Drift Reviews & Product Details

The ease of use, the ability to create multiple playbooks and having the ability to publish easily.

I really would like a sandbox to be incorporated on the build page. I'm sure that this will come in future releases.

Our main business problem is catching leads from our site and being able to provide better customer service.

We've only just started using is as a sales tool, but excited to explore how else it can help. Love that you can book meetings automatically. The integration with Zendesk is great too!

With there was a bit more functionality to copy playbook segments and settings.

Booking demos out of hours.

The Drift team providing an amazing onboarding experience and were with me through all stages of the implementation to answer questions, solve problems and take ideas that I had to make the product better to their development team. The tool is easy to use and continues to grow to offer a wider variety of conversational marketing functionality.

The only thing I don't like is that I don't have the specific ability to set my personal online and offline hours - other than that I have no complaints.

We are able to reduce the barrier of entry for schedule discovery calls with prospective clients by providing them with the ability to book right from our site. We are also able to nurture visitors before they become leads by providing them with content that is relevant to them. When the bot can't answer their question they are auto-routed to our team who can jump in to help.

Easy to setup and deploy into service. User friendly interface and workflow. Integrates with Sales CRMs and marketing automation tools

Not much to say at this point. Would like to see deeper look into analytics - conversations by source channels, meetings booked by source channels etc.

We were probably missing on engaging with clients who were not able to contact us during offline hours. And not all clients like to fill up forms. Drift has allowed us to grow our MQLs and SQLs and is increasingly contributing to our revenues.

Drift is the best designed and feature packed chat tool that is sales and marketing-centric in nature. As someone who operates a sales enablement saas product, we are extra meticulous about the way software works or doesn't work for salespeople. My #1 reason for liking Drift is that it created real results that have impacted our conversions and improved the sales experience for both prospects and our sales team.

There isn't much to dislike. The Drift team owns their product and creates great experiences for their users, clients and partners. I'm unusually satisfied with their product, service, and methodology. Occasionally, software companies like Drift come along that operate a world-class business.

+ We reduced the work of having to follow up on leads for scheduling demos. All of our leads come into our salesforce instance now with an appointment already calendared with the right Account Executive assigned. + We reduced our sales cycles timelines. Cut out extra steps. Now we spend that time perfecting our Pinog Pong paddle control and closing more sales. +Generated 50% more qualified leads for our company, which made our sales team WAY more efficient + made our sales department more scaleable while simplifying processes everyone has to master. + We use drift to book all meetings across our executive department as well. So we all use it to book and calendar meetings.

This product allows your team to focus on selling while you still answer your visitor's questions. It filters out unwanted chats taking up your sales teams time.

Attribution tracking becomes more difficult with any chat tool. Form fills will decrease.

Our goal was to increase the number of chats, filter out non-sales related chats while still providing great answers/service, and to drive more meetings booked. All of these have been successful.

Always making updates to the product, nice sales team, easy to use.

A couple minor glitches as they grow but that can be expected.

We are increasing leads by bringing people in earlier in the funnel who may have not been ready to commit.

Since installing Drift over a year ago, we've been able to add significant incremental lead flow month over month and year over year. Drift provides buyers with one more avenue to engage with us and ultimately allows them to talk to a sales rep in a quick and efficient manner.

There are small features that are not part of the product that would make bot building more intuitive. However, the team is so agile that they have added several features we have suggested.

Our business is complex and we have a lot of support-related questions that our BDRs used to have to field on a daily basis. Drift is able to service these individuals and only surface the quality conversations to the BDRs. The BDRs are now spending their time on opportunity-generating activities and our customers and prospects are getting answers quickly.

I think the Chatbots are one of the strongest tools there. You can cut back on SDR time in taking chats, by seeing who is qualified. Bots also answer a lot of the common questions you will have which will leave SDR time to hunting. Drift also adds in other capabilities like email cadences, landing pages, intel on customers, lead routing, and ability to see if someone opened/read your email. Drift allowed me to use one tool instead of 3 so obviously saved me money . Plus my Account Manager. The support we get from Drift is really amazing. They are always there to help, and even if our AM is not around, someone from her team is there to help. Bottom line, they have a customer for life

As with any SW companies there are bugs from time to time, but they are very quick and agile about fixing those. I dont really like the calendar in email option, as you can only choose dates and not specific time slots on those dates which would make things easier as a sales exec.

Time and Money. I am saving time, having the chatbots do the qualification for me. I can see who is serious from the answers I get and whether I want to engage the lead. The data is then synced to SFDC where I can see the chat at a later point . I can also choose to have different bots for different pages, allowing me to be more dynamic and more specific in my messaging, resulting in a higher conversion rate

Easy to use and train our team to use it. UI is nice and easy to use - straighforward to get new team members using and the UI for multiple people dealing with chats is great.

The calendaring isn't the best for us but other than that it works great.

New leads visiting our webpage get taken care of quickly and easily. Automated flow to send support folks off on their way without clogging up our inbound sales.

The onboarding team is probably the only reason we actually have a playbook that we love. Without them, our experience would be WAY different. There always seems to be someone available for support, too.

Needs better analytics, some little glitchy things come up where the bot interrupts our users, or blasts through our intro message to fast to even see it. Little things.

Increase first-touch engagement.

The team at Drift. From the first interactions we had with our sales rep, to our awesome customer success manager, to the senior leadership making themselves available to me and our team. Additionally, the product from both an end user and admin perspective has gotten easier for us to use and master with time. In all seriousness, it's been a game changer for us.

There are some UI/UX pieces that are more of an annoyance than a barrier, but their product team and customer success team have been great at listening to our feedback and it seems like on a monthly basis, the features we've requested or bugs we've spotted are getting added and fixed.

Drift has been an incredibly efficient way in converting website visitors into revenue for our company. Previously our live chat software was a free for all with not too much structure. The Driftbots have been immensely helpful in prequalifying our chat conversations and setting up our business development team for the most efficient and quality conversations. It has taken a lot of experimentation and buy in from both sales and marketing, but what we realized was that with the right rep training, we are more quickly able to get meetings scheduled, demos completed, and from there new customers. Additionally, we have found that leads generated from Drift have lead to larger deals than we would have imagined.

The chatbots are easy to set up but have a lot of advanced features that enable routing, different bots on different pages, integration with Salesforce, etc. There is an in-product support bot and they are quick to respond and help you while in their interface. They regularly host webinars that share best practices that help me constantly improve my chatbots.

Sometimes people interact with our chatbots that enter profanity, offer up pornography, or ask random questions like how to jailbreak their iPhone. We shut those conversations down quickly.

We use this to set sales meetings. We set a few meetings every week. We also use it to engage people on our careers page and route to the hiring manager to sell the visitor on why they should apply.

I like the product because it gives me the ability to quickly and easily program chat conversation that adds value to my customers. I can very easily map the chat to the buyers journey with Drift.

I dislike that I don't have the ability to clone my chat conversations from one application to another on my own. They are working on building this out and I can request that their team move it currently.

I am giving the company the ability to communicate with qualified leads at the moment that they have their highest intent. I have also reduced my customers need to respond to 90% of the FAQ's that come up in chat.

I love the fact that Drift helps you skip the lead generation forms and get straight to your sales team.

Not much! The only feature would be more to do with email automation, so we can replace Yesware with Drift completely, as currently the gmail modules conflict with each other.

We are using is as live chat, but also to engage passive website visitors. We've found that we are converting more visitors to our website as a result.

Intuitive to initially configure and set up led to a painless roll-out and fast internal adoption. The implementation of 'Playbooks' as the means to build conversation and automated lead decisioning trees is excellent. It's easy to craft excellent end-user experiences for both live chat and bot chat. The integrated intelligence capture is also excellent, as is the integrated meeting booking.

Cross-platform integration can be tricky. Everything is possible through Zapier, but a bit more effort is required to hook up the virtual cables between things like a CRM. Playbooks also display incorrectly in Safari browser (though Chrome is an easy solution). I also would prefer to be able to edit a lead's in-platform customer record without having to navigate to a completely different tab, while engaged in Live Chat.

When I began building out my marketing tech stack, I prioritized human experience over everything else. Every touch and interaction, automated or otherwise, that a lead or customer had with us needed to be positive, responsive, and had to 'feel' personable and as human-oriented as possible. There are many chat solutions out there, but Drift was the only one that felt well designed for creating interactions with other human beings. Since implementing Drift, the quality of our engaged online leads has significantly increased. Online or offline, Drift is letting us provide a consistently positive experience that's driving great leads to us instead of driving them away.

The best thing that I like about the Drift was the Slack community. Every time when something wasn't clear for me, someone helped me with an answer.

I didn't like the API and the documentation could be more detailed.

Using the Drift I was able to connect our CRM application with the Drift, and I was able to recreate the flow of the connection with Salesforce

Love their responsive customer success and dev team! There are few companies out their that truly have your best interests in mind (especially in growth mode). Drift takes a refreshing approach to sales, CS, and development and we have had an incredible experience over the last year while implementing their product (and removing forms!). The way they support their customers is also an inspiration to our team at Pixelz!

We've experienced a couple of bugs along the way but the Drift team as been extremely effective in fixing them in a timely manner.

We run a lean sales organization. With Drift, we're booking 50 qualified meetings per month for our inside sales team and collecting +200 emails per month for nurturing. We also having significantly more live conversations with leads while they're on our site - allowing your best leads to skip the SDR queue is win-win for everyone! ;)

I loved how easy it was to set up the product and how knowledgable, helpful & friendly their support staff is. I was able to figure out how to use the site on my own but they were available with fast and prompt service when I needed them. The conference calls were always on time and kept to the point so my time was never wasted.

Nothing. My boss had us cancel the membership despite how much I fought to keep the product.

It speed up the sales qualifying process. It allowed agents to speak with customers in real time online. It allowed ease of scheduling meetings and instantly putting onto an agent's gmail calendar.

Drift can exponentially increase your ability to respond to leads AND clients in seconds - to provide the next tier in customer service, and to offer the ability to interact with leads (and to support existing customers) in the exact moment that they reach out. Every single employee at Drift is friendly, helpful and enthusiastic. Any customer support issues have been addressed immediately.

Nothing! They are consistently adding new features, friendly, helpful and building a great product!

We use Drift to increase our conversion rates on our website, to support existing customers, to automatically book sales meetings and to automate a significant portion of our operations.