Drift Reviews & Product Details

I like the fact that you can see what product they are viewing on your website so you can get up to speed with any questions they have about said item.

I dislike the fact that sometimes there can be some confusion with some customers coming through to the wrong department to help deal with the query.

It's benefitting me as I can have real-time conversations and send over items that I usually would via email.

The backend is very user-friendly which makes updating and introducing new team members very easy. Their customer service is exemplary and very hands on from the onboarding and onwards through to playbook developments.

No major issues. More to do with manpower on our side of the tool. Getting sales buy-in is key if you are purchasing this as a marketing tool. Without it, the tool can't be fully utilized. We do have an issue with some website visitors using the tool in a way in which we don't want but the Drift team have been very helpful in developing work arounds for it.

Making the user experience easier to navigate. Helping with lead gen and enabling better sales and marketing collaboration on a tool that benefits both teams.

It's great that you can access live reports and data which helps you make decisions about optimising playbooks. We are able to review and update our playbooks based on learnings regularly.

It would be good if there were more options around how the actual bot looks, but it's not really a huge downside to the platform and doesn't seem to have a negative impact on performance.

Drift helps us to build that initial relationship with our customers and acts as a great link from the information on our website and expert advice from our Client Relations Team.

the account insights that you can view who have been recently active

response time, answers are irrelevant from bot sometimes

accounts active on the chat page or trying to contact us

It's the ease of getting started and getting connected. Knowing who was reaching out to you made things easier. You also had a way of automating a response in case you couldn't get to the message quickly enough.

Implementation of solutions was not so clear cut. This is where it got a bit more complicated. At the end the big problem we had with Drift was the price.

We got to speak quickly with those potential clients that didn't want to call, fill out a form, or send an email. It made things easier in that area, but people who reached out via messages are few and far between.

Time to value. Ease of setup of all main playbooks. The value that it delivers. A decent Hubspot integration. Advanced capabilities with API

Unfortunately can work unstable. For example, the drift conversational landing pages can take too long to load (up to 40 seconds) without any visual indicators of anything happening. We thought it can be caused by our implementation, but some of drift's own landing pages behave the same way. Same thing for some of the chat playbooks that are tied to UI elements or API calls. Can take dozens to seconds for the chat to appear again without any indictation that something is happening. Reusable blocks are an essential part to scaling playbooks, If you have a somewhat complicated conversation or meeting routing logic they are a great tool. But they are terribly unstable. The editor can crash multple times wiping out the editing progess. Editing them when they are used in playbooks is a pain as well because the number of "exits" can't be changed.

Accelrating our sales cycle. Making it easier for qualified leads to connect with the sales team both from the website and within the app. It suceeds in it

Drift's CS team is really good. The tool itself is good

The app does not work well. I still use the web browser version

Nothing comes to mind at the moment. You have a good tool

As a BDR I often rely on drift to instantly book meetings onto my calendar and see what prospects are showing high intent. I like the usability and easy to use feed.

No particular downside, sometimes people will spam the chatbox/ legitimacy of some meetings but that's somewhat inevitable as anyone theoretically can book on your calendar

Booking instant meetings into my calendar without having to go back and fourth and agreeing on a time. Instantly engaging prospects on the website to take a meeting.

The simplicity of creating these videos for prospects. Love how you can re-record so quickly.

When it comes to scheduling a meeting through my Drift, Gong will not show up on the actual meeting. This may be user error on my end.

Allowing prospects to put a face to my voice. I cold call my prospects, so it is awesome for them to gauge my personality on video.

- Ease of use with chat functionality - Being able to give prospects and customers access to Calendars - Sorting chats by Geo, etc - Can be integrated with Slack - Excellent training and support

- We still get alot of "site visitors" without contact info attached - We are a product-specific SDR team and sometimes routing can be inaccurate

Capturing needs and challenges and sorting up sales vs a support route

Drift is a fantastic tool that helps us in various areas of business. One of the best Drift features are the bot prompts and plays that help get site visitors to where they need to be quickly and without any human needed on the receiving end! We've enabled support tickets through Drift bot which allows visitors to submit a help ticket right through our bot as opposed to contacting our helpline. An additional favorite feature is Drift's ability to schedule calendar meetings directly from chat bot prompts.

The only downsides of Drift are sometimes delayed notifications.

Helping save time and resources by routing visitors to where they need to be and often providing resources for them with just play set ups! This allows us time to focus more energy on other areas of business or only engage with those who need to have a conversation.

Gives direct access to clients and also fills in when you are not available

signing out eachtime, needs integration with slack to reflect availability

access to [rosects when they need it which helps us to convert

It is helpful that the platform is able to understand what human is saying and know what part of the website to point someone to. It can also send PDFs of white pages that someone may have an interest in seeing.

It still lets bots into my calendar sometimes. I woke up on a Monday morning and had 10 fake meetings that I had to deal with, which was very annoying. However, that has only happened one time since I started using it.

When there is not a human on the other end of the keyboard, this tool is able to give human-like responses and give assistance where it is needed. Ultimately, this can get sales into your pipeline.

Drift has been paramount in helping reduce clutter in our lead inboxes and is flexible in design. It molds to your needs!

Nothing I can think of at the moment! Would however love it if there was a way to export the "live view" businesses for further prospecting- maybe there is!

Drift is solving the problem of workers coming to our sales lines looking for support, as well as making it a breeze for potential clients to book meetings with the team

helps me books meetings and field messages from prospects without taking time out of my day

Not really sure If I have critiques yet, still early in my experience.

being able to get me in front of prospects who are trying to talk to someone about our product but dont know where to go.

The best feature is to be able to have prospects booking meetings when we are unavailable. User-friendly interface. Integration with Salesforce is a great advantage.

The instant replies function is a big miss. We should be able to create direct shortcuts for the messages using the slash command as we have in other platforms such as Zendesk. WIth Drift there are still many clicks to simply send a message, which sometimes makes easier to just type it.

Not missing opportunities to connect with customers in moments when there are no reps online.

Drift is really helpful with getting prospects to us very quickly and efficiently. It makes the process of getting in contact so much easier and faster.

There are some routing issues. At times we get routed into conversations for the wrong product or for some people who aren't wanting to speak with a person about anything

Drift solves the problem of being able to get in contact with potential prospects in a timely manner. Drift allows for those who are interested in getting more information about the product much faster than email or phone calls. It makes setting up zoom meetings to speak with prospects very easy and it overall streamlines the sales process.

The staff at Drift are all lovely, and happy to help! The tool itself is great for nurture and growing engagement with prospects through both live chat and chatbots. Another good tool is the ability to track what behaviors target accounts take on your website.

It's not great for lead generation and attracting new prospects. And if someone doesn't engage with the chat bot they kind of then fall into the ether. Could do with the ability to trigger marketing automation activities

Drift helps us to reduce anonymous browsing on our website, by converting prospects and garnering their email addresses. It also helps to grow the engagement of prospects we already know

I think Drift is a great solution that has huge potential for my organisation. Being able to see when target clients are on the website is hugely valuable.

We have not always received the best customer support - however, that has changed in recent months, with a new customer success manager.

Getting people to engage with our site more and convert to leads - as a marketing team, we are measured on the leads we bring into the business so this is a big help.

The ease of use of each playbook is a great part of the product. The suggestions made by account managers are tested and often refined, which is a great part of the relationship.

Generally, you need to do a lot of heavy lifting to get individual (different) playbooks set up. The overall feel of the site needs to be taken into account, or your tone can go wrong quickly,

- Quick interactions with prospects - Quick resolution of client issues - Higher downloads of content (gated) and demos funnelled to sales - A reduction in people leaving without a completion action.