Drift - easy to use chat platform!
June 20, 2018

Drift - easy to use chat platform!

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

Overall Satisfaction with Drift

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.

Pros

  • 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.

Cons

  • 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.
  • While we did like Drift and found it very easy to use, we didn't covert additional visitors into leads using Drift. This was a disappointing finding, as we had hoped that it would really drive up our website conversions.
While we haven't taken a hard look at it, we understand that HubSpot now has a chat feature, which we will be considering in the future. We are already using HubSpot for our CRM and Marketing efforts, so it would make sense that if we are going to add the chat feature back into our website that we would evaluate HubSpot.
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.

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