Good Customer Service and Support Chat
May 11, 2018

Good Customer Service and Support Chat

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Drift

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

  • Customer service and support chat
  • Tracking leads
  • Basic automation

Cons

  • App was buggy at times
  • Notifications were occasionally delayed
  • 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
  • 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.
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.

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