Drift

Drift

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.3 out of 100
Top Rated
Drift

Overview

Recent Reviews

Easy to use and nice UI

6 out of 10
May 28, 2021
Drift has been used to drive prospect and customer engagement when we have a website visit. They're able to speak with a Live person to …
Continue reading

Reviewer Sentiment

N/A
Positive ()
N/A
Negative ()
Learn how we calculate reviewer sentiment

Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2019

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Drift, and make your voice heard!

Pricing

View all pricing
N/A
Unavailable

What is Drift?

Drift helps businesses connect with people at the right time, in the right place, with the right conversation. Using an AI-powered Conversation Cloud, businesses can personalize experiences, in order to drive more quality pipeline, revenue, and lifelong…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://drift.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Would you like us to let the vendor know that you want pricing?

3 people want pricing too

Alternatives Pricing

What is Qualified?

Qualified is a conversational sales and marketing platform for Salesforce, which, starting with chatbots and live chat, includes advanced routing and omnichannel alerts, so users can prompt sales reps to take immediate action with their named accounts.

What is Intercom?

Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Drift?

Drift helps businesses connect with people at the right time, in the right place, with the right conversation. Using an AI-powered Conversation Cloud, businesses can personalize experiences, in order to drive more quality pipeline, revenue, and lifelong customers.

Drift Screenshots

Drift Videos

Drift Downloadables

Drift Competitors

Drift Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

View all alternatives

Frequently Asked Questions

What is Drift's best feature?

Reviewers rate Support Rating highest, with a score of 8.

Who uses Drift?

The most common users of Drift are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews and Ratings

 (126)

Ratings

Reviews

(1-25 of 45)
Companies can't remove reviews or game the system. Here's why
Score 7 out of 10
Vetted Review
Verified User
Review Source
We generate a lot of traffic to our website after webinars and events but have not done a great job of capturing these visitors and engaging them as they are there. We use Drift to do this helping to create a pipeline of prospects for our consulting and sales teams.
  • Engages visitors to our site
  • Timely communication back to our team while engaging
  • Easy to use
  • Find a way to engage our website visitors even more to click on the bot.
  • Send out more ideas for how to maximize the system around prospecting
I believe Drift is well suited in organizations who have some marketing or internal management infrastructure that can help to organize the process and ensure prospects are routed appropriately and that the internal teams are using the tool to the best of its capabilities. Like any tool, you need internal champions identified to keep it top of mind, fresh and relevant
April 27, 2022

Drift at the centre!

Klaas Schippers | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Drift is a great conversational marketing tool. Makes it easier for your prospects and customers to connect with someone to get their questions answered right away. Love the ability to personalize your message for targeted accounts and pages they are visiting. One of the best customer support teams I've experienced as well!
  • communication with website visitors in real-time to help generate leads
  • Revenue Acceleration
  • improve sales opportunities.
  • time to setup
  • chatbot takes a while to learn
  • If you have a fault in the setup, difficult to find out where it is
Drift will help you majorly save time. You do not have to have human interaction at the beginning, the drift bot can take most actions away from you as it helps steer the conversation with both customers and leads in the right direction. Drift is well suited to make that difference between prospect and can ask those initial questions normally a BDR would do. For the user side, it is more user-friendly than filling-in a form.
Score 6 out of 10
Vetted Review
Verified User
Review Source
We are using Drift as our chatbot on our website. Additionally we use it for routing to members of our sales team.
  • Grabs site visitors' attention
  • Handles routing very well
  • Great user interface on the front and back end
  • The back end is slow to load
  • No autosave functionality
  • Technical difficulty took a long time to resolve
Drift is great if you are looking for basic lead capture and routing to sales teams at an automated level. Drift is not best suited if you will be making many routing changes. It's best to set up once and maintain when needed. Overall Drift does well as an automated chatbot for our website.
The support team was very responsive but at the end of the day they took a long time to fix our issue. The issue did get fixed, though, so that is what matters. Very nice people who are there to help in any way they can.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Conversational Marketing ABM Lead Generation. Generating personalized journeys for different segments of users in order to push them further down the funnel towards a sale. Adding air coverage to the existing marketing activities.
  • User engagement
  • A/B testing
  • Email capture
  • Insights
  • Mobile
Assisting users reach their desired sections on the website
Michael Guth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Drift because it is a tool that provides us with the best way to buy for most potential customers. Thanks to this tool, we have found the best way to streamline sales and support management. It also allows us to keep in touch with most of the potential customers that visit our website. We have a website that will enable us to respond immediately to questions from our customers or those who want to know any information about our products; this helps Drift a lot because it can re-record conversations with customers, download all the content, and re-save the report to continue communicating with them.
  • Thanks to artificial intelligence, I can provide consistent customer service.
  • I can provide information to customers on a scheduled basis, configuring the system to provide general and specific responses.
  • I manage to keep clients up to date with all information at any time of the day.
  • I can respond to each of my clients in a specific way and with a more incredible speed of response.
  • It has some functions that can be programmed without user intervention, such as tagging customers by mentioning them when you don't have them.
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.
Christy claire | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Drift is one of the best platforms available which uses conventional marketing to increase sales and helps businesses to grow more by increasing revenue, customer satisfaction, and more. Drift is a powerful method to capture likely clients while using the site. Drift has been an incredible innovation for salesmen and showcasing Organisations. The robotized bots are overly useful in steering possibilities to get new leads with an area tasks.
  • Extraordinary for collaborating with possibilities progressively.
  • It is supportive in qualifying leads and utilizing them as RFIs.
  • The help involvement with the visit is incredible for getting basic inquiries replied. Joining with salesforce.com is pleasant to rapidly push prospects through there.
  • It's ideal to have the option to respond to some essential inquiries with possibilities through an online talk tool.
  • The principal disadvantage is that it's awkward on occasion to set up the playbooks.
  • Doesn't coordinate with Deals space. Lead steering needs some work. Leads and contacts are populated with Organization information remotely.
  • Connecting Drift effectively to Center point Spot and Salesforce was somewhat problematic. Cloning hubs (or a succession of them) between playbooks isn't yet more effective.
Drift is such an extraordinary instrument to speak with possibilities who have inquiries concerning items and administrations without focusing on a gathering. Drift is easy to use and it is an effective platform. It is incredibly simple to actualize and fabricate message [flows]. Regardless of whether decide to assemble a completely computerized bot or one with live reps on the opposite end, the bot playbooks are easy to arrangement, associating with clients reps' Viewpoint/Google schedules is a speedy cycle and can be running in a couple of hours.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Mercer Mettl offers online assessment solutions. We give out details of our tools and services on our website, which gets visited by our prospective clients. Drift, our chat tool on the website, helps us in answering several product and service queries instantaneously, improving our user experience in the process. This is used by the marketing team of my firm. It considerably reduces our response time. Drift provides an AI-based chat bot, which can be easily integrated with our websites and CRM and makes our lives easier in handling chat leads.
  • AI-based playbooks--Easy-to-create playbooks and AI features make it very easy for the user to create multiple playbooks and make the whole experience of chat bot interaction with the prospects intuitive.
  • Specific targeting--The intelligent targeting feature helps in capturing the right leads and filtering out the junk.
  • Analysis--The analytics tool is very detailed. You can make strategic decisions based on that and can monitor the performance of each playbook very closely.
  • Customer Service--This acts as icing on the cake. You face an issue and Drift is just a chat away!
  • Pricing--They are priced way higher than their competitors. Pricing can be improved to make it more affordable for small and medium-sized firms.
  • New Features- Adoption of new features like video chat, email playbooks, and ABMs is a slightly cumbersome process. They need to work to make it more lucrative for customers and make them aware of the value that these features can add.
  • Automated Mails of Chat Transcript not possible--If I want to automate the process of chat transcript transfer on my email after I am done interacting with my prospect, it is not currently possible.
Drift is well suited for
  • SaaS-based companies, selling and giving demos remotely.
  • Companies that want to filter out junk from their site visitors and interact with them instantaneously.
  • Marketing and customer service teams.

Drift is less appropriate for
  • Companies with less or no online presence. It is a misfit on a static webpage.
  • If you want your prospect to fill up a form with details. Drift does not support forms. They believe in making the whole selling through the chat channel conversational.
  • In case of a tight budget!
Piyush Narayan Ray | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Drift is being used by my company to interact with prospects directly on the website. It is mainly used by the marketing team to capture leads from the visitors of the website. It mainly solves a business problem of Turnaround time for the prospects and instant answer to their Questions.
  • User friendly
  • Intuitive Playbook designs
  • Great Customer Support
  • High Pricing
  • More integrations can do wonders
  • Multilingual support
Well Suited for
-SaaS based company with small sales cycle
-Company who wants to filter prospects from a crowd of visitors by using AI

Less Appropriate for:
-Companies with no active sales team or those with no support team
-Companies who are looking for integrating it with their facebook messenger
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using it in our marketing efforts to help navigate our website and our sales team uses it to schedule demos and meetings. The chat bot has multiple scripts that cover most of our basic questions and works great to save us time and drive SQLs.
  • Saves us time with automations
  • Increased our scheduled meetings and demos
  • Video function is great for quick things
  • The upfront setup takes time and we used an agency to help us set things up
If you have a lot of traffic to your site, it is beneficial to help with routing questions and as a front line to helping customers.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Drift across Sales and Marketing at my organization. Prior to Drift, we did not have an active way to communicate with website visitors.
  • Live chat
  • Appointment Scheduling
  • Auto-Responders
  • Chat window pop up delayed sometimes
  • Chat box could use a facelift
Drift is a good option for a simple-to-use chatbot. I would not recommend it for more complex setups.
Score 9 out of 10
Vetted Review
Verified User
Review Source
I use Drift to help chat with potential customers and track the visitors on the website. I also connected my google calendar so if someone wants to book a time with me, we can easily do it over the chat box. Drift is also nice because of the automated steps via the chatbox on the website. A potential customer can still book a time on my calendar when I am not currently online.
  • Chat
  • Site Tracking
  • Calendar Link
  • Easier user setup
  • The calendar link can be slow to populate
  • More customizability
I have used a few chat platforms in my sales career. Drift is definitely up there with ease of use and overall experience. It is the perfect tool to add to the website so reps can engage/answer prospects' questions when your product is top of mind. The app works really well too.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Drift has been used to drive prospect and customer engagement when we have a website visit. They're able to speak with a Live person to gather information and provide additional assistance as needed. This has helped drive engagement with potential customers, better aligned communication with current customers and overall has helped us provide a better buying experience.
  • Very nice UI
  • Easy to use
  • Better integration with Slack
Drift is well suited for companies who have seen an increase in interest/demand for their products. If you aren't receiving consistent inbound inquires (I.e. demo request), then this product can very easily help you drive more leads and engagement. If your company has a specific TAM (1 or 2 specific industries/verticals), this product may be less impactful.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Drift for our Sales chat.
  • Drift allows you to block users that send obscene things quickly and easily.
  • It integrates with Salesforce easily and brings up your contacts quick.
  • It allows you to have multiple users and round robins leads to each.
  • Drift is very user friendly and easy to use.
  • Expand the mobile app and make it more customizable.
  • Sometimes the chatbot takes too long to get the chat to a person.
  • Active updates in Salesforce could be faster.
Drift works well in Sales and the chatbot sets up the conversation very well. You can get all of the information you need to follow up with your conversations and it is easy to do. The leads are real-time and notifications come in fast. The user interface makes it easy to navigate too.
Ben Battaglia | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

We deployed Drift to address two key challenges that we couldn’t solve with our existing website and tech stack:

1. Site conversion was declining.

2. We needed to level up our ABM strategy to deliver a personalized experience.


It’s used by both our demand gen marketers and inbound SDRs, and has been a perfect platform to unify the two teams so that we can tie together what marketing is doing with how the SDRs are using Drift. It helps us create a better buyer experience that elevates the strength of our brand and removes friction, it empowers our SDRs to engage at the exact right time with the exact right message, and brings our marketing and sales teams into a strategically advantageous alignment. All of this contributes to us earning more qualified leads, a better conversion rate, and a more productive and efficient sales team.


  • 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.
  • We bought Drift for both a sales/marketing and a support use case. Drift radically succeeded as a sales/marketing tool, but wasn't a fit for our support team's needs.
Drift is creating a renaissance with a platform that prioritizes conversations. It's hard for me to imagine a more meaningful channel on which to develop valuable relationships with future customers. Drift has enabled us to make significant progress on all of our primary marketing and sales objectives including improving the buyer experience, leveraging our unique brand, better aligning sales and marketing, and improving conversion from the website.
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!
Ryan McCurdy, MBA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Drift is used across sales and marketing at Lacework to increase the productivity of our SDRs and capture more qualified opportunities. We implemented Drift because we believed it would drive revenue up and pay for itself, and it has already paid itself off in Year 1.
  • 24/7/365 site coverage with the AI bot - it’s like cloning your best SDR and having them available to engage buyers across the entire site all of time
  • Efficiently qualify and route prospect conversations to connect with the right buyers while avoiding the wrong buyers
  • Conversational landing pages are a quick and easy way to create engaging content
  • Accelerate top-of-funnel speed with ABM functionality that notifies reps about active prospects and target accounts so they can proactively engage them in real time
  • Removes friction by automating the process of booking meetings directly in a rep’s calendar
  • I'd like to see conversational video functionality
  • Make conversational landing pages more customizable

Drift is the leader in conversational sales and marketing. No one else allows people to engage the way Drift does. When we use Drift to engage prospects at the right time with the right message, their propensity to buy is a lot higher than someone who is just receiving a cold call. It also increases SDR productivity while still allowing them to be personalized in their outreach.


I meet with Drift weekly and we take actions toward the goals on my roadmap. That's what makes a great partner.
August 26, 2020

Drift with Zenefits

Simy Bhagat | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Drift enhances the efficiency and productivity of our Sales Development team, primarily. It has also assisted in supporting new revenue acquisition channels and client-facing teams while helping all users to prioritize communications in accordance with potential revenue capability. Most importantly, it has gone a long way for buyer enablement, increasing pipeline velocity and customer satisfaction.
  • Deep playbook customization
  • Integrations
  • Ease of Adoption
  • Speed of machine learning within the AI
  • Ability to report on opportunities
  • Keyword search functionality in chats
Drift has worked really nicely as a marketing and sales enablement tool. I would highly recommend it on the acquisition side of business.
Matthew Mullin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Drift is being used as a chat function through our Sales Development Team. Drift allows for us to manage customer questions in real time to provide our website users with quick answers about product related inquiries. Drift is cutting down on our lead follow up time, which accelerates our sales cycles and is also being used to help create a better overall customer experience when using our website.
  • Allows for real time conversations.
  • Allows for customers to book meetings directly with our sales staff.
  • Allows us to answer customer inquiries during non-business hours.
  • Better Marketo integration to pre-populate custom fields with values from our CRMs.
  • Better data append services.
  • Reporting is getting better, but can still be expanded.
Drift is great for being able to engage in a conversation quickly. It's best suited when you're able to lead your customer journey through a positive sales experience.

Drift is often used by the end users as a resource center for everything, so if your journey isn't fully complete, it can become troublesome.
Adrian Cohn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Drift as the key technology on our website to connect with our buyers and book meetings. We first got Drift when our Marketing team completely rebuilt Smartling’s website in 2018. I knew we needed to modernize our web experience and get rid of the old school forms to make it easier for potential customers to connect with us. We also ended up adding on Drift Automation about a year later, which helps us create a consistent experience for every single visitor to our website 24 hours a day.
  • Letting buyers pick their own path without having to pick up the phone or fill out a form. For example, instead of the complex forms of the past we now ask three simple questions through Drift to get people what they want, when they want it, on their terms.
  • Engaging people immediately on the website - makes it more likely for interested people to share their contact information.
  • Answer questions quickly and consistently every single time with Drift Automation.
  • Surface useful insights from conversation data. For example, we didn’t have a ‘plans page’ on Smartling’s website - but after reviewing the conversation data, we realized that 150+ people each month were asking about pricing and packaging. So we built a plans page using the learnings from the conversation data and designed it in a way that addressed exactly what potential buyers were asking.
  • 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.
Drift makes it easy for us to feed the right information to the right people based on their intent, and it makes the whole experience simple and fast. It’s helped deliver the competitive advantage and brand experience we were striving for. If you’re not ready to innovate on the way you approach marketing, sales, and customer experience then it may not be for you.
Jon Walka | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Today Drift is being used on our website to help schedule demos, answer information, and help to qualify potential leads that are inbound on our website. It solves the issue of potentially having to go through extra steps to submit a form to get information or have someone reach out. It's directly engaging that customer. As of today, it is only utilized by our Sales Department although there is potential to cross into Support when the time is right. It's been a helpful tool in quick responses to easy sales questions, building a conversation and turn a lead into a converted lead and expediting a qualification process to demo to sale.
  • Schedule calls/demos
  • Automate conversation and push noise away
  • Mobile app does not do a good job of clarifying conversations through push notifications
  • Because Drift is meant to lower barrier to entry we are missing things when calls are booked (full phone numbers, contact info, names, etc.
As an overall system, Drift does a great job. I can see it being a valuable tool at multiple levels of our organization, not just from a sales perspective. It helps to improve the initial website visit for any lead, prospect, or existing customer.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use it for additional options for leads and customers to talk to sales or customer support without having to fill out a form. It gives people on the website a different way to convert.
  • Chatbot.
  • Conversion marketing.
  • Support.
  • Lead gen.
  • They make too many UI changes.
  • Pricing model is a little expensive
  • Calendar booking without adding seats
Suited for companies who want to convert more leads on their website. It’s better suited for a B2B use case.
Dmitry Kornyukhov | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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.
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
  • 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.
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.
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
  • 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.
Well suited for high traffic sites which require improved lead qualification and for companies who are deploying an ABM program.
Rachel Green | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
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.
Kevin Knudsen | TrustRadius Reviewer
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.
  • 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.
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.