Drift

Drift

Live chat & in-app messaging for sales & marketing

4.6/5 (92 reviews)

Drift Overview

Drift is a cloud-based live chat, in-app messaging, and email management solution designed for sales and marketing teams. Drift offers customizable live chat widgets, email follow-ups for abandoned chats, conversation histories, email campaign automation, and an AI-powered chatbot.

When a visitor starts a conversation, Drift displays which page the visitor is on, and if the visitor enters their email address, then their name, location, social profile links, company and job information are made available to users through the side profile drawer. Conversations can be transferred between agents, with users automatically notified when a chat is assigned to them, and typing indicators display when an agent or visitor is responding to the conversation. Users can add custom tags to chats, and filter conversations based on their status. Saved replies can be created for responding to common queries, and users can set away messages to be displayed outside of working hours.

Drift’s in-app messaging allows users to target their customers with full-page takeovers and slider messages. Groups can be targeted by URL, scroll percentage, or using defined segments. Unread in-app messages can also be sent by email after a user-defined time period. Net Promoter Score (NPS) can be measured through surveys sent by email or in-app message. Users can create automated email campaigns with a range of triggers, for customer onboarding, churn prevention, and more.

Pricing

Starting from
US$50,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Chinese (Simplified), Danish, Dutch, English, Finnish and 14 others, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish

Drift Reviews

Overall rating
4.6/5
95% positive reviews
62
Excellent
25
Very good
3
Average
1
Poor
1
Terrible
Katie F.

Drift - Robust Chatbot That May Not Be Worth the Hassle

Used Daily for 6-12 months
Reviewed on 2019/05/06
Review Source: Capterra

We have very complex products that require a great deal of one-on-one dealing with our salespeople. In other words - they're not simple products like a t-shirt, but are highly-engineered with extremely specific specs.

With this in mind, we use our chatbot as a way to funnel people to get in touch with us based on what they need: service, parts, repair, equipment quotes. It works super well and has cut down on the frustration of not knowing where to go on the website. It provides them an immediate way to reach out.

Pros

Drift is a robust, clean platform that is relatively simple to work. The caveat to that is that you have to get the hang of it first! The previous chat builder was tough to work with - not very intuitive and lots of scrolling up and down, back and forth (think vertical, with everything jumbled together). They've just introduced a new version that is easier to work with, but still complex.

When implemented on the website, it looks clean. You can also modify your icon, which is a fun and creative aspect. The "playbook" you build can also be as simple or complex as you want - due to the complex nature of our products, we use ours as more of a "reach out to us, we can help" chatbot. But you can go much, much further.

Cons

The main thing I dislike about Drift isn't actually the platform - it's the onboarding process.

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Ramon H.

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

Used Daily for 1-5 months
Reviewed on 2018/07/31
Review Source: Capterra

- 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

Pros

- The design of the chat widget is gorgeous. It works on any browser and every mobile phone, I've tried, like a charm. With other chat widgets, I had lots of issues that it hasn't been displayed always correctly.
- Advanced bot and automation capabilities based on tags and other attributes
- Live view of prospects on your website with direct contact via web chat functionality
- Outbound marketing (sending sequences and tracking of emails) with their drift Gmail extension.

Cons

- Drift is quite expensive for what they offer. I'm one of the happy customers, which has gotten a startup license of the pro plan for a fraction of the normal price. Even with the pro plan, you have unnecessary restrictions like customization of the chat widget with CSS and using the smaller version. Most of the enterprise features as account-based marketing are great for any startup. Why isn't just the support by Drift and the quantity of usage restricted? Why do I have to see the restrictions within your account always and cannot just hide them if I cannot afford? Are they in need of that kind of marketing?
- The calendar cannot be completely translated into the language of your choice and you can't use a custom domain.
- Help center is branded with drift, even if your plan support branding free chat widget.
- I've received lots of emails from Drift about their Hypergrowth Conference (at least 10 in the last few months), which is quite annoying, no matter how personal and funny they have been written.
- I receive quite some emails regarding extensions of the core product like Drift Signature and Drift Help Center, but I've never gotten an update what has changed in the core product. After a while looking into the bot creation section, I've been flabbergasted that the whole design of the visual builder has changed, without me receiving any message about the advantages the new design and process brings with it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10

Perfect chat tool, with great bots/automation features.

Used Daily for 6-12 months
Reviewed on 2019/04/26
Review Source: Capterra

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

Pros

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

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Aaron j R.

Great way to add essential chat functionality to your website

Used Daily for 1+ year
Reviewed on 2017/12/11
Review Source: Capterra

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

Pros

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

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Julien B.

Easy to use, but keep your chats organized/clean

Used Daily for 1+ year
Reviewed on 2018/11/20
Review Source: Capterra

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

Pros

Drift is easy to use and pretty straightforward. Installing it on your website is super easy and they provide good support. The support team is very responsive. Couple things I like :

- Send chat by email when the visitor closed the window/website
- Notification settings
- Chat window is simple but yet effective
- Support team is friendly and responsive
- Pricing (we started with the free version for a year)
- Auto-responder

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Drift Pricing

Starting from
US$50,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Free: $0, forever.
Starter: $50/month (billed monthly) or $37.50/month (billed annually).
Pro: $500/month (billed monthly) or $375/month (billed annually).
Company: from $1000/month (billed annually) + one-time $2000 onboarding fee.
Enterprise: from $5000/month (billed annually) + one-time $10000 onboarding fee.

Drift Features

  • Activity Dashboard
  • Automatic Notifications
  • Chat
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Real Time Monitoring
  • Reporting & Statistics
  • Surveys & Feedback
  • Third Party Integration

  • API
  • CRM Integration
  • Knowledge Base
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Social Media Integration
  • Ticket Management
  • Workflow Management

Additional information for Drift

Key features of Drift

  • @mentions
  • Away messages
  • Chat bot
  • Chat filtering
  • Chat statuses
  • Chat transfer
  • Conversation history
  • Conversation routing
  • Custom conversation tags
  • Custom triggers
  • Customizable branding
  • Email capture
  • Email follow-up
  • Full-page takeovers
  • Hours & availability management
  • In-app messaging
  • In-app surveys
  • Live chat
  • Multi-language widget
  • Private notes
  • Real-time notifications
  • Saved replies
  • Slider messages
  • Typing indicators
  • Visitor profiles

Benefits

  • Drift gives users insight into the page a visitor is on when their conversation starts, and when a visitor adds their email address, their name, location, social profile links, company and job information, and more are automatically made available to users.

  • Conversations can be transferred between agents, with typing indicators to show when another user is responding to the conversation.

  • If a visitor hasn’t seen a messaged within 15 minutes, Drift emails them the full conversation, with the ability to respond later.

  • Targeted messages can be sent out to different groups, based on URL, scroll percentage, or defined segments.

  • Announcements and NPS surveys can be sent out through in-app messages or email, and in-app messages can also be delivered by email if they have not been seen within a defined time period.

  • Drift FAQs

    Below are some frequently asked questions for Drift.

    Q. What type of pricing plans does Drift offer?

    Drift offers the following pricing plans:

    Starting from: US$50,00/month

    Pricing model: Free, Subscription

    Free Trial: Available

    Free: $0, forever.
    Starter: $50/month (billed monthly) or $37.50/month (billed annually).
    Pro: $500/month (billed monthly) or $375/month (billed annually).
    Company: from $1000/month (billed annually) + one-time $2000 onboarding fee.
    Enterprise: from $5000/month (billed annually) + one-time $10000 onboarding fee.

    Q. What are the main features of Drift?

    Drift offers the following features:

    • @mentions
    • Away messages
    • Chat bot
    • Chat filtering
    • Chat statuses
    • Chat transfer
    • Conversation history
    • Conversation routing
    • Custom conversation tags
    • Custom triggers
    • Customizable branding
    • Email capture
    • Email follow-up
    • Full-page takeovers
    • Hours & availability management
    • In-app messaging
    • In-app surveys
    • Live chat
    • Multi-language widget
    • Private notes
    • Real-time notifications
    • Saved replies
    • Slider messages
    • Typing indicators
    • Visitor profiles

    Q. Who are the typical users of Drift?

    Drift has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Small Business

    Q. What languages does Drift support?

    Drift supports the following languages:

    Chinese (Simplified), Danish, Dutch, English, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish

    Q. What type of pricing plans does Drift offer?

    Drift has the following pricing plans:

    Free, Subscription

    Q. Does Drift support mobile devices?

    Drift supports the following devices:

    Android, iPhone

    Q. What other apps does Drift integrate with?

    Drift integrates with the following applications:

    Astronomer, Better Proposals, Drip, Help Scout, HubSpot CRM, HubSpot Marketing, Marketo, Paperflite, Wordpress, elevio

    Q. What level of support does Drift offer?

    Drift offers the following support options:

    FAQs, Knowledge Base, Online Support, Video Tutorials