TrustRadius
https://media.trustradius.com/product-logos/FC/E0/5VMS75GACC9U.JPEGFantastic chat tool for small businesses and startupsI've been using Drift for the past couple years to engage site visitors on my personal website where I provide tailor-made localization solutions for video game companies, game developers, localization agencies and individuals. Drift is helping us keep users engaged, answer their questions on the go and convert prospective leads into clients.,User engagement is great, it's super easy to send messages to site visitors. Fantastic overall user experience and interface. It's super easy to setup on your website and customize it to your needs. Excellent messaging system with bots, assigning agents and file attachments.,Pricing by far is the weakest points as it seems as if they're targeting startups with bigger budgets rather than individual clients. 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.,9,It has definitely decreased bounce rate. Users are more eager to interact with our website. It has helped us land new clients.,Intercom,Drift allows you to keep track of all the conversations that are happening on your website. It's fairly easy to keep track of them and reassign them if necessary. Unfortunately we didn't have much time to explore any other reports that drift might offer.,Intercom, Buffer, MailchimpDitch forms, implement Drift chatbots, and watch your inbound climb!Dyknow uses Drift's conversational marketing chatbots to drive and qualify digital inbound traffic. Drift is solely used by the GTM (sales & marketing team), however, we do have service's customers sign up for marketing content/events through Drift as well. Drift addresses the friction and time problem that forms plague on so many SaaS companies. The old form/qualify model is broken, people want information instantly, and Drift allows us to get what our inbound audience wants and needs quicker.,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.,Drift's Service. Drift has grown exponentially fast. As a result, the personalized and fast service we once received is now limited and slow. If experienced Drift users aren't able to schedule calls with their report reps then their service chat and knowledge base articles need to be up to date and efficient. Drift's Email. Drift does one thing really really well, and that is chatbots. They should stick to what they do best and leave email automation to email companies. Bugs. Again Drift is expanding very quickly and they come out with a lot of new releases. I wish they would maybe beta test the new releases a little more, prior to pushing it out to market. We have run into multiple situations where bugs/errors have no explanation and have to go to the coding team due to a release error. Slow. The chatbots are fast, the contact reports are slow.,8,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.,Intercom and HubSpot,We use Drift chatbot reports to see how bot conversion rates are reporting. I wish we could have an abandoned meeting report. (I need to see if this is possible, it might be). As for their contact reports, their system is slow, therefore I result to Salesforce, which integrates directly with Drift to report on meetings booked, UTM sourced traffic, and marketing content sign ups/engagements.,WordPress, HubSpot, CanvaDemand Gen Tool that everyone should think aboutDrift is used to convert website visitors as well as directing them to the right part of the website. Also, it integrates Marketing and Sales Development efforts. Therefore, it's used across the multiple departments and all business lines of the company. It also gives us more insights about our product offerings as well as who is coming to our website.,Chat bot flows Integrations like Outreach Customer support Reporting,Some features should be available. For example, it's possible to see that someone comes from an Outreach email campaign but it's only possible to have a live chat feature - not automated bot flow VP level reporting/approval process: It's hard to work on things together as a team and share things with the team of management.,9,Driving more leads Driving more qualified leads Give us feedback for further marketing and product initiatives,,Reporting is great. I yet need to connect all dots between all used tools in the mix. The Drift reporting itself is great but not very customizable and it's the management export function/automated reporting without being in the platform.Best chat solution for ABMWe use Drift to help improve our inbound marketing effectiveness. Target accounts get a personalized experience that allows them to schedule meetings directly with their reps. Other accounts are able to interact with the chat experience and get directed to appropriate resources. This helps us improve funnel velocity for target accounts and reduce the time spent by SDRs qualifying inbound leads.,Account-Based Marketing - Personalized experiences Content Discovery - We can recommend content to visitors to our site Lead Qualification - We can qualify in + out leads with chat,Time to value - Pre-built playbooks and solutions for users Customer Support Product - We have two chat implementations in our business because our CS team found Zendesk to be a better offering and the pricing was more competitive as a bundled offering.,9,Modest improvement in inbound lead volume from target accounts. Time saved in SDR qualification of leads.,IntercomDrift is a must have for any siteWe use Drift for Lead Gen and as a resource to navigate our websites. We rolled out Drift initially because we saw over 90% of our site visitors leaving without ever giving any contact information. To help tap into these potential leads we deployed Drift across several properties, tested if it was a net positive to our lead count and then deployed it into several other sites. The conversations steer you in the direction of talking to a rep, which helps our team leave a good impression on visitors. All the while it collects information regarding the visitor so that we can reach back out to them in the future. The sales reps are the only ones who are actively chatting on the platform, and they only come in after certain interest indicators have been triggered (i.e. the person wants to know the price).,Excellent customer support. All of our issues have typically been resolved within 24 hours. They never dodge tough questions, but rather work with you to confront the issue. Its UI is simple to grasp, and makes building talk tracks easy.,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.,9,Drift has already paid for itself for the first year. Drift has introduced MANY new prospects we can contact with nurture email campaigns. Instead of leaving frustrated, visitors always have the ability to reach a human.,,We don't do any Drift reporting.,Adobe Acrobat DC, Facebook for Business, LinkedIn Marketing Solutions, Pardot, Zapier, Google Analytics, Meltwater Media Intelligence Platform, Slack, Salesforce Marketing Cloud Email Studio, Adobe Premiere ProIf you want to connect with your customers try Drift!We've been using Drift at KeyedIn as a better way for us to interact with our customers and potential customers. Before we used to have a very manual way of reaching and interacting. Now with Drift we've been able to have customers or potential clients come to the website and be directed to help in a very automated way. We can now communicate in a new way.,Automated communication is incredible with Drift. They keep a history of all conversations which make it easily to refer to. Drift can attach your calendars which can provide instant meetings for prospectives customers.,It's hard when you're not around to have an "active" conversation which isn't just on Drift's part as a product. Drift was a little hard to roll out initially but now that it's implemented it's smooth. Building out conversations can be a bit tedious.,9,Drift drives meetings for prospectives customers so immediate ROI from that. We also have happier customers which improves our satisfaction rating. With happy customers also comes referrals for business.,AliveChat and ChatBot,We don't generate reports with Drift. We can gauge interest better and understand our clients and prospects needs based on initial conversations started by Drift. It's been a tool that we've found to be a great asset on our tool belt and further helps bridge the gap between us and our customers.,Outreach, Box, Zoom, Slack, SkypeWAY more than live chat, Drift is defining the future of how visitors will engage with your site.We use Drift to engage visitors on our website, collect feedback responses, and capture leads. We have started to use Drift for support questions as well and we soon plan to implement the calendar scheduling features. It's currently used by our teams in two countries, and we plan on expanding it to the entire organization in the coming months.,Scheduling meetings for leads. Making it easy to get notified when people are chatting with you. Configuring chatbots to engage visitors without human interaction.,It can be a bit challenging to set up rules and configurations across multiple countries and languages. It's possible, just takes a bit of work. I would really like to see AB or multivariate testing available for chatbots. The chatbot testing process can't be done without affecting the chatbot results. Would like the ability to test in a staging environment so I don't have to reset stats each time.,10,We've been better able to engage high-value accounts who are working on deals with us. We've captured leads and been able to respond more quickly than we were with email-based forms. We've received feedback from visitors that we couldn't have captured otherwise.,Intercom and SnapEngage,We typically just look at the KPI reports for message prompts and chatbots to see what kind of engagement we're getting. Right now, we're just exploring the CQL (conversation qualified lead) feature, so we don't get enough engagement to really find value in that metric yet. Longer term, we'll take a closer look at what actions drive qualified leads so we can better optimize the site experience.,Zapier, Google Data Studio, WordPressDrifting around the corners at full speedWe use Drift to engage with website visitors on blend.com. It's currently being managed by Demand Generation with our SDR team being the day to day users. It provides the company with alternative channels for prospects to gather info and book meetings.,Great customer service Free add-on communication and calendaring tools for the Google ecosystem Solid Salesforce integration,Campaign members status updates based on a variety of chat circumstances Better web engagement metrics to drill down on certain behavioral indicators Need for regional user groups to talk shop with other users,7,Increase in landing page conversion from those emails that included a Drift link. SDR team booked meetings have increased 10% since the launch of Drift.,,Typically look at conversion path from open chats to demos booked at the playbook level.,MarketoDrift, great if you have high volumes. I don't think we will keep it.We use Drift to capture website visitors and speak to them at the moment of interest. It is primarily used by sales but we get questions regarding customer support as well. I keep the website on during work hours and answer questions. We purchased drift with the hopes of learning who is coming to our website that we didn't capture through leadlander or demo request.,Drift is well integrated into all of our different applications including Salesforce, Slack and on the phone. Drift does a good job of notifying me if there is someone with a question. Drift is very easy to execute and doesn't require much effort to get going.,Drift continues to notify you on weekends and evenings and even though it says I'm not available, it doesn't show that to me. The Chrome extension for drift doesn't notify you in a timely manner. Drift tags the person as a viable lead when they really aren't.,5,We have connected with a few people using Drift. Nothing has been ideal yet but we've only used it for two months. It's great if you need something that is easy to do from where ever you are. The phone application allowed me to garner some valued leads. It has taught us that our keywords are wrong on Google AdWords.,Zendesk and Salesforce.com,We don't really pull any reports with Drift. I suppose they have a few analytical tools but we haven't had any decent traffic using the product. Most of the people are looking for something totally unrelated and are just a waste of time. I liked the reporting tool that showed the volume of people connected but we never look at it.,LinkedIn Sales Navigator, Zoom Video Webinar, Salesforce.comStrong toolset for a budding tech sectorDrift is currently being used by our marketing and sales team for its bot feature, which has helped us increase our lead conversion rates on our site while also increasing our contact rates with those leads since it allows for immediate routing of leads to sales through the chat functionality. Outside of that, our client services team is using Drift's meeting link to help increase efficiency in booking meetings with our clients and prospects.,Makes it easy to build out both simple and complex playbooks for chatbots. Simplifies the process for qualifying and contacting leads that come through the chat service. Connects well with other tools that sales and marketing most likely uses (marketing automation, CRM, etc.),Some of its newer features still need work on them prior to their launch, but with everything moving so fast, it's understandable in this tech climate.,8,Increases in conversion rates on the site pages with the chat bots. Increases in successful contact rates between sales and new leads coming in through the chat bots. Increases in visibility into attribution for leads coming in from chatbot sources.,HubSpot,Simple reports to see the amount of conversations had on any day, the number of leads generated, and the number of quality leads generated as well.Drift Usage by a Response Sales Team!Drift it used by our inbound sales response team on our website. As someone browses our website, a Drift “Bot” will ask if they have questions around pricing or our services. If they answer yes, then our sales response team will initiate a website chat with them around our product and services to start the sales cycle.,Prospect screening on website Email cadence automation Website chat,Removing prospects from and email cadence isn’t intuitive. Grammarly does not work within the website chat. Would love it if it did. Mobile app could use some work.,9,Save at least 2 hours a day on drafting and sending individual emails to each sales prospect. Convert at least 3 prospects an hour into legitimate sales leads each out through our website using chat.,ToutApp,As a sales user of Drift, I don’t use the reporting features much. My aim is to get In touch with prospects while they are on our website. Drift has been doing great with this.,ZoomInfo, Outreach, D&B Hoovers (formerly Avention)Better lead gen with DriftOur marketing and sales department use Drift to track and engage with our website visitors. We have personalized playbooks so that when a prospect or client from "x" company visits our site, we not only know that they've visited, but we also have targeting messaging towards that account. We are currently trialing the upgraded version where we can watch the live view and see what organization the person is from (based off of their IP address) Drift also keeps a log of emails opened/read. This is not one of the selling features, as there are other companies that do that much better.,Customer service: When I first started with Drift, our account rep trained me personally. We've also had several calls with our account rep now that we are going through a trial of the upgraded version, and the Drift team is super helpful. Ease of website navigation: UX/UI is pretty user-friendly and easy on the eyes. Drift makes it easy to track and engage with your key accounts.,If a person is looking at your site via mobile phone, their company name will not appear. When you click on a link via Drift, it takes you to that link in the same tab, which can kick you out of a chat. (Ex: When you want to look at the same page the website visitor is looking at.),8,We have booked a few key sales meetings via Drift. It has given us insight into who is visiting our website regularly so that we can follow up with those companies and turn them into leads. It has taught us which of our website pages are viewed the most and which pages are the most engaging.,We get a report once a week with top visitors from our site. Only our CMO gets this and shares with the sales team, but it is super helpful insight. Top visitors are defined by Drift, not by our company, and that is something I would change.,Gusto, PardotDrift: Finding your courseWe used Drift to increase engagement on our website, and also to collect self-qualified leads without having to lead someone off the page they were interested in to a landing page. We had found that not a lot of people were willing to speak to the live chat, and the live chat was difficult to man across timezones. Drift allowed us to use live chat if we needed, but we were primarily able to let people have non-threatening conversations and generate leads sent directly to our CRM.,AI conversations - people don't always want to talk to a real person, but they do want to get more information. These conversations are fun and easy to set up, and give people an interesting experience. Integration with CRM - you need to be able to reach people in order to make a sale, the integration with CRM enabled our sales team to follow up quickly. Customizable for every page - you could give a specific conversation for the topic on each page you wanted, really enabled you to tailor your "conversations".,More standard with ABM - ABM isn't an add-on anymore, it's a standard practice in the marketing world. Automatic a/b testing in conversations for optimization - being able to pre-load tests to determine what works and what doesn't would be a huge improvement. Ability to offer progressive assets within one chat.,7,Drift increased the rate at which referrals were converting on our site, speeding up the buying process. We also got more spam leads which was a problem, because it was so easy to "fill out a form" Allowing someone to schedule a meeting on their own, without having to involve 4 people to consult their calendars was great.,Olark and Intercom,The reports need a bit of help. We really wanted to see more granular reporting data on which page someone converted on and became a meeting, how many conversations a person had before they converted, and reporting on A/B tests we were running. Drift doesn't really have this functionality yet but it's on the roadmap. It was helpful to see how many people overall were interacting with the bot and how many meetings would be scheduled in a given time frame.,Marketo, HubSpot, HubstaffDrift reveals ops in real time!Drift is our communication platform for site visitors. It has enabled us to talk to interested business owners while they are browsing, instead of waiting when they are busy with work.,Chatting with potential clients helps us keep our skills up to date, and makes sure that we are attentive to everyone visiting our website. Most of the time, business owners are to0 busy to take a call, but with Drift on our website, we can respond to them then and there without disrupting their business day.,Not really much to improve on-- the app does what I need it to do, and all the other reps here agree. A cool feature would be to integrate a calendar setting that can allow meetings to be booked within Drift.,10,We have had more customer engagement since implementing Drift, and there has been an increase in traffic to our site because we are able to respond when the customer needs us.,Outreach, Olono and Intercom,I do not generate any reports from Drift.,Olono, Outreach, InsightSquaredDrift is lead gen on steroids (for prospects who are cool with chatting with bots)Drift created a whole new category of Conversational Marketing and they definitely played their cards right this time. We use 4 different Drift playbooks for engaging with potential students and partner companies. Not everybody likes chatting with bots but for those who're cool, Drift makes lead gen a piece of cake.,Super easy to install and get it up and running on the site. UX is terrific. Support is 10/10 as I've always had my questions or issues resolved. Sets meetings in my sleep :) It's lead generation on steroids.,The licensing cost might seem significant for those who can't justify an ROI. They upsell you 24/7 whether on their emails or on the user dashboard.,8,Appointments set increased by 43% quarter over quarter.,Intercom and Zopim by Zendesk,We build .CSV files of leads. That's pretty much it. The data visualization on the dashboard is good enough for us at this stage. There's a startup called Botanalytics that is providing analytic features for chat bots. It's something Drift would want to integrate out of the box to help its users make data driven decisions.,HubSpot, Apollo, SlackGood product, great company.We use Drift on our sales and sales engineering teams. We use it to help our prospects get better connected with the right resources. We use it to gather information from our prospects to qualify them as potential buyers.,Rapid development process Close relationship with their support Gives us a meaningful advantage over our competition,More active updating between Drift and Salesforce would be helpful Exporting conversations is buggy,10,There's only one - IT IS EASIER FOR OUR PROSPECTS TO INTERACT WITH US.,I do not use Drift for any reporting.My Drift ReviewDrift is used by the Business Development team to communicate with prospects when they first reach our site. It allows us to quickly answer questions and determine interest levels in a more efficient manner than filling out forms and relying on email communication.,Very easy to use Integrates well with Slack Drift has seriously improved our ability to communicate quickly and efficiently with customers and prospects,There seems to be a delay with the Slack integration which has caused us to miss a few questions,10,Increased MQLs Faster time to meetings scheduled,Great Solution for Modern Sales & Marketing Teams (one-to-one interactions)Drift was set up on the website to enable live chat as a starting point. We then expanded to use Drift sequences as our primary outbound sales solution to enable 1-to-1 communications with prospects.,Easy setup and simple for prospects to engage with Low price point - has many features as other complex sales solutions but price point remains low Low of integrations - they are constantly building out new integrations,Main dashboard area still feels unfinished / a major WIP Pricing / features can get a bit confusing at times when comparing to other products on the market,9,Increase website leads and conversion rate Increased real-time product feedback Improved real-time website and prospect support (when they have questions we can easily respond and update website with new content when we keep getting asked the same questions over and over again),Intercom,Nothing that is impactful yet,Intercom, Segment, OutreachDrift - easy to use chat platform!We used Drift on our main corporate website, as well as all of our local websites. It was nice having one platform for all of our website chat activity. We did set up a couple of the automated questions to try to guide users to the correct place prior to having customer service intervention. We also utilized different messages for when we were closed in the evenings and weekends.,We had a great support contact at Drift, who helped us fine tune the ChatBot conversations. Drift is very reliable. We never had any technical issues with it. The admin platform is very intuitive.,We did have one issue where the chat box would show the wrong date & time, and unfortunately, we were never able to figure out a fix for that.,9,While we did like Drift and found it very easy to use, we didn't covert additional visitors into leads using Drift. This was a disappointing finding, as we had hoped that it would really drive up our website conversions.,HubSpot,We looked at a couple of reports with Drift. We monitored the number of chats that were occurring, the time of day and day of the week the chats occurred and also the number of chats that converted into a lead. The reports did meet our needs and gave us a good picture of whether we were experiencing an acceptable ROI on Drift or not.,HubSpot CRM, HubSpot, BrightEdgeGood Customer Service and Support ChatI needed a front end chat/support system for an SaaS product. I specifically needed the ability to receive and respond to pre-sale questions about the product. I didn't want to be tied to a computer, so mobile app access on the go was a must-have feature.,Customer service and support chat Tracking leads Basic automation,App was buggy at times Notifications were occasionally delayed,9,Increase in sales More satisfied customers I did receive a number of frivolous messages or solicitations, but that's not a downside of the product itself,Intercom,I did not generate reports with Drift; I would occasionally track the number of inbound requests, but I didn't have any specific reporting needs for this app.,Mautic Marketing Automation, MailChimpDrift - good potential, but it's still got a long way to goDrift is being used by our inbound sales team. It's main purpose is to prospect and chat with Enterprise leads, but can also provide support and discussing best plan options for those who have questions.,Clean interface that attracts people to chat Playbooks that are customizable and can spark interesting/tailored conversations,Overall buggy - integrations with SF don't really work. Chat notifications don't show sometimes, and the Drift extension makes my gmail crash.,5,We used SnapEngage before Drift. We've only had it for a couple of months, so it's hard to compare data from before to now. When first implemented, we had much less chat leads - it's balanced out a bit more now. So far, a more neutral impact.,SnapEngage,Our Drift chats are for sales purposes, so we usually pull reports that help us see how many chat leads we qualify.,Salesforce Analytics Cloud, Chili PiperDrift turned our website into a Lead Generation machineWe are using Drift on multiple company websites to facilitate the live communication of our sales & support teams/departments with website visitors and app users. It solves multiple problems for us. The first one is being able to support existing users or visitors already familiar with our offerings learn some more information or ask specific questions about our products. The second one is identifying possible prospects based on a number of factors like time on the website, the number of pageviews, company size, and industry (through the Clearbit integration) and proactively engage them with automated questions and specialized offerings so that we can start a conversation with them and eventually gather their contact details. It also allows us to keep track of our history with every individual user, such as how many times they've been on the website, the personal and contact details, which we can then feed to our CRM once we determine someone is a Sales Qualified Lead (SQL).,Inbound Lead generation, by automatically targeting prospects or qualified visitors and beginning a conversation with them. User support system, by allowing visitors or app users to ask and get replies to specific product/service related questions they might have. Lead nurturing, by sending automated email campaigns to users who are deemed as MQLs, but need a little extra push before they convert into SQLs.,Pricing plans. Their pricing page does not offer a good comparison of different plans and pricing depending on the number of users from the buyer's side, as the monthly plan can change based on that number. Backend User Interface. Some more specialized options (e.g. starting a nurturing campaign) are hidden and could have been able to locate and use. They do not support having access to multiple Drift accounts under the same email, which is a pretty common feature for most of the players of the marketing market (e.g. Mixpanel, Intercom, Hotjar). They do not have as many templates for automated user communication/campaigns as they could.,8,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.,Intercom and Olark,The reports that we generate with Drift on a weekly basis, are based on the needs that we're covering with this service, and are the following: - Emails Captured, which gives us an indication of how much the unknown visitors on the website are converting to Marketing Qualified Leads (MQLs). - Conversations, which allows us to have an idea of how many visitors were engaged with Drift and are interested in our services in general. - Meetings Booked, which is the indicator of success/failure for our sales team, as their goal is to book as many meetings with prospects as possible. On a high-level, Drift's reports are alright, but for someone looking for a more in-depth analysis, things can get tricky, as Drift doesn't support anything like this out of the box.,Hotjar, Google Tag Manager, Visual Website Optimizer, Google Analytics, SlackGreat tool to help improve customer experience!We use Drift as a means to communicate with current and potential customers, in an effort to improve our overall customer experience. Drift allows us announce outages, run promotions and provide technical support without having to call in to our offices.,Drift is easy to use, customize and integrate into our Slack channels. We use Drift to automate support questions and deliver new leads to the right department. Drift's pop-up feature allows us to notify customers of potential outages, upgrades and specials.,Our dashboard has recently changed with new upgrades made by Drift. These new changes have made it a little harder to implement campaigns and notices. Drift customer support is automated as well. Forget trying to get a quick question answered, my last question took 1 week to get a response back from an actual team member. To my knowledge they are still working on way to block users that use explicit language. I am still waiting for any updates on this.,6,Increased customer experience Automate messages increase ROI,Slack,New user contact info, conversations and impressions on pop up messaging. These simple reports work for now.,Slack, AsanaGreat in theory; some kinks that have not yet been solvedWe use Drift as a support tool and as a method to capture leads. Our support, accounts, and marketing teams share the responsibility of monitoring the chat. We have something of a unique case because we want to use it to reach other businesses who come to our site, but do not want to be flooded with the customers of those businesses (who are the bulk of traffic to our site). Because of this, we target it only on a few specific pages.,People are really excited to be able to reach us in real time. We do see real, qualified leads come in, and it's easier to capture them/get them to move forward. The individual profiles help to personalize us as a company,The setup just isn't intuitive. We've never been able to get it to auto-respond/assign in a helpful way. The alerts can be spotty, and when they don't work, it's frustrating - you either have to watch the screen with no action just-in-case, or you end up missing something. It's a little glitchy - despite lots of time playing with it and several consultations, the places/times it appears and the interaction it has is unpredictable.,5,We do get some leads (usually 1-2 a day), and they are more likely to move forward if we can immediately point them in the right direction. Customers are happy when they can reach us quickly. It helps our goal of limiting support by phone.,We are able to generate reports about the types of interactions that we have/the type of people who reach us by Drift. We changed some of our setup, so the reports have improved; however, we would still like to be able to subdivide more and pull more specific information.,Slack, SharpSpring, GoToWebinarDrift meets HealthcareWe've been testing drift in place of an intercom. We really need a good ticket management tool besides intercoms because of the PHI. Drift allows us to collect the right user data under an agreement that would allow us not be compromised if there was a security breach.,Design Brand Product,Functionality Features Ticket support,10,Support Implementation Security,Intercom
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Drift
52 Ratings
Score 8.6 out of 101
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Drift Reviews

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Drift
52 Ratings
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Score 8.6 out of 101

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Dmitry Kornyukhov profile photo
Score 9 out of 10
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I've been using Drift for the past couple years to engage site visitors on my personal website where I provide tailor-made localization solutions for video game companies, game developers, localization agencies and individuals. Drift is helping us keep users engaged, answer their questions on the go and convert prospective leads into clients.
  • User engagement is great, it's super easy to send messages to site visitors.
  • Fantastic overall user experience and interface. It's super easy to setup on your website and customize it to your needs.
  • Excellent messaging system with bots, assigning agents and file attachments.
Drift can work across multiple organizations regardless of their size or structure. The folks behind Drift have developed so many (almost too many) features that can fit all kinds of scenarios from simple user engagement to rather complex onboarding with bots and multiple agents working in different departments. It is also a great solution for customer support.
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Rachel Green profile photo
Score 8 out of 10
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Dyknow uses Drift's conversational marketing chatbots to drive and qualify digital inbound traffic. Drift is solely used by the GTM (sales & marketing team), however, we do have service's customers sign up for marketing content/events through Drift as well. Drift addresses the friction and time problem that forms plague on so many SaaS companies. The old form/qualify model is broken, people want information instantly, and Drift allows us to get what our inbound audience wants and needs quicker.
  • 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.
Drift does one thing really really well, chatbots. They are the best out there and way ahead of any of their competitors or other tech companies trying to simply "add-on" a chat tool. If you want to save time, reduce friction, and increase inbound traffic then get rid of forms and use Drift's chatbots. Drift is not good for email automation, at least in our company's experience, which is why we have HubSpot and Drift. Drift contact reports are slow to load, and I use Salesforce reports instead to report on Drift engagement and activity.
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Score 9 out of 10
Vetted Review
Verified User
Review Source
Drift is used to convert website visitors as well as directing them to the right part of the website. Also, it integrates Marketing and Sales Development efforts. Therefore, it's used across the multiple departments and all business lines of the company. It also gives us more insights about our product offerings as well as who is coming to our website.
  • Chat bot flows
  • Integrations like Outreach
  • Customer support
  • Reporting
It's great for directing users and converting them. I think the integrations are great (Salesforce, Marketo, Outreach, Clickbit) but could be more robust at certain stages. If your Sales and Marketing organization is very complex, a chatbot can be difficult to set up and maintain.
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Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Drift to help improve our inbound marketing effectiveness. Target accounts get a personalized experience that allows them to schedule meetings directly with their reps. Other accounts are able to interact with the chat experience and get directed to appropriate resources.

This helps us improve funnel velocity for target accounts and reduce the time spent by SDRs qualifying inbound leads.
  • Account-Based Marketing - Personalized experiences
  • Content Discovery - We can recommend content to visitors to our site
  • Lead Qualification - We can qualify in + out leads with chat
Well suited for high traffic sites which require improved lead qualification and for companies who are deploying an ABM program.
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Mike Thompson profile photo
Score 9 out of 10
Vetted Review
Verified User
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We use Drift for Lead Gen and as a resource to navigate our websites. We rolled out Drift initially because we saw over 90% of our site visitors leaving without ever giving any contact information. To help tap into these potential leads we deployed Drift across several properties, tested if it was a net positive to our lead count and then deployed it into several other sites. The conversations steer you in the direction of talking to a rep, which helps our team leave a good impression on visitors. All the while it collects information regarding the visitor so that we can reach back out to them in the future. The sales reps are the only ones who are actively chatting on the platform, and they only come in after certain interest indicators have been triggered (i.e. the person wants to know the price).
  • Excellent customer support. All of our issues have typically been resolved within 24 hours. They never dodge tough questions, but rather work with you to confront the issue.
  • Its UI is simple to grasp, and makes building talk tracks easy.
Lead gen, connecting with reps and site navigation are all easy to figure out on while using Drift. The price point makes it affordable to make a site visitors first interaction a memorable one. It can be a little clunky with large sites and keyword targeting. I recommend using buttons instead of keywords to forward the talk track.
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Kevin Knudsen profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We've been using Drift at KeyedIn as a better way for us to interact with our customers and potential customers. Before we used to have a very manual way of reaching and interacting. Now with Drift we've been able to have customers or potential clients come to the website and be directed to help in a very automated way. We can now communicate in a new way.
  • Automated communication is incredible with Drift.
  • They keep a history of all conversations which make it easily to refer to.
  • Drift can attach your calendars which can provide instant meetings for prospectives customers.
Drift is an incredible tool that can help automate communication on a website or blog overnight! We've taken our website contact from a number and email to a live conversation that helps people get the information they want faster and easier without so many rabbit holes to go down to find a simple item. I wouldn't see Drift working well for companies who already have a tool such as live chat bots in place.
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John Rougeux profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Drift to engage visitors on our website, collect feedback responses, and capture leads. We have started to use Drift for support questions as well and we soon plan to implement the calendar scheduling features. It's currently used by our teams in two countries, and we plan on expanding it to the entire organization in the coming months.
  • Scheduling meetings for leads.
  • Making it easy to get notified when people are chatting with you.
  • Configuring chatbots to engage visitors without human interaction.
Drift has so many features and configuration possibilities that it's hard to envision a scenario where having live chat isn't appropriate. Drift does particularly well if you want to fine-tune the rules for determining what chat messages get sent to whom. It's probably overkill for a small, low-volume site, but even their free plan would work well in that situation.
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Matthew Dilworth profile photo
Score 7 out of 10
Vetted Review
Verified User
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We use Drift to engage with website visitors on blend.com. It's currently being managed by Demand Generation with our SDR team being the day to day users. It provides the company with alternative channels for prospects to gather info and book meetings.
  • Great customer service
  • Free add-on communication and calendaring tools for the Google ecosystem
  • Solid Salesforce integration
Great for B2B companies with targeted accounts and a deep content resource section to set up a ton of playbooks. If you have high-value pages like pricing, demo, interactive content, video marketing, event landing pages etc., and want to sprinkle in a value-add message it works great for this.
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Dan Sherman profile photo
Score 5 out of 10
Vetted Review
Verified User
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We use Drift to capture website visitors and speak to them at the moment of interest. It is primarily used by sales but we get questions regarding customer support as well. I keep the website on during work hours and answer questions. We purchased drift with the hopes of learning who is coming to our website that we didn't capture through leadlander or demo request.
  • Drift is well integrated into all of our different applications including Salesforce, Slack and on the phone.
  • Drift does a good job of notifying me if there is someone with a question.
  • Drift is very easy to execute and doesn't require much effort to get going.
Drift is excellent for high volume sales. It's great when you need to reach a lot of customers on your website. It's great if you want something easy to configure with a lot of functionality and features. It's also great compared to many other solutions reviewed. It has Salesforce integration but it's not very useful, at least not yet. I wouldn't buy this product if you sell low volume products or don't have time to answer a lot of stupid questions from bad leads.
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Marc Herschberger profile photo
Score 8 out of 10
Vetted Review
Reseller
Review Source
Drift is currently being used by our marketing and sales team for its bot feature, which has helped us increase our lead conversion rates on our site while also increasing our contact rates with those leads since it allows for immediate routing of leads to sales through the chat functionality. Outside of that, our client services team is using Drift's meeting link to help increase efficiency in booking meetings with our clients and prospects.
  • Makes it easy to build out both simple and complex playbooks for chatbots.
  • Simplifies the process for qualifying and contacting leads that come through the chat service.
  • Connects well with other tools that sales and marketing most likely uses (marketing automation, CRM, etc.)
It's a great tool for a relatively mature marketing and sales team that utilizes digital tools already to increase effectiveness. For those still not sold on "digital marketing" then you're not going to "get" this tool or get the most out of it.
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Score 9 out of 10
Vetted Review
Verified User
Review Source
Drift it used by our inbound sales response team on our website. As someone browses our website, a Drift “Bot” will ask if they have questions around pricing or our services. If they answer yes, then our sales response team will initiate a website chat with them around our product and services to start the sales cycle.
  • Prospect screening on website
  • Email cadence automation
  • Website chat
Works great for chat. I really like the built-in responses you can use as you chat; so you don’t have to type the same thing every time someone chats in. Very helpful. Dropping someone into an email cadence is also great. [It's] Hard to remove them from that cadence though.
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Score 8 out of 10
Vetted Review
Verified User
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Our marketing and sales department use Drift to track and engage with our website visitors. We have personalized playbooks so that when a prospect or client from "x" company visits our site, we not only know that they've visited, but we also have targeting messaging towards that account. We are currently trialing the upgraded version where we can watch the live view and see what organization the person is from (based off of their IP address)
Drift also keeps a log of emails opened/read. This is not one of the selling features, as there are other companies that do that much better.
  • Customer service: When I first started with Drift, our account rep trained me personally. We've also had several calls with our account rep now that we are going through a trial of the upgraded version, and the Drift team is super helpful.
  • Ease of website navigation: UX/UI is pretty user-friendly and easy on the eyes.
  • Drift makes it easy to track and engage with your key accounts.
Drift works well for lead generation and being able to actively engage with prospects. They say only 20% of people engage via chat bots, but I suppose you make it more memorable for the website visitor. It saves sales reps time by automatically getting meetings scheduled.
I do not think this should be used as a chat support system/Help Desk.
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Score 7 out of 10
Vetted Review
Verified User
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We used Drift to increase engagement on our website, and also to collect self-qualified leads without having to lead someone off the page they were interested in to a landing page. We had found that not a lot of people were willing to speak to the live chat, and the live chat was difficult to man across timezones. Drift allowed us to use live chat if we needed, but we were primarily able to let people have non-threatening conversations and generate leads sent directly to our CRM.
  • AI conversations - people don't always want to talk to a real person, but they do want to get more information. These conversations are fun and easy to set up, and give people an interesting experience.
  • Integration with CRM - you need to be able to reach people in order to make a sale, the integration with CRM enabled our sales team to follow up quickly.
  • Customizable for every page - you could give a specific conversation for the topic on each page you wanted, really enabled you to tailor your "conversations".
Drift is really good for working with referral leads who come to your site - they already know they want to reach out so it speeds up the process. It's also great for companies with a really tech-y audience, because it feels like new fun tech for them to try. However, a bot can be creepy, so if you have a base of luddites, it's probably not going to be well received.
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Score 10 out of 10
Vetted Review
Verified User
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Drift is our communication platform for site visitors. It has enabled us to talk to interested business owners while they are browsing, instead of waiting when they are busy with work.
  • Chatting with potential clients helps us keep our skills up to date, and makes sure that we are attentive to everyone visiting our website.
  • Most of the time, business owners are to0 busy to take a call, but with Drift on our website, we can respond to them then and there without disrupting their business day.
In any organization that values customer service, Drift will make the difference between a cold lead and a friendly chat.
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Ankurman Shrestha profile photo
Score 8 out of 10
Vetted Review
Verified User
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Drift created a whole new category of Conversational Marketing and they definitely played their cards right this time. We use 4 different Drift playbooks for engaging with potential students and partner companies. Not everybody likes chatting with bots but for those who're cool, Drift makes lead gen a piece of cake.


  • Super easy to install and get it up and running on the site. UX is terrific.
  • Support is 10/10 as I've always had my questions or issues resolved.
  • Sets meetings in my sleep :) It's lead generation on steroids.
Drift is well-suited for a direct questionnaire or lead qualifier system. Where your prospects may be open to going through that series of questions (chatting with bot via Drift playbooks), this is a well-suited solution.

It's not well suited if you're looking for a dedicated support chat system. We use Intercom & Zopim for that and while I'm not a hardcore fan of either, I see Drift would create productivity issues if used as a chat-support system.
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Jeff Bramhall profile photo
Score 10 out of 10
Vetted Review
Verified User
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We use Drift on our sales and sales engineering teams. We use it to help our prospects get better connected with the right resources. We use it to gather information from our prospects to qualify them as potential buyers.
  • Rapid development process
  • Close relationship with their support
  • Gives us a meaningful advantage over our competition
If you have a relatively easy product to sell, it would be absolutely essential. There's also something to be said for working with a company that has a lot of momentum.
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Eric Haugh profile photo
May 22, 2018

My Drift Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
Drift is used by the Business Development team to communicate with prospects when they first reach our site. It allows us to quickly answer questions and determine interest levels in a more efficient manner than filling out forms and relying on email communication.
  • Very easy to use
  • Integrates well with Slack
  • Drift has seriously improved our ability to communicate quickly and efficiently with customers and prospects
Drift is a great tool for any organizations that wish to remove friction in communicating with prospective or existing customers.
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Score 9 out of 10
Vetted Review
Verified User
Review Source
Drift was set up on the website to enable live chat as a starting point. We then expanded to use Drift sequences as our primary outbound sales solution to enable 1-to-1 communications with prospects.
  • Easy setup and simple for prospects to engage with
  • Low price point - has many features as other complex sales solutions but price point remains low
  • Low of integrations - they are constantly building out new integrations
  • Great for small businesses who want live chat and a simple out of the box sales solution without any major roadblocks to getting set up.
  • Awesome support and funding which means they will likely be around for a long time and be able to provide new integrations and features quicker than other products on the market.
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Score 9 out of 10
Vetted Review
Verified User
Review Source
We used Drift on our main corporate website, as well as all of our local websites. It was nice having one platform for all of our website chat activity. We did set up a couple of the automated questions to try to guide users to the correct place prior to having customer service intervention. We also utilized different messages for when we were closed in the evenings and weekends.
  • We had a great support contact at Drift, who helped us fine tune the ChatBot conversations.
  • Drift is very reliable. We never had any technical issues with it.
  • The admin platform is very intuitive.
Drift is definitely an easy-to-use chat platform, so if you are looking to add that functionality to your website, it is a great choice. Installation and implementation were incredibly simple, and we were using the platform very quickly. I can't really think of any scenarios where it is less appropriate unless your industry/business doesn't lend well to customer chats.
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Score 9 out of 10
Vetted Review
Verified User
Review Source
I needed a front end chat/support system for an SaaS product. I specifically needed the ability to receive and respond to pre-sale questions about the product. I didn't want to be tied to a computer, so mobile app access on the go was a must-have feature.
  • Customer service and support chat
  • Tracking leads
  • Basic automation
I used Drift as a SaaS founder and solo customer support/presale question agent. So I can't speak to how well it works with teams. I will say that it was the best option that I found for my needs, and did a great job of connecting me to my customers and helping me solve their problems.
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Score 5 out of 10
Vetted Review
Verified User
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Drift is being used by our inbound sales team. It's main purpose is to prospect and chat with Enterprise leads, but can also provide support and discussing best plan options for those who have questions.
  • Clean interface that attracts people to chat
  • Playbooks that are customizable and can spark interesting/tailored conversations
Great for CFT roles and sales/support. Has the potential to be an amazing chat platform, but is still struggling on fixing a lot of minor bugs.
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Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using Drift on multiple company websites to facilitate the live communication of our sales & support teams/departments with website visitors and app users. It solves multiple problems for us. The first one is being able to support existing users or visitors already familiar with our offerings learn some more information or ask specific questions about our products. The second one is identifying possible prospects based on a number of factors like time on the website, the number of pageviews, company size, and industry (through the Clearbit integration) and proactively engage them with automated questions and specialized offerings so that we can start a conversation with them and eventually gather their contact details.
It also allows us to keep track of our history with every individual user, such as how many times they've been on the website, the personal and contact details, which we can then feed to our CRM once we determine someone is a Sales Qualified Lead (SQL).
  • Inbound Lead generation, by automatically targeting prospects or qualified visitors and beginning a conversation with them.
  • User support system, by allowing visitors or app users to ask and get replies to specific product/service related questions they might have.
  • Lead nurturing, by sending automated email campaigns to users who are deemed as MQLs, but need a little extra push before they convert into SQLs.
Drift is excellent for Inbound lead generation, especially combined with Clearbit, for automated identification of warm leads or possible prospects, especially on B2B websites where every user is important and should be treated differently.
Drift is not well suited to replace a company's CRM as soon as the lead has been deemed SQL, especially for larger companies, as it lacks many of the features that typical CRM platforms have.
Lastly, while Drift is really good for support, since it supports live as well as asynchronous communication with website visitors/users based on their email address, it does not provide the option of creating an automated FAQ database which could serve pre-answered questions to users.
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Score 6 out of 10
Vetted Review
Verified User
Review Source
We use Drift as a means to communicate with current and potential customers, in an effort to improve our overall customer experience. Drift allows us announce outages, run promotions and provide technical support without having to call in to our offices.
  • Drift is easy to use, customize and integrate into our Slack channels.
  • We use Drift to automate support questions and deliver new leads to the right department.
  • Drift's pop-up feature allows us to notify customers of potential outages, upgrades and specials.
At one point we were able to answer twice as many questions via Drift than over the phone. The only caveat is that there recently has been a slight delay with Drift alerts which we are trying to work through with them to improve our overall experience.
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Johanna Goode profile photo
Score 5 out of 10
Vetted Review
Verified User
Review Source
We use Drift as a support tool and as a method to capture leads. Our support, accounts, and marketing teams share the responsibility of monitoring the chat. We have something of a unique case because we want to use it to reach other businesses who come to our site, but do not want to be flooded with the customers of those businesses (who are the bulk of traffic to our site). Because of this, we target it only on a few specific pages.
  • People are really excited to be able to reach us in real time.
  • We do see real, qualified leads come in, and it's easier to capture them/get them to move forward.
  • The individual profiles help to personalize us as a company
It's great if you have website traffic that you want to reach quickly. It would work really well for a robust support team, and if you can subdivide better than we were able to, it could definitely be valuable for sales. It would be really helpful on a "contact us" type page, as a quicker alternative to email without increasing your volume of phone calls.
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October 12, 2017

Drift meets Healthcare

Score 10 out of 10
Vetted Review
Verified User
Review Source
We've been testing drift in place of an intercom. We really need a good ticket management tool besides intercoms because of the PHI. Drift allows us to collect the right user data under an agreement that would allow us not be compromised if there was a security breach.
  • Design
  • Brand
  • Product
Great for companies that need a support ticketing solution. Not as great for companies that really need to target automation off of scripts.
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Drift Scorecard Summary

About Drift

Drift is an AI-driven sales and marketing tool that acts as a virtual assistant, facilitating conversations with leads, qualifying them, enriching CRM data with information gathered, and automatically booking sales meetings.

Drift Competitors

Drift Technical Details

Operating Systems: Unspecified
Mobile Application:No