Drift Reviews & Product Details
Drift is a cloud-based live chat, in-app messaging, and email management platform that consolidates critical features for sales and marketing teams. The platform offers customizable live chat widgets, email follow-ups for abandoned chats, conversation histories, email campaign automation, and an AI-powered chatbot. Among its key features include Drift’s in-app messaging that targets its customers with full-page takeovers and slider messages. Users can also create automated email campaigns with a range of triggers, for customer onboarding, churn prevention, and more.
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| Segment |
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| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Looks cool. Relatively easy to install with a plugin.
They can't even use their own tool properly. I sat on a chat with their support team for an hour trying to get an answer to a bug when we installed. When I got impatient waiting and say "Hello are you still there?" they'd have someone else come on and tell me the previous person was busy. This happened multiple times. The entire time the chat window said that the person I was talking to was online yet they wouldn't respond to my messages until I had prodded them multiple times. They switched our Customer Success Manager without telling us. I only found out because I called about an issue asking for our previous CSM and was told that person wasn't our CSM anymore. Then the person asked me if I would like our new CSM to email an introduction. Really? Then this person had the audacity to make excuses because they are in "growth" mode. Wow, why is that important to me and why are you letting that impact my business? The product itself is buggy and hard to use on the back-end. Not intuitive at all. It tries to identify people based on the email address they give but fails miserably. Out of 5 visitors we had that gave us their email, it correctly identified 2 of them and completely misidentified 2 more.
Converting web traffic into leads and conversations. None