Who Uses This Software?

Drift can help any business or individual with a website who wants to capture more leads, and chat with people in real-time.


Average Ratings

96 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $50.00/month
  • Pricing Details
    www.drift.com/pricing
  • Free Version
    Yes
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Drift
  • www.drift.com/
  • Founded 2015
  • United States

About Drift

Drift is the world's first and only conversational marketing platform. Customers use Drift to provide a modern buying experience for potential customers, generate more qualified leads, and dramatically accelerate the sales cycle. Unlike traditional marketing and sales software that relies on forms, cold calls, and countless follow-up emails, Drift connects businesses with website visitors in real-time using bots and artificial intelligence. Get started for free today at drift.com


Drift Features

  • A/B Testing
  • Auto-Responders
  • CAN SPAM Compliance
  • Customer Surveys
  • Drip Campaigns
  • Dynamic Content
  • Event Triggered Email
  • Image Library
  • Landing Pages/Web Forms
  • Mailing List Management
  • Mobile Optimized Emails
  • Reporting/Analytics
  • Subscriber Management
  • Template Management
  • WYSIWYG Email Editor
  • Analytics
  • Campaign Personalization
  • Customer Segmentation
  • Engagement Monitoring
  • Lead Nurturing
  • Lead Scoring
  • Progress Tracking
  • Prospecting Tools
  • Target Account Identification
  • Appointment Reminders
  • Automated Scheduling
  • Calendar Sync
  • Client Database
  • Group Scheduling
  • Mobile Access
  • Multi-Location
  • Online Booking
  • Online Payments
  • Recurring Appointments
  • Room Booking Management
  • Appointment Scheduling
  • Audience Segmentation
  • Chatbot
  • Email Automation
  • Group Messaging
  • Human Handover
  • Lead Distribution
  • Lead Qualification
  • Mobile Messaging
  • Multi-Channel Communication
  • Product Recommendations
  • Video Chat
  • Business Card/Badge Scanning
  • Dashboard
  • Data Extraction
  • Data Verification
  • Form Builder
  • Gamification
  • Lead Distribution
  • Lead Enrichment
  • Lead Notifications
  • Lead Nurturing
  • Lead Scoring
  • Contact Discovery
  • Contact Import/Export
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Visitor Identification
  • Activity Tracking
  • Campaign Management
  • Lead Capture
  • Lead Distribution
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Source Tracking
  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • A/B Testing
  • Analytics/ROI Tracking
  • Customizable CTAs
  • Drip Campaigns
  • Dynamic Content
  • Landing Pages/Web Forms
  • Lead Scoring
  • Sales Intelligence
  • Search Marketing
  • Segmentation
  • Social Marketing
  • Website Visitor Tracking
  • Channel Attribution
  • Contextual Targeting
  • Coupons
  • Email Marketing
  • Engagement Monitoring
  • Location-Based Marketing
  • Push Notifications
  • Text Messaging
  • Text-to-Win
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal

Drift Reviews Recently Reviewed!


Drift - Robust Chatbot That May Not Be Worth the Hassle

May 06, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Drift is a robust, clean platform that is relatively simple 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 easier to work with, but still complex.

When implemented on the website, it looks clean. You can also modify your icon, which is a fun and creative aspect. The "playbook" you build 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.

Cons: 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.

Overall: 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.

Capterra loader

One of the most appealing, beautiful and expensive website chats on the market

Jul 31, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: - The design of the chat widget is gorgeous. It works on any browser and every mobile phone, I've tried, like a charm. With other chat widgets, I had lots of issues that it hasn't been displayed always correctly.

- Advanced bot and automation capabilities based on tags and other attributes

- Live view of prospects on your website with direct contact via web chat functionality

- Outbound marketing (sending sequences and tracking of emails) with their drift Gmail extension.

Cons: - Drift is quite expensive for what they offer. I'm one of the happy customers, which has gotten a startup license of the pro plan for a fraction of the normal price. Even with the pro plan, you have unnecessary restrictions like customization of the chat widget with CSS and using the smaller version. Most of the enterprise features as account-based marketing are great for any startup. Why isn't just the support by Drift and the quantity of usage restricted? Why do I have to see the restrictions within your account always and cannot just hide them if I cannot afford? Are they in need of that kind of marketing?

- The calendar cannot be completely translated into the language of your choice and you can't use a custom domain.

- Help center is branded with drift, even if your plan support branding free chat widget.

- I've received lots of emails from Drift about their Hypergrowth Conference (at least 10 in the last few months), which is quite annoying, no matter how personal and funny they have been written.

- I receive quite some emails regarding extensions of the core product like Drift Signature and Drift Help Center, but I've never gotten an update what has changed in the core product. After a while looking into the bot creation section, I've been flabbergasted that the whole design of the visual builder has changed, without me receiving any message about the advantages the new design and process brings with it.

Overall: - Providing a beautiful and direct contact option directly on my website

- Direct targeting of specific customers groups with chat messages, emails and pop-ups

-> Increasing the number of leads & sales

Perfect chat tool, with great bots/automation features.

Apr 26, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Super easy to implement, great onboarding process and support team (who are also very proactive in outreach). The tool itself is simple to use, with great analytics (although things get a big exaggerated when it tells me big names at Amazon, Walmart, etc are looking at my site - but obviously traffic can come form anywhere and doesn't ALWAYS mean it's a business inquiry - this is balanced by it letting you see how people are actually engaging with you, source of the chat, etc). Love the automated bots that you can set up - very flexible too. Built-in scheduling and appointment setting functionality and key integrations. VERY frequent software updates.

Cons: Under the old view, if you're not careful, managing all the conversations can get messy even if you know to switch folder/category and close conversations. This is improved in a new view they just implemented. And some of it wasn't as straightforward initially as I thought it was (but their support team is good).

Overall: We needed a chat feature. We saw the potential in automating some of our appointment-setting and lead qualification process, and Drift has proven to be a continually worthwhile investment.

Capterra loader

Great way to add essential chat functionality to your website

Dec 11, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Drift is an easy way to bring chat to your site - especially when people are less and less willing to browse your site for answers and don't trust you'll ever respond to your "contact us" form. We've enjoyed using Drift and really like how seamlessly it integrates in with HubSpot.

Cons: The only complaint I have about drift is some of the functionality that's behind a paywall. I understand they need to make money, but some functionality that seems like a basic requirement to me is behind a paywall and eliminates itself from the conversation of some smaller businesses that don't always have someone able to answer immediately at all times. That being said, even Drift's paywall is easily justifiable for the benefit it provides.

Overall: Great way to provide value to visitors and be able to clearly communicate.

Easy to use, but keep your chats organized/clean

Nov 20, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Drift is easy to use and pretty straightforward. Installing it on your website is super easy and they provide good support. The support team is very responsive. Couple things I like :

- Send chat by email when the visitor closed the window/website

- Notification settings

- Chat window is simple but yet effective

- Support team is friendly and responsive

- Pricing (we started with the free version for a year)

- Auto-responder

Cons: When you have high traffic websites like we do, it's absolutely crucial to keep your chat logs organized. Would have liked to have more flexibility on this end (different folders, important chats, etc.).

Overall: My support team likes it! So far so good. We've been using Drift for 2 years now.

Capterra loader

Playbooks are WOW!

Dec 27, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I have been using Drift for more than 2 years and there is nothing I don't love about this product but I am here to talk about Playbooks today. It's amazing how you can set up custom messages to the web page visitors knowing their intent as per the content of this website. Great work!

Cons: None so far but while writing this review I realized that when I chat with my drift visitors while I type the Grammarly auto-correction does not work. It will show the error but it won't auto-correct.

Overall: We got some kick-ass leads using Drift. Will keep using the tool forever.

Capterra loader

A modern way to connect with your customers

Sep 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I implemented Drift in my website. The reason is not just I want to connect with my customers. but to show them that behind that e-commerce store there is a real person.

Nowadays, people loves connecting by others by typing what they need or what questions they have.

I use Drift app on my smartphone so I can answer fast to my customers.

Cons: My suggestion is to offer an option to choice louder or another sound notification when there is a user on the other side. Very often I can't hear that someone has just sent me a question. And then I miss the opportunity to answer.

Overall: I still use Drift and will do further.

An Easy Way to Engage Website Visitors

Jan 18, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: First and foremost, Drift was incredibly easy to setup and integrate into our existing website using just a small snippet of code. Once it was setup, Drift has successfully engaged with countless visitors to our website who may not have otherwise remained on our site or found what they were looking for. It's scheduling features are a great way to organize and rotate "on-call" teammates.

Cons: We were excited about testing the conversational bot feature that Drift has rolled out to supplement the standard chat window. We are somewhat disappointed with the current capabilities of that feature to personalize a landing page to our branding. As a result, users experience a somewhat jarring shift to a landing page that looks nothing like your own on a completely different URL.

Overall: Overall, we have been pleased with what Drift has enabled us to do. It makes our sales engineers more accessible to interested prospects and has been successful in moving contacts through our sales funnel. I would definitely recommend this service to smaller/mid-sized organizations who have the resources to monitor the chat inbox.

Great way to engage with prospect on your site!

Aug 06, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Drift is really great for qualifying and chatting with clients that are browsing your website. The ability to create bots that capture data and qualify a prospect our SDR team a lot of time and allows them to only spend time on folks that are really ready to have a conversation. Their meeting scheduler tool is also really great.

Cons: The backend admin panel can be a bit confusing at times. I'd also like them to work on their SalesForce integration more so custom fields can be captured in Drift and sent to SFDC.

Overall: Drift has allowed us to interact with folks browsing our website and capture valuable lead data that we didn't have access to before Drift.

Capterra loader

Easy (and free) way to add chat to your website!

Mar 15, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The pros over at Drift get IT! They have provided a great chat tool that is super clean, easy to use, and it just works. I run an e-commerce website and there's no doubt that having Drift in place has boosted my sales. It is a great way to capture new email addresses as well, which I have used in follow up marketing sequences, thus resulting in additional sales. Can't say enough about this software, I really enjoy it.

Cons: Everything isn't free! But, I get it. The additional features are worth paying for, and I will be at that point on my site soon. Looking forward to it!

Capterra loader

You can fell in love with a SaaS product.

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Drift is the world's first and only conversational marketing platform. You can talk to your best leads real time on your page and create super personalized messages to get in contact with them.

Cons: Its features mostly are created for the US market and some parts of the software can't be used in my Hungarian language. But honestly, I can't really mention anything bad. The team shifts monthly new features. They are super fast!

Capterra loader

I had high hopes but was disappointed by

Apr 19, 2018
2/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support

1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Pros: Overall the concept of this platform is great and I had high hopes because of all the good reviews. The bot got more engagement than a just a basic chat box I had before that. Having the ability to use other popups etc was good too but pretty limited flexibility around the design of those.

Cons: I think some things may have changed since all the positive reviews regarding the software. I think this happens sometimes when companies go into growth mode. The support wasn't good, they tried but seemed too busy, often didn't take the time to read the detailed steps to reproduce I included in all my support tickets. Before anything was actioned we had to bounce a bunch of emails back and forth answering questions with info I already included in my original tickets which meant days past before we even started to get some actual help. Then often the problems were just bugs with their platform. There seemed to be quite a few things that just didn't work as described.

Seems quite expensive compared to something like Intercom that has a much broader feature set. I'm a Solo founder though with a niche platform, so pricing won't be an issue if you are a bigger business I suppose.

Also just a tip, they have a 30 day notice period and no trial so if you don't like it within the first month you'll still need to pay for a full two months of the software so make sure you budget for that. I didn't. My fault for not reading the terms.

Even when they break the news to you that you'll be charged another amount for something you don't want to use. At least they still end their emails by saying "have a fantastic day" even when breaking bad news. I'll try!

Capterra loader

So Much More Than a Simple Chatbot

Mar 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Drift is intuitive and adds value to almost any site. The application is currently running on several of my clients' sites (under my management) with great success. Case in point. A Realtor client began an interaction with a site visitor browsing for information on his market in general. Via Drift several conversations led to the sale of a home. No email contact form can match that!

Cons: The iPhone app is not always as responsive as I'd like - better notifications would help - but on the whole, my experience with Drift so far has been overwhelmingly positive.

Overall: We have made use of Drift to replace the standard static contact forms on a number of client sites in various, very different niches, including real estate, banking, recruiting and direct sales. The results have been very positive thus far. It is easier for live reps to follow up with leads, emails are not being missed or overlooked and the chatbots themselves add an interactive dimension that seems to be far more engaging for visitors

Great tool to help improve customer experience!

Aug 09, 2017
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Drift is easy to use, customize and integrate into our Slack channels. We have a paid subscription with lots of benefits that fit our budget.

Cons: Not all features in Drift are customizable but working with the Drift team has been a breeze. I once made a request to implement a specific setting and 3 weeks later it was set-up and ready for us to utilize. My only wish is that the alerts would be more timely. Sometimes there is an up to 10 min. delay. For now, we have been refreshing the page/app more consistently throughout the day.

Overall: Improved customer experience and lead capture and nuturing tool.

Capterra loader

Makes customer interaction easy!!

Oct 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's ability to post internal notes that only your team members can see. It really helps during troubleshooting.

Cons: The mobile app is a little confusing at times and it takes time in refreshing, it doesn't auto refresh and doesn't display the recent chats on it's own.

Overall: I am enjoying drift as it helps my customers to directly drop in a chat whenever they have any queries, this has reduced the number of support calls I used to get before drift.

Shortened our time to SQL

May 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of installation made this a no-brainer to try. We found that it helped us shorten our marketing cycle by getting prospects on the phone immediately rather than in the traditional way with forms. Now they can speak to a live representative and get their business much sooner. Drift changed the way we do business.

They are introducing more and more integrations and making it a natural extension of most marketing teams.

Cons: Cost for the higher tier is a little too high. We settled for the lower tier and are happy with it so far.

Easy chat set up right to your website

Feb 14, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I found that drift has a very nice flow and design. It was very easy to set up, and I've seen a great increase in customer interaction from our website when i am able to engage them.

Cons: Paid tiers are expensive. It looks like you get some great features through their paid services, but compared to other companies, they seem very expensive

Overall: Great product. Free version is pretty limited, but gets the job done.

Our new primary method of communication with prospects

Apr 24, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of setup makes Drift work well. I love the Slack integration and team member management on the back end. One of the best things about Drift is that it eliminates the need for forms and forces a quick turnaround on meeting prospects.

Cons: It's expensive for the more advanced service. It would be a great addition to our current workflow but can't justify the cost.

Amazing tool to bring more leads to your team

May 14, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Drift has driven a big number of quality leads for our team. It allows us to get in front of leads even before they fill out a form. You're able to catch their interest and answer questions you wouldn't otherwise be able to do until you got on the phone with them. The chat bot is a great way to bridge the gap from site visitor to an actual meeting.

Cons: I believe a chat bot tool is essential for many companies. While drift definitely covers all the basics and then some of a chat bot, we have run into a few bumps. There can be a lot of confusion with the routing rules, goals, and tracking. You probably won't get your perfect chat bot right initially after set up, so be ready to optimize along the way. I have had a very good experience with their support and Customer Success team, so they will be ready to guide you in the right path!

Great bot with plenty of options

Nov 14, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Drift seems to have endless options and possibilities to enhance this bot and the underlying (marketing) actions. Their pro-active approach is helpful and really appreciated.

Cons: Because of the many options and features, please make sure you to schedule enough time and focus for your dedicated Drift colleagues who implement, maintain and follow up on the additional tasks.

Overall: If you consider a bot or other automated actions, Drift is certainly a great candidate that is worthwhile to explore.

Not my Favorite Chatbot

Feb 12, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: It syncs well with our CRM (Salesforce).

Cons: I find it not very user-friendly. As someone who came into the administrator role after the account was already set up, I had a difficult time navigating. The chatbot script creator could be much cleaner. I find myself having to write the script in an excel document with a complex numbering system in order to easily input it into Drift. I also wish it had more features that some other chatbots have, like heat and click maps.

Drift has provided a new outlet for customers and prospects

Jan 02, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Sales means being first to the plate- so being able to quickly engage and interact with prospects as they browse our website is huge.

Also quick hit tech support questions are a big win when learning a new software.

Cons: The Salesforce Integration isn't great- however the UI of the product is.

Capterra loader

Great online chat function for sales

Apr 30, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to work with prospects and have quick chats, quickly determine if someone is worth a sales conversation and if so turn it into a phone call quickly, otherwise give them free resources and send them away

Cons: Would be better if different teams could have different queues based on locality of prospects, also the company is constantly changing the UI and features so it is hard to get used to certain functions, get a rhythm going

We use Drift for our church and LOVE IT

Mar 21, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: It took me 5 minutes to have it working from sign up to installed on the site. Our staff uses it and rotates days answering peoples questions from our website and mobile church connections site.

Cons: I wish there was a way to use it as a nonprofit with some kind of break. We don't have a lot of resources and would love to have multiple logins, but we don't have the budget for all the things we wish we could do with Drift.

Conversational Marketing Here We Come!

Mar 11, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to set up and go live in short period of time. Instantly engage with prospects and customers a like and never miss a conversation again. 24/7 365 engagement if desired. Ability to serve the specific need of the visitor is critical.

Cons: Layout of the admin dashboard has a lot so it takes a little time to navigate. Every so often the mobile app for android delays a notification.

Live Chat for your website

Mar 14, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

2 / 5
Value for Money

Pros: It's relatively easy to install the javascript widget and get started with live chat on your website.

Cons: The chat web interface and all associated integrations are really buggy. I also don't like how they keep changing the pricing.

Capterra loader

Getting better, but still not extremely easy to use

Jul 22, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I used Drift a few years ago and hated it. I came back a few months ago and they've made a ton of improvements. We use it for automated emails to customers based on their behavior in the app, and it's been very useful and effective for that. We recently started up live chat, and that's gone off without a hitch (user errors notwithstanding).

Cons: Their live chat support isn't very good, which is a little ironic. I believe their live chat is staffed by salespeople, even the live chat within the app, so when I chat with a question, they send me up to support.

I don't think their user dashboard is always super intuitive, either. I often get lost in the app if I'm ever trying to do something I haven't done before.

Capterra loader

Great addition

Aug 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Great integration to our website actively allows access to clients in realtime

Cons: Honestly I can not think of anything that we do not like

Overall: brought a modern feel and another avenue to reach customers while they are on our site.

Great Tool for Growing Your Client Base and Organizing Website Visitors

Apr 04, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great tool for visitors and providing a great website experience. Great way to organize and qualify the visitors. Awesome tool that has a lot of flexibility to make it useful to each company. Great Sales Development Product!

Cons: - It can get sorta confusing with the playbooks but if you go through the onboarding - Everything will be fine!

Highly successful marking qualified and sales qualified leads

Jun 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: easy to use and update - new mapping feature on the backend makes experiences easy to review and update

Cons: occasionally updates roll-out with no notice, making it hard to know when cool new things happen and how best to utilize them

Overall: Customized MQL to SQL and auto conversations (with an app, too) so anyone can jump into any auto convo at any time.

Great way to start conversations via your website

Oct 18, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This customer chat tool was easy to add and integrate into our website. It makes it really easy to connect with website visitors who might have questions or learn more about us. I also love the integration with Slack.

Cons: No major concerns with using Drift at this point. So far it's worked well for us.

There are a competition

Apr 17, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The new affordable monthly subscription. Drift or Intercom? Finally, I choose Drift forever. Because Drift allows me to get free access to software to going learn slowly.

Cons: I can't get access to bot feature with my plan. And I have to looking for another software. I'm waiting catalan language option in menu.

Simple Conversational Marketing Tool

Feb 12, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Quick and easy setup. Intuitive tools and settings make implementation a breeze. The iPhone app is great and sends push notifications instantly and allows me respond to chats from my phone on the go 24/7.

Cons: Not quite as "enterprise" as some other applications.

Overall: We use Drift as a lead capture and customer service tool on our site. It does everything we need well and while I have no compliants, I'd say it its great for most small/medium implementations but larger scale integrations may require a more robust tool.

It works great for my needs when talking with customers

Aug 25, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

Pros: It makes it easy for customers to chat with me. If they need to ask a simple billing question or if they are interested in signing up for service.

Cons: It does not always let me know when a new chat has started. Also I wish I could just hit enter to send a message instead of control/enter.

Great way to get started with chat on your website then so many features to grow into

May 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money

Pros: What attracted me to us drift was the fact the basic package is free, and you are off to the races with the ability to chat live with your visitors. The real magic comes as your traffic grows and you start to use their paid service, partially the top end product that offers the chat bots. These help with lead capture so much making it automatic and efficient.

Cons: At the moment I have not found anything to fault them on, they don't have a direct integration with infusionsoft which is a pain for us as we have to set up something using Zapier, but if you are using another CRM they connect to most of them.

Capterra loader

great product with a very usuable free version for small teams

Oct 24, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Free version of this tool provides very usable option for clients wanting to get into live chat support.

Cons: the mobile app could be better with its alert system, if you want to use this product without a dedicated staff member looking after it you need to be very away of your phone app and be sure to check notifications.

Overall: This product is a great choice for people not sure if chat support is for them, with room to expand I think drift will acquire many customers who start on their free option

Capterra loader

Drift is cutting the path to new and better ways to sell

May 16, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Drift is relatively new to our tech stack. We've been able to implement it with a few clients (as well as ourselves), who use it to amplify their sales process. Drift has been very convenient and has cut communication time in half. It's pretty simple to program a workflow for your sales reps to work through when communicating with a lead. Customer service has also been great.

Cons: The dashboard layout was a bit tricky for me at first. Once I got the hang of where certain pieces were located it wasn't that bad, but there was a lot of digging around that needed to be done at first.

Capterra loader

Great chat client for conversational marketing

Jun 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to create automated sequences for super-charging your customer service team. Great targeting options for segmenting users. Playbook creation is intuitive and easy to get started. The options are limited to what you can create. Ability for customers to schedule meetings with sales is a wonderful feature. Drift really provides a whole different way for your users to interact with your site.

Cons: Our main hesitation on upgrading to the pro plan as a small company was the price, but the heavy-duty features were too good to pass up. Overall, I think it was worth the price tag

Great for business!

Nov 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Super easy toninstall on our website! Had no idea we would get that many people asking quick simple questions through our website that lead to enrollments.

Cons: Nothing. Support even answered a few questions I had very quickly

Overall: None

Capterra loader

Best chat app -- gets us ROI

Feb 07, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: You can set up a bot and show messages to website visitors. Replies send to the visitor's email, which we really like.

Booking calendar is included

We have ours integrated with our marketing automation software and we believe this is a powerful sales tool.

Cons: We haven't used it to its full potential yet so hard to find a negative.

Overall: Was able to start a sales conversation that let to our first sale so I'm a big fan of Drift.

Capterra loader

Conversational marketing by Drift is legit

Aug 02, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Drift created a whole new category of Conversational Marketing and they definitely played their cards right this time.

What I love about Drift is:

- Super easy to install and get it up and running on the site. UX is terrific.

- Support is 10/10 as I've always had my questions or issues resolved

- Sets meetings in my sleep :) it's lead generation on steroids.

Cons: - The licensing cost might seem significant for those who can't justify an ROI.

Overall: - Lead generation on steroids

- Set meetings without having to be glued to the screen

- Fast speed to lead

Just switched to Drift, well worth it

Feb 03, 2019
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We are a SaaS company that utilizes "chat" for several purposes off of our website. We have used other, more prominent providers in the past, but Drift does a great job in distribution of chats. They are able to seamlessly allocate potential leads to salesmen and current customer support chat to our CS team. I have not seen anyone do it as easy as this before.

Cons: We have just implemented in the last week, so nothing to report thus far, but going through the demo process we are confident in our switch of providers.

Capterra loader

Best AI powered chat software to handle web traffic

Apr 14, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: If you have a booming business or you are running short of your support or sales team then this is the best app to look forward too. One it cuts down man power cost and second and most important thing is that it lets you profile your user before making them have a convo. this helps your sales team to understand the user and engages your user rather than keeping them waiting

Cons: It is the best but the best comes at a cost. Good for organization but can have a cheaper plan for small scale companies or start-ups

Already a Big Impact in Communicating with Potential Customers

Feb 21, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Drift was very easy to integrate into our website. We were able see an impact shortly after we installed it with customers communicating with us directly from our website. It captures the customer's email as well, which allows us to track and follow the lead after the website interaction.

Cons: It might just be user-error, but it seems a little difficult to open the Drift application and get right into chat when a new visitor chat alert happens... but likely won't be a problem for those who are assigned support team.

Good tool - chat isn't new but Drift does it well

Apr 03, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Pretty quick and easy to implement. The tool is flexible with a suite of developer tools. Connects weel to the workflow of sales people (Slack, email, gmail, google cal).

Cons: Integrations with marketing automation could be more extensive and tighter. At this point much of it is very new. Reporting is way too simplified. They need to better tie where the person was to when they engaged with chat.

Overall: Very solid tool. Chat has been around for years, but Drift is making it cool again by reinvigorating it and blending it in to the modern martech stack.

I couldn't be happier with the software or the team behind it.

Apr 15, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: Drift is new out of the gate as I write this review. So far it has about 5 unlocked features along with Drift Daily. Drift helps me help my clients engage with their audience while on the site. It always about the buyer. We can do a lot with creating a website experience that is helpful to the buyer, but with Drift it becomes a two way conversation. It's hard to believe there is nothing else out there that is as easy to use or so well thought out. It's been about two decades of a society relying on web browsing and it seems like a long time for a product this brilliant to come out. It's not about the product alone. It's the experience. Drift has an awesome culture that makes for awesome experiences for me as a user. Amazingly well done!

Vendor Response

by Drift on May 10, 2017

Hey Joe, Love to see great reviews like this!

We work hard to make sure customers come first.

I'm curious about how your business has changed after having Drift on your site.

Best,
Kyle

Cool add-on with room for improvement

Jun 07, 2017
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Drift has a neat framework, allowing for real-time chat with prospects (or customers) and some level of automated responses. They're on the right track for building a great tool.

Cons: Some of the functionality just isn't quite there. The routing is not as automated as we would like, and the automation tool is pretty manual to build out. It's not as customizable as we hoped it would be, and requires a lot more live monitoring.

Overall: It does increase our personal touch with people on our website, and can capture a few leads that might not have reached out.

Very good lead engagement/capturing tool

Jun 16, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's very good in terms of user engagement, user support (through the chat feature) and also lead capturing.

The ability to book meetings automatically is very useful, and in a way Drift is like a sales machine that's working on its own while you're away.

Cons: Not all features of Drift are fully customizable.

Also, some features are not easily accessible from the main menu, and you have to dig deeper into the settings to access them.

Also, the LeadBot is only available on the monthly plan, which is very expensive.

Capterra loader

Drift Right Into Warm Conversations!

Jun 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I learned about Drift from several companies with whom I do business. It is an incredible tool to help me warm right up to people coming to my site needing help.

Cons: The only thing I did not like about it is the blinking of message notification on my browser tab but actually what can be done is simply click on that and it goes away. It is a bit expensive but people have the ability to book right there in the chat.

Overall: Being able to start the conversation without feeling weird and creepy.

The absolute #1 Chatbot tool

May 22, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Drift is a tool very easy to roll out in your organization. We were live after 3 days. It is very straightforward how to create playbooks and how to put them live on your website. They have a huge library of existing integrations. Their support team is very responsive.

Cons: Their Salesforce integration is not always working consistently and I would really like to see the ability to do AB testing on a specific chat-bot playbook.