Drift
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
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Reviews
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- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Full-featured conversational marketing tool
Reviewed on 2023/05/24
Pros
Drift has anything you could ask for in a conversational marketing tool in the market currently. Its AI capabilities are probably what set it apart from its peers for us and our clients.
Cons
Pricing is not exactly friendly for "small businesses" as mentioned on their pricing page. It's more geared towards medium businesses who have set aside a sizeable marketing budget that allows for investing in conversational marketing.
Alternatives Considered
Zendesk Suite- Industry: Internet
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Powerful buy pricey
Reviewed on 2020/09/23
Honestly, it's the best software out there for that purpose. It's east to implement and start...
Honestly, it's the best software out there for that purpose. It's east to implement and start using, the results are coming fast and everything is measurable.
Pros
The ease of getting started and implementation
Cons
If you want to enjoy most of the features, you need big pockets because it's pricey
Alternatives Considered
IntercomReasons for Switching to Drift
The capabilities and the brands that are using DriftResponse from Drift
Amit,
Thank you so much for sharing this, and I'm thrilled to know you've found Drift powerful, and easy to implement, and start using. Please let us know how else we can be helpful to you!
All the best,
Julie Hogan, VP - Customer Experience
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
I had high hopes but was disappointed by
Reviewed on 2018/04/19
Pros
Overall the concept of this platform is great and I had high hopes because of all the good reviews. The bot got more engagement than a just a basic chat box I had before that. Having the ability to use other popups etc was good too but pretty limited flexibility around the design of those.
Cons
I think some things may have changed since all the positive reviews regarding the software. I think this happens sometimes when companies go into growth mode. The support wasn't good, they tried but seemed too busy, often didn't take the time to read the detailed steps to reproduce I included in all my support tickets. Before anything was actioned we had to bounce a bunch of emails back and forth answering questions with info I already included in my original tickets which meant days past before we even started to get some actual help. Then often the problems were just bugs with their platform. There seemed to be quite a few things that just didn't work as described.
Seems quite expensive compared to something like Intercom that has a much broader feature set. I'm a Solo founder though with a niche platform, so pricing won't be an issue if you are a bigger business I suppose.
Also just a tip, they have a 30 day notice period and no trial so if you don't like it within the first month you'll still need to pay for a full two months of the software so make sure you budget for that. I didn't. My fault for not reading the terms.
Even when they break the news to you that you'll be charged another amount for something you don't want to use. At least they still end their emails by saying "have a fantastic day" even when breaking bad news. I'll try!
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
My favourite auto marketing platform
Reviewed on 2023/02/18
Businesses should use Drift to personalise customer service when solving problems. Companies should...
Businesses should use Drift to personalise customer service when solving problems. Companies should evaluate their customer discussions and use the Conversation Cloud to contact the appropriate customers at the right time. Drift analytics should also be used to assess customer service initiatives. Businesses may maximise customer service and Drift value by doing so.
Pros
Best auto marketing platform for meI use Drift's AI-powered Conversation Cloud to simplify customer experience personalisation. With it, I can increase lead conversion by sending dialogues to the right client at the right time and with the right message using AI. I also get access to solid analytics capabilities to measure and track customer service initiatives.
Cons
The primary downside of using Drift is its cost. While the platform does offer a free trial and a few different pricing plans, the cost of using the full-featured version of Drift can be prohibitive for some businesses. Also, companies may find that some of the features offered by Drift are not necessary for their customer service needs.
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
One of the most appealing, beautiful and expensive website chats on the market
Reviewed on 2018/07/31
- Providing a beautiful and direct contact option directly on my website
- Direct targeting of...
- 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.
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 Version, Subscription
- Free Trial: Available
Visit drift.com/pricing for more detail and to chat with us.
Q. Who are the typical users of Drift?
Drift has the following typical customers:
51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Drift support?
Drift supports the following languages:
Chinese, Danish, Dutch, English, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish
Q. Does Drift support mobile devices?
Drift supports the following devices:
Android (Mobile), iPhone (Mobile)
Q. What other apps does Drift integrate with?
Drift integrates with the following applications:
Demandbase One, Drip, Front, Google Analytics 360, Google Calendar, Help Scout, Helpjuice, HubSpot CRM, Mailchimp, Marketo Engage, Microsoft 365, Microsoft Outlook, Poptin, Privy, Productboard, SMS Reviews, SalesLoft, Salesforce Marketing Cloud Account Engagement, Salesforce Sales Cloud, Segment, SendGrid, Shopify, Slack, Stripe, WordPress, Zapier, Zendesk Suite
Q. What level of support does Drift offer?
Drift offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, 24/7 (Live rep), Chat
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