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Our Business Development team uses Drift to chat live with site visitors, create and send videos in outreach to prospective customers, and …
Overview
What is Drift?
Drift is presented as a human-centric, AI-powered buyer engagement platform, a platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touchpoint of the buying journey.The platform helps businesses translate conversational data and…
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What is Drift?
Drift is presented as a human-centric, AI-powered buyer engagement platform, a platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touchpoint of the buying journey. The platform…
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Product Tour - Drift Engage
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Product Tour - Bionic Chatbots
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Product Tour - Conversational AI
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What is Drift?
Drift is presented as a human-centric, AI-powered buyer engagement platform, a platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touchpoint of the buying journey.
The platform helps businesses translate conversational data and buyer behavior into deeper customer relationships, and also modernizes the B2B website experience.
According to the vendor, Drift was built to transform the B2B buying process, so that teams do not burn hours moving between disparate systems in order to deliver the best possible customer experience, but can spend more time building pipeline, closing deals and strengthening customer relationships.
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Drift Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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Users have found Drift to be a valuable tool for increasing productivity and driving revenue. By utilizing Drift's conversational marketing chatbots, users have been able to drive and qualify inbound traffic, addressing the friction and time problem associated with forms. With Drift, users can instantly provide information to their inbound audience and capture potential leads, resulting in improved lead generation and contact information collection from site visitors. Sales reps have actively engaged with visitors on the Drift platform, especially after certain interest indicators have been triggered, making lead generation an easy process. Additionally, Drift's playbooks have been used to engage with potential students and partner companies, creating a consistent experience for every visitor. Users have found Drift effective for lead capture and nurturing, contributing to qualified marketing leads and becoming one of the best converting sources of pipeline and bookings.
Drift has proven to be a valuable tool for improving customer satisfaction and increasing revenue. Users have utilized Drift email to flag customer or prospect email responses to marketing communications, allowing for more timely and personalized interactions. The integration of Drift's AI-based chatbot with websites and CRMs has reduced response time and made it easier to handle chat leads. Users have also found Drift helpful in steering possibilities and generating new leads through location-based tasks using automated bots. Whether it is capturing leads from website visitors, managing customer questions in real-time, or accelerating sales cycles, Drift has been an essential chat function used by both marketing and sales teams. From scheduling demos to answering inquiries, qualifying potential leads, and building conversations that lead to increased conversion rates - Drift has enhanced the overall customer experience while significantly boosting sales productivity.
User-Friendly Chatbot Builder: Users have consistently praised the user-friendliness and intuitiveness of the Drift chatbot builder. Many reviewers mentioned that they found it extremely easy to create multiple playbooks and interact with prospects effectively. The intuitive design and user-friendly interface of the platform have contributed to a seamless user experience, allowing users to navigate and understand the tool effortlessly.
Intelligent Targeting Feature: Reviewers were impressed by Drift's intelligent targeting feature, which helps them capture the right leads and filter out irrelevant ones. Several users appreciated the ability to target specific prospects based on various criteria, as it allowed them to personalize their interactions and increase conversion rates. This feature has proven valuable for users in reaching their target audience effectively.
Detailed Analytics Tool: Users highly value the detailed analytics tool provided by Drift. They appreciate being able to make strategic decisions based on data and closely monitor the performance of each playbook. The ability to track and analyze the effectiveness of their chatbot interactions has contributed significantly to their overall success.
Slow and Limited Customer Support: Some users have expressed dissatisfaction with the slow and limited customer support provided by Drift. They feel that the service has become impersonal compared to previous experiences, and they are frustrated by the delayed response times from actual team members.
Bugs and Errors: Several users have encountered bugs and errors while using Drift's software. These issues often occur without any explanation, requiring assistance from the coding team. This can be frustrating for users who rely on a smooth and error-free experience.
Challenging Pricing: A number of reviewers have mentioned that they find Drift's pricing to be significant, especially for those who may not achieve a sufficient return on investment. Some users believe that the pricing could be more affordable, particularly for small and medium-sized firms looking to utilize Drift's services.
When using Drift for chat service integration into a website, users commonly recommend the following:
Take the time to understand the product and carefully set up the logic for maximum efficiency. Users suggest investing time in learning how to use Drift effectively and setting it up correctly to ensure optimal performance.
Utilize additional tools like Zapier for integration and seek recommendations from a Customer Success Manager. Users recommend exploring integrations with other platforms and seeking guidance from a Drift expert to enhance the functionality of the software.
Consider the main goal for website traffic and use Drift's chatbot service accordingly. Users advise spending time building high-quality bots unique to each page on the website, as this can significantly improve engagement with visitors.
Additionally, users mention that Drift may not fully understand SEO and express concerns about the treatment of cancelling subscribers.
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February 23, 2020
Great Tool for Automating Website Conversation
- 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.
November 19, 2019
Conversation Marketing is the Best
- Chatbot.
- Conversion marketing.
- Support.
- Lead gen.
- They make too many UI changes.
- Pricing model is a little expensive
- Calendar booking without adding seats
September 13, 2019
Fantastic chat tool for small businesses and startups
- 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.
September 10, 2019
Demand Gen Tool that everyone should think about
- 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.
August 20, 2019
Best chat solution for ABM
- 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.
February 27, 2019
If you want to connect with your customers try Drift!
- 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.
February 23, 2019
Drift Usage by a Response Sales Team!
- 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.
February 19, 2019
WAY more than live chat, Drift is defining the future of how visitors will engage with your site.
- 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.
January 08, 2019
Better lead gen with Drift
- 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.)
January 06, 2019
Drift reveals ops in real time!
- 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.
December 07, 2018
Drift: Finding your course
- 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.
December 07, 2018
Drift is a must have for any site
- 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.
December 01, 2018
Drifting around the corners at full speed
- 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.
November 16, 2018
Strong toolset for a budding tech sector
- 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.
- 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.
- 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
June 20, 2018
Drift - easy to use chat platform!
- 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.
May 26, 2018
Good product, great company.
- 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
May 22, 2018
My Drift Review
- 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
May 11, 2018
Good Customer Service and Support Chat
- Customer service and support chat
- Tracking leads
- Basic automation
- App was buggy at times
- Notifications were occasionally delayed
- 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.
October 17, 2017
Great tool to help improve customer experience!
- 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.
October 16, 2017
Drift turned our website into a Lead Generation machine
- 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.