Drift

Drift

4.4
(154)
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Drift makes it easier for people to buy from your business through real-time one-on-one conversations. When you connect Drift’s conversational marketing platform to your website, you will generate more qualified leads using our bots, and book more meetings for your sales team.

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Drift review by Cassandra C.
Cassandra C.
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Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Conversational Marketing At Its Best"

What do you like best?

The Drift team providing an amazing onboarding experience and were with me through all stages of the implementation to answer questions, solve problems and take ideas that I had to make the product better to their development team. The tool is easy to use and continues to grow to offer a wider variety of conversational marketing functionality.

What do you dislike?

The only thing I don't like is that I don't have the specific ability to set my personal online and offline hours - other than that I have no complaints.

What business problems are you solving with the product? What benefits have you realized?

We are able to reduce the barrier of entry for schedule discovery calls with prospective clients by providing them with the ability to book right from our site. We are also able to nurture visitors before they become leads by providing them with content that is relevant to them. When the bot can't answer their question they are auto-routed to our team who can jump in to help.

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Drift review by Zac K.
Zac K.
Validated Reviewer
Verified Current User
Review Source

"Here is why I tell every business owner, marketer and entrepreneur they need Drift..."

What do you like best?

Drift is the best designed and feature packed chat tool that is sales and marketing-centric in nature. As someone who operates a sales enablement saas product, we are extra meticulous about the way software works or doesn't work for salespeople. My #1 reason for liking Drift is that it created real results that have impacted our conversions and improved the sales experience for both prospects and our sales team.

What do you dislike?

There isn't much to dislike. The Drift team owns their product and creates great experiences for their users, clients and partners. I'm unusually satisfied with their product, service, and methodology. Occasionally, software companies like Drift come along that operate a world-class business.

Recommendations to others considering the product

Definitely get using it, and spend the time to build a quality bot that is unique to each page on your website!

What business problems are you solving with the product? What benefits have you realized?

+ We reduced the work of having to follow up on leads for scheduling demos. All of our leads come into our salesforce instance now with an appointment already calendared with the right Account Executive assigned.

+ We reduced our sales cycles timelines. Cut out extra steps. Now we spend that time perfecting our Pinog Pong paddle control and closing more sales.

+Generated 50% more qualified leads for our company, which made our sales team WAY more efficient

+ made our sales department more scaleable while simplifying processes everyone has to master.

+ We use drift to book all meetings across our executive department as well. So we all use it to book and calendar meetings.

What Conversational Marketing solution do you use?

Thanks for letting us know!
Drift review by Pete M.
Pete M.
Validated Reviewer
Verified Current User
Review Source

"Awesome Product! Six Stars! ******"

What do you like best?

Drift is a great customer communication tool, and it's free to get started. For more advanced features, you can easily upgrade to a paid plan that will scale with your business. The company is run by a great team and is always very helpful and informative.

What do you dislike?

There are no glaring issues at this time. Drift really takes customer feedback to heart and is quick to correct any bugs that are brought to their attention.

Recommendations to others considering the product

I absolutely recommend Drift to any company that is, or is trying to become, customer-centric.

What business problems are you solving with the product? What benefits have you realized?

Using Drift allows us to interact with visitors/users of our website/app in real time. This is a tremendous help, as it enables us to assist people immediately and address their questions at the moment they arise. Using Drift's AI helps automate a lot of our interactions, too. This lessens the burden and allows our small team to service more people.

Drift review by Ted W.
Ted W.
Validated Reviewer
Verified Current User
Review Source

"Human-Centric Chat Done Right"

What do you like best?

Intuitive to initially configure and set up led to a painless roll-out and fast internal adoption. The implementation of 'Playbooks' as the means to build conversation and automated lead decisioning trees is excellent. It's easy to craft excellent end-user experiences for both live chat and bot chat. The integrated intelligence capture is also excellent, as is the integrated meeting booking.

What do you dislike?

Cross-platform integration can be tricky. Everything is possible through Zapier, but a bit more effort is required to hook up the virtual cables between things like a CRM. Playbooks also display incorrectly in Safari browser (though Chrome is an easy solution). I also would prefer to be able to edit a lead's in-platform customer record without having to navigate to a completely different tab, while engaged in Live Chat.

Recommendations to others considering the product

It's a tool like any other, and you'll only get out of it what you put in. But it's been an incredibly effective tool for us, and hasn't required the time and headaches other platforms do, to help us realize its potential.

What business problems are you solving with the product? What benefits have you realized?

When I began building out my marketing tech stack, I prioritized human experience over everything else. Every touch and interaction, automated or otherwise, that a lead or customer had with us needed to be positive, responsive, and had to 'feel' personable and as human-oriented as possible. There are many chat solutions out there, but Drift was the only one that felt well designed for creating interactions with other human beings.

Since implementing Drift, the quality of our engaged online leads has significantly increased. Online or offline, Drift is letting us provide a consistently positive experience that's driving great leads to us instead of driving them away.

Drift review by Edward F.
Edward F.
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Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Completely changing our marketing & sales model"

What do you like best?

Drift made us rethink our approach to how we do marketing and sales. One of the best things is that it gives our prospects a much more personal and quicker buying experience, and our sales lifecycle has reduced, especially from visitor to qualified lead. Their customer success team is amazing and there's always someone available from their support team on live chat to help you out despite our difference in time zone or if it's the weekend. There's always new products coming every month and the platform itself is getting easier to use all the time.

What do you dislike?

We are heavy HubSpot users and there have been some challenges with integrating prospects that have come in via Drift with our HubSpot. Customer support documentation (such as step-by-step guides) could be more comprehensive but then again there's always someone available from their support team to chat with.

What business problems are you solving with the product? What benefits have you realized?

From a marketing perspective it's mostly CRO and conversion of visitor to lead with Lead Bot or being able to discuss with prospects in real time. It's also had an impact on website visitors since we started creating more ungated content, and also moved our existing gated content to our blog, which is now pulling more people to our website. So in short, more website visitors, more qualified leads, and more sales opportunities.

Drift review by Ed M.
Ed M.
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Verified Current User
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Giving buyers their voice"

What do you like best?

Drift is really easy to implement - for marketing or even admin groups. The new visual bot builders make it easy to create effective bots. Their relentless push to find new ways to build more power into the tool takes it beyond a typical chat tool.

What do you dislike?

In the category of good problems to have, they're so frequently updating and expanding the tool I dislike the effort required to stay current. But that's my problem, not theirs! The only real challenge is the solely chat interface with tech support. Sometimes you really need a conversation.

Recommendations to others considering the product

There are so many different use cases that it's important to be clear how and where it will be used. It's fine to have multiple use cases in mind, but if you just start plugging it in without a plan, you'll miss opportunities and create bottlenecks in other places. Hire a company with expertise at applying it for business purposes vs. simply implementing it.

What business problems are you solving with the product? What benefits have you realized?

Increasing website conversions, simplifying meeting scheduling, delivering a convenient CX, providing a contemporary buyer experience as a differentiator

Drift review by Sarah C.
Sarah C.
Validated Reviewer
Verified Current User
Review Source

"50% increase in qualified leads!"

What do you like best?

We've seen a 50% increase in qualified leads coming in through our website after installing Drift. Drift allows our prospects to connect with us much more quickly (and makes it less likely for them to forget they filled out a form or potentially hear back from a competitor before us!)

What do you dislike?

No bot is perfect. We get much more spam inquiries into our chat box and somehow, despite our best efforts, they end up in SalesForce and need to be cleaned through. Though often times Drift is able to route inquiries to the correct GAM, many times we need to re-assign to a more appropriate person.

Recommendations to others considering the product

We've personally found that Drift works better if you have the buy-in from your sales-team to manage it. Also, designate one key Drift "owner" internally.

What business problems are you solving with the product? What benefits have you realized?

Inbound leads! Potential customers that may've been deterred by "long" Contact Us forms - or those who want to speak to us immediately are now able to connect with us quicker and more efficiently.

Drift review by Michael  N.
Michael N.
Validated Reviewer
Verified Current User
Review Source

"It's all about conversation, NOW!"

What do you like best?

It qualify leads for your reps. You can setup the bot and ask the question you normally ask before booking a call. Then the bot do it for you. So you have meetings planned without having to spend time for it. You can fully concentrate on having meaningful conversation. We also use it on our pricing page to increase the self-serve purchase where the bot answer the most common questions. We replaced the "Contact Sales" form with a simple bot.

What do you dislike?

It still not that easy to optimize. You start by creating a playbook, but then, it's hard to optimize. I would love to have more analytics that help me improve the playbooks. For exemple, words that come often from the clients and an answer so we can create more automation. Same for questions that we should ask. There is not much to improves ourserlf. The sales analytics is also not very elaborated. You cannot specify where the revenu come from. Training is also pretty basic. If you want to improve, you need to spend a lot of times in Drift.

What business problems are you solving with the product? What benefits have you realized?

We really take advantage of Drift when it comes to help and have conversations with our prospects, now. It changed our way to work since we do not need to wait on a prospect to fill out a form and hope to be contacted by us in the next 24 hours. It's proactive instead of being reactive. We already had an amazing response rate. Now it cannot be better. We connect with our future client and can help them right away. Who doesn't love to have a meaningful conversation with a prospect that you help? Drift allows us to have a more meaningful conversation and establish the trust right away with our customer.

Drift review by Garrett B.
Garrett B.
Validated Reviewer
Verified Current User
Review Source

"Good idea but buggy and almost impossible to cancel "

What do you like best?

I love the idea behind conversational marketing and creating a connection with the prospective client vs going back and forth before the conversion occurs.

The Drift support team was available and answered questions as they popped up.

The front and backend UX is solid. Very clean and pretty easy to use. The exception being you need to know that some areas autosave while others require the save button being pushed - ideally it would all be autosaved or at least uniform in design.

What do you dislike?

Drift's integration with microsoft office broke and made it so prospective clients could not schedule meetings. This was a core functionality that we needed for our business. After letting Drift know the integration wasn't working, it took them a week to fix it. The issue created delays and we ultimately chose not to go live.

Since the software had proven to be unstable we decided to cancel with Drift and asked them for a full credit. Rather than issue a full refund they tried to assure us the problem was fixed but in our mind, that ship had sailed. Then they offered to credit us for half of what we had paid as if it were something we could negotiate on. In my experience, if a product or service doesn't do what it is supposed to the customer should be credited in full.

Beyond this core functionality not working there were other bugs that support was able to solve but it seemed to always be something.

Recommendations to others considering the product

Be careful. On the surface, Drift felt great but the deeper we got the more bugs we uncovered. Ultimately we decided to back away but it has been like pulling teeth to get a full credit.

What business problems are you solving with the product? What benefits have you realized?

We wanted to make it easy for prospects to get info via chat and a bot and seamlessly schedule a meeting with an advisor. We were not able to go live with Drift because their integration with Microsoft broke

Drift review by Alexandra B.
Alexandra B.
Validated Reviewer
Verified Current User
Review Source

"Incremental Lead Flow & Incredible Customer Experience"

What do you like best?

Since installing Drift over a year ago, we've been able to add significant incremental lead flow month over month and year over year. Drift provides buyers with one more avenue to engage with us and ultimately allows them to talk to a sales rep in a quick and efficient manner.

What do you dislike?

There are small features that are not part of the product that would make bot building more intuitive. However, the team is so agile that they have added several features we have suggested.

What business problems are you solving with the product? What benefits have you realized?

Our business is complex and we have a lot of support-related questions that our BDRs used to have to field on a daily basis. Drift is able to service these individuals and only surface the quality conversations to the BDRs. The BDRs are now spending their time on opportunity-generating activities and our customers and prospects are getting answers quickly.

Drift review by Benjamin C.
Benjamin C.
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Verified Current User
Review Source

"Neat idea, executed well, works better for some business models than others"

What do you like best?

Drift is pretty easy to set up and has a great customer success team to get you started and keep you going. Definitely some smart cookies over there. The base premise of their product (people are sick of forms and just want to talk) is logical and something marketers should embrace.

What do you dislike?

They seem to ship out updates pretty rapidly. This is both a good thing in that they add new things often but the flip-side is that a lot of them aren't particularly polished. Things like the email extension were pretty wonky when they came out. There are also a few things that would be great to see in the future, especially proper A/B testing.

This is also less an issue an issue with Drift and more with the concept of lead-gen focused chatbots, but I'd imagine Drift would be more effective for companies that target smaller businesses than larger businesses.

What business problems are you solving with the product? What benefits have you realized?

Mostly generating more qualified meetings/leads by making it easier for prospects to engage with our sales reps.

Drift review by Ramon H.
Ramon H.
Validated Reviewer
Verified Current User
Review Source

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

What do you like best?

- 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.

What do you dislike?

- 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 (500$ a month). 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 1000$ a month for a year upfront? 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.

What business problems are you solving with the product? What benefits have you realized?

- 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

Drift review by Alyssa O.
Alyssa O.
Validated Reviewer
Verified Current User
Review Source

"Thinking about using Drift? Beware. "

What do you like best?

The actual software is very sophisticated and when implemented correctly could have a lot of value.

What do you dislike?

I began a contract with Drift back in May. What the system does is really incredible - IF they spend time to help you implement it. From the beginning, I had to be proactive in asking for their team's support over and over again (they'd rather send you to tutorials and make you do the hard work of figuring things out on your own time). This unfortunately is not conducive for me as a fellow small business owner in Boston who has limited time. You would think at such an expensive price point, they would have better implementation and care for their customers to ensure they make the most out of their investment. Between my busy schedule and their limited availability for training time - it took 3 months to get a playbook written and ready to go live. I was charged full price for the 3 months I didn't even use drift - and they didn't even have the courtesy to call me to check in on why implementation was slow and offer solutions for me. It then came down to me asking if they would apply my credits toward future months when I'd be operable (not a refund but application of credit to the future and a long term commitment thereafter) and they refused saying they don't offer refunds for inactivity. In the end, it's important to know this company chose to make $700 in the short run and lose a customer altogether instead of working with that customer to find a solution for the long-haul. Finally - just go to Drift's website and look at the brands they claim to work with. Over half of them no longer use drift and use other providers. This company clearly suffers in the department of customer happiness and retention. I highly advise you give your business to another company that deserves it.

Recommendations to others considering the product

Not for small businesses. Unless you have the time, ambition and money to waste on getting Drift implemented - I'd recommend choosing another provider.

What business problems are you solving with the product? What benefits have you realized?

They need better business practices and to care more about cultivating long term relationships with their clients that are MUTUALLY beneficial.

Drift review by Justin B.
Justin B.
Validated Reviewer
Verified Current User
Review Source

"Drift - the best marketing investment Wicked Foods has ever made"

What do you like best?

Drift is a highly effective online conversion tool. It was easy to implement and learn how to use for our team members. The recorded live chat transcripts help us learn what works and improve continually. New features such as calendar and email integration are giving us new opportunities to deepen our customer relations.

What do you dislike?

Keeping up with the new features - definite FOMO effect if I don't put the extra yards in to learn how to incorporate these in our marketing.

Recommendations to others considering the product

Any business with a website will benefit from implementing the Drift conversational marketing platform. It integrates well with other platforms such as Hubspot, Salesforce and even Gmail. The company is highly focused on continuous improvement/customer experience - I can actually see it becoming a full CRM platform in the medium term. If you want a taste you can also listen to the Seeking Wisdom podcast featuring the CEO and CMO - excellent general business and life advice in an entertaining format.

Also have frequent online demos and Q&A's to help flesh out how it can work for you. Test them out by booking a meeting using Drift on their website.

What business problems are you solving with the product? What benefits have you realized?

Qualifying and converting online leads to customers - running above 50% versus 2% for general website traffic

Making our customer experience much better by a) live help/website directions and b) learning their pain points and changing our website

Training our team using the communication techniques with proven results as shown by Drift data

Drift review by Matthew J.
Matthew J.
Validated Reviewer
Verified Current User
Review Source

"We converted someone in less than 1 hour after implementation!!"

What do you like best?

Super easy to install and integrate into the site. It was easy for us to add additional members of our team. With both the app, site and Slack integration we are easily able to connect with our customers from anywhere immediately without feeling like we might miss something.

What do you dislike?

I was originally not thrilled we needed to upgrade plans to add an additional member, but after a few days Drift more than paid for itself.

Recommendations to others considering the product

We looked at over 5 other competitors before going with Drift and felt that we made the right choice by far.

What business problems are you solving with the product? What benefits have you realized?

Originally we wanted to use Drift because we were worried there was a bottleneck in our checkout process and wanted to quickly identify and help answer our customers questions. What we found was that we needed to add information about products to our website that we had overlooked or thought was not important. By talking to our customers in real time we have been able to answer questions quickly and convert. In our first 2 weeks we have already converted 6 customers that were on the fence.

Drift review by Vitaliy V.
Vitaliy V.
Validated Reviewer
Verified Current User
Review Source

"One of the best conversational marketing experience out there"

What do you like best?

Many localizations

Really interactive bot experience with various skills

Friendly support

Top notch UI/UX

Free Bot skill with automated, interactive Documentation insights

Free plan

Branded, customized documentation Drift page and Consultants profile pages

What do you dislike?

Few bugs related with Russian localization under Drift Help compartment (at least what i've recently faced).

Relatively expensive Bot paid skills. Would be great to see a suitable plan for early-stage startups.

Recommendations to others considering the product

If you really want an automated conversational experience with your leads, I highly recommend Drift. A comprehensive playbook for your marketing scenarios. It really works.

What business problems are you solving with the product? What benefits have you realized?

Automated booking for product demo (integrated with business calendar).

Automated product insights for our leads (integrated with technical documentation and setup guides).

Automated engagement to help convert visitors into leads and help them take a decision.

One place to track and gather engaged visitors data.

Automated notifications and consultants routing.

Drift review by Josh M.
Josh M.
Validated Reviewer
Verified Current User
Review Source

"Drift is absolutely brilliant."

What do you like best?

Drift's ease-of-use, design and pricing makes it whole lot better than other live chat platforms such as Crisp, Freshdesk and Intercom. The amount of features you get in the Free plan is amazing, so I would recommend to anyone who's on a budget but wants the same features you would expect from paid software. Drift Help is my new favourite feature of Drift and helps a lot of my clients.

What do you dislike?

The speed of the dashboard could possibly be slightly better, but apart from that, I have no concerns with using Drift.

Recommendations to others considering the product

The free plan is great to start off with.

What business problems are you solving with the product? What benefits have you realized?

Live chat allows us to communicate with potential clients in a much simpler way than joining our Discord server and creating a support ticket, which can sometimes take a while. The new Drift Help product also helps our clients get the help they need without speaking with a representative, which is one position we don't have many staff for.

Drift review by Jeanne Hopkins j.
Jeanne Hopkins j.
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Verified Current User
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"When you need pipeline coverage, Drift will help get you there quickly."

What do you like best?

We tested Drift during Q4 2017 and deployed on our large English language site with one product range in January, adding a second product group in February. Then, we started Drift in Spanish and Japanese (on the specific language sites). In the 10 weeks since our start with Drift, Ipswitch sales team members have generated $629,478 in pipeline coverage via 63 MQLs and 48 opportunities created. With our playbook, the Drift chatbot has effectively dealt with 100s of questions for free products that do not receive technical support; 100s of questions about where to go for technical support; and 10s of questions about sales. Using Drift, we've been able to focus on the questions that matter - those that turn into opportunities and pipeline. Our IT team refused to help with the implementation, so our Digital Marketing team hooked up Drift with Marketo which automatically syncs with our instance of Salesforce. A hack-y way to do this, but we wanted to make it work quickly.

What do you dislike?

For some reason, Outlook does not recognize the notifications from Drift in its rules, and the sheer flood of inquiries via Drift were bloating my Inbox.

Recommendations to others considering the product

When you are looking to balance sales and marketing, leveraging Drift gives you the ability to see what sales team members are doing (or not doing). Oftentimes excuses between the two silos in any given organization lead to finger-pointing, but the real data is helpful in supporting conversations that can deliver revenue.

What business problems are you solving with the product? What benefits have you realized?

Moving. Faster. Our sales team had been using LiveChat unsuccessfully. With the implementation of Drift, we can track the level of interest in our products and follow up with sales team members in real time. We have leveraged Cloud Task to monitor Drift during regular business hours, and are now expanding into weekends and longer hours during the week. We find that our customers and prospects look for answers 24/7 and Drift helps us to answer them quickly and effectively.

Drift review by Joshua S.
Joshua S.
Validated Reviewer
Verified Current User
Review Source

"Drift connects me to website visitors 24/7 and now I have it, I couldn't imagine going back"

What do you like best?

Drift integrated into my WordPress site and was up and running in 15 minutes. Setup couldn't be any easier! From then on it has given me a new communication platform that I now use in preference to email. Need to contact me? Go to my site and use Drift! I get a conversation rather than back and forth of email and it helps drive traffic. If I'm not there then we can use legacy email. The mobile app allows me to answer questions, generate leads, and get real-time feedback on my content no matter where I am. Now that I have Drift I couldn't imagine running a website without it unless I wanted to go back to not knowing what visitors think, need, and not being able to talk with them.

What do you dislike?

Mobile app on Android cycles back through conversations when using the back arrow after switching focus to a conversation, rather than taking you back to the main screen, which is annoying. It's either a bug or an odd design choice. Hopefully, they will fix this soon, but it's not a barrier just a mild annoyance.

Recommendations to others considering the product

Drift is building a platform that is genuinely changing the way we do business to match modern expectations of a customer. You might compare it to any chat based solution today and try to make a choice, but you are doing yourself and Drift a big disservice. It's not that they can give you the same thing you might have already had but better, it's where Drift continues to expand on a monthly basis that is most important for me when choosing a solution.

What business problems are you solving with the product? What benefits have you realized?

Visitors would often get stuck on a question, spend extensive amounts of time figuring it, out or just give up, all of which are bad for business. I can now answer real-time questions from visitors that previously wouldn't have ever filled out a contact form (very rarely did I get any, I now get daily questions via Drift). This also allows me to see the gaps in the content on my website by the common threads of the questions I receive. Together, these 2 benefits are helping me to significantly expand my business and brand.

Drift review by Madeline L.
Madeline L.
Validated Reviewer
Verified Current User
Review Source

"Excellent so far with more features to explore"

What do you like best?

The basics of the Drift platform are very intuitive and easy to use. Integrating with other systems is simple and if you have any questions the Drift team is always very quick to respond in their built-in support chat.

What do you dislike?

Understanding the additional/non-basic features is a little tricky. Like the email marketing etc. The help material is very good around the basics but misses a few key questions.

Because we are operating in more than one time zone, the "Automatic" hours often switch to manual which is very frustrating and often results in visitors being served the wrong playbook.

Recommendations to others considering the product

Make sure that you have one person who is dedicated to managing Drift. Being the admin and also being in the chat require a lot of time and frequent interruption to other tasks. If you are the one manning the chat, (or supervising those who man the chat) you should expect a respectable decrease in productivity on other tasks.

What business problems are you solving with the product? What benefits have you realized?

We are trying to engage visitors to our website and eliminate any inflow of unqualified leads.

Drift review by Ryan D.
Ryan D.
Validated Reviewer
Verified Current User
Review Source

"More revenue, a lot faster, from the same number of leads"

What do you like best?

Drift has allowed our sales team to communicate, qualify, and close leads without forcing everyone through the same funnel. Don't get me wrong, sales funnels are still highly effective, but we always knew there were leads who were ready to be sold to on day 1...we just didn't have a mechanism for allowing these sales-ready leads to "raise their hand." Drift made this "hand raise" possible, and as a result we're closing more leads much faster, and we haven't had to ramp up acquisition spend.

What do you dislike?

Some aspects of the UI weren't immediately intuitive. For example, adding goals took a few attempts, and I found out the hard way that clicking the "X" deletes a stage in a playbook as opposed to closing the window, but these are minor nuances that you learn pretty quickly.

Recommendations to others considering the product

Drift is a great product and a great company. It gets my highest recommendation.

What business problems are you solving with the product? What benefits have you realized?

Faster sales cycles, and our sales team can now qualify and close leads while their still on our site as opposed to scheduling phone calls where no-show rates are brutal.

Drift review by Maximilian S.
Maximilian S.
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Verified Current User
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"Drift helped us increasing our Sales funnel and get qualified Leads to our Sales Team in seconds"

What do you like best?

With Drift you can easily qualify Leads at a stage you are not even aware that they exist. Having Playbooks in place for all your different Landing-/Subpages guarantees that at each point of your funnel, the chat functionality can add extra value to your prospects. The conversations are 100% customizable, so you can always be sure that the right questions are asked at the right point in time. Furthermore, it gets easy for our Sales team to schedule calls with pre-qualified Leads. As we are based in Germany, but work together with a lot of companies in the US, Drift's calendar integration gets straight to the pain point: time tone difference and multiple emails back and forth until you find a suitable slot are gone. People can so easily pick a slot from your sales reps calendar and get the bridge for the call instantly - it is fascinating.

What do you dislike?

Drift can become confusing sometimes through the sheer endless possibilities that one gets. New features, options, and undiscovered functionalities. Yet, and that's the good part about this, their customer success reps do one hell of a job keeping you up-to-date!

What business problems are you solving with the product? What benefits have you realized?

Drift basically enables us to funnel prospects on our website and qualify them in a matter of seconds. If they can not be qualified by the bot itself, one of the Sales reps can easily jump into the conversation and qualify the leads manually. Herewith, sales conversations get a lot more frictionless and it is easier for our sales team to find out what exactly the lead is looking for. Furthermore, a lot of Leads that potentially wouldn't even bother writing you an email sometimes give the bot a shot - or you can directly ping them. This enables us to actually increase the size of our Sales funnel as well.

Drift review by Robert G.
Robert G.
Validated Reviewer
Verified Current User
Review Source

"Drift has enabled Swipii to convert more web traffic into real conversations, leads and sales"

What do you like best?

Drift has enabled our business to filter out the huge volumes of traffic coming to our website so we can focus on prospects that are truly interested in Swipii. Using Drift we can ask those all important pre-qualifying questions that determine very quickly if a business is a good fit for our product - and once we identify these hotter prospects we can jump in and start having real conversations.

What do you dislike?

My only dislike is in essence a positive - Drift are adding so many new features and refinements, and at such a pace, that there is the risk that we fall behind in using it to its full capacity. I think it would be beneficial to spend more time getting to know some of the newer features better before being overwhelmed with new updates and UX/UI changes.

Recommendations to others considering the product

For newbies, I would keep your playbooks simple to start with. Collect some good data. Analyse it. And iterate from there. Don't get to fancy with a lot of pre filtering questions.

What business problems are you solving with the product? What benefits have you realized?

Drift has allowed us to engage more effectively with our website traffic instead of losing leads for good. The speed at which we convert traffic to leads has improved greatly and once these leads are passed to sales they are much warmer than many of our other lead sources. A huge benefit is also the fact that Drift works seamlessly even when no one is in the office...so we are coming into new leads every morning which is always a positive for sales and marketing.

Drift review by Joshua H.
Joshua H.
Validated Reviewer
Verified Current User
Review Source

"You have questions? Drift has answers"

What do you like best?

The platform is growing at an impressive rate, so are the available features and releases that occur on a monthly basis. We are an agency partner and love exploring the capabilities of the platform with our own clients, getting our prospects excited about engaging their website visitors to start a conversation. I have worked with industry competitive marketing automation platforms which require 10x the effort, for the same result.

What do you dislike?

There is an intermittent issue at times where playbooks and drift buttons take a bit longer to load, which creates an awkward situation where the user is forced to reload a page or wait for the bot to respond to an action. This has improved over time but can be added risk.

Recommendations to others considering the product

Start with chat, upgrade as you learn the platform and understand where your need fits the platform and vice versa. I'd also recommend that you have a steady volume of web traffic (3-5k visits per month at least) before considering heavy implementation of the chatbot technology, as the costs will need to relate to closed deals and sales.

What business problems are you solving with the product? What benefits have you realized?

Creating minimal and engaging conversation opportunities throughout a website experience. Users are often faced with many questions when prospecting to solve a problem or look for a service that you offer, having an open door for the user to engage and communicate with you, and your team is crucial in the world where we all depend on some sort of instant messaging platform (Facebook Messenger, What's App, etc) We realize the benefits of "being there" and ready to answer someones question far outweighs the hundreds of blog posts and articles you expect your users have time to comb through.

Drift review by Mike V.
Mike V.
Validated Reviewer
Verified Current User
Review Source

"Higher Engagement with Your Best Prospects"

What do you like best?

Being able to make sure the sales team only interacts with the best fit prospects makes sure we have more engagement with the leads that will become big deals, and at the same time being able to automate interaction with the lower value leads.

What do you dislike?

Needs to be more complete - they have branched out from just conversations to now email and added some reporting too... I'm looking forward to having even more capabilities.

Recommendations to others considering the product

There is really nothing out there like it. So if you buy into conversational marketing (and you should), this is how you do it. You can start with a lower cost plan and upgrade over time, but most enterprises will probably just begin with the highest level plan because of the ABM and similar features.

The team and support are awesome, they are very personal and responsive. They are constantly improving the product and sending customer updates about new features and enhancements.

Their entry level product is cheap and a great deal. On the other hand their enterprise version has a lot of great features for companies who do ABM, but it can get pretty expensive. The ROI is there for sure, it is just not a small investment.

What business problems are you solving with the product? What benefits have you realized?

Drift helps us engage with more Fortune 2000 companies (which is our target market) which is extremely valuable because of how big those deals are. We have booked multiple demos with Fortune 500 companies using Drift.

It also allows us to have an automated but personalized interaction with lower value leads.

Drift review by Joseph J.
Joseph J.
Validated Reviewer
Verified Current User
Review Source

"Our review after having 800 conversations using Drift"

What do you like best?

We were among the first to use Drift. It didn't replace an existing chat client for us. And there is good reason for it. Drift was free. Plus we didn't need any onboarding to use the chat program or the playbooks. It is probably the easiest software we've ever relied on so much that has been so easy to use in the beginning. We've now grown with the product and are using more features.

We make lots of websites that help companies and primarily their sales teams connect with prospects viewing the site. A website doesn't answer every question for a prospect and you have so many people on your site ready to buy, but they still might not want to talk to someone in sales. Drift solves this for us and our clients for these reasons not ranked in any order:

1. Anyone can use it. It's easy.

2. It has an app and a slack integration so you can have conversations as easily as you can texting someone.

3. The screen takeover is awesome for the end user. It is extremely user friendly on mobile. This means it's just as easy for your visitors to chat. As easy as it would be for text messaging.

4. You can set messages and "playbooks" to behave in a unique way for targeted pages. This allows your messaging to be contextual. This is helpful to your visitors and the members of your team. Contextual conversations are critical. Everyone comes into the conversation informed.

5. The same context can be set using personalization. You can setup rules for specific contacts. This is amazing. You don't want to greet a long time customer the same way you would a new visitor.

6. Drift respects the visitors privacy. Conversations are not gated by an email. This allows the visitor to choose their own level of engagement. No one trusts that giving an email is used to help them. Everyone expects that giving their contact information invites a pushy sales conversation. This is huge b/c the entire product is built around this philosophy. By removing the gate, so many more people are willing to have conversations.

7. You are able to take your conversation offline and outside of the chat window. By having such a visitor friendly and user friendly interface it leads to a lot of dialogue and the visitor will ask to take the conversation to a meeting, a call or an email.

8. You can match contacts to team members. If a member of your team is already connected to a contact, the contact will see that member of your team and not a new face greeting them on the site.

9. You can match pages to team members. This allows you to match expert members of your team on the subject matter related to the page.

10. Playbooks and bots. I was reluctant to use the bots. However with playbooks, bots are super helpful in guiding visitors through things like FAQ's or answering standard questions. It is also super helpful setting up a meeting or booking a time. It is so much more helpful combining the bot as a helper to the person on the team.

11. The most important thing! Funnel Compression: Traditionally funnels have been setup to create engagement. Content is gated through a form. Then an email is sent out (sometimes to another form). Then the prospect is put into a nurture sequence or drip campaign. The goal is to continue to work the prospect through the funnel until they are ready to buy. But this in reality is often unnecessary and misused. With Drift you can take a top of the funnel browsing visitor and let them engage on their terms. Often what seems to be an FAQ discussion leads to a sale very quickly eliminating all of the other stuff that gets in the way.

There are many more advanced features and new features that I didn't cover. My best suggestion is to take a look at the Drift website to see them all.

When you get there use the program as an end user.

And then with a few clicks try the free version of Drift.

In full transparency, I run a partner company to Drift. However the partner program is brand new and to date I have not done any paid work with that program. We were among the first users of Drift and this review is based on our own business experience with it. We've recommended it 100 times not even knowing that they'd even have a partner program.

What do you dislike?

Drift has become so relied upon for our visitors and our team, I would love it if the product team made an even better way to notify our team. Like the bell that rings on a shop door. We can never be annoyed enough by the sound of a new visitor.

Recommendations to others considering the product

My best suggestion is to take a look at the Drift website to see all of the features to consider how Drift can help your business in the long run.

When you get there use the program as an end user.

And then with a few clicks try the free version of Drift.

It is extremely easy to get started unlike some other freemium products.

What business problems are you solving with the product? What benefits have you realized?

Drift reduces friction from being easy to use for the visitor and the user on your team.

We're currently at 799 conversations. I'm sure by the end of the day we will be at over 800. Many of those conversations have created sales we would never have had otherwise. And it has also made things so much better and faster for our buyers and our team.

Drift review by Markus P.
Markus P.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Drift helping our pipeline"

What do you like best?

The best part is that after setting up the bot, our lead conversion has skyrocketed. With constant development of the bot, we are able to serve our leads and customers with a more personalized grip and more importantly when the visitor wants to be helped.

Giving space and time for the lead to work out the problem through conversation in their time schedule has been found profitable.

For someone who works in sales, I have been able to help people in right time after the time spent on qualification and data input have decreased.

What do you dislike?

So for, I have no complaints. I get help from the support when needed and it works as wanted (all minor bugs have been fixed quickly).

What business problems are you solving with the product? What benefits have you realized?

As mentioned, the best part is the lead qualification. Sparing my own time and sparing leads time. Cutting down the timeline between the initial touch and the problem solved / guided towards right direction.

Drift review by Eric P.
Eric P.
Validated Reviewer
Verified Current User
Review Source

"Drift drives real-time conversations"

What do you like best?

I love the way Drift enables our organization to interact with web visitors, even when we're not present. More than a chat solution, Drift is a conversation generator. The ability to seamlessly integrate bots, live chat, and scheduling solutions makes it easy to take a quick question all the way through to a sales meeting.

What do you dislike?

I'm looking forward to the development of additional integrations with other software platforms we use. Existing integrations are great, but they need more.

Recommendations to others considering the product

It's super light to implement and trial, so go for it. Once you give it a try you'll love it. It pays for itself in no time.

What business problems are you solving with the product? What benefits have you realized?

We're having conversations with a much larger percentage of our web traffic. The primary benefit has been more leads in less time. The efficiency gain for our prospects has made engaging with us easier. We've cleared the path with Drift for both our prospects and our business development reps.

Drift review by Tom W.
Tom W.
Validated Reviewer
Verified Current User
Review Source

"Drift is so much more than just live chat"

What do you like best?

With a community of over 300,000 RapidMiner users, there's no way that a legacy live chat box was going to work for us. We use Drift bots to engage our users, answer common questions, and offer human help when needed. Behind the scenes, the bots ask some qualifying sales questions so that we know where to invest our limited resources. The end result is that we're able to help our users 24/7 while uncovering users who are ready to have a sales conversation with us.

I also love that Drift is a great development platform. I've created a few simple Drift applications, for example one of our bots allows the user to search the RapidMiner knowledge base right inside the conversation window.

Drift releases new products every month, and I can't wait to see what they deliver next (and next, and next, and...)

What do you dislike?

I wish Drift had better support for the Microsoft ecosystem. Sometimes they release new products that only work with Google at first.

What business problems are you solving with the product? What benefits have you realized?

Drift influences over 33% of the new sales pipeline we create each month, and it has been the source of some of the largest deals that we've closed at RapidMiner in the past 12 months. I can attribute well over seven figures of ARR to conversations that started on Drift.

Drift review by Chris H.
Chris H.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"An amazing platform for connecting better with my customers and pipeline"

What do you like best?

I am having more conversations and setting more sales appointments than ever before. The mobile app helps me stay connected to the conversations folks are starting on our website.

This platform connects to almost everything very well (like Salesforce, HubSpot, Marketo, etc...) but it seems like they are eating those platforms lunch on usability. It's just a beautiful product to use.

What do you dislike?

With the rapid pace of development, it's hard to complain about anything; because most usability issues I have ever spotted have been immediately fixed (I'm talking about "day of") I'd like to be able to dig into the contact database a little more with the mobile app to send emails and build dynamic segments.

Recommendations to others considering the product

Listen to the back catalog of the Seeking Wisdom podcasts to learn a little bit about the folks behind it.

Look at their update schedule. They improve the product every month!

This is the team that built another company's Marketing/Sales product that went to IPO. Innovation has slowed at that other company since these folks left.

What business problems are you solving with the product? What benefits have you realized?

As a busy professional, I don't have a lot of time to work on my pipeline. I rely heavily on folks engaging with content on our website and reaching out with questions. Over the last 30 days, 12 out of the last 17 initial sales calls have booked time with me through the calendar scheduling system within Drift.

Drift review by Alex F.
Alex F.
Validated Reviewer
Verified Current User
Review Source

"Conversational Marketing Made (somewhat) Easy"

What do you like best?

In just a few months, Drift has become one of our leading sources of sales opportunities. During business hours, Drift's Chat Bot quickly qualifies visitors and passes the best to the sales team. Offline, the Chat Bot qualifies, answers simple questions, and also sets up sales meetings with potential customers. Prospects like getting their questions answered quickly without filling out forms.

Top Reasons we Love Drift:

* Combining the Drift Chat Bot with live chat has allowed us to surface more sales opportunities faster

* iOS and Android Apps allow reps to answer chats when away from their desks

* In addition to providing helpful hand-holding, our Success Manager has helped us navigate a complex Drift-to-Marketo-to-Salesforce integration

What do you dislike?

While Drift lacks some features that we are looking for, the company has proactively addressed many pressing issues. Currently Drift is not fully adaptable to non-English websites. Drift's Marketo integration is improving but still does not allow us to send chat transcripts to Salesforce. The new email sequences feature does not work with Outlook 365.

What business problems are you solving with the product? What benefits have you realized?

We had other chat software in the past that lacked sophisticated chat automation and our sales team spent too much time on unproductive chats. Also, our previous chat software was not fully integrated into Salesforce, making it hard to understand the software's impact on revenue.

Drift review by Brian F.
Brian F.
Validated Reviewer
Verified Current User
Review Source

"Conversations > Forms"

What do you like best?

Not only is the user interface fluid and easy to use but the setup to test out how it works on your site is seemless. On top of that the integration with notifications and customization within Wordpress made this one of the easiest tools I've ever setup and configure for my site.

What do you dislike?

I wish more sites would focus on features around one objective like drift does so the only thing I dislikes is that other tools aren't copying the model and setup that Drift does for customization and configuration

Recommendations to others considering the product

Test it out and compare the type of questions and engagement you get on the chat to those in your forms.

What business problems are you solving with the product? What benefits have you realized?

I'm a speaker and podcast host and preach the power of community and conversations yet on my website filling out a form is such a form task that most people would leave my site to go to social media to engage me. This tool has not only increased the number of conversations happening on my site but changed the engagement from formal to personalized which allows me to really engage and provide value.

Drift review by Remington B.
Remington B.
Validated Reviewer
Verified Current User
Review Source

"Drift is lightyears ahead of other chat platforms"

What do you like best?

The ability to take livechat & bot chat experience and connect it to normal navigation (ie: page menus etc) is amazing. Any time that I need help drift has the answer and even provides additional recommendations too. We moved over to Drift because we wanted to increase the conversion rates from the forms being submitted. Chatbot playbooks have been a natural way for us to do this.

What do you dislike?

Would love to see more emphasis on the HubSpot integration. The field mapping and integration could be stronger IMHO - Would love to see revenue tracking here (just like in salesforce).

Recommendations to others considering the product

Try is out, talk to them - Their support staff and company in general are quite inspirational.

What business problems are you solving with the product? What benefits have you realized?

We have been using Drift and have seen some incredible increases in conversion rates. The amount of people who are engaging in conversations is pretty compelling and it's working great to allow us to answer more questions that prospects have that we wouldn't have known if waiting on a form submission.

We've implemented the scheduling tools for all staff members and now clients can make meetings with our staff without the back and forth.

The sales cycle has even shortened drastically, we've gone from a 4-5 call close to a few projects going through with a live chat and a 1 call close. That's definitely affecting the ROI. Great Solution!

Drift review by Guido S.
Guido S.
Validated Reviewer
Verified Current User
Review Source

"Good for Lead Gen, now awesome for support"

What do you like best?

The service I got was amazing. Both Alyssa and Ally were awesome, providing everything we needed even though we didn't use Drift for its 'pure' use case.

What do you dislike?

The UX of the platform isn't great, the analytics capabilities is almost non-existent to a performance marketer, as you can't really draw any insights from the reports Drift provides.

Last, I feel like the system is a bit monotonous in a sense that if you don't use it for the traditional things it was built for, you don't really have a chance to succeed with it.

What business problems are you solving with the product? What benefits have you realized?

We tried 2 main use cases:

1. Push people down the signup funnel by asking open-text questions

2. Have potential clients schedule calls with sales representatives based on triggers from the ClearBit integration

Drift review by Александр .
Александр .
Validated Reviewer
Verified Current User
Review Source

"Magnificent tool for your e-business"

What do you like best?

The integration is easy. The widget works smoothly and user friendly. You have numerous options to customize the widget from admin panel, plus you can monitor all the statistics of the chat. The support is the one thing that is really magnificent about Drift. Support team will always help with any issue almost immediately, no matter what plan you're subscribed to (even free).

What do you dislike?

There're some problems with the widget on mobile devices. Sometimes the widget doesn't open on tap, but only on like 0.5 seconds hold. As I know, they are going to resolve it soon

What business problems are you solving with the product? What benefits have you realized?

The chat is actually helpful for any type of e-commerce website. I've noticed that a significant part of site visitors actually use the chat to inquire of products.

Drift review by Alex H.
Alex H.
Validated Reviewer
Verified Current User
Review Source

"My Go-To Chat Tool for Several Reasons"

What do you like best?

There is always something special about a free, entry-level version of a product. With Drift, you get more than the typical lite or stripped down version. It is really awesome to be able to utilize their customizable branded chat on any website I create. It goes along way in providing even more value to my clients. Love it!

What do you dislike?

I have no complaints. If you want to add amazing capabilities, these guys have *many* to offer.

Recommendations to others considering the product

It’s got super powerful features if you need and the price point to love if you don’t. A win either way.

What business problems are you solving with the product? What benefits have you realized?

We are using drift to provide a much more welcoming presence and personality to the visitors of our e-commerce shop. It allows us to communicate more easily and provide helpful information at a moment’s notice, without complication. It has been a very helpful tool and will only grow in its service to us as we grow with our business. Highly recommended.

Drift review by Rachel M.
Rachel M.
Validated Reviewer
Verified Current User
Review Source

"Drift is everything we were looking for in a live chat platform!"

What do you like best?

One of the best features of Drift is the mobile app. This ensures we don't miss a lead and can communicate with our clients no matter where we are. The automatic messages drift sends to customers is also a key feature our company enjoys.

What do you dislike?

It's not easy to see who is on what page of the website. I've used other live chat platforms that have much stronger analytics. But for our small company who's not selling a product, Drift works great!

Recommendations to others considering the product

This is a very cost effective live chat platform that is sure to improve your customer service.

What business problems are you solving with the product? What benefits have you realized?

We are able to promote our blog a lot more using Drift because if anyone has a question we can answer with a direct link to our blog. We've gotten a lot more leads from the Drift chat because customers see that we're willing to help with the automated messages they receive.

Drift review by Yitz F.
Yitz F.
Validated Reviewer
Verified Current User
Review Source

"Best Sales Enablement tool ever"

What do you like best?

I think the Chatbots are one of the strongest tools there. You can cut back on SDR time in taking chats, by seeing who is qualified. Bots also answer a lot of the common questions you will have which will leave SDR time to hunting.

Drift also adds in other capabilities like email cadences, landing pages, intel on customers, lead routing, and ability to see if someone opened/read your email.

Drift allowed me to use one tool instead of 3 so obviously saved me money .

Plus my Account Manager. The support we get from Drift is really amazing. They are always there to help, and even if our AM is not around, someone from her team is there to help.

Bottom line, they have a customer for life

What do you dislike?

As with any SW companies there are bugs from time to time, but they are very quick and agile about fixing those.

I dont really like the calendar in email option, as you can only choose dates and not specific time slots on those dates which would make things easier as a sales exec.

What business problems are you solving with the product? What benefits have you realized?

Time and Money.

I am saving time, having the chatbots do the qualification for me. I can see who is serious from the answers I get and whether I want to engage the lead.

The data is then synced to SFDC where I can see the chat at a later point . I can also choose to have different bots for different pages, allowing me to be more dynamic and more specific in my messaging, resulting in a higher conversion rate

Drift review by Andy W.
Andy W.
Validated Reviewer
Verified Current User
Review Source

"Product works well, support is excellent, they regularly share best practices"

What do you like best?

The chatbots are easy to set up but have a lot of advanced features that enable routing, different bots on different pages, integration with Salesforce, etc. There is an in-product support bot and they are quick to respond and help you while in their interface. They regularly host webinars that share best practices that help me constantly improve my chatbots.

What do you dislike?

Sometimes people interact with our chatbots that enter profanity, offer up pornography, or ask random questions like how to jailbreak their iPhone. We shut those conversations down quickly.

Recommendations to others considering the product

I was skeptical and tried Drift as an experiment to see if it works. It works really well and I'm very happy I made the decision to move forward.

What business problems are you solving with the product? What benefits have you realized?

We use this to set sales meetings. We set a few meetings every week. We also use it to engage people on our careers page and route to the hiring manager to sell the visitor on why they should apply.

Drift review by Jake D.
Jake D.
Validated Reviewer
Review Source

"A great product and a great team"

What do you like best?

The team at Drift. From the first interactions we had with our sales rep, to our awesome customer success manager, to the senior leadership making themselves available to me and our team. Additionally, the product from both an end user and admin perspective has gotten easier for us to use and master with time. In all seriousness, it's been a game changer for us.

What do you dislike?

There are some UI/UX pieces that are more of an annoyance than a barrier, but their product team and customer success team have been great at listening to our feedback and it seems like on a monthly basis, the features we've requested or bugs we've spotted are getting added and fixed.

Recommendations to others considering the product

Make sure there is clear buy-in from both sales and marketing leadership and end users. We've found that alignment essential in making our experience positive.

What business problems are you solving with the product? What benefits have you realized?

Drift has been an incredibly efficient way in converting website visitors into revenue for our company. Previously our live chat software was a free for all with not too much structure. The Driftbots have been immensely helpful in prequalifying our chat conversations and setting up our business development team for the most efficient and quality conversations. It has taken a lot of experimentation and buy in from both sales and marketing, but what we realized was that with the right rep training, we are more quickly able to get meetings scheduled, demos completed, and from there new customers. Additionally, we have found that leads generated from Drift have lead to larger deals than we would have imagined.

Drift review by Morganne H.
Morganne H.
Validated Reviewer
Verified Current User
Review Source

"Nice product but comes with a learning curve + hard to measure success"

What do you like best?

I love the design of the bot itself and the entire concept of the product, conversational marketing. It's caused me to think in new ways about marketing for my B2B company. I'm also a huge fan of the Drift brand (shoutout to DC & DG, love your podcast!)

They also roll out new features fast, which is really nice.

What do you dislike?

I have received poor response time and delayed follow up from the 2 account managers I've worked with at Drift. The second one is much better than the first, but it still takes several business days to get a response, oftentimes requiring me to nudge them for an answer.

The analytics/reporting features of Drift are also complicated and hard to navigate. I find it hard to get answers to simple q's b/c of the platform's navigation for reporting. I do like the new playbook analytics visualization, but the fact that that resets anytime you update the playbook is frustrating (i.e. I understand the point behind that, but I want to keep the analytics for very simple changes; at least save them historically somewhere!).

Recommendations to others considering the product

Make sure you have someone on your team who has enough time to adminster Drift. I'm that person on my team, but with a ton of other hats/responsibilities, I don't think I'm getting as much as I can out of the platform because of a) my time and b) the complexity of the Drift platform.

What business problems are you solving with the product? What benefits have you realized?

I purchased this product in order to book more meetings for my sales team. However, this product has honestly required more work than results.

Drift review by Mike T.
Mike T.
Validated Reviewer
Verified Current User
Review Source

"Drift Playbook Building is Easy and Intuitive"

What do you like best?

Drift's easy and intuitive playbook design is wonderful. I was able to enable chatbots designed for every page of our website with ease. Their development team has thought of everything.

What do you dislike?

My only dislike of the drift platform is the vertical only flow. It is hard to conceptualize the logic tree when there are so many lines running beside it. Introducing horizontal flows would be great.

What business problems are you solving with the product? What benefits have you realized?

We currently don't have a great protocol for dealing with current and former clients and our phone system is pretty mediocre so this helps solve their most basic problems or connect them to the proper representative. We also use it for lead generation and setting meetings for the sales team.

Drift review by Kathleen Slattery B.
Kathleen Slattery B.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great solution for increasing website conversions and connecting directly with your audience"

What do you like best?

As a marketer, I love that Drift gives me the tools needed to directly engage with our customers, prospects and audience via our website. There is no better way to understand their challenges, questions, and needs than to hear it from them directly and the intelligence I get from these interactions is invaluable in informing my company's marketing strategy. Our sales team also loves Drift because we are able to quickly qualify website leads and set up meetings.

What do you dislike?

I wish it were a little bit easier to quickly understand which Drift playbooks are performing best and how to identify where we are losing prospects so that we can optimize those playbooks and increase our conversion rates.

What business problems are you solving with the product? What benefits have you realized?

Capturing qualified leads from our website. Since implementing Drift, we have seen our visitor to lead conversions increase and we're better able to qualify the leads we are getting which allows us to reduce the amount of time our sales team wastes talking to unqualified prospects.

Drift review by Jason C.
Jason C.
Validated Reviewer
Review Source

"Director, Business Development"

What do you like best?

The product has helped generate several high-quality leads for our team. We typically let the DriftBot run in offline mode, which helps create a decision tree for users. This tool allows us to not only qualify real leads, but helps de-qualify leads saving our sales reps a lot of time and energy. Our team will hop in to the tool to chat with prospective leads, which has yielded a lot of great results.

What do you dislike?

I wish the tool was getting smarter based on AI or Machine Learning. Currently, it only gets smarter if you manually update it or work with the Drift CSM team. Their CSM team is great but it would be nice to get updates from the software.

Recommendations to others considering the product

I would recommend focusing on live chat to start, then leveraging all of the other services Drift has to offer. We started smaller and focused but have expanded overtime which is the right strategy, IMO.

What business problems are you solving with the product? What benefits have you realized?

Drift really helps us qualify & disqualify prospects on our website. Typically, we see a few thousand visitors a month and convert a small percentage of those into qualified lead whom fill out a lead form. We've used Drift to increase that percentage and drive more opportunities.

Drift review by Brian G.
Brian G.
Validated Reviewer
Verified Current User
Review Source

"Drift is a GAME CHANGER!"

What do you like best?

Love their responsive customer success and dev team! There are few companies out their that truly have your best interests in mind (especially in growth mode). Drift takes a refreshing approach to sales, CS, and development and we have had an incredible experience over the last year while implementing their product (and removing forms!). The way they support their customers is also an inspiration to our team at Pixelz!

What do you dislike?

We've experienced a couple of bugs along the way but the Drift team as been extremely effective in fixing them in a timely manner.

Recommendations to others considering the product

No brainer!

What business problems are you solving with the product? What benefits have you realized?

We run a lean sales organization. With Drift, we're booking 50 qualified meetings per month for our inside sales team and collecting +200 emails per month for nurturing. We also having significantly more live conversations with leads while they're on our site - allowing your best leads to skip the SDR queue is win-win for everyone! ;)

Drift review by Allie P.
Allie P.
Validated Reviewer
Review Source

"Amazing Product & Worth the cost"

What do you like best?

I loved how easy it was to set up the product and how knowledgable, helpful & friendly their support staff is. I was able to figure out how to use the site on my own but they were available with fast and prompt service when I needed them. The conference calls were always on time and kept to the point so my time was never wasted.

What do you dislike?

Nothing. My boss had us cancel the membership despite how much I fought to keep the product.

Recommendations to others considering the product

I would definitely try to work with Ali and Tracey if possible. They made the transition into working with the product as smooth as possible and were willing to help & come up with solutions to make sure our site merged well with the product and the staff would be trained sufficiently.

What business problems are you solving with the product? What benefits have you realized?

It speed up the sales qualifying process. It allowed agents to speak with customers in real time online. It allowed ease of scheduling meetings and instantly putting onto an agent's gmail calendar.

Drift review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"Great support and customer success"

What do you like best?

The support system seems to be well staffed. As with any sales tech platform, reading the instructions or seeing a demo and going about it yourself (salesforce integrations etc) are two very different things. Instead of submitting a ticket through Zendesk, I am able to live chat with their support at all times. Great for getting answers quickly as issues arise.

What do you dislike?

The conversations tab in the interface view. With every interaction being tracked, you get an awful big backup of essentially useless conversations. Although, they did say that if you contact them they will eliminate all those useless convos instead of you doing them manually.

Also think the testing feature could be stronger, or rather, exist. I run through chatbot convo flows multiple times after I create it, looking for problems before making it live but all of my tests are recorded as convos and added to the overall stats of the playbook.

What business problems are you solving with the product? What benefits have you realized?

We're an agency. Our internal sales team is only a couple people and they are unable to stay live on chat all day so the chatbot feature is a great tool for us.

Drift review by Edward J.
Edward J.
Validated Reviewer
Verified Current User
Review Source

"It's decent"

What do you like best?

We love to use Drift. It's easy to use, beautiful, and clean. The features are pretty full and unique. The bot features are nice and it makes the software look like it's more professional and advanced. I would say that the best feature is the ability to chat. After all, this is a chatting software and that people need a way for people to chat. Drift makes it more efficient for me to handle my support questions live. I also like how there is an app for Drift.

What do you dislike?

The problem with Drift is that the online and offline hours have to be switched on and off manually if you're on the free plan. This is a hassle and should be a basic feature for the free plan. I think they should definitely add this feature.

Recommendations to others considering the product

Make sure you look at the features you want and how much you are willing to pay.

What business problems are you solving with the product? What benefits have you realized?

We get messages on our site with questions. It's such an easy way to accept support questions live.

Drift review by David C.
David C.
Validated Reviewer
Verified Current User
Review Source

"Terrific toolset at just the right time in the market "

What do you like best?

I love the best about drift is the ability to create playbooks and let a leadbot run them to help guide, engage and qualify visitors into prospects on our website and the websites of our clients.

What do you dislike?

The only thing I'd say I dislike is that "conversational marketing" and using bots for marketing in general is so new that many people don't quite get it and it takes time to get them up to speed. But that is why the opportunity is so great!

Recommendations to others considering the product

Try it. You will love it!

What business problems are you solving with the product? What benefits have you realized?

We are helping our clients realize better ROI from all lead generation efforts by dramatically increasing conversion rates on their landing pages and website. We are replacing static web forms wherever possible with conversational marketing.

Drift review by Ankurman S.
Ankurman S.
Validated Reviewer
Review Source

"Conversational marketing by Drift is legit"

What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product

The tool will seem expensive based on your ACV. I'd suggest accounting for conservative Closed-won % to see if you'll get the desired ROI from investing in the tool.

The idea that bots will do the legwork for you with visitors on the site is not known. Yet, if you're not doing it, then this might be a right approach for you to change that.

Plus, who doesn't like setting meetings in their sleep? I definitely do!

What business problems are you solving with the product? What benefits have you realized?

- Lead generation on steroids

- Set meetings without having to be glued to the screen

- Fast speed to lead

Learn more about Drift

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* We monitor all Drift reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.