Drift Review

PROS: Drift chat is the fast lane for clients who don't want to waste time

CONS: The elements of Drift's playbook are not easy to replicate and need to be built all the time from scratch.

PROS: Our agents find this telemarketing tool user friendly.

CONS: A reorganization of notifications allowing chats to be redirected to available agent/s would be a huge help.

PROS: Must-have functions such as the chatbot's ability to integrate with essential systems like Pardot and Salesforce is very useful.

CONS: It would be great if we can have more templates when creating pages using Drift's playbook.

PROS: Drift features essentials including automated chat and routing. Setting these up is so easy too.

CONS: Improved integration to advanced functionalities in systems like Salesforce can be useful.

PROS: It's very user-friendly with easy-setup playbooks. Drift also features options for either a chatbot, or live agents answering basic questions, and can even be connected to the team's calendars for one-on-one meetings with clients.

CONS: I have no doubt the reporting and analytics function will further improve in future updates

PROS: Being able to book meetings for new leads very early in the morning is very useful. Our team is still trying to iron out the process as I write this.

CONS: None so far, but too early to tell.

PROS: My team can now focus on bigger tasks because Drift can automatically qualify leads for us, and provide basic Q&A for our customers.

CONS: Timely notifications and 'offline' or 'do not disturb' status automation would help us assist our customers better.

PROS: Drift allows us to easily respond to our community's requests and questions in real time from our website.

CONS: We'd also love to have the spam/troll filter feature on mobile. It's only on the desktop version at the moment.

PROS: The interface and generated updates make it simple to use, with an adaptable chatbot and an ever-ready support team. It's also mobile-friendly when I need to work on-the-go.

CONS: The interface is on the slow side and it's a little pricey considering what's on offer, but I still enjoyed the experience.

PROS: It is not just highlighted by the chatbot function. Drift has useful references you can use to go live without fuss.

CONS: Nothing essential right now, but it would be great if it can also have the capability to exclude pages that don't necessarily need the chatbot.

PROS: Drift is very easy to use even for a newbie like me, from building playbooks for our company's website to their hypergrowth conference and data collecting function for all things conversational marketing. So much so that I was quickly able to link it to our pages on Linkedin, HubSpot, and Salesforce. Whenever I have questions or issues, the support team responds promptly via a built-in chat app on the page. I was also able to get the bot to greet previous visitors differently from new visitors, because of Drift's ability to recognize both.

CONS: Having updated tutorials on linking-social media pages would help save time in the future. It would also be great if the bot can be made more flexible to accommodate new email addresses, and for large chat trees to be more visible when zooming out of the playbook designing interface.

PROS: Visitors to my website can chat instantly without being asked to sign in to Facebook, Gmail, or other social media.

CONS: None yet.

PROS: Drift is perfect for my business, with its user-friendly interface a perfect fit for my website.

CONS: None so far

PROS: The program seems to know what I need. I was able to tweak each chatbot for campaign updates without any trouble, and I easily integrated Drift into both our e-commerce and customer service platforms.

CONS: We wish we can change the visual look of other bots that need the same treatment.

PROS: We are using Drift for instant chats with prospect customers. The software is a great tool for connecting with people who are quite unwilling to speak over the phone. The instant chat allows our team to accommodate sales opportunities that we could have missed, communicate and gain the trust and interest of leads, and eventually book meetings.

CONS: The biggest problem we encounter using the system is the disruption of the rotation of Drift operators. Sometimes, the system assigns a single lead that has entered their phone, email, and other information to several operators.

PROS: I like how Drift notifies us whenever a recipient opens the email we send to them, know who is visiting our website, discover their location, and go back to the old conversations. The latter allows us to understand issues and situations better.

CONS: The features and capabilities in the system’s Smartphone application are not complete. I am not able to check all the conversations with customers or program a meeting. Also, if you send an email to more than one recipient, the system will not tell you whether they open it.

PROS: Drift is just what I need. Not much set-up requirements are needed so you can get right to interact with your site’s visitors. On top of this, the free version also supports mobile chatting too!

CONS: I subscribe to the free version, so things aren’t really as smooth as, I would guess, the premium version. Sound notifications don’t always go off when somebody initiates a chat with me on my site. Plus, it doesn’t save my login credentials, so I find myself regularly having to sign in.

PROS: With my line of work, customer engagement is really important. Drift has been really helpful in allowing me to interact with my website visitors in real-time.

CONS: I don’t have direct issues with the tool. But there has been some conflict within my company (in connection to other silos) with regards to the use of Drift.

PROS: This eliminates the need for contacting prospects at random. With Drift, I can interact with people who are actually considering my services. This allows me to put my best foot forward because cold calling does not always set off the right tone with some customers.

CONS: So far, I haven’t discovered how to turn off chat notifications. I’d like to be able to kick back after work and not have to worry about it until the next day.

PROS: With Drift, we are able to give our leads a great experience. We are able to answer the prospective buyer’s questions and assist them with their concerns. We are able to offer pre-purchase service and sometimes give them valuable resources.

CONS: Making a proper playbook can be a challenge for those who are not tech-savvy but once you play around on the back end, you’ll figure out things easily.

PROS: If you want a no-nonsense chat solution, then you won’t go wrong with Drift. It has all the features that can allow you to interact with your site visitors properly—even supporting both web and mobile versions. You can set up a welcome pop-up message to let your visitors know that a rep is available for chatting. If aesthetics matter to you, you’ll be happy to know that you can customize the chat box too—changing its color based on your company’s branding. And finally, if you want to continue your conversation in another medium, Drift can collect the email details of your client for you.

CONS: Sometimes, chat notifications are not as prompt as I need them to be. I’d like to be able to respond to queries right away, after all. Loading the chat box for the first time takes a while too. Finally, you can change the chat box colors, yes—but that’s just about the extent of customization that Drift allows.