Drift
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Top Rated
126 Ratings
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Based on 126 reviews and ratings
44 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.1 out of 100
Based on 44 reviews and ratings
Feature Set Ratings
Incident and problem management
Drift
Feature Set Not Supported
N/A
7.0
Kayako
70%
Kayako ranks higher in 6/6 features
Kayako ranks higher in 6/6 features
Organize and prioritize service tickets
N/A
0 Ratings
8.0
80%
10 Ratings
Expert directory
N/A
0 Ratings
3.1
31%
4 Ratings
Subscription-based notifications
N/A
0 Ratings
7.1
71%
7 Ratings
ITSM collaboration and documentation
N/A
0 Ratings
7.9
79%
6 Ratings
Ticket creation and submission
N/A
0 Ratings
8.0
80%
10 Ratings
Ticket response
N/A
0 Ratings
8.0
80%
10 Ratings
Self Help Community
Drift
Feature Set Not Supported
N/A
7.3
Kayako
73%
Kayako ranks higher in 2/2 features
Kayako ranks higher in 2/2 features
External knowledge base
N/A
0 Ratings
6.7
67%
8 Ratings
Internal knowledge base
N/A
0 Ratings
7.8
78%
7 Ratings
Multi-Channel Help
Drift
Feature Set Not Supported
N/A
8.4
Kayako
84%
Kayako ranks higher in 5/5 features
Kayako ranks higher in 5/5 features
Customer portal
N/A
0 Ratings
9.3
93%
6 Ratings
IVR
N/A
0 Ratings
8.0
80%
1 Rating
Social integration
N/A
0 Ratings
7.0
70%
3 Ratings
Email support
N/A
0 Ratings
8.1
81%
9 Ratings
Help Desk CRM integration
N/A
0 Ratings
9.3
93%
5 Ratings
Attribute Ratings
- Drift is rated higher in 2 areas: Likelihood to Recommend, Support Rating
- Kayako is rated higher in 1 area: Usability
Likelihood to Recommend
8.4
Drift
84%
45 Ratings
6.0
Kayako
60%
21 Ratings
Likelihood to Renew
Drift
N/A
0 Ratings
7.8
Kayako
78%
11 Ratings
Usability
7.3
Drift
73%
3 Ratings
10.0
Kayako
100%
1 Rating
Availability
Drift
N/A
0 Ratings
7.5
Kayako
75%
4 Ratings
Support Rating
8.0
Drift
80%
3 Ratings
2.6
Kayako
26%
7 Ratings
Implementation Rating
Drift
N/A
0 Ratings
9.0
Kayako
90%
4 Ratings
Likelihood to Recommend
Drift
It is recommended for any company; it is a comprehensive tool for teams interested in strengthening business management and improving efficiency. It allows you to automatically schedule support with customers, thus saving a lot of time. Large companies can establish a chat and communication between potential customers, answering their questions quickly; allow you to monitor and track your leads and new leads, to make it fully functional, it has a very affordable value so that it can be used in all companies, it will not affect their economic aspects.
CMO (Chief Marketing Officer)
Spectrum ReachMarketing & Advertising, 1001-5000 employees
Kayako
When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.

Verified User
Technician in Information Technology
Education Management Company, 51-200 employeesPros
Drift
- Easy to implement - we were up on our site in hours.
- Increases the volume and quality of buyer conversations - visitors get to value faster and qualify themselves by chatting in.
- Surfaces relevant experiences and content to people faster based on targeted use cases.
- Brings your brand to the prospect experience to stand out in the market. For example, our mascot Ollie Llama welcoming visitors on the homepage with funny llama.
Director of Marketing
LessonlyComputer Software, 51-200 employees
Kayako
- Gives a very good report on an individual level of what is being done for a customer or corporate issue.
- Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
- Nice dashboard view.

Verified User
Executive in Customer Service
Telecommunications Company, 51-200 employeesCons
Drift
- Whenever there have been challenges with the product, the team has always been hungry to fix the issues that we raise.
- In-platform reporting on conversion metrics can be improved. For example, it's not possible to report on business vs non business email capture rate (currently reported by our CSM every week), and to get the most detail about meetings that have been booked, you have to export data and review in Sheets/Excel. Drift responds quickly, and they're already working on this... so by the time you read this review, the reports will probably be fully functional in the platform.
Director of Brand Strategy and Communications
SmartlingInformation Technology & Services, 51-200 employees
Kayako
- Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
- Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
- Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
General Manager
HOSTINGInternet, 11-50 employees
Pricing Details
Drift
General
Free Trial
—Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
—Drift Editions & Modules
—
Additional Pricing Details
—Kayako
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$29 per month
Kayako Editions & Modules
Edition
Inbox | $15.001 |
---|---|
Growth | $30.001 |
Scale | $60.001 |
- Per User Per Month
Additional Pricing Details
—Likelihood to Renew
Drift
No score
No answers yet
No answers on this topic
Kayako
Kayako 7.8
Based on 11 answers
- We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
- Our team's processes are now heavily ingrained in the system
- We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
System Administrator
Shore Power IncRetail, 11-50 employees
Usability
Drift
Drift 7.3
Based on 3 answers
The customer-facing usability is great, but managing drift from the back end can be challenging at times. This is mainly due to slow loading speeds when it comes to editing or viewing routing. Coupling this with no autosave function, changes are hard to make and can easily be lost.

Verified User
Analyst in Marketing
Security & Investigations Company, 501-1000 employeesKayako
Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Application Support Specialist
ImageTrendHealth, Wellness and Fitness, 51-200 employees
Reliability and Availability
Drift
No score
No answers yet
No answers on this topic
Kayako
Kayako 7.5
Based on 4 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Sales and Support Manager
StyleEase Software, LLCComputer Software, 1-10 employees
Support Rating
Drift
Drift 8.0
Based on 3 answers
The Drift team has been remarkably responsive to me. From support reps available in-app, to my account manager committed to my long-term success, to regular connections and interactions with their leadership team. They have been wholeheartedly committed to answering every question and solving every issue so that we can succeed as a team, and I can succeed as a marketer!
Director of Marketing
LessonlyComputer Software, 51-200 employees
Kayako
Kayako 2.6
Based on 7 answers
- We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
- Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
Vice President of Information Technology
3formPlastics, 501-1000 employees
Implementation Rating
Drift
No score
No answers yet
No answers on this topic
Kayako
Kayako 9.0
Based on 4 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
System Administrator
Shore Power IncRetail, 11-50 employees
Alternatives Considered
Drift
I have used a few different chat platforms, the most popular one being Intercom. They both have some similarities in functionalities and features. I have had more success with Drift and the calendar link/automation. I love the fact that a prospect can easily find my calendar link and book a demo without needing to speak with me.

Verified User
Employee in Sales
Information Technology and Services Company, 51-200 employeesKayako
We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
IT Project Coordinator
SwiftTech Technology Solutions LLCInformation Technology and Services, 11-50 employees
Return on Investment
Drift
- Save time by allowing your inbound audience to access what they want immediately through Drift bots.
- Reducing friction you will increase your inbound audience engagement traffic.
- With Drift, our company has increased our qualified sales meetings booked more than 3x than when we used forms.
Marketing Demand Generation Manager
DyKnowEducation Management, 11-50 employees
Kayako
- Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
- Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
Technical Support Engineer
CoverMyMedsTelecommunications, 11-50 employees