Drift--The ultimate AI chat tool
June 09, 2021

Drift--The ultimate AI chat tool

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

Modules Used

  • Chat
  • Drift Automation

Overall Satisfaction with Drift

Mercer Mettl offers online assessment solutions. We give out details of our tools and services on our website, which gets visited by our prospective clients. Drift, our chat tool on the website, helps us in answering several product and service queries instantaneously, improving our user experience in the process. This is used by the marketing team of my firm. It considerably reduces our response time.

Drift provides an AI-based chat bot, which can be easily integrated with our websites and CRM and makes our lives easier in handling chat leads.
  • AI-based playbooks--Easy-to-create playbooks and AI features make it very easy for the user to create multiple playbooks and make the whole experience of chat bot interaction with the prospects intuitive.
  • Specific targeting--The intelligent targeting feature helps in capturing the right leads and filtering out the junk.
  • Analysis--The analytics tool is very detailed. You can make strategic decisions based on that and can monitor the performance of each playbook very closely.
  • Customer Service--This acts as icing on the cake. You face an issue and Drift is just a chat away!
  • Pricing--They are priced way higher than their competitors. Pricing can be improved to make it more affordable for small and medium-sized firms.
  • New Features- Adoption of new features like video chat, email playbooks, and ABMs is a slightly cumbersome process. They need to work to make it more lucrative for customers and make them aware of the value that these features can add.
  • Automated Mails of Chat Transcript not possible--If I want to automate the process of chat transcript transfer on my email after I am done interacting with my prospect, it is not currently possible.
  • Intuitive playbooks
  • Detailed analytics
  • Customer service/account manager
  • Reduced lead attack time
  • Improved our lead conversion
  • Improved overall user experience and hence differentiated us from our competitors
Drift ranks way up there when compared with its peers. The reasons for choosing Drift are
  • Great Product--It all starts with a great product. AI-based playbooks, specific targeting, detailed analytics, intuitive bot play, and user-friendly interface make it a no-brainer to select it if pricing is not a constraint for you.
  • Customer Engagement--Starting from the demo to their weekly newsletter, Drift knows how to keep their customer engaged. We do pick some tricks of their trade for our firm as well. Everything is relevant and adds to your skills.
  • Customer Service--Drift's representatives are just a chat away. They can literally make each and every playbook with you as per your expectations.

Do you think Drift delivers good value for the price?

Not sure

Are you happy with Drift's feature set?


Did Drift live up to sales and marketing promises?


Did implementation of Drift go as expected?


Would you buy Drift again?


Drift is well suited for
  • SaaS-based companies, selling and giving demos remotely.
  • Companies that want to filter out junk from their site visitors and interact with them instantaneously.
  • Marketing and customer service teams.

Drift is less appropriate for
  • Companies with less or no online presence. It is a misfit on a static webpage.
  • If you want your prospect to fill up a form with details. Drift does not support forms. They believe in making the whole selling through the chat channel conversational.
  • In case of a tight budget!