Drift vs Kayako

• Chatbot builder. The new builder Drift recently came out with is very user-friendly and intuitive.
• Integrations. We integrate Drift with Salesforce and Hubspot. After a lot of testing and mini failures, we finally figured it out and everything works seamlessly.
• Content. Drift's marketing is the best out there, and I always draw inspiration from their "human" approach to our marketing content. As a customer, I am kept up to date on product releases as well as industry leader knowledge reports to keep our company's marketing relevant, helpful, and engaging.

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• 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.

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• The all vertical work flow is tough to visualize at times. It gets a bit messy.
• Getting a fair distribution of leads to all of the reps has been a struggle.
• It can be tough to test in a timely matter.

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• 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.

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• Drift has allowed us to capture more MQLs since we started using it.
• Drift has increased customer satisfaction with our services since it enabled real-time support and communication with them.
• Drift has allowed us to spend less time supporting users or replying to user questions, and spend more time on critical business issues, while maintaining the same level of support for our customers.

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• 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.

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