Ryan N.
Star Rating: 1.5

What do you like best about the product?
I guess the fundamentals are there, like their name though they have just 'drifted' the last few years

What do you dislike about the product?
Having been with Drift for 3 years the best summary I can give is that this is a company in decline. We recently decided not to renew. First year we had a full customer success manager with QBR's, 2nd year we had a customer success manager, I mean i knew his name and he helped escalate technical support tickets but he wasn't a ''success'' manager in the sense of helping us optimize our playbooks, no regular meetings; 3rd year the CSM just disappeared - nothing, nada. When the time came to renew about 2 months before, suddenly they took an interest in our account (money). When I asked ''oh nice to hear from you, but where have you been the last 10 months'' they said, oh we took away CSM managers on your account level, now there is just CSM on demand. Now I have no idea what ''CSM on demand'' as a concept is, but when you're paying $15K p.a requiring an I.O/contract and C-level signature I think this type of martech buy deserves a CSM. Even if the frequency of meetings need to be reduced, you can have a CSM reviewing an account every 1-2 months. They just removed this and never even told us!! Aside from there downgrading of their CMS function and lack of transparency, they seem to have moved their basic customer support to India. These chat support handlers are appalling - I mean they know nothing. My knowledge of Drift is better than theirs. The one exception to this sea of mediocrity is Natali a CS representative based in London - who deserves a huge pay rise. In terms of product, again nada, nothing. I literally saw just one product release over the last 2 years. Everything else needs improving - their playbook builder, reports - all need UX/UI improvements. I am currently onboarding with Qualified and the difference is light and day.Drift is missing simple things like the ability to move the playbook around by mouse, to change the width of buttons, to customize the chatbot UI. Intergrations are also minimal and poor, exasperating our marketing ops team.

What problems is the product solving and how is that benefiting you?
They are supposed to support conversational marketing and they could if they had a customer success team in place and a product team shipping new products and product improvements.

Brad N.
Star Rating: 3

What do you like best about the product?
The customer support and services team are amazing. They offer many invaluable features and enhancements on top of chat. The features enable us to see and track the companies of "anonymous" users. Very simular to services you'd find with 6sense or other dark funnel tools.

What do you dislike about the product?
We purchased Drift mainly for the chat feature. It's functional, but I lacks many common and expected features. The workflow can be very complex to create. The "modules" in the chat (the copy in if/then flows) are not global content areas. Meaning, you have to recreate them for each and every workflow. This also means you can't report on a questions/comment area across multiple chats. In other words, I can't see common dropoff points across chat flows. The reporting is very weak and lacking. Lastly, they sell "AI Chatbot". There is nothing AI about the chatbot. It's nothing more than if/then based responses on a database of keywords you have to manually create. It's a very laborious process. You have to input the key word, then tell Drift exactly what response or action to take. With today's technology, I would have expected a site scrape and search-like feature.

What problems is the product solving and how is that benefiting you?
Drift provides us with a basic chat service. We were hoping to be able to use the AI Chatbot feature, but it has been very underwhelming. It is functional for live chat, but has taken a lot more work to implement than expected.

David F.
Star Rating: 4.5

What do you like best about the product?
The expertise of the Drift support crew is a huge help. If you're able to get their experts to dedicate some hours each month it will pay dividends for you. The reporting is great, however as with most 3rd party integrations it's important to have clarity on the metrics and how they translate to $ (new or existing).

What do you dislike about the product?
It takes effort to make work, but then so does every 3rd party platform or plug in. A big part of Drift's success comes down to how well you onboard the platform and how engaged or enthusiastic the Drift users are.

What problems is the product solving and how is that benefiting you?
Drift solves the problem of 'time to respond' to requests. Drift provides a more instant response compared to emails or forms. This provides a better experience to those that engage the bot.

Katie C.
Star Rating: 5

What do you like best about the product?
The Drift team has been so incredible during our onboarding phase. The backend of the playbook builds is so easy to use and make changes as we learn from the data. I am excited about the launch of the comment feature so colleagues can provide feedback on the playbooks. We are so excited to get started to start connecting with our prospects and customers on a more personal level.

What do you dislike about the product?
So far I have not had anything that I dislike. I think one of the biggest challenges will be balancing the time our team is available for chat with internal and other meetings in our day to day.

What problems is the product solving and how is that benefiting you?
Drift will help us connect with our customers and prospects in real time, direct current customers to support options, quickly book meetings with prospects, allow web visitors to quickly find content they need, and help us invite prospects and clients to upcoming events and webinars.

Kerry R.
Star Rating: 5

What do you like best about the product?
Drift provides an endless amount of resources and integrations to ensure our experience is as successful as it can be. We are able to integrate with many of our internal data platforms (Salesforce, 6sense) to know more about our prospects and provide them with the best user experience. This top notch experience helps drive prospects through the funnel and influence high value conversions. We also have a great customer experience team to support our account, which makes all the difference.

What do you dislike about the product?
We do not see any downsides to working with Drift.

What problems is the product solving and how is that benefiting you?
Drift is online 24/7/365, which allows prospects to convert at anytime of the day or night. Without Drift, we would not be able to capture folks at the right time with the right messaging.

Megan W.
Star Rating: 5

What do you like best about the product?
I have been lucky to use Drift for the better part of a year now. Not only are we able to talk to inbound prospects for the company but now we are able to send videos of ourselves on prospective social media pages. This will allow a more authentic experience and hopefully get the prospect more engaged!

What do you dislike about the product?
At this time, I can not say much about what I dislike about Drift. I will say that I am anticipating the full capability this application can provide, however, this is a determining factor of the company I work for.

What problems is the product solving and how is that benefiting you?
The problem that Drift is helping my company solve is better communication with prospective clients. This is beneficial for me because it allows for a seamless streamlining of communication.

Drew N.
Star Rating: 5

What do you like best about the product?
The speed you can get things from ideation to in front of users is nothing short of amazing. A/B testing capabilities, reporting and very granular metrics is very well done. It is easy to get people up and running in Drift and it has been easy to train other team members on it as well.

What do you dislike about the product?
Sometimes the support with the engineering and technical teams can take a bit of time in terms of turn around with issues. It is difficult to get support on some of the newer features when they don't work correctly.

What problems is the product solving and how is that benefiting you?
It helps us create leads directly from the chatbot. We are able to build AI to help market, qualify and help sell to prospects. We are even able to help assist them within enrollment using AI and playbooks. The live chat capabilities and UI are user friendly and we have heard positive things from our sales floor.

Steve Y.
Star Rating: 4.5

What do you like best about the product?
Drift provides an intuitive and user-friendly interface, setting up playbooks, is a breeze with Drift. The platform offers pre-built templates and a drag-and-drop functionality that allowed us to customise our conversational flows without the need for extensive technical expertise. Drift's reporting capabilities are also commendable. The platform provides comprehensive insights into customer interactions and engagement, allowing businesses to assess the effectiveness of their strategies. Key metrics such as chat volume, response times, and customer satisfaction ratings are readily available on the reporting dashboard. This data empowers us to make data-driven decisions and optimise our customer engagement efforts for better outcomes. The combination of a great product, fantastic account management, easy playbook setup, and good reporting makes Drift a top choice for businesses looking to enhance their customer engagement strategies.

What do you dislike about the product?
the reporting is good, but it will always be difficult to get a true incremental ROI value

What problems is the product solving and how is that benefiting you?
Capturing potential customers with well thought out and data-driven playbooks, thus helping generate more leads.

Verified User in Computer Software
Star Rating: 5

What do you like best about the product?
As an agent, I am thoroughly impressed with the Drift platform! Since we started using it, our interaction with customers has reached a new level of efficiency and quality. The real-time chat feature is simply fantastic. I can instantly connect with website visitors and address their inquiries in real-time. This not only saves waiting time but also positively impacts the customer experience. The intelligent chatbots have also won me over. They handle frequently asked questions brilliantly and manage to gather crucial customer information before handing them over to me. This means that by the time I take over the conversation, I already have all the necessary context to provide personalized and practical assistance. One of the things I love the most is the ability to customize messages based on the specific pages visitors are on. This creates a more genuine connection as we tailor our responses to their interests. Additionally, the automatic conversation routing system is a game-changer. Conversations go straight to the right team members, further streamlining the process. Overall, we're more connected with customers, generating leads more efficiently and providing an experience that makes a difference. If you're looking to elevate your customer support approach, I recommend giving Drift a shot. 💬👏

What do you dislike about the product?
It would be nice to have access to more detailed conversation analytics. As a user, not an admin, I don't have wide access to my feedback on the conversations I had or data as to how much time I spent on my chats, and what could be better. It can be also some sort of settings only my company has access.

What problems is the product solving and how is that benefiting you?
In summary, Drift's solutions address critical pain points, improving engagement, lead generation, support efficiency, personalization, data utilization, productivity, and conversion rates. These benefits collectively contribute to a more effective and customer-centric approach to business.

Aaron K.
Star Rating: 4

What do you like best about the product?
What I appreciate most about the Drift platform is the extensive customizability it provides in the formulation of playbooks. This feature allows us to tailor unique experiences for potential clients and existing customers alike, enriching their interactions with our online presence. By doing so, we're not only enhancing user experiences but also fostering a more meaningful and personalized engagement with all individuals visiting our website.

What do you dislike about the product?
We persistently encounter challenges related to chat routing and notification for our representatives. Despite our efforts to address these issues, they recurrently resurface over time. This cyclic pattern indicates a need for a comprehensive and more sustainable solution to enhance the functionality of our chat system and ensure seamless communication within our team.

What problems is the product solving and how is that benefiting you?
Drift has demonstrated its effectiveness as a time-management tool for our organization. It streamlines our operations by enabling our sales representatives to concentrate on converting higher-quality leads. Concurrently, it ensures our customers receive the necessary support through its chatbot function, thereby maintaining our commitment to excellent customer service.

Verified User in Information Technology and Services
Star Rating: 0

What do you like best about the product?
Good support and managed services, but heavily priced in the name of that.

What do you dislike about the product?
The team is unable to filter out junk chats from the genuine ones. Pass on all the junk also to CRM. Slow implementation process. They were not able to even route the chats properly to the right team. Anyone would get any random chat. The team stops taking interest in the project the moment they know you are not going to renew. In my case, we told them 3 months in advance and since then, all silence.

What problems is the product solving and how is that benefiting you?
Drift was solving no real business problems for us with no tangible benefits. The benefits that they claim - can be easily realised with a $500-$1000/year tool as well. The automation could have done wonders with the introduction of Chat GPT, none of that happened. The business and sales teams needed to be trained on this separately, they lose their interests very quickly. No tangible value to them as well.

Wesley A.
Star Rating: 5

What do you like best about the product?
We're a global team working all hours of the day. Drift's website chat functions make it near impossible to miss a site visitor with a somple question, a hot lead asking for a demo or an existing customer in need. Love that prospects are able to quickly book a meeting right in the chat function.

What do you dislike about the product?
Identifying new prospects using Drift could be more powerful. Searching for new prospects using the platform doesn't always yeild the most useful results. Maybe additional connectivity with 3rd party app would be useful.

What problems is the product solving and how is that benefiting you?
Easily and quickly capturing website visitors and converting those visitors into valuable leads. The chat function quickly pings available team members until someone is available to chat with the prospect.

Tia E.
Star Rating: 3.5

What do you like best about the product?
I like the fact there is a bot to detect everything our partner needs priior to me jumping in the chat so I have an overview of everything that I need to speak about. I like the fact they can book time in my calender if im not there as it allows no opportunities to be missed.

What do you dislike about the product?
The only downside of drift is notifications can be quite slow meaning by the time I jump on the chat the person on the other end tends to give up.

What problems is the product solving and how is that benefiting you?
It has allowed me to improve my work rate and ensure all questions are being solved and nobodys time is being wasted on each end.

Jean M.
Star Rating: 4.5

What do you like best about the product?
Navigation is very comfortable, just by clicking your choice of on how do you want to record something and the recommendation in every end of editing it right away and lastly the download is very much just a click of a button.

What do you dislike about the product?
Too much simple but very comfortable to use. Need more additional features to enhance the videos and attract viewers. Let me use it for few more days and i will update this review.

What problems is the product solving and how is that benefiting you?
Having it's own desktop app and extension in the browser as well as on phone. It is very helpfull in every way possible from video creation to recording webinars.

Renee P.
Star Rating: 4

What do you like best about the product?
Drift has so many unique functionalities. We've really enjoyed being able to customize the tool to best fit our needs. There's a lot of options and tons of A/B testing. We've seen a huge increase in our leads and opportunities.

What do you dislike about the product?
Would probably be the cost per user. Wish it wasn't so expensive to add one person to chat. I think we'd see a bigger ROI if we were able to add more people to chat at a lower rate. We have several solutions and people specific to those solutions however it would be too expensive to pay for an account for all of them so we have people chatting that are not the experts.

What problems is the product solving and how is that benefiting you?
We have high traffic on our website and push specific ABM efforts. Drift has allowed us to convert they visitors to leads by engaging in chat with them and booking meetings instead of waiting for them to fill out a form.

Andy F.
Star Rating: 4

What do you like best about the product?
I love the fact you can use Drift Video to quickly record sessions, and explainer videos, quickly and easily from the browser plugin dropdown.

What do you dislike about the product?
Sometimes the sound doesn't record from when another video is playing I want to record. But I think that is something to do with the sound compression setting on my MacBook

What problems is the product solving and how is that benefiting you?
It does help me quickly answer any specific user questions as they are browsing on targeted landing pages. As well as use of the Drift Video app to quickly record sessions and explainer videos, quickly and easily from the browser plugin dropdown.

Krista H.
Star Rating: 3.5

What do you like best about the product?
I like the alert features when you receive a chat notification. Also, the interface is easy enough to understand even for a beginner who does not normally work in sales, such as myself.

What do you dislike about the product?
I do not like how politicized things appear on the Drift logo. As a Christian company, it is hard to not get distracted and discouraged knowing we are using software that does not support our values or even just remain neutral.

What problems is the product solving and how is that benefiting you?
It is allowing us to chat real-time with prospective families, as there look through our website. I personally do not like doing phone calls and it makes it very hard for me personally with everything I have going on, so the chat bot feature, is a perfect alternative,

Kelley R.
Star Rating: 4

What do you like best about the product?
I am able to get with prospects in real time! This has proved to be quite effective, especially in being timely in helping with prospects requests. If I am unable to get with a prospect in time, it is immediately routed to a coworker, who can help with their request.

What do you dislike about the product?
There is no feature that allows for discrimination of user requests and if they get routed to me. I find myself taking a lot of customer service related requests, even though I am on the sales team. This takes away from my tasks as an SDR, and I do not have the expertise to answer their customer-service related questions.

What problems is the product solving and how is that benefiting you?
Drift allows me to connect with prospects in real time. As soon as someone has a question, I am able to answer it. Additionally, it allows me to quickly look up the account the prospect is a part of in my CRM.

Bryan A.
Star Rating: 5

What do you like best about the product?
The professional services and customer success teams that Drift provides make it incredibly easy to deploy, optimize and continuously generate ROI from Drift. Drift is very easy to navigate, manage and report on. Once you wrap your head around playbooks, they are easy to replicate across the board. It has become a popular way for a). people to convert on our website as an alternative to forms and b). the sales team to find active leads that want to connect immediately. Drift gave our website a much-needed live-action element to lead conversion.

What do you dislike about the product?
The reporting could be more detailed. It's mostly done at a high level and it lacks the ability to integrate custom objects/fields into the Drift side of the report (though, this can be achieved through a Salesforce-side integration). We end up using three platforms, Drift included, to report, but all the data we need is ultimately there.

What problems is the product solving and how is that benefiting you?
Drift provides us with another conversion point for prospects. It also connects our sales team to buyers much more quickly. We are seeing success on the Drift platform and that is turning into increased pipeline where prospects interact with Drift, as well as sales from that pipeline. At the end of the day, we're getting more prospects and customers in front of our sellers by using Drift.

Nicole F.
Star Rating: 5

What do you like best about the product?
Excellent tool for connecting prospects and customers with sales. There are so many ways to customize the lead routing and audience targeting to meet business needs. The best feature is the Salesforce integration which shows opportunity influenced by Drift in ways that I only wish other martech could do.

What do you dislike about the product?
There should be an easier/out-of-the-box way to block all spam and profanity from routing to our team members. Right now, blocking particular words needs set on each conversation node.

What problems is the product solving and how is that benefiting you?
The live chat is extremely valuable. The people visiting our website want an instant response to their questions. They do want to wait for a contact us form follow-up. The chat transcripts are automatically attached to the lead record. The prospect is automatically added to the salesforce campaign.

Riley U.
Star Rating: 3.5

What do you like best about the product?
I love that I can carry out my day-to-day tasks while having drift-booking meetings in the background. It makes my life so much easier. It qualifies my prospects and allows them to seamlessly book time in my calendar.

What do you dislike about the product?
The downsides are sometimes the person filling out their information makes an error and the bot does not pick up on it, so still some involvement from my end to ensure information is valid.

What problems is the product solving and how is that benefiting you?
It is a booking meeting for me based on prospects who are on the website. The bot prompts the prospect to answer some qualification questions and then encourages them to book time in my calendar.

Sarah C.
Star Rating: 4

What do you like best about the product?
Easy to use and set up the tool as well as manage and onboard new users. Has good functionality and integrates well with other platforms such as SFDC. Good reporting. Is helping us to generate new, qualified meetings for Sales team.

What do you dislike about the product?
Overall the Drift tool fits the bill for what we want to use it for. We have had multiple different Drift CSMs over the past few months which has led to some incocnsistancy in how our account is managed - i.e. tracking KPIs, helping to build out optimised playbooks, etc.

What problems is the product solving and how is that benefiting you?
Drift enables our Sales team to live chat with web prospects, acting as a quick and easy pre-qulaification tool. We also utilise the book a metting functionality to enable prospects to book directly with our SDR team.

Brendan K.
Star Rating: 5

What do you like best about the product?
What I like about Drift is that you are able to create a Playbook, and customize the interaction and questions that your bot will have with a visitor to the site. I also love the fact that you can connect/integrate Drift with your Calendar and visitors can either talk to an urgent if they wish to or book meetings directly through Drift and your Calendar Integration.

What do you dislike about the product?
There is nothing I dislike about Drift so far. It does what we need and is serving its purpose without any challenges as yet.

What problems is the product solving and how is that benefiting you?
We use Drift for prospective clients that visit our website for our services. As a Sales Consulting/SDR/BDR services company, people visit our website, and in most cases, they want to know what we do, the processes and tools we use, and need more information through booking a meeting or through having a conversation with an urgent or the bot. We use Drift for this engagement with site visitors or prospective clients that might want to know more about the services we provide.

Arika P.
Star Rating: 4.5

What do you like best about the product?
I like how convenient it is to respond to prospects along with add coworkers to chats when needed. The added word tracks do offer a great benefit when I am stuck and do not know what to say.

What do you dislike about the product?
The only downside to drift that I have found is the ease of use. I am great at maneuvering through the chat features but wish it was more user-friendly on some ends.

What problems is the product solving and how is that benefiting you?
Drift helps the consumers to be able to chat with our sales team in real-time and not have to wait. It gives us leverage to gain more business and not lose due to competitors.

Casie P.
Star Rating: 4.5

What do you like best about the product?
Gives our reps the ability to talk live to prospects, increases our speed to lead/opportunity, and their customer service and support are like no other!

What do you dislike about the product?
Isn't anything to dislike about the product this far, and the feedback you give back to the team is always fed back and they are always looking for ways to improve

What problems is the product solving and how is that benefiting you?
Massively helps with qualifying leads that come in through to our website, and then allows us to make decisions on where to best place these leads, as well as allowing our prospects to chat directly to their sales reps having questions and enquires answered quicker.

Tim D.
Star Rating: 5

What do you like best about the product?
Visitors to our website often look for a quick answer to a question, and while we have the answers tucked away among the pages, there is nothing like being able to talk to someone right away. Drift allows visitors to reach out to a representative and have a quick and welcoming chat. The online process also seems to encourage folk who would not fill out a form to interact with our team and access information.

What do you dislike about the product?
We don't really have a downside view of Drift. The application does not have a call back feature for interactions where the customer has left the chat, but this feature would probably not be feasible, or acceptable to site visitors!

What problems is the product solving and how is that benefiting you?
Drift is allowing our representative to have conversations and make connections with users who may not like filling out forms. Starting a conversation style interaction really does encourage users to interact with us when they might not otherwise.

Camille S.
Star Rating: 4

What do you like best about the product?
So far we have not started using drift but have been in training and the team has been really great with onboarding and creating playbooks.

What do you dislike about the product?
Some of the training seems like more of a sales pitch for drift than actual training at times. (not live training, recordings online)

What problems is the product solving and how is that benefiting you?
So far we have not started using drift but I am hopeful that it will help us reach prospects quicker and filter out support requests.

Verified User in Industrial Automation
Star Rating: 3

What do you like best about the product?
Drift is a great tool for collecting customer info, routing leads to our sales channel, and logging all of this info for future use. It's helping us capture novel business with brand new customers that we previously would have missed.

What do you dislike about the product?
I work on the technical support side of our business. My biggest complaint with Drift is that it is sales focused. That makes it difficult for us to route technical queries accurately and efficiently. It sometimes results in excess busy work on interactions with existing customers.

What problems is the product solving and how is that benefiting you?
Drift is helping us capture new market share by interacting with non-committed customers. It generates fresh leads for our sales team which helps them exceed their sales goals.

Kimi A.
Star Rating: 4.5

What do you like best about the product?
I love the saved replies feature to make inbound chats more efficient in responses, especially since I want more "humanized" responses so I don't sound like a bot.

What do you dislike about the product?
Notifications are buggy - new chats don't automatically pop up in both browser and desktop app. I have to refresh or manually click on the link in Slack to access the chat.

What problems is the product solving and how is that benefiting you?
Drift is solving inbound chat requests that come in. I'm supposed to be fielding inbound demo's but whenever I get something regarding customer service, I do have a saved reply for them to reach out to our support team.

David H.
Star Rating: 5

What do you like best about the product?
- Extremely intuitive environment and UI - Regular updates and visible changes - Communication of updates

What do you dislike about the product?
- Sometimes having even too many choices - Routing options are overwhelming and need a lot of trial and error or assistance from experienced consultant

What problems is the product solving and how is that benefiting you?
It's a small, condensed version of our website where we can guide the journey of the dialogue.

Verified User in Information Technology and Services
Star Rating: 4.5

What do you like best about the product?
Drift makes it easy to interact and talk with prospects. The chat feature is easy to use and I like how they can book a meeting with me directly. It's also great because I can see which of my accounts are interested in our products.

What do you dislike about the product?
It's been a solid sales tool so far. It would be great if the reporting were a bit more detailed but overall I like using Drift and it's been really helpful for me.

What problems is the product solving and how is that benefiting you?
I'm able to see which of my accounts actually have interest and are looking for information about our products. It makes conversations easier since I know they know who we are and a little bit of what we offer.

Arthur S.
Star Rating: 5

What do you like best about the product?
Great way to quickly chat with those that are looking for more information about your product/service! It is easy to use and very intuative. Great features to use within the platform!

What do you dislike about the product?
The only down side is too many notifications as every chat someone types comes in as a notification. However they all get grouped together so it is not a huge deal.

What problems is the product solving and how is that benefiting you?
Quick connection to chat with those that are exploring our service.

Clayton G.
Star Rating: 5

What do you like best about the product?
The thing I like the best is the instant ability to connect and offer assistance to a customer on our website. I enjoy the real-time interaction and the personalization I can bring into the conversation.

What do you dislike about the product?
The only thing that I don't like about Drift is the issue I am having when the desktop application is open. The mobile app keeps the conversation refreshed very quickly but I have experienced a lag in the desktop app.

What problems is the product solving and how is that benefiting you?
It's eliminating one more step for our customers to get in touch with someone from our Inside Sales team. Instead of filling out a form and waiting to be connected over email, they are instantly connected with a member from our team.

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
When I started my outbound Account Executive job, I wasn't added to Drift for the first 6 weeks until I was fully trained on the product. Once my Drift account was activated the meetings booked on my calendar nearly tripled and the leads were very warm too. Drift is a very easy way to be transferred a warm lead.

What do you dislike about the product?
The customer usually logs off before I have a chance to chat with them in the conversation. But most of the time the meeting is already booked so you're able to just pick up on the sales call.

What problems is the product solving and how is that benefiting you?
It does the work of an inbound BDR or SDR for us so we can get discovery calls and demo meetings set on our calendars without ever having to talk to the prospect before hand.

Santiago C.
Star Rating: 4

What do you like best about the product?
Drift offers real-time customer engagement through chatbots and live chat features, enabling businesses to address inquiries promptly and capture leads efficiently. With personalized interactions based on visitor data, Drift enhances the customer experience and improves the likelihood of conversion. By automating routine tasks and capturing and qualifying leads, Drift streamlines the sales process and boosts overall efficiency.

What do you dislike about the product?
Setting up and learning to use the platform may require initial time and effort. Balancing automation and personalization is crucial to avoid potential drawbacks of overreliance on automation.

What problems is the product solving and how is that benefiting you?
Processing sales in the best possible way

Eulitah T.
Star Rating: 5

What do you like best about the product?
Able to join more people It is extremely quick and easy to use external software apart from the well-known softwares for example Intercom Chat

What do you dislike about the product?
Drift could have better payment options or packages

What problems is the product solving and how is that benefiting you?
It is solving problems of being connected with clients i am not necesarily able to get in contect with physically so Drift breaches that gap.

Jorgen C.
Star Rating: 4.5

What do you like best about the product?
I love having real time conversations with website visitors. It's a great tool for customer support and lead generation.

What do you dislike about the product?
I don't have any / have not experienced any down sides with Drift

What problems is the product solving and how is that benefiting you?
Drift is allowing me to generate better leads and hit my quota faster. This is hopfully enabling me to receive a promotion in the next few months.

Josee-Evangelique N.
Star Rating: 4

What do you like best about the product?
Direct access to my calendar which allows a quicker communication with prospects, and automated messaging when I am not at the office so that everyone is taken care of.

What do you dislike about the product?
The prospect allowed to book some time in my calendar are not as verified as Id like: sometime the telephone number is not correct or the email chose is not a corpprate one.

What problems is the product solving and how is that benefiting you?
Direct contact from our website to the sales/marketing team even when we are not actively working: gain of time overall. Easier access to our email. Demo schedule more easily.

Garret S.
Star Rating: 4

What do you like best about the product?
The routing mechanisms work really well with our teams. Additionally, the ability to dive into conversational analysis on a deep level is super helpful and one of the most robust parts of the tool.

What do you dislike about the product?
There have been some continued opportunities on holistic reporting. We were very interested in "rep availability", but the tool has not had access to that metric. It is coming soon on the roadmap but would've loved to have had it for the last 2 years.

What problems is the product solving and how is that benefiting you?
Drift is helping us stay connected with the prospects on our website and converting them to paid customers by equipping us to quickly and easily answer their questions and move forward in a sales cycle.

Mike M.
Star Rating: 5

What do you like best about the product?
User interface is very intuitive. Gives you great insights into the orgs researching and currently on your site. Their support has been great. Implementation was a breeze. Overall great product and company.

What do you dislike about the product?
Honestly can't really think of anything. It'd be nice to get more contacts that are on your site instead of just companies, but that's a limitation of any chat tool out there, and not drift specific.

What problems is the product solving and how is that benefiting you?
The ability to engage people that are on our site, or researching our product. This is a massive advantage for any sales / marketing organization. Leveraging intent is key to any successful outreach.

Milroy A.
Star Rating: 5

What do you like best about the product?
Easy to set up, works with no-code developers as well. The looks are friendly and customizable. Suitable for any company that is looking for a quick solution instead of building its systems.

What do you dislike about the product?
Quite hard to find the pricing plan. It always says to open a chat to discuss pricing. If they can be transparent about pricing, it will be beneficial. Now it seems like they want us to like the product and get used to it, and when we are comfortable with it, if they ask for a considerable sum, it will be problematic.

What problems is the product solving and how is that benefiting you?
Handling customer inquiries when I am not available. Keeps track of the requests. Sends email notifications about visitors. Takes care of the visitors to the site.

Samuel S.
Star Rating: 5

What do you like best about the product?
It is very useful for helping me with my work in terms of helping cliants go from place to place in terms of talking with different cliants and also working with them.

What do you dislike about the product?
I don't like that it is not the most helpful to help me with finding new it cliants to talk to on Drift, I still use it to talk to potiental new customers though.

What problems is the product solving and how is that benefiting you?
Well, I use drift to talk to potential customers who are looking at Bottomline Technologies products and I want to help them book a demo with pour product experts.

Sara B.
Star Rating: 4

What do you like best about the product?
The opportunity to quickly interact with customers visiting our website.

What do you dislike about the product?
Many of the customers visiting have operational or financial disputes; they are not seeking product information or help from a sales rep.

What problems is the product solving and how is that benefiting you?
Drift provides immediate contct with our customers and different ways to answer questions on a particular company Brand or service.

Nash B.
Star Rating: 5

What do you like best about the product?
I like the simplicity and user-friendly capabilities that Drift offers.

What do you dislike about the product?
I would really appreciate it if there was a download button after recording immediately.

What problems is the product solving and how is that benefiting you?
It is solving my problem of having an external screen recorder like OBS or Movavi Suite which requires a lot of CPU and RAM power.

Ian C.
Star Rating: 4

What do you like best about the product?
I love having a live chat with customers. It's easy to understand their needs and set up a time to chat about certain topics if necessary. Most people don't want to have a call with sales unless they know it's worth their time, Drift makes it easy to establish credibility.

What do you dislike about the product?
Drift needs to be properly set up for it to function and scale. If not it can feel that multiple members of a team will hop onto one call and the product can feel challenging to manage. Make sure you onboard and do the trainings. Overall not a complex product to use.

What problems is the product solving and how is that benefiting you?
Creating qualified meetings for the sales team and giving customers easy access to chat live with a sales person without having to commit to a call. It provides a casual convo before a serious meeting.

James D.
Star Rating: 5

What do you like best about the product?
Drift is a powerful conversational marketing tool which enables you to convert more traffic into leads, sales & revenue! I find the ability to integrate Drift with Marketing Automation Programmes (MAPs) and CRMs (such as Salesforce) most useful as leads are automatically created when they meet the qualification criteria.

What do you dislike about the product?
Everything that I have disliked about Drift has been fed back and added to the development list for future improvements.

What problems is the product solving and how is that benefiting you?
Drift is helping us convert more of the traffic into Leads, Sales & Revenue by creating tailored playbooks to target & qualify prospects before routing them through to Sales. Leads are automatically created and tracked to Sales for reporting purposes.

Verified User in Computer Software
Star Rating: 5

What do you like best about the product?
Drift is amazing. Prospective customers (and current customers) can reach out to our team to see immediate 1:1 human support. Engagement is quick and almost effortless. In addition, you can use Drifts video feature to construct personalized videos to grab the audience's attention. This which sets us aside from competitors who merely use a generic email template to be delivered to someone's email box and get lost in the shuffle with the tremendous amount of prospecting emails stakeholders receive daily. Better business! Better experience for all!

What do you dislike about the product?
Drift is on a roll! They have a vision and are dedicated to driving business results for their customers. "Maybe" one downside could be their account engagement as it doesn't match with other resources our company has to track website traffic. HOWEVER, this could also be of the fault of other platforms as well.

What problems is the product solving and how is that benefiting you?
I believe that Drift is continuing to stay ahead of the market and puts innovation at the forefront of its business to ensure better business outcomes for its customers.

Verified User in Computer Software
Star Rating: 5

What do you like best about the product?
Drift is great becuase I can see which companies are interested in my company's software. Then, when I reach out to contacts, my outreach is timely and appreciated.

What do you dislike about the product?
I wish there were a way to filter drift results by companies in my CRM, but do not have an assigned owner. Maybe there is a way to do this, but I have searched and not been able to find it.

What problems is the product solving and how is that benefiting you?
Drift connects me to users that are researching my company's product. It makes my job in Sales much easier, becuase I am quickly connected to potential buyers. Drift also helps those potential buyers book a meeting directly to my calendar for an initial conversation.

H. Eduardo C.
Star Rating: 5

What do you like best about the product?
The Drift Bot does a good portion of qualifying the lead for us. Once that happens is super easy to continue a business conversation.

What do you dislike about the product?
We are getting some spam inquiries in hindu and arabic is difficult for the platform to vent out those inquiries that are not real business needs.

What problems is the product solving and how is that benefiting you?
Drift Is keeping our sales team engaged right away with potential customers! It allows us to improve the experience with our website traffic and establish a direct dialog with them.

Arielle G.
Star Rating: 4

What do you like best about the product?
Partners are able to get quick help through the chatbot and book a meeting with me through the integrated platform.

What do you dislike about the product?
It's not entirely clear how to get certain user permissions. Some access is hidden and it's unclear who the admin is on the account.

What problems is the product solving and how is that benefiting you?
Getting Partners quick answers rather than them having to reach out to a person for each individual question! Saves our Account Management team a ton of time.

Megan L.
Star Rating: 5

What do you like best about the product?
The thing I like best about Drift is the team that I work with. We had a great onboarding experience and they worked quickly to help us meet our launch date even though it was shorter than their standard onboarding timeline.

What do you dislike about the product?
There isn't anything that I dislike about my experience so far.

What problems is the product solving and how is that benefiting you?
Drift helps us direct our website visitors to the right place on the site with the ultimate goal of having our target accounts book a meeting.

Tyler L.
Star Rating: 4.5

What do you like best about the product?
Drift is very effective and efficient, there are integrations with many of the big named applications used industry-wide and customizable options to make Drift an effective tool for any team.

What do you dislike about the product?
It took some time to perfect our rules and integrations with Zoom, Aside from that I can think of no dislikes at this time.

What problems is the product solving and how is that benefiting you?
Drift helps my team by effective communication with site visitors and initiating conversations to set a meeting with an SDR based on company, size and territory.

Roshan M.
Star Rating: 5

What do you like best about the product?
The chatbot is most helpful when you have a quick question on funtionality and need a short answer. 7 times out of 10 it can give a good starting point to find what you're looking for.

What do you dislike about the product?
I wish it would function with my mobile number like a text message and I can reply in kind.

What problems is the product solving and how is that benefiting you?
I use drift for a live chat service on my website and really that is all.

Sumita B.
Star Rating: 4.5

What do you like best about the product?
Customers are able to contact me directly through chat or by setting up a meeting on my calendar.

What do you dislike about the product?
It take a long time to set it up and difficult to make changes.

What problems is the product solving and how is that benefiting you?
Drift helps me to get in touch with customers when they need my services most and that helps me to gain their trust.

Verified User in Information Technology and Services
Star Rating: 5

What do you like best about the product?
It is easy to set up & use, and it integrates well with marketing, CRM, and ABM tools like HubSpot, Salesforce, and Demandbase. The Drift profiles and meetings are one of the best Drift features.

What do you dislike about the product?
The chat/conversation routing rules & playbook goals are still complicated. Time and again, it keeps on throwing lead sync errors. However, it gets fixed most of the time automatically.

What problems is the product solving and how is that benefiting you?
The Drift has solved the slow response rates from the prospects. Our meeting bookings are up month over month. It has helped to disqualify the junk and bad leads, sales do not have to deal with the known junk leads.

Josh G.
Star Rating: 5

What do you like best about the product?
What's most helpful about Drift is the extra meetings that are created from inbound opportunities.

What do you dislike about the product?
There could sometimes be more information on who the person researching our organization is.

What problems is the product solving and how is that benefiting you?
Drift is helping us to qualify more inbound leads. This is helping me to get more meetings that contribute to my quota.

Verified User in Marketing and Advertising
Star Rating: 3.5

What do you like best about the product?
Drift offers our website visitors a quick and easy way to interact with our solution experts and qualify prospects when they are ready to talk. The flexibility in conversation routing allows us to connect visitors with the right person to answer their questions or book a meeting after hours. The customer success team is always very helpful and willing to go above and beyond to help our team find success. If there is information or analytics that we cannot find in the platform, they will pull that information and provide us with the analysis needed. We have worked with a few different customer success representatives over time and have never experienced a gap in support. Drift truly wants to see its customers succeed and is constantly making the effort to improve their platform and product offering.

What do you dislike about the product?
It can be considered a large investment compared to other chatbots, but the ability to quickly engage with our prospects delivers a nice return on investment. The in-platform reporting could be a lot more flexible, but the Drift team is constantly making improvements and considering customer feedback when making platform updates. I typically need to export conversation data to conduct a detailed conversation analysis and uncover chat user trends. The bot could use a little bit more customization and flexibility in the way messages appear.

What problems is the product solving and how is that benefiting you?
Drift is helping us engage quickly with prospects on our website and answer any questions they have about our solutions. We can also nurture target accounts with Drift Prospector and gain valuable insight into our website visitors and their behavior.

N H.
Star Rating: 2.5

What do you like best about the product?
Drift allows me to communicate in real-time with customers and syncs with my work calendar.

What do you dislike about the product?
I cannot change the notification sounds, which has caused me to miss a Drift. My Drift often disconnects or fails to link correctly with my calendar. It will frequently say I am unavailable when I am available until I refresh the page several times.

What problems is the product solving and how is that benefiting you?
Connecting with potential customers through the website through a chat bot.

David A.
Star Rating: 4.5

What do you like best about the product?
The integrations with our CRM, MAP, ABM, and Sales Engagement solutions give us more visibility into the accounts and prospects that visit our website and how we can better target and engage them with the right chat experience. I've tried other chat solutions from HubSpot and ZoomInfo over the past year, but Drift offers the best functionality, features, and user experience that you could ask for from a conversational marketing solution.

What do you dislike about the product?
The title of my review is "The best conversational marketing solution on the planet," but no technology is ever a perfect 10/10. While Drift leads the space in terms of ease of use and functionality, I think there is still room to improve the navigation menu and how admins view the Bot flow of chat playbooks. Very much nitpicking here as Drift still has the best way to set up chat flows that I've personally experienced.

What problems is the product solving and how is that benefiting you?
I managed our Drift instance at a previous company for ~1.5 years but hadn't gone through onboarding before. Having experienced success at my last company using Drift, I was confident that the organization I joined in September would find value from the platform as we prepared to go through onboarding and implementation. The onboarding experience was seamless as we had great partners from the Drift and Lift AI teams working with us from start to launch. We had 3 meetings booked via Drift within our first month - which was 3 more than we had while using a competitors' chat solution over a year.

Verified User in Information Technology and Services
Star Rating: 4.5

What do you like best about the product?
I love how easy it is to use! I started with Drift with very minimal chatbot setup experience. When I began using Drift, I was in an admin support role and within a year, I was creating playbooks from scratch, getting ABM Bots ready and auditing the platform as part of our demand generation tactics!

What do you dislike about the product?
I don't like how you can't create reports on Drift. Although the reports and dashboards provided on the platform are good and useable, having custom reports that we can build to cater to our needs would put the cherry on the top.

What problems is the product solving and how is that benefiting you?
Drift is helping us chat with prospects in real-time. When our sales reps aren't available, Drift helps speed up the sales process since users can book a meeting instantly through the chatbot.

L Y.
Star Rating: 4

What do you like best about the product?
The availability to make training videos.

What do you dislike about the product?
Took a bit to get used to how it all worked.

What problems is the product solving and how is that benefiting you?
We are able to set up comprehensive training videos for all new hires.

Rob B.
Star Rating: 5

What do you like best about the product?
I like their design, simpliity and figuring out various issues.

What do you dislike about the product?
I would like it if Drift simplified things more. That probably involves more surveys and product managers.

What problems is the product solving and how is that benefiting you?
Drift helps the org I work for do sales and marketing processes more easily by letting us implant a widget on the website that help drives conversion through webchat.

Adam H.
Star Rating: 5

What do you like best about the product?
Love how many different options there are for notifications. The playbooks also make it easy routing to the correct representative.

What do you dislike about the product?
Haven't found that out yet. It has all be great.

What problems is the product solving and how is that benefiting you?
It makes it easy for our prospects to chat with a live person without picking up the phone.

Verified User in Accounting
Star Rating: 4.5

What do you like best about the product?
Drift excels in customer interactions with AI-powered chatbots delivering personalized, speedy responses. Its seamless integration and user-friendly interface enhance customer engagement, albeit at a premium price. Its analytics help optimize interactions, making it an effective tool for digitally-savvy businesses.

What do you dislike about the product?
While Drift's AI chatbots are innovative, they occasionally miss the mark in understanding customer queries. The interface could be more intuitive, especially when customizing bots. Also, the analytics could use a boost in depth and customization. The pricing might be steep for small businesses. Yet, it holds potential for improvement.

What problems is the product solving and how is that benefiting you?
Drift streamlines customer interaction, providing swift, automated responses even outside of business hours. Integrates well with other platforms, making it an all-around handy tool for businesses aiming to elevate their customer service game.

Elizabeth H.
Star Rating: 4

What do you like best about the product?
One of my favorite features is getting real-time notifications when one of my leads is interacting with our website, clicked on a link, opened an email, etc. It helps me know when a lead is active and I should follow up with them with ease. I also like that I can integrate it with Salesforce and G-mail. The video tool is also another great feature of Drift. I really like the ability to quickly record a video and embed it in an email. I also love that I get notifications when someone views my video and for how long.

What do you dislike about the product?
My biggest complaint about Drift is the meeting scheduler. I would really like the ability to have a meeting type with multiple time intervals (e.g. 15 minutes, 30 minutes, and 60 minutes). I'd also like the ability to customize the landing page.

What problems is the product solving and how is that benefiting you?
Drift makes it easier to connect with potential leads, interact with leads, and capture new leads. It supercharges the way our sales team generates new prospects.

Verified User in Hospital & Health Care
Star Rating: 5

What do you like best about the product?
Drift is very easy to understand and user-friendly when creating chatbot flows (Playbooks). At the end of the day, it's all about converting prospects into qualified leads for us and Drift has already secured multiple meetings within the first two months of use.

What do you dislike about the product?
I have nothing to report here at this time. We're still in the building and strategy phase. Everything that I've experiences so far has been positive, including working with the Drift team who seems just as invested in our success as we are.

What problems is the product solving and how is that benefiting you?
Drift is helping us understand who's engaging on our website in real-time and driving them down the sales funnel when appropriate. We've also noticed potential use cases in elevating the customer support experience based on visitor actions.

Hector M.
Star Rating: 5

What do you like best about the product?
We started using Drift months ago, and the difference has been huge. Now is much easier for clients to reach out to us, and for us to follow up and get hot deals.

What do you dislike about the product?
Well there's nothing specific that I dislike, I guess that when my volume is high the notifications drive me crazy! But that's on me.

What problems is the product solving and how is that benefiting you?
It automates processes, I don't always have to be connected cause the chatbox will save me, and it's avoiding me to manage manual inbound leads.

Verified User in Computer Software
Star Rating: 3.5

What do you like best about the product?
Integration with the tools like calendar, CRM and Email. Also, it´s easy to use.

What do you dislike about the product?
The colors could be different, more attactive. It looks like a bit "bi-chromatic" in my opinion (black and white).

What problems is the product solving and how is that benefiting you?
It is very convenient and fast because it has integrations with my tools so everything is connected. Also, the look and feel is very intuitive.

Verified User in Information Technology and Services
Star Rating: 4.5

What do you like best about the product?
Drift has been very helpful for our team, especially when It comes to live chats. We also send videos to prospects and it allows them to seamlessly schedule appointments using our calendar

What do you dislike about the product?
The dashboard has very few buttons which is cool but sometimes it's difficult to know where to click for the most common features such as basic settings. Maybe something that has common settings right in front of you

What problems is the product solving and how is that benefiting you?
Drift is helping us answer basic customer service questions and then if they need more help we could step in. It's helpful so that way our team doesn't have to spend time on basic questions that a bot can answer

Shreya S.
Star Rating: 4

What do you like best about the product?
Dashboards are quite helppful. It show who has visited our websites when and from where. It makes reaching out to customer quite easy.

What do you dislike about the product?
It sometime doesnt record email ids of customers

What problems is the product solving and how is that benefiting you?
It show me live customers who are using our websites and also live chats are quite useful.

Rodney W.
Star Rating: 0

What do you like best about the product?
When I was using Drift I though it was a great basic package and free was all I was needing at the time. Planning to subscribe to a plan at a later date .... not now.

What do you dislike about the product?
I have clients that have left an important message and I can't get to. The password reset emails are not coming through to my email address. So I send drift a support request to send me a reset email manually and they closed the ticket without even looking at it saying it was a free account and free accounts don't get support. I don't care what the software is resetting and getting into your account should be supported but you get what you pay for I guess.

What problems is the product solving and how is that benefiting you?
Chat on website

Pierre P.
Star Rating: 5

What do you like best about the product?
The auto book feature is really nice. We have a lot of prospects who come in on our out of office hours or over the weekend, so having a feature where they can just book directly to my calendar is perfect.

What do you dislike about the product?
I wouldn't say there is much I dislike about Drift but I would say a feature they may be missing out on would be to have the ability to route to the lead to the right rep based off territory of the prospect.

What problems is the product solving and how is that benefiting you?
It helps us track who has visited our website and what webpages they have gone to. On top of that it also enables the prospects to book directly to our calendar which can be a huge help.

Samantha S.
Star Rating: 5

What do you like best about the product?
It is easy to use, customizable for our organization's needs and integrates with all our systems flawlessly. The desktop and mobile apps also make it easy for my team to stay on top of leads coming through.

What do you dislike about the product?
Very little I dislike about Drift from the user perspective. Admin wise I would like more detailed reporting on when my team is responding, from what regions we are getting traffic, etc.

What problems is the product solving and how is that benefiting you?
We are catching folks right as they come to the website and quickly narrow down their search. Before Drift we believe we were losing out on all these leads.

John D.
Star Rating: 4.5

What do you like best about the product?
They understand the concept of conversational marketing, tech integrations and the importance of flexibility/reporting. Think with customer in mind first.

What do you dislike about the product?
Lack of CSS around text and look/feel is limited, reporting is super heavily tied to CRM and not all orgs are positioned to take full advantage of its features.

What problems is the product solving and how is that benefiting you?
Deflection of account support inquiries, vendor relationship management, reduced friction for prospects and overall visibility into who is engaging with the site, our subject areas and product lines.

Ryan S.
Star Rating: 5

What do you like best about the product?
I like that drift serves as a live channel of communication. It automates the process of booking incoming meeting requests.

What do you dislike about the product?
I wish the drift platform had more security measures for email domains. That way, customers cannot set up meetings under fake emails.

What problems is the product solving and how is that benefiting you?
Drift is automating the process of inbound meeting requests.