About Drift

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:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Drift

Key benefits of Drift

  • 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.
  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

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

    Pricing starting from:

    N/A

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to Drift

    Images

    Drift Software - Drift AI Chatbots: Use Artificial Intelligence to increase quality pipeline that closes faster.
    Drift Software - Drift Conversation Insights: Prioritize and personalize your marketing, sales, and service efforts with real-time insights into your visitor’s needs and asks.
    Drift Software - Drift Deal Room: Manage the entire sales process with your buyers — all in one place — to close deals faster and more effectively.
    Drift Software - Drift Fastlane: Qualify leads in real-time, engage with buyers instantly, and book meetings directly from your forms.
    Drift Software - Drift Prospector: Know where to focus your time and effort, engage your buyers across channels, and take action on your accounts immediately.
    Drift Software - Drift Workspaces: Target visitors with specific messages based on their assigned function, business unit, or geography.
    View 7 more
    Drift video
    Drift Software - Drift AI Chatbots: Use Artificial Intelligence to increase quality pipeline that closes faster.
    Drift Software - Drift Conversation Insights: Prioritize and personalize your marketing, sales, and service efforts with real-time insights into your visitor’s needs and asks.
    Drift Software - Drift Deal Room: Manage the entire sales process with your buyers — all in one place — to close deals faster and more effectively.
    Drift Software - Drift Fastlane: Qualify leads in real-time, engage with buyers instantly, and book meetings directly from your forms.
    Drift Software - Drift Prospector: Know where to focus your time and effort, engage your buyers across channels, and take action on your accounts immediately.
    Drift Software - Drift Workspaces: Target visitors with specific messages based on their assigned function, business unit, or geography.

    Features

    Total features of Drift: 150

    • @mentions
    • AB Testing
    • AI/Machine Learning
    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Appointment Management
    • Appointment Scheduling
    • Audience Targeting
    • Augmented Analytics
    • Auto-Responders
    • Automated Responses
    • Automated Routing
    • Automated Scheduling
    • Availability Indicator
    • Availability Management
    • Booking Management
    • Calendar Management
    • Calendar Sync
    • Campaign Management
    • Campaign Personalization
    • Canned Responses
    • Chat Transcript
    • Chat/Messaging
    • Chatbot
    • Code-free Development
    • Collaboration Tools
    • Confirmation/Reminders
    • Contact Database
    • Contact Management
    • Content Management
    • Contextual Guidance
    • Contextual Targeting
    • Conversion Tracking
    • Customer Database
    • Customer Experience Management
    • Customer Segmentation
    • Customer Support
    • Customizable Branding
    • Customizable CTAs
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customizable Templates
    • Dashboard
    • Data Extraction
    • Data Import/Export
    • Data Synchronization
    • Data Visualization
    • Drip Campaigns
    • Dynamic Content
    • Email Automation
    • Email Campaign Management
    • Email Management
    • Email Marketing
    • Email Templates
    • Email Tracking
    • Engagement Tracking
    • Event Triggered Actions
    • File Sharing
    • For Developers
    • For Sales / Marketing
    • For Small Businesses
    • Forms Management
    • Geotargeting
    • Group Messaging
    • Human Handover
    • Intent Recognition
    • Interaction Tracking
    • Landing Pages/Web Forms
    • Language Detection
    • Lead Capture
    • Lead Distribution
    • Lead Generation
    • Lead Management
    • Lead Notifications
    • Lead Nurturing
    • Lead Qualification
    • Lead Segmentation
    • Lead Verification/Validation
    • List Management
    • Live Chat
    • Location-Based Marketing
    • Marketing Automation
    • Meeting Management
    • Mobile Access
    • Mobile Alerts
    • Mobile Optimized Emails
    • Monitoring
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Multi-Language
    • Natural Language Processing
    • Natural Language Search
    • Offline Form
    • One-to-One Messaging
    • Online Booking
    • Online Forms
    • Performance Metrics
    • Personalization
    • Pipeline Reports
    • Pre-Configured Bot
    • Predictive Analytics
    • Prioritization
    • Proactive Chat
    • Process/Workflow Automation
    • Product Recommendations
    • Prospecting Tools
    • Push Notifications
    • Query Suggestions
    • ROI Tracking
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real-time Consumer-facing Chat
    • Real-time Conversations
    • Reminders
    • Reporting & Statistics
    • Reporting/Analytics
    • Routing
    • SMS Messaging
    • Scheduling
    • Screen Sharing
    • Search/Filter
    • Segmentation
    • Single Sign On
    • Source Tracking
    • Speech Recognition
    • Speech Synthesis
    • Subscriber Management
    • Subscription Management
    • Survey/Poll Management
    • Surveys & Feedback
    • Tagging
    • Target Account Identification
    • Template Management
    • Third Party Integrations
    • Transcripts/Chat History
    • Transfers/Routing
    • Video Chat
    • Video Conferencing
    • Virtual Assistant
    • Visitor Tracking
    • WYSIWYG Editor
    • Web Forms
    • Website Visitor Tracking
    • Workflow Management

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    Reviews

    Overall rating

    4,5 /5
    (162)
    Value for Money
    4,1/5
    Features
    4,3/5
    Ease of Use
    4,4/5
    Customer Support
    4,3/5

    Already have Drift?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 162
    Rob C.
    Overall rating
    • Industry: Computer Software
    • Company size: 201-500 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Expensive but awesome

    Reviewed on 2019/12/21

    With two substantially different audiences being targeted by our business, and a general need to do...

    With two substantially different audiences being targeted by our business, and a general need to do a better job of quickly connecting with promising leads, we've been quite pleased so far with Drift. We've already had several great opportunities arise thanks to the tool, and still have a large number of new bots to roll out, plus refinements to make based on our learnings from using the tool. As a supplement to our other inbound marketing efforts, I foresee chat through Drift being a substantial asset for a long while to come.

    Pros

    With Drift, you can create customized chat experiences for users based on all sorts of criteria - the page they're on, the number of times they've visited, the channel they used to get to your site - and to target specific businesses with targeted messaging. Building the chat flows (Drift calls them "Playbooks") is generally quite easy, allowing you to quickly build out new bots once you get a hang of the platform. Drift also includes support chat built right into the product, meaning every time I get stuck, I'm able to reach out and get a hand from one of their product experts right away.

    Cons

    We haven't been using Drift for that long, and there have already been a number of instances where I or one of the other users in the company have attempted to do something that seems obvious, only to find out the tool doesn't allow us to do so. We're always told that a feature request has been submitted, but there's no way to know how long it will take before we get whatever little tweak we're looking for in order to provide a smoother, more pleasant chat experience on our site.

    Alternatives Considered

    Intercom

    Reasons for Switching to Drift

    Better features, better support, a better sales and onboarding experience

    Response from Drift

    Hi Rob,

    Thanks for taking the time to share all of this detail. It's really helpful. Our feature request process is something we're improving this quarter, I agree this has not been the best experience to date.

    Thanks again for sharing, and if we can be helpful to you with you 2020 plans, please let us know how we can support you!

    All the best -

    Julie Hogan, VP - Customer Experience

    Verified Reviewer
    Overall rating
    • Industry: Information Services
    • Company size: 10 000+ Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Drift-The new way of conversational marketing!

    Reviewed on 2021/07/01

    Overall I can say we are satisfied with their services. It ultimately filters genuine leads from...

    Overall I can say we are satisfied with their services. It ultimately filters genuine leads from the universal traffic on the website and that too with high buying intent. Chat bot, Playbooks, Analytics and Integrations are just icing on the cake.

    Pros

    -Playbooks- Setting up of chat bot and customizing it based on the page and target market becomes very easy with drift's playbook feature. You can very easily set up chat bot and start receiving genuine leads.
    -Analytics and Integrations- The deep analysis of the tool always keeps you on your toes and helps in pointing out various scope for improvement. You can also measure the efficiency of your chat agents as well. Also, it provides integration with your marketing CRM as well for lead handling purpose.
    -Customer Service- You are facing any issue with drift? Do not worry. Customer service is just a chat ping away. They are always attentive and help you proactively

    Cons

    -Price- This was the main concern while evaluating various chat tools. Drift is follows a premium pricing which might not make it suitable for Small businesses.
    -No Forms- Drift takes pride on omitting the forms from the chat and enabling their conversational way of marketing. I think, they should make that optional. They should forms as well.
    -They should also have a feature in which chat transcripts can be emailed as well.

    Alternatives Considered

    Zoho Desk and Intercom

    Reasons for Choosing Drift

    -Shift conversational Marketing tool from a form filling no AI based chat tool -Mechanism to filter out Junk from the website -Deep analytics

    Reasons for Switching to Drift

    -More features. -AI analytics and easy to use -Better branding and a known player in the market

    Response from Drift

    Hi there,

    Thanks for taking the time to write such a thoughtful review for Drift! It sounds like you're having a great experience on the product and we're thrilled to hear it. We'll absolutely take your feedback into account and hope you continue to provide us feature suggestions in the future.

    - Sarah Haberman, Senior Customer Advocacy Manager

    Mark A.
    Overall rating
    • Industry: Computer Software
    • Company size: 11-50 Employees
    • Used Monthly for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 8.0 /10

    I use the free version for my consultancy

    Reviewed on 2022/04/26

    I have a side-hustle consultancy, and needed a way for my website visitors to get in touch. This...

    I have a side-hustle consultancy, and needed a way for my website visitors to get in touch. This was a really simple, free solution.

    Pros

    Really simple setup, haven't had to touch a thing since implementing it.

    Cons

    Having to switch between the app and the browser for different functionality - either have it all in app or dont.

    Alternatives Considered

    Intercom

    Reasons for Switching to Drift

    Because of the free version - I just needed a simple live chat for a super small business.

    Response from Drift

    Hi Mark, glad to hear you got Drift up and running without a hitch. Appreciate your feedback on our app vs. browser functionality I'll make sure this gets in the right hands. Thanks for your review!

    - Sarah Haberman, Senior Customer Marketing Manager

    Verified Reviewer
    Overall rating
    • Industry: Computer Software
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 3.0 /10

    Drift could be Intercom, but it isn't...

    Reviewed on 2020/10/13

    We decided to use Drift as means to provide support, but once we grow bigger than a single user,...

    We decided to use Drift as means to provide support, but once we grow bigger than a single user, we'll have to move to a better platform.

    Pros

    We use Drift as an in-app messaging platform and it's decent at that. We considered using it for marketing automation, customer engagement and on-boarding, but it doesn't cut it.

    Cons

    Even as an in-app messaging platform for support, there's room for improvement. A few months ago, they removed the option to "close a conversation" (which is essentially used to close a "support ticket"). For whatever reason, they think that it should be more like Whatsapp with an endless list of conversations that you can "archive". Only conversations sometimes come back (not because of new messages), they are sorted wrong so you may miss conversations with new messages, and you don't always get real time notifications in the mobile app.

    Alternatives Considered

    Intercom

    Reasons for Switching to Drift

    Drift has a free single user option, while Intercom doesn't - but unfortunately, Drift doing the best job.

    Response from Drift

    Hi there,

    Thank you so much for taking the time to share this. I'm sorry we haven't delivered on what you expected from us. I'm more than happy to chat live and learn more about how we can make your experience better. Feel free to reach out at [email protected]

    All the best,

    Julie Hogan, VP - Customer Experience

    Josh C.
    Overall rating
    • Industry: Computer Software
    • Company size: 1 001-5 000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Essential Automatiin Tool, Faster Time to Value with Inbounding

    Reviewed on 2022/03/11

    Excellent, would not have a solid inbound routing experience without a similar tool as Drift

    Excellent, would not have a solid inbound routing experience without a similar tool as Drift

    Pros

    Conversation routing by Company HQ and State rather than just the site visitors geographic location. This is important since our sales team segments by Company HQ and Annual Revenue

    Cons

    No ability to route countries other than US and Canada by state and/or territory. The entire continent of Australia can only be tagged as such in conversation routing. You have to build a playbook that asks the customer what territory they live in which creates a longer automated process for the site visitor. Also there is no option to segment by city which would be helpful for large city territories like Chicago, Dallas, Houston, Los Angeles, New York City, San Francisco etc

    Response from Drift

    Hi Josh, thanks for taking the time to review Drift! Your suggestions around our routing capabilities are really helpful and I'll be sure to share with the product team!

    - Sarah Haberman, Senior Customer Advocacy Manager

    Showing 5 reviews of 162 Read all reviews

    Drift FAQs

    Below are some frequently asked questions for Drift.

    Drift offers the following pricing plans:

    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    Visit drift.com/pricing for more detail and to chat with us.

    Drift has the following typical customers:

    51-200, 201-500, 501-1 000, 1 001-5 000

    Drift supports the following languages:

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

    Drift supports the following devices:

    Android (Mobile), iPhone (Mobile)

    Drift integrates with the following applications:

    Demandbase One, Drip, Front, Google Analytics 360, Google Calendar, Help Scout, Helpjuice, HipChat, HubSpot CRM, Mailchimp, Marketo Engage, Mautic, Microsoft 365, Microsoft Outlook, Outreach, Pardot, Poptin, Privy, Productboard, SalesLoft, Salesforce Sales Cloud, Segment, SendGrid, Shopify, Slack, Stripe, WordPress, Zapier, Zendesk

    Drift offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, 24/7 (Live rep), Chat

    Related categories

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