Drift

Live chat & in-app messaging for sales & marketing

4,5 /5 (146 reviews) Write a Review!

Drift Overview

What is 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.

Drift Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Free
Subscription
Value for money

Free, Premium, Enterprise, and Drift for Startups plans available. Visit drift.com/pricing for more detail and to chat with us.


Drift Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
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

Media

Drift's live chat widget can be customized to suit different website styles
Various in-app message campaigns can be created, with full-page takeovers and slider messages
Leadbot can be used to route conversations to the correct agents
Live View allows users to see browsing visitors in real-time, and proactively start chats
Meetings can be booked through interactions with Driftbot
Drift video Drift screenshot: Drift's live chat widget can be customized to suit different website styles Drift screenshot: Various in-app message campaigns can be created, with full-page takeovers and slider messages Drift screenshot: Leadbot can be used to route conversations to the correct agents Drift screenshot: Live View allows users to see browsing visitors in real-time, and proactively start chats Drift screenshot: Meetings can be booked through interactions with Driftbot

Drift Reviews

Drift Reviews

Overall rating
4,5
/
5
Excellent
97

Very good
35

Average
7

Poor
3

Terrible
4

Value for Money
4,1
Features
4,3
Ease of Use
4,4
Customer Support
4,3
90% recommended this app
Rob C.

Expensive but awesome

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.


Dalton B.

Simple setup, solid results

Very satisfied with the manner in which we use it. I haven't spent much time exploring additional capabilities and advanced features, but I am eager to do so in the near future.


Verified Reviewer

Good Conversational Marketing Tool

Whether it's worth paying for tool like this will depend on how engaged your audience is and how big your traffic volumes are. We felt that for us the tool was not worth the money. There are much cheaper alternatives on the market if you're just looking for customer support tools.


Verified Reviewer

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

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.


Verified Reviewer

The best chat AI.

Using this for sales as well as support automation, and it's paid off well and works with our sites.


Rob C.
Industry: Computer Software
Company size: 201-500 Employees

Expensive but awesome

Used Daily for 1-5 months
Reviewed on 2019/12/21
Review Source: Capterra

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.

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

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Dalton B.
Industry: Computer Software
Company size: 11-50 Employees

Simple setup, solid results

Used Daily for 1+ year
Reviewed on 2020/06/18
Review Source: Capterra

Very satisfied with the manner in which we use it. I haven't spent much time exploring additional capabilities and advanced features, but I am eager to do so in the near future.

Pros

It was easy to setup, and easy to understand with limited knowledge of this type of product. The product will scale with you, meaning, if you are knowledgable about all features, then they are there for you. If you're just looking for a site lead service, it does that really well also, without being overwhelming.

Cons

The other features aren't explained well, and not sure where to look if I wanted them explained. The image that can be placed with the pop-up message is very limited in customization. For example, it cuts the top of the picture off and there's very limited functionality associated with editing it further.

Response from Drift

Hi Dalton,

Thanks so much for taking the time to share your feedback with us. Your feedback on feature explanation is something we 100% agree with, and an area we are working on improving. Appreciate you calling it out. Please let us know how else we can be helpful to you.

All the best -
Julie Hogan, VP Customer Experience

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Verified Reviewer
Industry: Legal Services
Company size: 51-200 Employees

Good Conversational Marketing Tool

Used Weekly for 1+ year
Reviewed on 2020/10/15
Review Source: Capterra

Whether it's worth paying for tool like this will depend on how engaged your audience is and how big your traffic volumes are. We felt that for us the tool was not worth the money. There are much cheaper alternatives on the market if you're just looking for customer support tools.

Pros

Lots of features that are likely to appear to enterprise B2B companies like lead routing, instant meetings booker, help centre article look up.

Cons

Had issues with bugs in various areas several times and had to contact support and wait till they were resolved. Not very straightforward how to configure the tool in the best way and debug playbooks. Documentation could be better.

Response from Drift

Hi there, Thanks so much for sharing this with us, I'm sorry you had difficulty getting your issues resolved, and the documentation wasn't super helpful either. Appreciate you letting us know. If there's anything else you want to connect about feel free to reach out to me directly at [email protected]

All the best,

Julie Hogan, VP - Customer Experience

Rating breakdown

Ease of Use

Likelihood to recommend: 6.0/10

Verified Reviewer
Industry: Computer Software
Company size: 2-10 Employees

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

Used Daily for 1+ year
Reviewed on 2020/10/13
Review Source: Capterra

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.

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 3.0/10

Verified Reviewer
Industry: Marketing & Advertising
Company size: 51-200 Employees

The best chat AI.

Used Daily for 2+ years
Reviewed on 2020/09/10
Review Source: GetApp

Using this for sales as well as support automation, and it's paid off well and works with our sites.

Pros

The driftbots and playbooks (how their AI, automation is done). We have used this to automate sales workflows and schedule meetings and save time.

Cons

I have no complaints that wouldn't be something out of my control - some of the rules I've set up in boys seem to be a bit too picky when leads respond with anything besides a picklist item.

Response from Drift

Hi there,

Wow. Thank you so much, for all of this. We're thrilled to hear you're happy with your platform experience, as well as your experience with us both in pre sales and support . Please reach out if there's anything else we can do to help or support you.

All the best,

Julie Hogan, VP - Customer Experience

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8,5/10
Based on 146 user ratings
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Drift Pricing

Drift Pricing

Starting from
N/A
Free Trial
Free
Subscription
Value for money

Free, Premium, Enterprise, and Drift for Startups plans available. Visit drift.com/pricing for more detail and to chat with us.

Free, Premium, Enterprise, and Drift for Startups plans available. Visit drift.com/pricing for more detail and to chat with us.

Value for Money
4,1/5
Based on 146 user ratings
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Drift Features

Drift Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,3/5
Based on 146 user ratings
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Categories

Additional information for Drift

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

    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:

    Pricing model: Free, Subscription

    Free Trial: Available

    Free, Premium, Enterprise, and Drift for Startups plans available. Visit drift.com/pricing for more detail and to chat with us.

    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:

    Small Business, Large Enterprises, Freelancers, Mid Size 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 Hub, Marketo Engage, Paperflite, Wordpress, elevio

    Q. What level of support does Drift offer?

    Drift offers the following support options:

    Online Support, Knowledge Base, FAQs, Video Tutorials