Drift Reviews & Product Details

I like how Drift allows us to qualify leads that come in so our sales team doesn't have to waste their time with qualifying leads one by one. Their live support chat is very useful when I have questions regarding Salesforce sync, playbooks, and conversations.

Drift takes a lot of time and effort to onboard and it was very overwhelming in the beginning. Our CSM went a little too quickly and it was hard to follow along at first.

Drift bots are helping us qualify leads and it saves our sales team time so they can work on other items.

Ease of use, friendly appearance, possibility of having company details of the person I'm talking to

The reports. There is only one type of chart available and the conversation by the time of day chart could be improved

improved quality of communication with customers

I like the Reports tab as well as the general chat layout. Also handy that it connects right to my SalesForce.

I wish I could see a live feed of what the customer is typing. This is a super handy feature in my line of business because it allows me to see if a customer is copy/pasting information that could be fraudulent.

Customers don't really use the chatbot correctly, but I think that is just how the admin has everything set up.

Easy to organize myself, easy to use. Great support. I like a lot of things.

I don't like I can't specifically book off certain days like holidays or vacation periods. But that's nitpicking.

Makes booking meetings extremely easy.

The UI is very simple so it doesn't take long to get to grips with it. You never miss a conversation because of good notifications and a closed loop which sends your answer as an email as it isn't read. Live View is super helpful.

I would like more analytics about response time and a customer satisfaction survey

Being able to identify when customers are online and reach out to them when it matters.

The setup is easy and fast, all you need to do is add a snippet to your chat and you'll be able to communicate to your website visitors both through the mobile app and website. You have the ability to add a welcome message to your users and you're also able to do some light customization, such as change color. Another feature that drift has, is the automatic email collection feature. The email collecting allows you to contact your users regarding their inquiry even after they've exited your website.

The customization drift allow is bare minimum. And the welcome feature that you have is somehow breaks the app, if the user has not accepted drifts terms before, however, the chat works fine with a welcome message in subsequent visits. You can also fix it by disabling the welcome feature all togheter. Another problem I've had is that the app notifications are sometimes delayed by anywhere from 10 - 30.

Fast and easy way to reach customers in need of help. And the mobile app allows you to handle customer inquiries anywhere.

Etail was an enterprise solution that applies to a small part of our target market. Finding suspects and leads become significantly easier if they come to you and you can engage right away.

I'm not part of the marketing team so the time sales recommended changes to standard playbooks don't get implemented as timely as I would like, but this is an internal issue.

Our website analytics didn't provide the feedback in a timely manner to either sales or marketing on who was spending time on our site. Now, we can engage immediately or at a minimum, have a process for follow-up with interested parties.

The visual builder is easy to use and the success managers help me strategize with quick response times and advice.

A little tough to track ROI but many marketing platforms are

Streamlining qualified leads and targeting both top of the funnel through recommended content and bottom of the funnel talking to sales.

Drift is a robust, clean platform that is super easy to work. The caveat to that is that you have to get the hang of it first! The previous chat builder was tough to work with - not very intuitive and lots of scrolling up and down, back and forth (think vertical, with everything jumbled together). They've just introduced a new version that is horizontal and much easier to build a chatbot with! When implemented on the website, it looks clean. Love that it has a little icon - fun and creative aspect. It can also be as simple or complex as you want - due to the complex nature of our products, we use ours as more of a "reach out to us, we can help" chatbot. But you can go much, much further.

The main thing I dislike about Drift isn't actually the platform - it's the onboarding process. The onboarding process at Drift is a bit aggressive. The onboarding teams have a very set mindset in what will make Drift work for you - no matter what your business is, or how many times you let them know your business' unique needs. They are almost 100% focused on getting live chat involved, which at the start isn't always the best option. I'd recommend that they start listening more closely to their clients, rather than bopping them over the head with their "this will be best for you" mindset. With this said - once the onboarding process is complete, it goes much more smoothly. And the platform itself is a dream to work!

We have very complex products that require a great deal of one-on-one dealing with our salespeople. In other words - they're not simple products like a t-shirt, but are highly-engineered with extremely specific specs. With this in mind, we use our chatbot as a way to funnel people to get in touch with us based on what they need: service, parts, repair, equipment quotes. It works super well and has cut down on the frustration of not knowing where to go on the website. It provides them an immediate way to reach out!

First of all, Drift's business model that allows small companies who don't have lots of operators and customers to provide customer support on the website for free or at low cost. But also, Drift provides an own app (and not some Jabber-like geek solution) so I can be online all the time even if I'm not at my desk and to be sure I'm not losing customers from other time zones.

Honestly, I don't know what to say here, Drift covers all of our needs so far.

Having an easy-to-set solution to get live chat on our website. An app and the cheap / freemium model were the biggest advantages.

Drift gives me the chance to chat with my company'website visitors who may not have reached out to us if a window hadn't popped up on their computer. I really enjoy the fact that I can take the initiative to talk with them and add a human touch to their consumer experience. believe that Drift is like an apéritif - a starter - it gives prospects an appetite for talking with us even more!

The only thing that I could dislike is that although I am a fast typer, it takes time to answer. I have now learnt to make the conversations through drift short and sweet and encourage phone calls to facilitate them.

As our target market in France is not yet very aware of the existence of our solution, we sometimes struggle to get leads. Drift helps us exchange with more prospects and answer their questions within seconds. I haven't closed any deal thanks to Drift yet but I did have interesting exchanges with prospects. It's helpful because you can quickly identify whether they are quality ones or not as they are different questions the prospects must answer before speaking with us. You can create your own playbook, you are the master of the prospects' journey on the website !

The best thing about Drift is the fact that it's real-time. The live view is also really helpful to see which prospects/customers are on our site at any given one time. The team is able to engage with individuals on the website at any one time.

Whatever information a prospect includes about who they are when they reply to the bot. If it's exact, then we don't know who the person is. We are a global company so we have leads coming through from different countries and sometimes those leads come through from the wrong country into an SDRs chat, despite country settings.

We don't have to wait for our Salesforce notifications to tell us the behavior of a prospects/customer. We can respond to our prospects a lot quicker. We can answer questions in real-time which means better time to value for the customer and meeting them on a channel they prefer to interact on.

We have been using Drift for well over a year now and are barely scratching the surface as far as leveraging all available features/capabilities. Their product has evolved quickly which is almost tough to keep up with but the Drift team is supportive and extremely invested in the success of users.

We'd like to see their playbook and dashboard analytics improve. We would also love to see Drift integration with Salesloft so drift engagement is reflected in the SDR/AE SLA's.

Enabling a faster and more accessible human-to-human communication channel to increase quality conversions and build better relationships with our users.

The ability to customize playbooks for different section of the website or audiences.

We have not hit any major areas of dislike yet at this time. So far it's been great.

Customize the visitor's experience on our website. Enhance our sales process.

I get a lot of value out of the Drift playbooks and customized message sequences we can build for the different pages of our website.

- The actual experience of building playbooks can be slow (but once you have everything set up, you're good to go) - The salesforce integration is not as customizable as we would like

We want to generate more leads from site visitors. Drift has helped us realize this by capturing the attention of visitors that may have otherwise left without filling out a demo form.

Drift is flexible and fits any talk track. Via a quick easy to use chat reps to get on the phone or give information in the best way possible, without time wasting.

Some browsers just hate chat bots...or don't appreciate how they can truly help.

Qualifying prospects and engaging with browsers without my reps wasting time. We've been able to free up the time to focus on priority leads.

I like that there is an instant connection to people and there is an auto save-reply for us to use to be more time efficient.

Sometimes the notifications don't pop up right away and it causes it to lag.

Business benefits are that people can talk to us more casually. For those people who do not like phone calls or email (more formal ways to communicate), it creates a different line of communication for them. This way they can get the answers they need.

Interface is pretty straightforward. Their team is always available to help via chat or phone.

Not enough marketing automation friendly features - ie: ability to book a round robin meeting as part of a form submission

Improves our ability to pre-qualify leads, promotes a better customer experience by answering questions through the bot

Chat is great, intuitive, and integrations are fairly robust. Integrates easily with Salesforce, less easily (but still doable) with Pardot for us. The extra bonuses are really robust. We get landing pages (chat rooms, essentially) that we can use as a call-to-action in emails or on social media. We get appointment scheduling pages (like a public facing calendar). All that on top of a robust chat service. It's nice! And the service is great, they use the chat software to instantly connect reps in.

Nothing much! Wish it natively integrated with Pardot, but we use a Zapier connection (with its own limitations) to get 99% odf the same effect.

Instant conversations with leads at any time of day. Leads can book their own appointments.. One more tool in our lead gen arsenal.

Creating a leadbot to take a site visitor down a particular journey, especially during off hours, is huge for us asa we grow.

Leadbot creation is not an easy or intuitive process by any means.

Off hour lead gen.