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Great tool to help improve customer experience!
October 17, 2017

Great tool to help improve customer experience!

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Drift

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.
  • Increased customer experience
  • Automate messages
  • increase ROI
We use them both. Drift & Slack made it easy to integrate. We utilize Slack for in-house purposes.
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.