All Drift Reviews
1-25 of 193 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
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
Ezra
Verified reviewer
Religious Institutions, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
FUNCTIONALITY
4
Reviewed July 2019
My leads increased
Overall, drift has ben able to get way for leads and conversions. This does create a huge impact in growing our organization alot more.
PROSI like that i can access new conversations not only form my desktop but smartphones so i can communicate a much a possible with website visitors. And also the option for someone to put in the email and name without asking
CONSI do not like that the free version is limited as it pertains to automated messages. I guess thats similar for other chat apps.
Reason for choosing Drift
i like the option of adding in a photo, name and the pop up message makes it look personal. So people reply as if it a real person that sent them the initial message drift automatically sends.
Aaron J
Verified reviewer
11-50 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 December 2017
Great way to add essential chat functionality to your website
Great way to provide value to visitors and be able to clearly communicate.
PROSDrift is an easy way to bring chat to your site - especially when people are less and less willing to browse your site for answers and don't trust you'll ever respond to your "contact us" form. We've enjoyed using Drift and really like how seamlessly it integrates in with HubSpot.
CONSThe only complaint I have about drift is some of the functionality that's behind a paywall. I understand they need to make money, but some functionality that seems like a basic requirement to me is behind a paywall and eliminates itself from the conversation of some smaller businesses that don't always have someone able to answer immediately at all times. That being said, even Drift's paywall is easily justifiable for the benefit it provides.
Vance
Verified reviewer
Marketing and Advertising, 2-10 employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed May 2023
Full-featured conversational marketing tool
Drift has anything you could ask for in a conversational marketing tool in the market currently. Its AI capabilities are probably what set it apart from its peers for us and our clients.
CONSPricing is not exactly friendly for "small businesses" as mentioned on their pricing page. It's more geared towards medium businesses who have set aside a sizeable marketing budget that allows for investing in conversational marketing.
Francois Pascal
Verified reviewer
Internet, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2023
Drift is one of the best programs for chatting with visitors to your website.
Very intuitive and easy to use, you don't need to be an expert to implement your communication strategy with this tool.
CONSHowever, the free version is rather limited in terms of features.
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
Anonymous
11-50 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed May 2022
A solid component in your marketing automation strategy
Overall, I think it's a great tool
PROSI really loved how super easy Drift is to both implement and use as chatbot tool (that does way more than that) we've rolled it out for our SDRs to be able to capture leads and respond to any presales questions quickly. and the integration with Hubspot and salesforce makes it really easy to not only capture but also to personalise our response as a part of our overall marketing automation strategy.
CONS- it's not cheap - the stage that you'd be importing the lead into Sales Cloud (SFDC CRM) can be tricky as the definition of stages aren't really aligned.
Vendor Response
Hi, thanks for taking the time to review your experience with Drift and sharing your feedback on how we can improve our lead importing! - Sarah Haberman, Senior Customer Marketing Manager
Replied June 2022
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
João
Computer & Network Security, 1,001-5,000 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed January 2023
Drift it's a great tool to automate your email marketing
until it as been great and we still work together
PROSDrift as a bunch of great features, we use it to filter out of office responses and also the web chat. It's a great tool and everyone should test it
CONSIt can be a bit complicated and overwhelming since it as a lot of features
Vendor Response
Hi Joao! Thanks for leaving a review and the kind words. We love automation as it just saves so much time. If you ever need any help finding features, please don't hesitate to reach out at jmorgan@drift.com --Joshua Morgan Customer Advocacy @ Drift
Replied January 2023
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 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed February 2019
Easy chat set up right to your website
Great product. Free version is pretty limited, but gets the job done.
PROSI found that drift has a very nice flow and design. It was very easy to set up, and I've seen a great increase in customer interaction from our website when i am able to engage them.
CONSPaid tiers are expensive. It looks like you get some great features through their paid services, but compared to other companies, they seem very expensive
Senad
Information Technology and Services, 2-10 employees
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2020
Connect with your website visitors - now :)
We were looking for easy to implement / easy to use website chat/interaction and after checking out several decided to try Drift. Implementation was really easy and the mobile app works as charm. As soon as someone interacts with Drift on the website, the message pops-up on the mobile device allowing us to reply in the real time. Would love to get more into Drift (paid options).
PROSDrift is, so to say - sexy :) I love the look and feel much better compared to other website chat/bots solutions.
CONSAlthough there is a free plan (that we actually use), paid functionalities could offer much much more (e.g. custom bots)... but!... Even the essential plan would be too much for our budget. So, all is good except the pricing :)
Vendor Response
Wow, thank you for the compliments, you're making us blush! Thrilled to hear we've been easy to use and you've had a good experience. Please don't hesitate to reach out if there are other ways to help you! All the best, Julie Hogan, VP - Customer Experience
Replied September 2020
Anonymous
51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed August 2019
Great platform, pushy upsells
The tool is easy to use and allows us to quickly onboard our users. The chat workflows are intuitive, and I love how easy it is to build bots to streamline communications
CONSNone with the software - they are the leader in the space for a reason! Their account executives are a bit pushy on upsells for additional features and functionality.
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.