users. Since moving to Drift our prospect engagement has improved. The ability to connect with specific people or book meetings in chat is huge. The team uses it daily. Implementation was easy and straightforward. Our Customer Support team does a great job with regular updates and best practices. Lastly, combining Drift with 6Sense and other tools like MutinyHQ, we can effectively target segments with a truly unique experience.

To be transparent, we don't have any Drift dislikes. It's a substantial tool that offers great features that we didn't previously have.

Direct engagement with the prospect. Ability to set meetings easily. Faster customer data acquisition.

allows me to see whos looking into my company from my accounts

some time bots can set meetings though it

Helps us get quick meetings set up for more business.

Drift makes prospecting so much easier. I am no longer blindly working and looking for people who may be intersted in our service. I can now target those directly with interest who have visited our page.

I do not have any dislikes about Drift so far.

I am able to target companies who have visited our page and have high buyers intent.

I like the functionality to see live website viewer traffic, being able to communicate via a chat function directly to them and having an easy app function for both mobile & desktop application. Seamless to use and very powerful. Connectivity with CRM Tools and effectively keeps record with all chats/data.

I have not found any currently, but my team have been using for quite some time now.

Keeping on top of all customers who would like to speak to a representative of my company directly and at any stage of our website. It has a handy section where it displays the page the client wanted to discuss with a chat box / rep from my company. makes the conversation more seamless and insighftful. As a big organisation, it can be slightly tricky to contact a person directly, and the chat function allows us to serve our customers instantaneously.

Get our prospects talking to a person quicker - improving conversion rates! The platform is intuitive, and there are constantly new releases to help improve performance. The customer support is brilliant!!

Nothing I have come across yet. The reporting can sometimes be a bit tricky but they are already working on improving those.

Getting prospects talking to a real person quicker! It's boosting our conversion rates and driving leads

Drift is easy to use and makes an immediate impact. Whether you choose to build a fully automated bot, or one with live reps on the other end, the bot playbooks are simple to setup, connecting to your or your reps' Outlook/Google calendars is a quick process, and you can be running in a few hours. The support team is experienced, helpful and very supportive, and everyone I've worked with from my account team to the C-level folks I've met are passionate, engaging and all about improving user experiences to help your business grow.

I've hit some limitations here and there, and made enhancement requests for their product. The good thing is in most cases, there are workarounds. Reporting is adequate, especially if you're used to more advanced dashboards from Tableau, Adobe and Google. They have made improvements over the past few years though, and if you tag things properly, you can get the data you need in SFDC.

I don't have a large team, so I'm using Drift help visitors get to where they want to be as seamlessly as possible and to filter visitors into prospects, buyers and customers to give them different experiences. For customers, I've automated the top FAQ's so they can get answers quickly. For buyers, I'm splitting between direct purchases and those that need to chat with a sales rep for a quote or demo. Logic and routing built into the bots qualify and send leads to reps in the appropriate region, and we've seen pipeline go from 0 to 7 figures in just a few months. Benefits are significantly increased conversion on form pages, consistently in the 70% range to convert an engagement to a lead, while the standard form converts around 20%. We're just getting our enterprise reps onto live chat, so the form is completely eliminated when a bot can connect a qualified hot prospect directly to a rep, or better yet, the rep is notified when a target account is on the site and they can proactively intercept and help that visitor instead of waiting for the visitor to request a quote. This has increased our quantity of leads and shortened time to converted opportunity significantly.

Instant communication being able to see my accounts that are active and being able to reach out real time

I feel like I dont get as many meetings as I was expecting or conversations routed to me

Getting in front of the customer as soon as possible

I love how effiecient it is to schedule a meeting and how easy it is to talk with clients. The implementation is easy. When I have a question customer support is very simple to chat with and my company alows us to have a frequency of use of Drift. There is a strong ease of integration as I use it with my calendar. The number of features is crazy, there are a lot of things to do and accomplish. 10/10

Right now, I have only used Drift for about a week. I guess I would say, I wish I could chat in with clients.

Drift provides HOT leads to my calendar.

love that i can see in real time who's on my website, and what companies have the highest engagement

haven't found anything yet, i've been using it for about 2 months now

making it easy to see customer engagement which helps me strike while the iron is hot

it allows prospects to get in touch with correct people, it automates a lot of processes

it sends a lot of notifications of who is inside the website and that becomes annoying sometimes

allowing customers or prospects to be in touch with the company