Reviews (1-25 of 26)
- 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.
- Chat bot flows
- Integrations like Outreach
- Customer support
- 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.
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.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
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.
- 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
- 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.
- 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.
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.)
I do not think this should be used as a chat support system/Help Desk.
- 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.
- 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.
- 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
- 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.
- 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
- 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
- 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.
- 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.
- 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.
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.
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.
- 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.
Drift Scorecard Summary
Drift Technical Details