Drift Reviews & Product Details

Built for modern API driven companies, excellent sales support and they keep adding ned functionality

Their conversational sales functionality did not improve our conversion - drift could have increased our success by offering more engaging and intrusive best practices education

Which prospects should we spend the most time with? How can we increase sales by providing live/AI based sales assistance. As stated above, we have seen greater accuracy in evaluating prospects but did not see any sales conversion gains

so it's really cool to be able to find out who has been visiting your site. i have met a bunch of people who are interested in my services or want to interview me through drift.

the price of the paid version is relatively high.

connecting with web visitors

Very useful for starting a conversation with website visitors and turning them into top of the funnels leads. It gives the ability to website visitors to schedule meetings and other events with the admins, which is very useful for sales. It also allows you to target specific segments of the tracked users/visitors with different messages for better results.

The UI needs some serious improvements. Getting back to campaigns, for example, is completely counter-intuitive. As is the fact that you cannot alter the targeting of a campaign once it's published, and you have to create a new one. The Zapier integration was clunky, had to spend time figuring out what's the difference between a lead and contact to set the correct triggers. Equally bad are the user profile fields. You'd expect that full name/email/phone/country/etc. would be considered standard data fields for all contacts. Campaigns could be more customizable. For example you cannot setup an "email capture" widget to capture the emails of users who have initiated a conversation but haven't given their email yet. Last comment: maybe get some inspiration from Autopilot, and provide more pre-setup flows/targeting/messages/templates for the campaigns.

Drift is a very useful tool for ToFu lead generation. It has indeed worked miracles engaging website visitors. Also, quite unexpectedly, it has been working as a customer communication tool, which means that there might be grounds for Drift to move in that direction as well. (e.g. provide a bot able to answer pre-determined questions)

I like the direct communication that you can have with potential customers and the engagement data to cross refernce with other tools such as 6Sense.

It appears to be a tool that can kill 5 birds in 1, however, it overlaps with a lot of my existing tools in our tech stack which makes it a bit overwhelming when it's broken down for training.

None, if I'm being honest.

It is awesome to see who is on the webpage.

The workflows take a lot of time to set up and the bot is not very flexible

Helps us better engage with people browsing our website and see who is looking at what.

Playbooks are easy to create in Drift and they have a support/solutions specialist helping us out

Not easy to track data from within conversations easily and pass it onto our Data Warehouse

Drift is helping us engage users within the product through Chat, which allows us to assist them in adopting the product better

The chat bat is good enough. It works good enough for simple things like booking meetings and creating support tickets.

We have put in multiple tickets about reporting being inaccurate. Drift CS has gone down significantly. They only talk to us during renewals. Drift nickles and dimes you. As a manager, I wanted to see analytics on my reps videos and they told me I needed a video seat even though I already have a drift seat. Their pricing isn't worth the value.

Book meetings and creating support tickets through chat.

We can see what pages people are viewing

The set up was complicated and I don't think the agency that suggested it knew how it worked so it's been less than effective for us. I seem to miss conversations if I'm not online and there's no way to reach out to the people that I missed.

Not really sure

Fantastic overall user experience and interface. It's super easy to setup on your website and customize it to your needs.

The speed at which they develop features is also questionable. Sometime it feels like they're rushing things to be the first on the market, which results to things breaking sometimes.

to drive and qualify digital inbound traffic.

That you can chat with potential customers and automate part of the experience if you are not at your desk

The iOS keeps crashing which makes it hard when i am out of the office, so the team at the office is the ones answering.

Ability to capture more leads from our website

It’s great at presenting well on my site and for clients

It doesn’t do a great job of notifying you about the lead in as timely a manner as you’d like.

It allows less traffic to fall through the cracks

Has better interface than livechat. Canned responses are also possible.

The channels it create is a little bit confusing, especially if you integrate it in slack. There is also 5-10 seconds delay from us receiving the messages (we tested this on several devices and computer)

Quicker response to client inquiry. We have stopped using this and went back to using LiveChat.

Chats and bots management, user friendly

Integrations to Salesforce and outreach, support

Communication with prospects

When it works it's great, you can chat very quickly with customers if it loops you into a conversation. It is very speedy and I know that customers can see that.

The calendar syncing doesn't work very well and I always get routed only when I am off offline for a reason. I pretty much never get live chats, and it always routes it in a way that doesn't make sense.

I've been told that we have more leads after using Drift but I've pulled the numbers and we have the same amount, so I am not sure that it is solving a "problem". Like I said when it works it definitely speeds up the process but I'm not sure our customers need that.

Setting meetings with prospects that show interest.

I don't like how there's an imbalance when it comes to team routing.

Drift is helping team members book more meetings with interested prospects, which leads to happy customers and more business.

I like the idea of what it should do. Book meetings with prospects while they are on the site.

It doesn't really work the way that you would think unless you manage the platform in a structured and organized way.

Get meetings booked while prospects are on site. Convert digital engagement into client interaction.

Ability to run playbooks for people who aren't buyers coming to your website. Direct them to HR Material etc.

Overly complicated to setup and manage, didn't improve conversion of chats over products that cost a fraction as much.

We had the most basic Live Chat tool you could put on our website and recently decided to upgrade by switching to Drift. We've now spent 3mo running the Drift tool and our conversion rate of chats hasn't improved at all while our User experience for both the end user and Admins is terrible and time consuming. At this point we would have been better sticking with our existing chat tool and never moving to Drift.

the chatbot functionality is great where we can have different playbooks to decipher between good quality leads and not so great leads

notifications are very poor. I have to constantly refresh my page to receive notifications. It can be glitchy

trying to generate more MQLs for our team

Easy to have conversations with customers.

Being thrown into chats that are not sales-related or in the correct territory and looped into chats that are outside working hours even when I'm offline. Most of the time, it has incorrect data on who we are speaking with.

Nothing. Most customers that use Drift are looking for technical support and don't have sales-related questions. We cannot loop the support team into the chat and force our customers to leave our chat and start another on a different page. The opposite of great customer service. Zero upsides for the sales team to be active on Drift.

Allows for many integrations through the use of PlayBooks into various web portals and can focus on presenting self-help information through guided interactive walkthrus before requiring human intervention/interaction.

Reports only focus on the agent that initially responds to a chat request, but does not drill down if chat is transferred to another agent. Initially had a way of building out templates for quick responses, but it doesn't translate/communicate well to all invited users.

Opens up all avenues of customer communication by providing a chat portal instead of only having phone and email at our service, which is available to integrate directly into the application as well as through a self-help or knowledge portal/center. Also allows for targeted campaigns in line with Sales efforts directly on subscription pages.