Item: Drift
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

Customer service and support chat
Tracking leads
Basic automation

App was buggy at times
Notifications were occasionally delayed

Return on Investment

Increase in sales
More satisfied customers
I did receive a number of frivolous messages or solicitations, but that's not a downside of the product itself

Alternatives Considered

Intercom

I had initially used Intercom for customer service. The thing that stood out to me about Intercom was the ability to track user interaction within my SaaS product. As a solo founder, however, Intercom turned out to be more than I needed. Drift was free at the time and gave me the ability to provide customer service and support without the bells and whistles.

Other Software Used

Mautic Marketing Automation, MailChimp

Likelihood to Recommend

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.

Good Customer Service and Support Chat

Overall Satisfaction with Drift