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.

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 and 5 others, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

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

    Images

    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
    View 6 more
    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

    Features

    Total features of Drift: 107

    • @mentions
    • AI/Machine Learning
    • Activity Dashboard
    • Alerts/Notifications
    • Analytics/ROI Tracking
    • Appointment Scheduling
    • Audience Targeting
    • Auto-Responders
    • Automated Scheduling
    • Availability Indicator
    • Availability Management
    • Calendar Management
    • Calendar Sync
    • Campaign Management
    • Campaign Personalization
    • Canned Responses
    • Chat/Messaging
    • Chatbot
    • Code-free Development
    • Confirmation/Reminders
    • Contextual Targeting
    • Customer Segmentation
    • Customizable Branding
    • Customizable Fields
    • Dashboard
    • Data Extraction
    • Data Import/Export
    • Data Synchronization
    • Data Visualization
    • Desktop Notifications
    • Drip Campaigns
    • Dynamic Content
    • Email Automation
    • Email Campaign Management
    • Email Management
    • Email Marketing
    • Email Tracking
    • Event Triggered Actions
    • File Sharing
    • For Developers
    • Geotargeting
    • Group Messaging
    • Human Handover
    • Intent Recognition
    • Interaction Tracking
    • Interaction Tracking
    • Landing Pages/Web Forms
    • Lead Capture
    • Lead Distribution
    • 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 Optimized Emails
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Multi-Language
    • Natural Language Processing
    • Offline Form
    • One-to-One Messaging
    • Online Booking
    • Online Forms
    • Personalization
    • Pre-Configured Bot
    • Proactive Chat
    • Product Recommendations
    • Prospecting Tools
    • Push Notifications
    • Real Time Monitoring
    • Real Time Notifications
    • Real-time Consumer-facing Chat
    • Real-time Conversations
    • Real-time Updates
    • Reminders
    • Reporting & Statistics
    • Reporting/Analytics
    • Routing
    • Rules-Based Workflow
    • SMS Messaging
    • Screen Sharing
    • Search/Filter
    • Segmentation
    • Source Tracking
    • 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
    • Visitor Management
    • Visitor Tracking
    • WYSIWYG Editor
    • Website Visitor Tracking
    • Widgets

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    Reviews

    Overall rating

    4,5 /5
    (152)
    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 152
    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.

    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

    Dalton B.
    Overall rating
    • Industry: Computer Software
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

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

    Simple setup, solid results

    Reviewed on 2020/06/18

    Very satisfied with the manner in which we use it. I haven't spent much time exploring additional...

    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

    Darien C.
    Overall rating
    • Industry: Religious Institutions
    • Company size: 11-50 Employees
    • Used Other for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 7.0 /10

    Drift is a high quality chat platform with a significant load time

    Reviewed on 2021/03/02

    Drift has a lot of great features, and although it can be confusing at first, it is well worth the...

    Drift has a lot of great features, and although it can be confusing at first, it is well worth the effort. My only complaint (and the only reason I wouldn't use it at this time) would be the significant increase in load time on my websites, which caused me to look elsewhere for a better solution.

    Pros

    I inherited drift from my predecessor, and immediately found it to be a very powerful and useful platform. It offered simple chat solutions, sent follow-up emails to people who didn't see your chat automatically, and provided numerous other useful features. It had a simple chat window that caught people's attention and generated chats, all of which we found very useful for our needs

    Cons

    Drift has a couple key problems - one being the overly simplistic and confusing backend UI. For users, there were just so many options on the admin side of things, and using it, I immediately felt lost and confused. This likely would have been different if I'd been part of the team that set it up, but starting to use the platform required quite a learning curve to customize it to our needs.

    Perhaps more significantly, I used Drift for a period of time while updating my companies website - and upon switching to Wordpress and using Drift, I started to notice a significant increase in load time - with lighthouse & gtmetrix revealing a significant load time (I believe it was over 1.3 seconds of load time) caused by Drift's code. Needless to say, load time is key in website conversions, so I switched away from the platform pretty quick after that.

    Response from Drift

    Darien,

    Thanks very much for taking the time to share your experience with us. This feedback is really important to ensuring we can improve for our customers. I'd love the opportunity to introduce you to our produce team if you'd be open to chatting more. Feel free to contact me directly at [email protected]

    All the best,

    Julie Hogan, VP - Customer Experience

    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.

    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

    John M.
    Overall rating
    • Industry: Marketing & Advertising
    • 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 8.0 /10

    Drift is the best 'customer chat' system on the market

    Reviewed on 2021/01/27

    Once again Drift have helped to define what companies should be using chat software for. Yes, it is...

    Once again Drift have helped to define what companies should be using chat software for. Yes, it is for 'live chat', that much is obvious. But DRIFT define their tool as helping to deliver 'conversation marketing', and that for me really helps to define how companies should be using Chat software - to start and nurture a conversation that could lead to an ongoing relationship.

    Pros

    Love Drift. It is very easy to use but more importantly, it is very easy to love using. This is important in software adoption and Drift is one of the best examples I have seen of this in recent years. They've built an awesome product, which does everything you need it to - but the fact that it is fun to use DRIFT makes it an even more compelling product.

    Cons

    Hard to say. Probably the fact that although the core product is free (and you get lots of awesome features), you have to upgrade to the 'fullest licence' in order to get the 'uber cool' tools such as allowing the 'chat users' to book an appointment directly into the Calendar of the chosen agent.

    Response from Drift

    Hi John,

    Wow! We're flattered! THANK YOU! Pls let us know how we can continue to support you, and tnx for being a customer!

    All the best,

    Julie Hogan, VP - Customer Experience

    Showing 5 reviews of 152 Read all reviews

    Drift FAQs

    Below are some frequently asked questions for Drift.

    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.

    We do not have any information about Drift features

    Drift has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    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 ABM Platform, Drip, Front, Google Analytics, Google Calendar, Help Scout, Helpjuice, HipChat, HubSpot CRM, Mailchimp, Marketo Engage, Mautic, Microsoft 365, Microsoft Outlook, Poptin, Privy, Productboard, 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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