Drift Reviews

55 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Do you work for this company? Manage this listing

TrustRadius Top Rated for 2019

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Reviews (1-25 of 26)

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.
Read Dmitry Kornyukhov's full review
Anonymous | TrustRadius Reviewer
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.
Read this authenticated review
Anonymous | TrustRadius Reviewer
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.
Read this authenticated review
Anonymous | TrustRadius Reviewer
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.
Read this authenticated review
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.
Read Rachel Green's full review
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.
Read Kevin Knudsen's full review
John Rougeux | TrustRadius Reviewer
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.
  • 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.
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.
Read John Rougeux's full review
Anonymous | TrustRadius Reviewer
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
  • 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.
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.
Read this authenticated review
Mike Thompson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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.
Read Mike Thompson's full review
Ankurman Shrestha | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

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.
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.
Read Ankurman Shrestha's full review
Matthew Dilworth | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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
  • 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
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.
Read Matthew Dilworth's full review
Dan Sherman | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source
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.
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.
Read Dan Sherman's full review
Marc Herschberger | TrustRadius Reviewer
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.)
  • 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.
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.
Read Marc Herschberger's full review
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.)
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.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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".
  • 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.
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.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
In any organization that values customer service, Drift will make the difference between a cold lead and a friendly chat.
Read this authenticated review
Anonymous | TrustRadius Reviewer
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
  • 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.
Read this authenticated review
Jeff Bramhall | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
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.
Read Jeff Bramhall's full review
Eric Haugh | TrustRadius Reviewer
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
  • There seems to be a delay with the Slack integration which has caused us to miss a few questions
Drift is a great tool for any organizations that wish to remove friction in communicating with prospective or existing customers.
Read Eric Haugh's full review
Anonymous | TrustRadius Reviewer
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.
  • 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.
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.
Read this authenticated review
Anonymous | TrustRadius Reviewer
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
  • App was buggy at times
  • Notifications were occasionally delayed
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.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source
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
  • Overall buggy - integrations with SF don't really work. Chat notifications don't show sometimes, and the Drift extension makes my gmail crash.
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.
Read this authenticated review
Johanna Goode | TrustRadius Reviewer
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
  • 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'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.
Read Johanna Goode's full review
Anonymous | TrustRadius Reviewer
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.
  • 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 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.
Read this authenticated review
Anonymous | TrustRadius Reviewer
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.
  • 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.
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.
Read this authenticated review

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