The thing about Drift that I like the most is, without a doubt, its chatbot creation feature. There are plenty of chatbot platforms and apps out there, but what makes Drift stand out its the ability it gives you to provide website visitors with a tailored experience, answers to their questions and solutions to their needs...all on autopilot! You put in the work once – to create the chatbot – and then, you can let the platform work its magic and help you increase website visitor engagement and other KPIs in your business.

If you're planning to put together a quite robust and sophisticated chatbot, you'll need to carve out some time. While this is to be expect, I sometimes feel that one can feel a bit overwhelmed in the chatbot creation process...

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.

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.

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.

We asked very specific questions during the sales process (no trial available - this should have been a red flag) where the salesperson misrepresented the capabilities around integration, usability etc. There was plenty of 'sure it works just like that'. We would have identified this had a trial been available. Drift is expensive, has slick marketing, so I assumed it was good. I should have quit at this point, but had our developers work around the many issues and the 'ohh you need to pay 10x for that'. Support was very lackluster. Focused on upselling features already promised on the current plan. Our developers hated it (I should have listened)... Our salespeople did not like it, the bugs it Drift manifested in a form that made our salespeople look stupid to customers. They were actively creating workarounds to avoid using it. And here I am. Drift keep charging, and the support people 'can't find my cancellation request conversation' ironically, in Drift. So, let this be a warning for managers. Drift is really great at marketing, the halo effect is strong! But walk away and save time.

Drift is a chat tool with some rudimentary marketing automation. Drift's bot workflows are conceptually good. Email 'playbooks' are similar to a basic marketing automation platform.

I purchased Drift against the recommendation of our developers on the promise of its segment.io integration. Drift was buggy, did not work as described with segment.io and had numerous usability problems for end-users (customers).

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.

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.

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.

Using this for sales as well as support automation, and it's paid off well and works with our sites.

The driftbots and playbooks (how their AI, automation is done). We have used this to automate sales workflows and schedule meetings and save time.

I have no complaints that wouldn't be something out of my control - some of the rules I've set up in boys seem to be a bit too picky when leads respond with anything besides a picklist item.

We really had good opinion on drift and we're happy to serve our customers realtime with the help of drift chat widget and qualify the leads instantly.

We love the way how Drift chat helps our customers to get in touch instantly within our product. When customers get into issue or questions to be answered, they don't have to wait for email support, all the questions can be answered instantly within the chat. Additionally, it's easy for our teams to use mobile app to instantly attend customer chat from anywhere. We usually get lot of questions and leads from landing page and drift helped us to automate leads and push into our CRM systems. Integrating the chat widget within the application is also easy and simple.

The web app ( dashboard ) is too slow to load initially but the chat is super fast and reliable. I wish they had android sdk to initiate conversation within the application.

Honestly, it's the best software out there for that purpose. It's east to implement and start using, the results are coming fast and everything is measurable.

The ease of getting started and implementation

If you want to enjoy most of the features, you need big pockets because it's pricey

It has been great but i believe much more integrated approach is needed.

started using drift for our startup after moving away from HubSpot. It has been a great learning curve for us. Some aspects I love about drift is the lead tracking and bot performance. Also leveraging drift for email and phone converation as a CRM is a big plus. Also scheduling and calendar invites make is better than calendly

Would love if drift can be an email server as well so that we can skip email server costs. It does most of the things already just needs a sync from gmail. It is very expensive especially since you have to pay upfront for the startup plan

I think it's a quality and powerful product.

Drift is designed to help people accomplish their business goals, especially B2B business goals, which is super helpful. Other chat companies are not as in tune with B2B needs which is what sets Drift apart. They have the right features and tools for the B2B marketer.

One setback is not being able to pull in custom cookie tracking data through the Drift form/bot. That tracking info is critical to business success.

Very intuitive and easy to use, you don't need to be an expert to implement your communication strategy with this tool.

However, the free version is rather limited in terms of features.

Phenomenal value from day 1, very user friendly and great for adoption.

Incredibly easy to setup, implement and actually start having conversations on your website. Very user friendly UI and bot building + super easy to train users on the platform.

Some of the ABM functionality and audience building is a bit unintuitive and hidden in parts of the platform that you wouldn't think to look.

In 2020, when our festival was forced to go online, this software saved us. We were able to easily explain schedule changes to customers, answer their questions, and walk them through set up. We continue to use this software, which has cut down on phone calls, and allowed us to more efficiently assist our customers.

I really like that we can have private conversations between staff members in order to confirm we are giving up-to-date information. It is also very helpful for us to see the location of the customer in order to better / properly assist them.

We use the free version of the software and I cannot think of a single issue we have not been able to easily resolve ourselves.

Drift is a great product that generates a lot of website leads for our business which more than pays for itself.

Drift is an amazing tool that helps you communicate directly and seamlessly with your website visitors. It tracks a lot of information about any given person on your site so you can understand who they are before you even have a conversation with them. It also makes it easy to schedule meetings which automatically flow to your calendar.

Sometimes Drift can be too automated and frustrate people on your website who are trying to obtain quick answers to questions and wish to speak to a human.

We have received decent number of leads in past years using drift. It is good to use on a holistic way.

Past 1 year usage of drift was made simple by making the navigation between creating playbooks & viewing analytics/reports easy. We have integrated it with freshsales CRM for storing leads captured in chat. Creating playbooks for chatbot on our website is structural. Just by selecting dates, it is easy to view the data captured through chatbot for that duration.

Similarly playbooks creation could be made more user friendly by bringing in different format for editing them as it is currently bit difficult to navigate between one node to another in the tree like representation of the playbook.

Drift has a ton of features and customizations that make live chat a major sales generator for us. Drift is especially good at allowing you to fine-tune the rules for determining what chat messages get sent to whom.

Great web chat functionality, email automation, and it connects very well with the other sales tools we use.

It's a bit pricey compared to other tools but we definitely get good value from it. The app is buggier and support is not as good as I would like, which I feel is due to their fast growth recently.

Overall I am very satisfied with Drift and it has been the great experience integrating this with zoominfo for lead generation

Drift is extremely easy to configure and there is a launchpoint integration available via Marketo Engage that makes it easy to integrate and push lead gen data into Marketo

I think Drift gets the job done and is the best live chat out there in market. I cant think of any con

Extremely pleased. I'll admit that as an admin onboarding this software, it takes sometime to get familiar with the new set up of chatboxes and playbooks. Overall though, it proves to bring results to our team.

The simplicity of scheduling phone calls. Drift also makes the chat's very personalized and fun to interact with. That feelings gives our prospects and sense of comfort when they visit our site.

There are a few bugs such as syncing issues with our crm, or syncing issues with BDR calendars. The majority of the time, the internal team is able to fix these issues. But there have been some cases not as urgent that I've had to put aside for now.

Easy to set up and inject directly into your homepage. Can set up routes and automated conversations (albeit this process can be streamlined/cleaned up a bit)

Software can get a little clunky - leading to significant amount of resources rendering and setting up the chat button/bubble upon website load.

Businesses should use Drift to personalise customer service when solving problems. Companies should evaluate their customer discussions and use the Conversation Cloud to contact the appropriate customers at the right time. Drift analytics should also be used to assess customer service initiatives. Businesses may maximise customer service and Drift value by doing so.

Best auto marketing platform for meI use Drift's AI-powered Conversation Cloud to simplify customer experience personalisation. With it, I can increase lead conversion by sending dialogues to the right client at the right time and with the right message using AI. I also get access to solid analytics capabilities to measure and track customer service initiatives.

The primary downside of using Drift is its cost. While the platform does offer a free trial and a few different pricing plans, the cost of using the full-featured version of Drift can be prohibitive for some businesses. Also, companies may find that some of the features offered by Drift are not necessary for their customer service needs.

Drift has allowed us to interact with folks browsing our website and capture valuable lead data that we didn't have access to before Drift.

Drift is really great for qualifying and chatting with clients that are browsing your website. The ability to create bots that capture data and qualify a prospect our SDR team a lot of time and allows them to only spend time on folks that are really ready to have a conversation. Their meeting scheduler tool is also really great.

The backend admin panel can be a bit confusing at times. I'd also like them to work on their SalesForce integration more so custom fields can be captured in Drift and sent to SFDC.

From my point of view this product is absolutely complete that ensures all my working tasks going on in a steady way. Moreover, I can easily view the status if my agents through its magnificent properties and features to accommodate all the tasks in a required time period.

This useful tool has third party integrations that allow me to access data in a more useful way in order to get beneficial outcomes from it with less time spent. Another feature that is of my interest is the unique playbook feature of this amazing product that helps me to lessen the workload from my shoulders and enables me to have a concentration on all the important tasks.

By getting all the unique features and functionalities I can not think of anything offensive in it that could worsen my experience on it. I failed to find anything to complain about it.

For a Robot feature on your website,​ they are not good at following up on their own tickets. This includes robot chat questions that they say they will get back to you. This forces you to email and they will get back to you, but then when there are more questions its radio silence. Then I pushed to get a call and there were takeaways and my contact was supposed to return my call post TWO conference calls and I had to push to get them to follow thru. The system causes duplicates, all the people coming to the site are listed as site visitor with no history.

The ideas of what they wanted to software to do.

They made promises that they can't live up to

This has the ability to be a brilliant tool, and I'm impressed by the idea behind it, but the UX on the website is all over the place. I would've rated this so much higher, if the UX was better!

Writing about Drift video in specific - this has the ability to be a fantastic tool for generating leads, pitching more complex sales, and showcasing to your customers that you appreciate that they are busy people, and can watch your video at any point that they have some time.

The login process to Drift video if you've already got Drift Chat set up is so clunky, and it kicks me out nearly every single time. It's a shame as I would use this tool so much more, but sometimes it just doesnt want to let me in, and even with the correct login, it just glitches and sends you back to the login screen

It has helped us connect better with prospects and customers visiting our website.

Drift is an intelligent way to get the most out of every visitor on your website. This leads to more sales and insights passed to our Sales and Customer Success team.

Sometimes it thinks you are someone you are not. Most of the time everything works seamlessly though.