# Drift Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Drift the right Live Chat solution for you? Explore 200 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/227417/Drift/reviews --- Drift 4.5 (200) [View alternatives](https://www.capterra.com/p/227417/Drift/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Drift Ease of use 4.4 Customer Service 4.4 ## Pros and Cons in Reviews JH Jeff H Account ExecutiveResearch, 501 - 1,000 employeesUsed the software for: 1-2 years. “Drift is helpful to handle inbound business from our website.“ May 16, 2026 JG Joseph G Demand Generation MarketerComputer Software, 201 - 500 employeesUsed the software for: 6-12 months. “Drift didn't offer the deep data analytics or ABM data that other vendors offered.“ April 26, 2023 Damien B Creative DirectorMedia Production, 2 - 10 employeesUsed the software for: 6-12 months. “I loved Drift and how easy it was to setup as well as the freemium model at the time.“ October 3, 2024 Ian M Brand Services ManagerMarketing and Advertising, 11 - 50 employeesUsed the software for: 1-2 years. “The login process to Drift video if you've already got Drift Chat set up is so clunky, and it kicks me out nearly every single time.“ September 9, 2021 Lokeshkumar D CEOMarketing and Advertising, 11 - 50 employeesUsed the software for: 6-12 months. “With it, I can increase lead conversion by sending dialogues to the right client at the right time and with the right message using AI.“ February 18, 2023 JG Joseph G Demand Generation MarketerComputer Software, 201 - 500 employeesUsed the software for: 6-12 months. “After a while, our visitors stopped interacting with the Drift chat.“ April 26, 2023 Lokeshkumar D CEOMarketing and Advertising, 11 - 50 employeesUsed the software for: 6-12 months. “Best auto marketing platform for meI use Drift's AI-powered Conversation Cloud to simplify customer experience personalisation.“ February 18, 2023 JG Joseph G Demand Generation MarketerComputer Software, 201 - 500 employeesUsed the software for: 6-12 months. “We just couldn't justify renewing with them after the results began to diminish.“ April 26, 2023 ## Showing most helpful reviews Showing 1-25 of 200 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Rob C. Content & SEO Specialist Computer Software Used the software for: Less than 6 months ### "Expensive but awesome" December 21, 2019 5.0 With two substantially different audiences being targeted by our business, and a general need to do a better job of quickly connecting with promising leads, we've been quite pleased so far with Drift. We've already had several great opportunities arise thanks to the tool, and still have a large number of new bots to roll out, plus refinements to make based on our learnings from using the tool. As a supplement to our other inbound marketing efforts, I foresee chat through Drift being a substantial asset for a long while to come. Pros With Drift, you can create customized chat experiences for users based on all sorts of criteria - the page they're on, the number of times they've visited, the channel they used to get to your site - and to target specific businesses with targeted messaging. Building the chat flows (Drift calls them "Playbooks") is generally quite easy, allowing you to quickly build out new bots once you get a hang of the platform. Drift also includes support chat built right into the product, meaning every time I get stuck, I'm able to reach out and get a hand from one of their product experts right away. Cons We haven't been using Drift for that long, and there have already been a number of instances where I or one of the other users in the company have attempted to do something that seems obvious, only to find out the tool doesn't allow us to do so. We're always told that a feature request has been submitted, but there's no way to know how long it will take before we get whatever little tweak we're looking for in order to provide a smoother, more pleasant chat experience on our site. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Drift Better features, better support, a better sales and onboarding experience Review Source Response from Drift February 20, 2020 Hi Rob, Thanks for taking the time to share all of this detail. It's really helpful. Our feature request process is something we're improving this quarter, I agree this has not been the best experience to date. Thanks again for sharing, and if we can be helpful to you with you 2020 plans, please let us know how we can support you! All the best - Julie Hogan, VP - Customer Experience VR Verified Reviewer Assistant Manager Marketing Information Services Used the software for: 1-2 years ### "Drift-The new way of conversational marketing!" July 1, 2021 5.0 Overall I can say we are satisfied with their services. It ultimately filters genuine leads from the universal traffic on the website and that too with high buying intent. Chat bot, Playbooks, Analytics and Integrations are just icing on the cake. Pros \-Playbooks- Setting up of chat bot and customizing it based on the page and target market becomes very easy with drift's playbook feature. You can very easily set up chat bot and start receiving genuine leads. -Analytics and Integrations- The deep analysis of the tool always keeps you on your toes and helps in pointing out various scope for improvement. You can also measure the efficiency of your chat agents as well. Also, it provides integration with your marketing CRM as well for lead handling purpose. -Customer Service- You are facing any issue with drift? Do not worry. Customer service is just a chat ping away. They are always attentive and help you proactively Cons \-Price- This was the main concern while evaluating various chat tools. Drift is follows a premium pricing which might not make it suitable for Small businesses. -No Forms- Drift takes pride on omitting the forms from the chat and enabling their conversational way of marketing. I think, they should make that optional. They should forms as well. -They should also have a feature in which chat transcripts can be emailed as well. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Drift \-More features. -AI analytics and easy to use -Better branding and a known player in the market Review Source Response from Drift July 16, 2021 Hi there, Thanks for taking the time to write such a thoughtful review for Drift! It sounds like you're having a great experience on the product and we're thrilled to hear it. We'll absolutely take your feedback into account and hope you continue to provide us feature suggestions in the future. - Sarah Haberman, Senior Customer Advocacy Manager JH Jeff H. Account Executive Research Used the software for: 1-2 years ### "Key Inbound Tool" May 16, 2026 5.0 My overall experience using Drift has been great. From the initial moment a client visits our website, we need a great user experience, and it ensures the first impressions are strong. Pros Drift is helpful to handle inbound business from our website. A significant portion of potential customers come in through that method, so it’s a great tool. Cons There’s nothing in particular that I don’t like about Drift. We have had the tool in place for years and it’s always been a key lifeline. Review Source Nick S. CEO E-Learning Used the software for: 6-12 months ### "A time consuming disappointment." April 15, 2020 2.0 We asked very specific questions during the sales process (no trial available - this should have been a red flag) where the salesperson misrepresented the capabilities around integration, usability etc. There was plenty of 'sure it works just like that'. We would have identified this had a trial been available. Drift is expensive, has slick marketing, so I assumed it was good. I should have quit at this point, but had our developers work around the many issues and the 'ohh you need to pay 10x for that'. Support was very lackluster. Focused on upselling features already promised on the current plan. Our developers hated it (I should have listened)... Our salespeople did not like it, the bugs it Drift manifested in a form that made our salespeople look stupid to customers. They were actively creating workarounds to avoid using it. And here I am. Drift keep charging, and the support people 'can't find my cancellation request conversation' ironically, in Drift. So, let this be a warning for managers. Drift is really great at marketing, the halo effect is strong! But walk away and save time. Pros Drift is a chat tool with some rudimentary marketing automation. Drift's bot workflows are conceptually good. Email 'playbooks' are similar to a basic marketing automation platform. Cons I purchased Drift against the recommendation of our developers on the promise of its segment.io integration. Drift was buggy, did not work as described with segment.io and had numerous usability problems for end-users (customers). Reason for choosing Drift shiny marketing and hype. Review Source Response from Drift April 24, 2020 Hi Nick, Wow, we really let you down. I'm really sorry for all of the places along the way we didn't deliver on the experience you expected. Thanks for taking the time to detail this feedback and share it. If there is any interest, I'd love the opportunity to talk live (jhogan@drift.com) ... or simply feel free to email me directly if there's more you'd like to share with me. Thank you again, and a sincere sorry for the poor experience you had with us. All the best- Julie Hogan, VP Customer Experience Sarah H. System Administrator Information Technology and Services Used the software for: 1-2 years ### "Best Conversion-Maximizing Method For Any Website" March 7, 2023 5.0 Drift allows me to communicate with clients and gauge the level of interest they have in our offerings. My end aim is to close a transaction, and Drift helps me do this by facilitating instantaneous communication with prospects and clients, allowing me to address their concerns and guide them toward a conclusive next step in the buying process. Pros Through Drift, I am able to contact with leads at the precise moment of their highest interest and engagement with the website, and to respond to their pressing queries immediately. Many of the talks I've had with potential clients have resulted in a sale. Cons Forcing customers to provide email addresses before speaking with a representative. There is room for simplification in the reports and metrics. There are not further improvements needed. Switched from [Keap](https://www.capterra.com/p/76390/Infusionsoft/)[Qualified](https://www.capterra.com/p/184296/Qualified/) Drift is an effective technique for transforming website visitors into customers. Drift profiles, meetings, a videos, chatbot, live chat with site visitors, and interfaces with numerous other platforms (such as Marketo and Salesforce) are just a few of Drift's fantastic capabilities. Review Source VR Verified Reviewer CEO Computer Software Used the software for: 1-2 years ### "Drift could be Intercom, but it isn't..." October 13, 2020 3.0 We decided to use Drift as means to provide support, but once we grow bigger than a single user, we'll have to move to a better platform. Pros We use Drift as an in-app messaging platform and it's decent at that. We considered using it for marketing automation, customer engagement and on-boarding, but it doesn't cut it. Cons Even as an in-app messaging platform for support, there's room for improvement. A few months ago, they removed the option to "close a conversation" (which is essentially used to close a "support ticket"). For whatever reason, they think that it should be more like Whatsapp with an endless list of conversations that you can "archive". Only conversations sometimes come back (not because of new messages), they are sorted wrong so you may miss conversations with new messages, and you don't always get real time notifications in the mobile app. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Drift Drift has a free single user option, while Intercom doesn't - but unfortunately, Drift doing the best job. Review Source Response from Drift October 15, 2020 Hi there, Thank you so much for taking the time to share this. I'm sorry we haven't delivered on what you expected from us. I'm more than happy to chat live and learn more about how we can make your experience better. Feel free to reach out at jhogan@drift.com. All the best, Julie Hogan, VP - Customer Experience VR Verified Reviewer Sales Marketing and Advertising Used the software for: 2+ years ### "The best chat AI." September 10, 2020 5.0 Using this for sales as well as support automation, and it's paid off well and works with our sites. Pros The driftbots and playbooks (how their AI, automation is done). We have used this to automate sales workflows and schedule meetings and save time. Cons I have no complaints that wouldn't be something out of my control - some of the rules I've set up in boys seem to be a bit too picky when leads respond with anything besides a picklist item. Alternatives considered [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Drift They had the best overall support and pre sale experience, and their bots seemed best. Review Source Response from Drift September 24, 2020 Hi there, Wow. Thank you so much, for all of this. We're thrilled to hear you're happy with your platform experience, as well as your experience with us both in pre sales and support . Please reach out if there's anything else we can do to help or support you. All the best, Julie Hogan, VP - Customer Experience VR Verified Reviewer Demand Generation Manager Legal Services Used the software for: 1-2 years ### "Good Conversational Marketing Tool" October 15, 2020 4.0 Whether it's worth paying for tool like this will depend on how engaged your audience is and how big your traffic volumes are. We felt that for us the tool was not worth the money. There are much cheaper alternatives on the market if you're just looking for customer support tools. Pros Lots of features that are likely to appear to enterprise B2B companies like lead routing, instant meetings booker, help centre article look up. Cons Had issues with bugs in various areas several times and had to contact support and wait till they were resolved. Not very straightforward how to configure the tool in the best way and debug playbooks. Documentation could be better. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Drift feature set is more tailored to B2B marketing. Review Source Response from Drift October 20, 2020 Hi there, Thanks so much for sharing this with us, I'm sorry you had difficulty getting your issues resolved, and the documentation wasn't super helpful either. Appreciate you letting us know. If there's anything else you want to connect about feel free to reach out to me directly at jhogan@drift.com All the best, Julie Hogan, VP - Customer Experience VR Verified Reviewer Senior Key Account Executive Computer Software Used the software for: Less than 6 months ### "kickstart conversation marketing" August 1, 2019 5.0 It has been great but i believe much more integrated approach is needed. Pros started using drift for our startup after moving away from HubSpot. It has been a great learning curve for us. Some aspects I love about drift is the lead tracking and bot performance. Also leveraging drift for email and phone converation as a CRM is a big plus. Also scheduling and calendar invites make is better than calendly Cons Would love if drift can be an email server as well so that we can skip email server costs. It does most of the things already just needs a sync from gmail. It is very expensive especially since you have to pay upfront for the startup plan Alternatives considered [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Switched from [Calendly](https://www.capterra.com/p/148036/Calendly/) drift does more than calendly and does it better Review Source Mark A. Head of Marketing Computer Software Used the software for: 6-12 months ### "I use the free version for my consultancy" April 26, 2022 4.0 I have a side-hustle consultancy, and needed a way for my website visitors to get in touch. This was a really simple, free solution. Pros Really simple setup, haven't had to touch a thing since implementing it. Cons Having to switch between the app and the browser for different functionality - either have it all in app or dont. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Drift Because of the free version - I just needed a simple live chat for a super small business. Review Source Response from Drift May 6, 2022 Hi Mark, glad to hear you got Drift up and running without a hitch. Appreciate your feedback on our app vs. browser functionality I'll make sure this gets in the right hands. Thanks for your review! - Sarah Haberman, Senior Customer Marketing Manager JC Josh C. Inside Sales Operations Analyst Computer Software Used the software for: 2+ years ### "Essential Automatiin Tool, Faster Time to Value with Inbounding" March 11, 2022 4.0 Excellent, would not have a solid inbound routing experience without a similar tool as Drift Pros Conversation routing by Company HQ and State rather than just the site visitors geographic location. This is important since our sales team segments by Company HQ and Annual Revenue Cons No ability to route countries other than US and Canada by state and/or territory. The entire continent of Australia can only be tagged as such in conversation routing. You have to build a playbook that asks the customer what territory they live in which creates a longer automated process for the site visitor. Also there is no option to segment by city which would be helpful for large city territories like Chicago, Dallas, Houston, Los Angeles, New York City, San Francisco etc Review Source Response from Drift April 1, 2022 Hi Josh, thanks for taking the time to review Drift! Your suggestions around our routing capabilities are really helpful and I'll be sure to share with the product team! - Sarah Haberman, Senior Customer Advocacy Manager VR Verified Reviewer Head of sales Northern Europe Computer Software Used the software for: 1-2 years ### "A solid component in your marketing automation strategy " May 30, 2022 4.0 Overall, I think it's a great tool Pros I really loved how super easy Drift is to both implement and use as chatbot tool (that does way more than that) we've rolled it out for our SDRs to be able to capture leads and respond to any presales questions quickly. and the integration with Hubspot and salesforce makes it really easy to not only capture but also to personalise our response as a part of our overall marketing automation strategy. Cons \- it's not cheap - the stage that you'd be importing the lead into Sales Cloud (SFDC CRM) can be tricky as the definition of stages aren't really aligned. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Review Source Response from Drift June 10, 2022 Hi, thanks for taking the time to review your experience with Drift and sharing your feedback on how we can improve our lead importing! - Sarah Haberman, Senior Customer Marketing Manager VR Verified Reviewer Owner Internet Used the software for: 2+ years ### "Live Chat Platform that suits my needs." July 14, 2022 5.0 There has been a lot of platform development in recent years. Newer look and better android app for example. I remember when the Drift android app had quite a lot of bugs, but now many have been fixed. I am confident in future development and still choose Drift as my primary choice of Live Chat Platform. Pros Live chat and Playbook work well, and widgets are easy to install. Cons There are no problems with functionality, but in my opinion, the customization options are still not enough. I would like more widget customization options, such as the ability to add a background image to the Live Chat widget. Review Source Response from Drift July 22, 2022 Thank you for the feedback! Love that you're having a positive experience using Drift. I would highly recommend reaching out to your CSM about more customization options so that they can relay this information to the product team. Jen N. Director of Marketing Construction Used the software for: 2+ years ### "2 years strong" December 5, 2019 5.0 Very positive. The changing of hands in team members has been difficult, but the software is intuitive enough to be supportive independent of people at times. Pros The team and the development of the tool. The people are incredible. They are helpful, involved, and genuinely enthusiastic. Cons Being an early adopter, the best practices weren’t written well into our first few years and the software itself has gone through impressive, but drastic change. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Drift Price and ability to get in early Review Source VR Verified Reviewer Sr Manager, Digital Demand Information Technology and Services Used the software for: 1-2 years ### "Powerful Tool but needs care and feeding" January 26, 2021 4.0 We have booked meetings via Drift bot. We in marketing see the value for sure and will continue to use features and functionality as a part of our demand gen and ABM efforst. Pros I love the ability to set up multiple chat bots/playbooks based on use cases. The ability to engage with a target account real time is invaluable. So we're trying to keep it simple, yet also set up playbooks specific to our campaign objectives and quarterly themes but the up keep has proven to be challenging. The option to also use converstional pages is awesome and integrating those into ABM programs has been exciting. Cons A lot of up keep required in the tool to keep it up to date and effective. Also need to train and remind sales teams often to close conversations and manage their bots. Drafting the right copy that will capture attention and encourage engagement has been hard so constantly testing and updating copy to improve bot performance Review Source Response from Drift February 2, 2021 Thanks very much for sharing your experience. If interested, we have a program where we support the ongoing optimization of your playbooks. Happy to chat directly! - jhogan@drift.com All the best, Julie Hogan, VP - Customer Experience VR Verified Reviewer Customer Development Representative Financial Services Used the software for: 1-2 years ### "Awesome chatbot for engaging with potential customers" February 7, 2020 5.0 Overall, drift allows a simple and personable way to interact with potential customers that visit our website. Pros Super personable way to prospect and direct website visitors to pages. Drift saves a lot of time for the sales team while also providing a great experience for customers and potential customers. Cons It may take a little bit of time to set up the chat bots if your site has multiple pages. However, the drift team is excellent in providing support through this. Review Source Response from Drift February 13, 2020 Thank you for this. I'm glad to hear you've found Drift personable and it's saving you time! Please let us know how we can be helpful to you this year! All the best- Julie Hogan, VP Customer Experience VR Verified Reviewer CMO Information Technology and Services Used the software for: 6-12 months ### "A great product that wasn't afit for us" April 6, 2021 5.0 Great product that wasn't a fit for our buyers Pros Drift was very easy to use. The conversation-building tool was fun to use and change. It is very well done. Cons It didn't capture leads for us. I think our buyers hated the bot. Alternatives considered [Qualified](https://www.capterra.com/p/218980/Qualified/) Reason for choosing Drift maturity Review Source Response from Drift July 16, 2021 Hi there, Thanks for sharing your thoughts on Drift - we're so sorry to hear it wasn't a fit for your business. If you ever want to reevaluate Drift or work more closely with our teams to see how you can get the most out of the product, please feel free to email me directly at shaberman@drift.com. - Sarah Haberman, Senior Customer Advocacy Manager VR Verified Reviewer Sales Operations Manager Computer Software Used the software for: 6-12 months ### "Great way to engage with prospect on your site!" August 6, 2018 4.0 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. 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. Review Source CP Craig P. Director of Customer Success Information Technology and Services Used the software for: 1-2 years ### "Reliable, yet Lacking" September 10, 2019 4.0 Overall Drift has been a good option for the money, but we are not 100% thrilled. Pros Software is reliable in that the system does not crash at all. They are consistently making updates, and branching in to more areas of communication outside of just chat. The support team is very nice and willing to help. Cons Reporting functionality is very lacking. Unable to see how long each conversation is taking for each of my agents to work through. Have had multiple complaints on lag in the chat service loading within our software. Have contacted support on this multiple times without resolution. Reason for choosing Drift Price Switched from [Medallia Concierge](https://www.capterra.com/p/161921/Zingle/) LImitations on Chats Review Source Jamie G. Business Development Manager Business Supplies and Equipment Used the software for: 1-2 years ### "Smart live chat" December 13, 2021 4.0 Pros Drift was easy to set up and is a nice and simple way to monitor live chat conversations. Cons There have been some issues with push notifications, chats occasionally being missed. Review Source Response from Drift December 30, 2021 Hi Jamie, thanks for sharing your feedback. We're glad to have you as a customer! - Sarah Haberman, Senior Customer Advocacy Manager VR Verified Reviewer Beauty Studio Coordinator Retail Used the software for: 6-12 months ### "Shortened our time to SQL" May 8, 2019 5.0 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. Review Source VR Verified Reviewer Head of Innovation & Marketing Computer Software Used the software for: 1-2 years ### "Our new primary method of communication with prospects" April 24, 2019 5.0 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. Review Source VR Verified Reviewer Director, Demand Generation & Digital Marketing Computer Software Used the software for: 1-2 years ### "Great platform, pushy upsells " August 6, 2019 4.0 Pros The tool is easy to use and allows us to quickly onboard our users. The chat workflows are intuitive, and I love how easy it is to build bots to streamline communications Cons None with the software - they are the leader in the space for a reason! Their account executives are a bit pushy on upsells for additional features and functionality. Review Source VR Verified Reviewer Head Of Marketing Internet Used the software for: 6-12 months ### "Not my Favorite Chatbot" February 12, 2019 4.0 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. Review Source VR Verified Reviewer Mid-Market Account Executive Computer Software Used the software for: 1-2 years ### "Drift has provided a new outlet for customers and prospects " January 2, 2019 4.0 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. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.