About Drift

Drift is a cloud-based solution designed to help businesses automate sales processes by adding live chat windows to websites for increased customer experience and loyalty. Key features include chatbots, geo-targeting, offline access, proactive chating and transfers/routing.

Drift facilitates communication with website visitors in real-time to help generate leads and improve sales opportunities. The AI-enabled solution comes with a chatbot to automate marketing pipelines and increase customer engagement. Additionally, it allows marketers to generate reports to facilitate decision making and improve business performance.

Drift allows integration with various third-party platforms including Salesforce, Marketo, HubSpot, Pardot, Outreach, Google...


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Supported Operating System(s):

Web browser (OS agnostic)

149 Reviews of Drift

Average User Ratings

Overall

4.50 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(100)

100

4 stars

(35)

35

3 stars

(7)

7

2 stars

(3)

3

1 stars

(4)

4

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 149 results

December 2019

Rob from Broadsign

Verified Reviewer

Company Size: 201-500 employees

Industry: Computer Software

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

4.0

December 2019

Expensive but awesome

With two substantially different audiences being targeted by our business, and a general need to do a better job of quickly connecting with promising leads, we've been quite pleased so far with Drift. We've already had several great opportunities arise thanks to the tool, and still have a large number of new bots to roll out, plus refinements to make based on our learnings from using the tool. As a supplement to our other inbound marketing efforts, I foresee chat through Drift being a substantial asset for a long while to come.

Pros

With Drift, you can create customized chat experiences for users based on all sorts of criteria - the page they're on, the number of times they've visited, the channel they used to get to your site - and to target specific businesses with targeted messaging. Building the chat flows (Drift calls them "Playbooks") is generally quite easy, allowing you to quickly build out new bots once you get a hang of the platform. Drift also includes support chat built right into the product, meaning every time I get stuck, I'm able to reach out and get a hand from one of their product experts right away.

Cons

We haven't been using Drift for that long, and there have already been a number of instances where I or one of the other users in the company have attempted to do something that seems obvious, only to find out the tool doesn't allow us to do so. We're always told that a feature request has been submitted, but there's no way to know how long it will take before we get whatever little tweak we're looking for in order to provide a smoother, more pleasant chat experience on our site.

Reasons for Choosing Drift

Better features, better support, a better sales and onboarding experience

Response from Drift

Replied February 2020

Hi Rob, Thanks for taking the time to share all of this detail. It's really helpful. Our feature request process is something we're improving this quarter, I agree this has not been the best experience to date. Thanks again for sharing, and if we can be helpful to you with you 2020 plans, please let us know how we can support you! All the best - Julie Hogan, VP - Customer Experience

January 2021

John from ADLANTIC LTD

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

January 2021

Drift is the best 'customer chat' system on the market

Once again Drift have helped to define what companies should be using chat software for. Yes, it is for 'live chat', that much is obvious. But DRIFT define their tool as helping to deliver 'conversation marketing', and that for me really helps to define how companies should be using Chat software - to start and nurture a conversation that could lead to an ongoing relationship.

Pros

Love Drift. It is very easy to use but more importantly, it is very easy to love using. This is important in software adoption and Drift is one of the best examples I have seen of this in recent years. They've built an awesome product, which does everything you need it to - but the fact that it is fun to use DRIFT makes it an even more compelling product.

Cons

Hard to say. Probably the fact that although the core product is free (and you get lots of awesome features), you have to upgrade to the 'fullest licence' in order to get the 'uber cool' tools such as allowing the 'chat users' to book an appointment directly into the Calendar of the chosen agent.

Reasons for Choosing Drift

Drift isn't just a better product, it's actually a much more enjoyable experience. And there is a cache' that comes with DRIFT. You actually feel like you're delivering a better 'real-time chat experience' when using DRIFT, as you feel like your serving your prospects/customers while wearing your 'best clothes' (hopefully that analogy works : )

Reasons for Switching to Drift

Less expensive. Better software. Much better experience.

Response from Drift

Replied February 2021

Hi John, Wow! We're flattered! THANK YOU! Pls let us know how we can continue to support you, and tnx for being a customer! All the best, Julie Hogan, VP - Customer Experience

October 2020

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Customer support

2.0

Functionality

3.0

October 2020

Drift could be Intercom, but it isn't...

We decided to use Drift as means to provide support, but once we grow bigger than a single user, we'll have to move to a better platform.

Pros

We use Drift as an in-app messaging platform and it's decent at that. We considered using it for marketing automation, customer engagement and on-boarding, but it doesn't cut it.

Cons

Even as an in-app messaging platform for support, there's room for improvement. A few months ago, they removed the option to "close a conversation" (which is essentially used to close a "support ticket"). For whatever reason, they think that it should be more like Whatsapp with an endless list of conversations that you can "archive". Only conversations sometimes come back (not because of new messages), they are sorted wrong so you may miss conversations with new messages, and you don't always get real time notifications in the mobile app.

Reasons for Choosing Drift

Drift has a free single user option, while Intercom doesn't - but unfortunately, Drift doing the best job.

Response from Drift

Replied October 2020

Hi there, Thank you so much for taking the time to share this. I'm sorry we haven't delivered on what you expected from us. I'm more than happy to chat live and learn more about how we can make your experience better. Feel free to reach out at jhogan@drift.com. All the best, Julie Hogan, VP - Customer Experience

January 2021

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

January 2021

Powerful Tool but needs care and feeding

We have booked meetings via Drift bot. We in marketing see the value for sure and will continue to use features and functionality as a part of our demand gen and ABM efforst.

Pros

I love the ability to set up multiple chat bots/playbooks based on use cases. The ability to engage with a target account real time is invaluable. So we're trying to keep it simple, yet also set up playbooks specific to our campaign objectives and quarterly themes but the up keep has proven to be challenging. The option to also use converstional pages is awesome and integrating those into ABM programs has been exciting.

Cons

A lot of up keep required in the tool to keep it up to date and effective. Also need to train and remind sales teams often to close conversations and manage their bots. Drafting the right copy that will capture attention and encourage engagement has been hard so constantly testing and updating copy to improve bot performance

Response from Drift

Replied February 2021

Thanks very much for sharing your experience. If interested, we have a program where we support the ongoing optimization of your playbooks. Happy to chat directly! - jhogan@drift.com All the best, Julie Hogan, VP - Customer Experience

June 2020

Dalton from Game Plan

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

June 2020

Simple setup, solid results

Very satisfied with the manner in which we use it. I haven't spent much time exploring additional capabilities and advanced features, but I am eager to do so in the near future.

Pros

It was easy to setup, and easy to understand with limited knowledge of this type of product. The product will scale with you, meaning, if you are knowledgable about all features, then they are there for you. If you're just looking for a site lead service, it does that really well also, without being overwhelming.

Cons

The other features aren't explained well, and not sure where to look if I wanted them explained. The image that can be placed with the pop-up message is very limited in customization. For example, it cuts the top of the picture off and there's very limited functionality associated with editing it further.

Reasons for Choosing Drift

N/A

Reasons for Switching to Drift

The switch was made by somebody other than me. From what I can understand, it was made because of cost and user experience.

Response from Drift

Replied June 2020

Hi Dalton, Thanks so much for taking the time to share your feedback with us. Your feedback on feature explanation is something we 100% agree with, and an area we are working on improving. Appreciate you calling it out. Please let us know how else we can be helpful to you. All the best - Julie Hogan, VP Customer Experience