Drift reviews

Expensive but awesome

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Drift-The new way of conversational marketing!

Opmerkingen: Overall I can say we are satisfied with their services. It ultimately filters genuine leads from the universal traffic on the website and that too with high buying intent. Chat bot, Playbooks, Analytics and Integrations are just icing on the cake.

Pluspunten:

-Playbooks- Setting up of chat bot and customizing it based on the page and target market becomes very easy with drift's playbook feature. You can very easily set up chat bot and start receiving genuine leads. -Analytics and Integrations- The deep analysis of the tool always keeps you on your toes and helps in pointing out various scope for improvement. You can also measure the efficiency of your chat agents as well. Also, it provides integration with your marketing CRM as well for lead handling purpose. -Customer Service- You are facing any issue with drift? Do not worry. Customer service is just a chat ping away. They are always attentive and help you proactively

Minpunten:

-Price- This was the main concern while evaluating various chat tools. Drift is follows a premium pricing which might not make it suitable for Small businesses. -No Forms- Drift takes pride on omitting the forms from the chat and enabling their conversational way of marketing. I think, they should make that optional. They should forms as well. -They should also have a feature in which chat transcripts can be emailed as well.

LiveChat tool

Pluspunten:

I liked that it integrated with top CRM systems in the Market. Their support is great.

Minpunten:

It was costly. Playbooks were a bit buggy at times.

Good for chat but saw diminishing returns

Opmerkingen: Our overall experience with Drift was fine. The technology, implementation, and support worked ok. We just couldn't justify renewing with them after the results began to diminish.

Pluspunten:

Drift initially provided our team a great way to generate leads via our website chat. The volume was high and we saw that offering to book a demo via chat captured some leads that otherwise might not have asked for a demo. This worked very well for our team and provided great results.

Minpunten:

After a while, our visitors stopped interacting with the Drift chat. We weren't able to prioritize the hottest prospects or really have enough data to know what our visitors were doing or who to chat with. We started to book fewer demos via Drift. Drift didn't offer the deep data analytics or ABM data that other vendors offered. So there wasn't enough functionality to keep us on board.

Best Conversion-Maximizing Method For Any Website

Opmerkingen: Drift allows me to communicate with clients and gauge the level of interest they have in our offerings. My end aim is to close a transaction, and Drift helps me do this by facilitating instantaneous communication with prospects and clients, allowing me to address their concerns and guide them toward a conclusive next step in the buying process.

Pluspunten:

Through Drift, I am able to contact with leads at the precise moment of their highest interest and engagement with the website, and to respond to their pressing queries immediately. Many of the talks I've had with potential clients have resulted in a sale.

Minpunten:

Forcing customers to provide email addresses before speaking with a representative. There is room for simplification in the reports and metrics. There are not further improvements needed.

Simple setup, solid results

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

kickstart conversation marketing

Opmerkingen: It has been great but i believe much more integrated approach is needed.

Pluspunten:

started using drift for our startup after moving away from HubSpot. It has been a great learning curve for us. Some aspects I love about drift is the lead tracking and bot performance. Also leveraging drift for email and phone converation as a CRM is a big plus. Also scheduling and calendar invites make is better than calendly

Minpunten:

Would love if drift can be an email server as well so that we can skip email server costs. It does most of the things already just needs a sync from gmail. It is very expensive especially since you have to pay upfront for the startup plan

Good Conversational Marketing Tool

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

Pluspunten:

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

Minpunten:

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

I use the free version for my consultancy

Opmerkingen: I have a side-hustle consultancy, and needed a way for my website visitors to get in touch. This was a really simple, free solution.

Pluspunten:

Really simple setup, haven't had to touch a thing since implementing it.

Minpunten:

Having to switch between the app and the browser for different functionality - either have it all in app or dont.

A Quality Product

Opmerkingen: I think it's a quality and powerful product.

Pluspunten:

Drift is designed to help people accomplish their business goals, especially B2B business goals, which is super helpful. Other chat companies are not as in tune with B2B needs which is what sets Drift apart. They have the right features and tools for the B2B marketer.

Minpunten:

One setback is not being able to pull in custom cookie tracking data through the Drift form/bot. That tracking info is critical to business success.

Drift - Robust Chatbot That May Not Be Worth the Hassle

Opmerkingen: We have very complex products that require a great deal of one-on-one dealing with our salespeople. In other words - they're not simple products like a t-shirt, but are highly-engineered with extremely specific specs. With this in mind, we use our chatbot as a way to funnel people to get in touch with us based on what they need: service, parts, repair, equipment quotes. It works super well and has cut down on the frustration of not knowing where to go on the website. It provides them an immediate way to reach out.

Pluspunten:

Drift is a robust, clean platform that is relatively simple to work. The caveat to that is that you have to get the hang of it first! The previous chat builder was tough to work with - not very intuitive and lots of scrolling up and down, back and forth (think vertical, with everything jumbled together). They've just introduced a new version that is easier to work with, but still complex. When implemented on the website, it looks clean. You can also modify your icon, which is a fun and creative aspect. The "playbook" you build can also be as simple or complex as you want - due to the complex nature of our products, we use ours as more of a "reach out to us, we can help" chatbot. But you can go much, much further.

Minpunten:

The main thing I dislike about Drift isn't actually the platform - it's the onboarding process. The onboarding process at Drift is a bit aggressive. The onboarding teams have a very set mindset in what will make Drift work for you - no matter what your business is, or how many times you let them know your business' unique needs. They are almost 100% focused on getting live chat involved, which at the start isn't always the best option. I'd recommend that they start listening more closely to their clients, rather than bopping them over the head with their "this will be best for you" mindset.

Lead qualifications and book meetings - on autopilot!

Opmerkingen: Drift support, itself, is the best example of great customer service using their own solution. The support experience is always a delight.

Pluspunten:

I'm a very early Drift user and a conversational marketing advocate. After setting up Drift, with their lead qualification and book meetings feature, our sales team has a decent pipeline with high-quality leads.

Minpunten:

Waiting for Drift chat embed on the website feature. That could help me start a conversation with a customer from any section of my website pages.

Best Live Chat Software On the Market

Opmerkingen: Drift is a great product that generates a lot of website leads for our business which more than pays for itself.

Pluspunten:

Drift is an amazing tool that helps you communicate directly and seamlessly with your website visitors. It tracks a lot of information about any given person on your site so you can understand who they are before you even have a conversation with them. It also makes it easy to schedule meetings which automatically flow to your calendar.

Minpunten:

Sometimes Drift can be too automated and frustrate people on your website who are trying to obtain quick answers to questions and wish to speak to a human.

Drift- Chatbot automation made simple

Opmerkingen: We have received decent number of leads in past years using drift. It is good to use on a holistic way.

Pluspunten:

Past 1 year usage of drift was made simple by making the navigation between creating playbooks & viewing analytics/reports easy. We have integrated it with freshsales CRM for storing leads captured in chat. Creating playbooks for chatbot on our website is structural. Just by selecting dates, it is easy to view the data captured through chatbot for that duration.

Minpunten:

Similarly playbooks creation could be made more user friendly by bringing in different format for editing them as it is currently bit difficult to navigate between one node to another in the tree like representation of the playbook.

A solid component in your marketing automation strategy

Opmerkingen: Overall, I think it's a great tool

Pluspunten:

I really loved how super easy Drift is to both implement and use as chatbot tool (that does way more than that) we've rolled it out for our SDRs to be able to capture leads and respond to any presales questions quickly. and the integration with Hubspot and salesforce makes it really easy to not only capture but also to personalise our response as a part of our overall marketing automation strategy.

Minpunten:

- it's not cheap - the stage that you'd be importing the lead into Sales Cloud (SFDC CRM) can be tricky as the definition of stages aren't really aligned.

Great communication interaction with prospects

Opmerkingen: Extremely pleased. I'll admit that as an admin onboarding this software, it takes sometime to get familiar with the new set up of chatboxes and playbooks. Overall though, it proves to bring results to our team.

Pluspunten:

The simplicity of scheduling phone calls. Drift also makes the chat's very personalized and fun to interact with. That feelings gives our prospects and sense of comfort when they visit our site.

Minpunten:

There are a few bugs such as syncing issues with our crm, or syncing issues with BDR calendars. The majority of the time, the internal team is able to fix these issues. But there have been some cases not as urgent that I've had to put aside for now.

Simple setup and hassle-free website chat solution

Pluspunten:

Easy to set up and inject directly into your homepage. Can set up routes and automated conversations (albeit this process can be streamlined/cleaned up a bit)

Minpunten:

Software can get a little clunky - leading to significant amount of resources rendering and setting up the chat button/bubble upon website load.

Drift Review

Opmerkingen: I can see a huge impact on our team using Drift, with inbound and conversations.

Pluspunten:

Drift allows me to connect with prospects easily and quickly. The bot is helpful when we are away, but I can personal messages when need be.

Minpunten:

The drift app does not have the same features it does on the desktop and the format can be unusual. Much prefer to use on a laptop.

Shortened our time to SQL

Pluspunten:

Ease of installation made this a no-brainer to try. We found that it helped us shorten our marketing cycle by getting prospects on the phone immediately rather than in the traditional way with forms. Now they can speak to a live representative and get their business much sooner. Drift changed the way we do business. They are introducing more and more integrations and making it a natural extension of most marketing teams.

Minpunten:

Cost for the higher tier is a little too high. We settled for the lower tier and are happy with it so far.

So Much More Than a Simple Chatbot

Opmerkingen: We have made use of Drift to replace the standard static contact forms on a number of client sites in various, very different niches, including real estate, banking, recruiting and direct sales. The results have been very positive thus far. It is easier for live reps to follow up with leads, emails are not being missed or overlooked and the chatbots themselves add an interactive dimension that seems to be far more engaging for visitors

Pluspunten:

Drift is intuitive and adds value to almost any site. The application is currently running on several of my clients' sites (under my management) with great success. Case in point. A Realtor client began an interaction with a site visitor browsing for information on his market in general. Via Drift several conversations led to the sale of a home. No email contact form can match that!

Minpunten:

The iPhone app is not always as responsive as I'd like - better notifications would help - but on the whole, my experience with Drift so far has been overwhelmingly positive.

Makes customer interaction easy!!

Opmerkingen: I am enjoying drift as it helps my customers to directly drop in a chat whenever they have any queries, this has reduced the number of support calls I used to get before drift.

Pluspunten:

It's ability to post internal notes that only your team members can see. It really helps during troubleshooting.

Minpunten:

The mobile app is a little confusing at times and it takes time in refreshing, it doesn't auto refresh and doesn't display the recent chats on it's own.

Great platform, pushy upsells

Pluspunten:

The tool is easy to use and allows us to quickly onboard our users. The chat workflows are intuitive, and I love how easy it is to build bots to streamline communications

Minpunten:

None with the software - they are the leader in the space for a reason! Their account executives are a bit pushy on upsells for additional features and functionality.

Needs work

Opmerkingen: This has the ability to be a brilliant tool, and I'm impressed by the idea behind it, but the UX on the website is all over the place. I would've rated this so much higher, if the UX was better!

Pluspunten:

Writing about Drift video in specific - this has the ability to be a fantastic tool for generating leads, pitching more complex sales, and showcasing to your customers that you appreciate that they are busy people, and can watch your video at any point that they have some time.

Minpunten:

The login process to Drift video if you've already got Drift Chat set up is so clunky, and it kicks me out nearly every single time. It's a shame as I would use this tool so much more, but sometimes it just doesnt want to let me in, and even with the correct login, it just glitches and sends you back to the login screen

Great bot with plenty of options

Opmerkingen: If you consider a bot or other automated actions, Drift is certainly a great candidate that is worthwhile to explore.

Pluspunten:

Drift seems to have endless options and possibilities to enhance this bot and the underlying (marketing) actions. Their pro-active approach is helpful and really appreciated.

Minpunten:

Because of the many options and features, please make sure you to schedule enough time and focus for your dedicated Drift colleagues who implement, maintain and follow up on the additional tasks.

Not my Favorite Chatbot

Pluspunten:

It syncs well with our CRM (Salesforce).

Minpunten:

I find it not very user-friendly. As someone who came into the administrator role after the account was already set up, I had a difficult time navigating. The chatbot script creator could be much cleaner. I find myself having to write the script in an excel document with a complex numbering system in order to easily input it into Drift. I also wish it had more features that some other chatbots have, like heat and click maps.