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WAY more than live chat, Drift is defining the future of how visitors will engage with your site.
February 19, 2019

WAY more than live chat, Drift is defining the future of how visitors will engage with your site.

John Rougeux | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Drift

We use Drift to engage visitors on our website, collect feedback responses, and capture leads. We have started to use Drift for support questions as well and we soon plan to implement the calendar scheduling features. It's currently used by our teams in two countries, and we plan on expanding it to the entire organization in the coming months.
  • 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.
  • We've been better able to engage high-value accounts who are working on deals with us.
  • We've captured leads and been able to respond more quickly than we were with email-based forms.
  • We've received feedback from visitors that we couldn't have captured otherwise.
We picked Drift because it's so much more than a live chat product. The chatbot feature alone is very powerful and pretty easy to use and the CRM and email functionality really put Drift over the top. But beyond pure features, Drift has demonstrated that it can consistently provide new and helpful ways of engaging visitors, and we felt confident that they'd emerge as the leader in this category long term.
Drift has so many features and configuration possibilities that it's hard to envision a scenario where having live chat isn't appropriate. Drift does particularly well if you want to fine-tune the rules for determining what chat messages get sent to whom. It's probably overkill for a small, low-volume site, but even their free plan would work well in that situation.