All Drift Reviews
1-25 of 196 Reviews
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Mike
Computer Software, 51 - 200 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed February 2022
Prime tool for connecting with potential customers
Yann
Verified reviewer
Online Media, 1 employee
Used less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2021
A solid suite of digital tools all on one platform
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.
CONSIf 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...
Vendor Response
Hi Yann, thanks for your review! We're glad to see that you've used Drift to successfully create a tailored experience for your website visitors and we're excited to see your continued success in the future! - Sarah Haberman, Senior Customer Advocacy Manager
Replied July 2021
John
Marketing and Advertising, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSLove 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.
CONSHard 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.
Reason 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.
Vendor Response
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
Replied February 2021
Nick
Verified reviewer
E-Learning, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed April 2020
A time consuming disappointment.
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.
PROSDrift 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.
CONSI 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).
Reason for choosing Drift
shiny marketing and hype.
Vendor Response
Hi Nick, Wow, we really let you down. I'm really sorry for all of the places along the way we didn't deliver on the experience you expected. Thanks for taking the time to detail this feedback and share it. If there is any interest, I'd love the opportunity to talk live (jhogan@drift.com) ... or simply feel free to email me directly if there's more you'd like to share with me. Thank you again, and a sincere sorry for the poor experience you had with us. All the best- Julie Hogan, VP Customer Experience
Replied April 2020
Dalton
Computer Software, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed 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.
PROSIt 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.
CONSThe 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.
Reason 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.
Vendor Response
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
Replied June 2020
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2020
The best chat AI.
Using this for sales as well as support automation, and it's paid off well and works with our sites.
PROSThe driftbots and playbooks (how their AI, automation is done). We have used this to automate sales workflows and schedule meetings and save time.
CONSI 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.
Reason for choosing Drift
They had the best overall support and pre sale experience, and their bots seemed best.
Vendor Response
Hi there, Wow. Thank you so much, for all of this. We're thrilled to hear you're happy with your platform experience, as well as your experience with us both in pre sales and support . Please reach out if there's anything else we can do to help or support you. All the best, Julie Hogan, VP - Customer Experience
Replied September 2020
Guru
Computer Software, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2019
Best Realtime communication chat tool
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.
PROSWe 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.
CONSThe 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.
Reason for choosing Drift
Drift was easy to configure and user interface is pretty good comparing other options. Interms or pricing, drift is quite cheaper and affordable.
Amit
Internet, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2020
Powerful buy pricey
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.
PROSThe ease of getting started and implementation
CONSIf you want to enjoy most of the features, you need big pockets because it's pricey
Reason for choosing Drift
The capabilities and the brands that are using Drift
Vendor Response
Amit, Thank you so much for sharing this, and I'm thrilled to know you've found Drift powerful, and easy to implement, and start using. Please let us know how else we can be helpful to you! All the best, Julie Hogan, VP - Customer Experience
Replied October 2020
Anonymous
11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed August 2019
kickstart conversation marketing
It has been great but i believe much more integrated approach is needed.
PROSstarted 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
CONSWould 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
Reasons for switching to Drift
drift does more than calendly and does it better
Anonymous
51-200 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2019
A Quality Product
I think it's a quality and powerful product.
PROSDrift 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.
CONSOne 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.
Reason for choosing Drift
n/a
Reasons for switching to Drift
The ability to customize the bot interactions with site visitors and the sales team scheduling functionality.
Ramon
Verified reviewer
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed July 2018
One of the most appealing, beautiful and expensive website chats on the market
- Providing a beautiful and direct contact option directly on my website - Direct targeting of specific customers groups with chat messages, emails and pop-ups -> Increasing the number of leads & sales
PROS- The design of the chat widget is gorgeous. It works on any browser and every mobile phone, I've tried, like a charm. With other chat widgets, I had lots of issues that it hasn't been displayed always correctly. - Advanced bot and automation capabilities based on tags and other attributes - Live view of prospects on your website with direct contact via web chat functionality - Outbound marketing (sending sequences and tracking of emails) with their drift Gmail extension.
CONS- Drift is quite expensive for what they offer. I'm one of the happy customers, which has gotten a startup license of the pro plan for a fraction of the normal price. Even with the pro plan, you have unnecessary restrictions like customization of the chat widget with CSS and using the smaller version. Most of the enterprise features as account-based marketing are great for any startup. Why isn't just the support by Drift and the quantity of usage restricted? Why do I have to see the restrictions within your account always and cannot just hide them if I cannot afford? Are they in need of that kind of marketing? - The calendar cannot be completely translated into the language of your choice and you can't use a custom domain. - Help center is branded with drift, even if your plan support branding free chat widget. - I've received lots of emails from Drift about their Hypergrowth Conference (at least 10 in the last few months), which is quite annoying, no matter how personal and funny they have been written. - I receive quite some emails regarding extensions of the core product like Drift Signature and Drift Help Center, but I've never gotten an update what has changed in the core product. After a while looking into the bot creation section, I've been flabbergasted that the whole design of the visual builder has changed, without me receiving any message about the advantages the new design and process brings with it.
Georgi
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Chatbots and Livechat capabilities that will transform the way to use your website
Phenomenal value from day 1, very user friendly and great for adoption.
PROSIncredibly 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.
CONSSome 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.
Reason for choosing Drift
Could not integrate with HubSpot CRM
Vendor Response
Hey Georgi! I'm pumped to see you're enjoying and having success with using Drift. I'd love to hear more about the ABM and audience building functions that aren't easy to find. This feedback is important to our product team for improvement. You can email me at jmorgan@drift.com
Replied January 2023
steffanie
Entertainment, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed November 2022
Easy to set up - Great for quick chats with customers
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.
PROSI 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.
CONSWe use the free version of the software and I cannot think of a single issue we have not been able to easily resolve ourselves.
Vendor Response
Hi Steffanie! ���� Thank you for leaving this awesome review. There are so many positives here from being able to more efficiently help customers to collaborate with team members all in the same tool. ���� Please don't hesitate to reach out if you ever need any help with anything Drift related. My email is jmorgan@drift.com --Joshua Morgan: Customer Advocacy @ Drift
Replied December 2022
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2019
Best Live Chat Software On the Market
Drift is a great product that generates a lot of website leads for our business which more than pays for itself.
PROSDrift 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.
CONSSometimes 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.
Reasons for switching to Drift
Drift gave us a great price!
Karunyaa
Real Estate, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2022
Drift- Chatbot automation made simple
We have received decent number of leads in past years using drift. It is good to use on a holistic way.
PROSPast 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.
CONSSimilarly 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.
Vendor Response
Hi Karunyaa! ���� Love seeing how Drift is helping make processes easier for customers especially when you're creating opportunities from chat. I would love to hear what formats you'd like to see with our playbooks so I can pass it on to the product team. You can email me at jmorgan@drift.com --Joshua Morgan: Customer Advocacy @ Drift
Replied December 2022
Mike
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2020
Prime tool for connecting with potential customers
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.
PROSGreat web chat functionality, email automation, and it connects very well with the other sales tools we use.
CONSIt'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.
Vendor Response
Hi Mike, Thanks for taking the time to share your feedback. We really appreciate it! I'm sorry you've run into some challenges with bugs + support. We are currently expanding our support team, if you have some specific feedback on your experience, please don't hesitate to drop me a note at jhogan@drift.com. Thanks again. All the best, Julie Hogan, VP - Customer Experience
Replied February 2020
Farhan
Information Technology and Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed January 2023
Drift review
Overall I am very satisfied with Drift and it has been the great experience integrating this with zoominfo for lead generation
PROSDrift 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
CONSI think Drift gets the job done and is the best live chat out there in market. I cant think of any con
Vendor Response
Hi Farhan! Thank you so much for leaving a review. I'm super pumped to see that you're finding Drift easy to configure, easy to use, and integrating so well with your tech stack. Please let us know if we can ever assist with anything Drift related. --Joshua Morgan Customer Advocacy @ Drift
Replied January 2023
Anonymous
1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2021
Great communication interaction with prospects
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.
PROSThe 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.
CONSThere 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.
Vendor Response
Hi there, We're so glad to hear that your website visitors feel a sense of comfort when they visit your site! That's the experience we strive for. Thanks for providing some feedback, as well - we'll make sure it gets in the right hands. - Sarah Haberman, Senior Customer Advocacy Manager
Replied July 2021
Anonymous
11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2019
Simple setup and hassle-free website chat solution
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)
CONSSoftware can get a little clunky - leading to significant amount of resources rendering and setting up the chat button/bubble upon website load.
Lokeshkumar
Verified reviewer
Marketing and Advertising, 11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2023
My favourite auto marketing platform
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.
PROSBest 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.
CONSThe 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.
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed August 2018
Great way to engage with prospect on your site!
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.
PROSDrift 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.
CONSThe 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.
Anonymous
11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
FUNCTIONALITY
5
Reviewed May 2019
Shortened our time to SQL
Ease of installation made this a no-brainer to try. We found that it helped us shorten our marketing cycle by getting prospects on the phone immediately rather than in the traditional way with forms. Now they can speak to a live representative and get their business much sooner. Drift changed the way we do business. They are introducing more and more integrations and making it a natural extension of most marketing teams.
CONSCost for the higher tier is a little too high. We settled for the lower tier and are happy with it so far.
Anonymous
51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2019
Our new primary method of communication with prospects
Ease of setup makes Drift work well. I love the Slack integration and team member management on the back end. One of the best things about Drift is that it eliminates the need for forms and forces a quick turnaround on meeting prospects.
CONSIt's expensive for the more advanced service. It would be a great addition to our current workflow but can't justify the cost.
Amit
Information Technology and Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Immense ROI!
The overall experience has been really good. ROI is > 50X & it's very easy to operate on the tool.
PROSEasy to deploy, affordable pricing, good customer support & easy chat playbook creation.
CONSNothing specific; everything seems top-notch!
Reason for choosing Drift
Pricing, easy-to deploy & customer support availability in IST!
Anonymous
11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2018
Great bot with plenty of options
If you consider a bot or other automated actions, Drift is certainly a great candidate that is worthwhile to explore.
PROSDrift seems to have endless options and possibilities to enhance this bot and the underlying (marketing) actions. Their pro-active approach is helpful and really appreciated.
CONSBecause of the many options and features, please make sure you to schedule enough time and focus for your dedicated Drift colleagues who implement, maintain and follow up on the additional tasks.