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Drift Review

Drift
Our score: 8.9 User satisfaction: 100%

What is Drift?

Drift is a live chat messaging solution intended for marketing and sales teams. it offers conversation-like communication right from your website or other contact channels which are transformed into robust marketing platforms so you can better promote your products and close more deals.

The solution is flexible and scalable, allowing you to perform live chat with your customers across email, chat, mobile, and online sites. With Drift, you can do lead qualification, do real-time responses, and automate sales call schedules, among others. The software is available in a range of plans for SMBs and small teams as well as for full customer service departments of large enterprises.

Overview of Drift Benefits

Closed sales deals mean more income for your company. Drift.com was intelligently designed to help your marketing and sales teams secure more customers. The Drift dashboard feature allows you to view how your interactions affect your business and performance metrics. You will know exactly how many meetings you booked, how many leads you acquired, and how many conversations you are able to generate.

Drift’s conversation and agent report features enable you to have an overview of your agent’s productivity within the app. It gives you the total count of how many interactions they have, the number of meetings they booked, identified leads and even how fast each conversation was handled.

Drift is tightly integrated with other third-party applications to facilitate access to data. This function allows you to use the tools that you already have and merge it with Drift’s integrations to produce a powerful tool that’s tailor-made to suit your company’s needs. Use the app’s bots with your knowledge base support, and let the bots work for you by redirecting your customers to find the correct answers to their frequently asked questions.

Drift’s unique playbooks is a feature that takes some of the load off your shoulders, and lets you focus on more important ones. The Inbound sales playbook uses sliders, announcements, and takeovers to identify and reach out to a specific group of prospects and send them invitations via email. The Outbound sales playbook allow you to connect with your prospects on your website upon arriving, by sending them personalized messages so they can chat with you in real-time.

Overview of Drift Features

  • Enriched Data
  • Saved Replies
  • Book Meetings
  • Email Fallback
  • Chat Targeting
  • Activity History
  • Rep Profiles
  • Agent Status
  • Live View
  • Follow Contacts
  • Dynamic Routing
  • Smart Notifications
  • Lead Bot
  • Knowledge Bot
  • Advanced Targeting
  • Conversation Qualified Leads
  • Inbound and Outbound Sales Playbook
  • Email Playbooks
  • #DriftLinks
  • Overall Performance Metrics
  • Per Playbook Reporting
  • Conversation Reporting
  • Agent Reporting

Drift Position In Our Categories

Knowing that companies have special business-related requirements, it is only practical they avoid subscribing to a one-size-fits-all, ”best” software. Still, it would be hard to pinpoint such an app even among widely used software solutions. The logical thing to do is to set down the different important factors which call for a investigation like key features, pricing, technical skill competence of staff members, organizational size, etc. Next, you should perform the research comprehensively. Browse over these Drift analyses and check out each of the software solutions in your list in detail. Such well-rounded product research ensure you avoid poorly fit applications and buy the one which has all the features you require company requires to be successful.

Position of Drift in our main categories:

TOP 50

Drift is one of the top 50 Customer Support Software products

Drift is also listed in the following subcategories:

Each business is different, and may call for a special Live Chat Software solution that will be fit for their business size, type of customers and employees and even individual niche they cater to. We advise you don't count on locating an ideal app that will work for every business no matter what their background is. It may be a good idea to read a few Drift Live Chat Software reviews first and even then you should remember what the service is supposed to do for your company and your staff. Do you need an easy and straightforward solution with just basic functions? Will you really use the complex tools required by experts and large enterprises? Are there any specific tools that are especially beneficial for the industry you operate in? If you ask yourself these questions it is going to be much easier to find a solid service that will fit your budget.

How Much Does Drift Cost?

Drift Pricing Plans:

Free Trial

Basic Live Chat

Free

Starter

$50/month

Pro

$250/mont

Enterprise

$1,000/month

Drift offers a basic free plan, and three enterprise pricing plans for larger teams. Here are the details:

Basic Live Chat – Free

  • Includes 1 seat and 100 contacts. $15 per extra seat.
  • Live Chat
  • Scheduled Hours
  • Email Fallback
  • Mobile Apps
  • Profiles
  • Slack Integration

Starter -$50/month

  • Includes 1 seat and 1k contacts. $15 per extra seat.
  • Every Feature in Free Plan
  • Inbound Playbooks
  • Live View
  • Saved Replies
  • Block Specific IPs
  • Hubspot Segment Integrations

Pro -$250/mont

  • Includes 1 seat and 10k contacts. $50 per extra seat.
  • Every Feature in Starter Plan
  • Bots
  • Outbound Playbooks
  • Salesforce Lead and Activity Push
  • Knowledgebase Integrations
  • Custom Branding
  • Jumpstart Onboarding (Included)
  • On-going Services (Add-on)

Enterprise -$1,000/month

  • Includes 1 seat and 50k contacts. $100 per extra seat.
  • Everything in Pro
  • Automated Meetings
  • Salesforce Lead Routing
  • Marketo Integration
  • Clearbit Reveal (Add-On)
  • Guaranteed SLA
  • Jumpstart Onboarding (Included)
  • Ongoing Services (Add-ons)

User Satisfaction

Positive Social Media Mentions 3
Negative Social Media Mentions 0

We realize that when you make a decision to buy Live Chat Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Drift reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Drift. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Android
  • iPhone/iPad
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Dutch
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Free
  • Monthly payment

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Drift Comparisons

Drift user reviews

Improved telemarketing support, thanks to Drift Chat

Read full review >
Maia
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 27.03.2020 Company Size: 1-10 Employees Industry: Marketing and Advertising

Essential system integrations

Read full review >
Adan
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.03.2020 Company Size: 11-50 Employees Industry: Internet

User-friendly and wide-ranging functions, with a very patient support team

Read full review >
Cameron
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.03.2020 Company Size: More than 100 Employees Industry: Computer Sofware

Less friction around standard forms

Read full review >
Liza
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 17.03.2020 Company Size: More than 100 Employees Industry: Computer Software

For lean teams with a limited budget, Drift is the one for you

Read full review >
Louisa
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 15.03.2020 Company Size: More than 100 Employees Industry: Human Resources

What are Drift pricing details?

Drift Pricing Plans:

Free Trial

Basic Live Chat

Free

Starter

$50/month

Pro

$250/mont

Enterprise

$1,000/month

Drift offers a basic free plan, and three enterprise pricing plans for larger teams. Here are the details:

Basic Live Chat – Free

  • Includes 1 seat and 100 contacts. $15 per extra seat.
  • Live Chat
  • Scheduled Hours
  • Email Fallback
  • Mobile Apps
  • Profiles
  • Slack Integration

Starter -$50/month

  • Includes 1 seat and 1k contacts. $15 per extra seat.
  • Every Feature in Free Plan
  • Inbound Playbooks
  • Live View
  • Saved Replies
  • Block Specific IPs
  • Hubspot Segment Integrations

Pro -$250/mont

  • Includes 1 seat and 10k contacts. $50 per extra seat.
  • Every Feature in Starter Plan
  • Bots
  • Outbound Playbooks
  • Salesforce Lead and Activity Push
  • Knowledgebase Integrations
  • Custom Branding
  • Jumpstart Onboarding (Included)
  • On-going Services (Add-on)

Enterprise -$1,000/month

  • Includes 1 seat and 50k contacts. $100 per extra seat.
  • Everything in Pro
  • Automated Meetings
  • Salesforce Lead Routing
  • Marketo Integration
  • Clearbit Reveal (Add-On)
  • Guaranteed SLA
  • Jumpstart Onboarding (Included)
  • Ongoing Services (Add-ons)

What integrations are available for Drift?

Drift.com integrates with the following business systems and applications:

  • Slack
  • SalesForce
  • Marketo
  • HubSpot

Drift average rating:

Average score
4.3/5 (21 user reviews)
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Amparo

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

CONS: None so far

Reviewed 3 months ago

Read full review >

The least favorable review

Izabella

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.

Reviewed 10 months ago

Read full review >

More reviews from 21 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Improved telemarketing support, thanks to Drift Chat

Read full review >
Maia
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 27.03.2020 Company Size: 1-10 Employees Industry: Marketing and Advertising

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.

What do you think about this review? Great Poor

Essential system integrations

Read full review >
Adan
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.03.2020 Company Size: 11-50 Employees Industry: Internet

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.

What do you think about this review? Great Poor

User-friendly and wide-ranging functions, with a very patient support team

Read full review >
Cameron
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.03.2020 Company Size: More than 100 Employees Industry: Computer Sofware

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.

What do you think about this review? Great Poor

Less friction around standard forms

Read full review >
Liza
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 17.03.2020 Company Size: More than 100 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

For lean teams with a limited budget, Drift is the one for you

Read full review >
Louisa
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 15.03.2020 Company Size: More than 100 Employees Industry: Human Resources

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

What do you think about this review? Great Poor

Better call Drift’s bots

Read full review >
Art
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 09.03.2020 Company Size: 11-50 Employees Industry: N/A

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.

What do you think about this review? Great Poor

Incredibly efficient

Read full review >
Charity
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 26.02.2020 Company Size: 1-10 Employees Industry: Consumer Goods

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.

What do you think about this review? Great Poor

Customizable and easy-to-use program

Read full review >
Abbigail
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 23.02.2020 Company Size: 1-10 Employees Industry: Marketing and Advertising

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.

What do you think about this review? Great Poor

Top of the line experience

Read full review >
Ike
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 22.02.2020 Company Size: 11-50 Employees Industry: Food Production

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.

What do you think about this review? Great Poor

User-friendly interface

Read full review >
Amparo
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 21.02.2020 Company Size: 1-10 Employees Industry: N/A

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

CONS: None so far

What do you think about this review? Great Poor

All-in-one chat app

Read full review >
Esta
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.02.2020 Company Size: 1-10 Employees Industry: Marketing and Advertising

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

CONS: None yet.

What do you think about this review? Great Poor

Fun to use and very easy!

Read full review >
Vernie
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 10.02.2020 Company Size: More than 100 Employees Industry: N/A

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.

What do you think about this review? Great Poor

User-friendly tool for conversational marketing

Read full review >
Lelia
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 01.02.2020 Company Size: 11-50 Employees Industry: Information Technology and Services

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.

What do you think about this review? Great Poor

Program with multiple highlights

Read full review >
Penelope
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 01.02.2020 Company Size: 11-50 Employees Industry: Information Technology and Services

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.

What do you think about this review? Great Poor

A Must-Have Tool

Read full review >
Clyde
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 14.10.2019 Company Size: More than 100 Employees Industry: N/A

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.

What do you think about this review? Great Poor

A straightforward and effective software

Read full review >
August
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 09.10.2019 Company Size: More than 100 Employees Industry: N/A

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.

What do you think about this review? Great Poor

The free version isn’t so bad

Read full review >
Willis
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 06.10.2019 Company Size: Industry: N/A

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.

What do you think about this review? Great Poor

Useful! I think our company could utilize this better

Read full review >
Lukas
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 25.09.2019 Company Size: Industry: N/A

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.

What do you think about this review? Great Poor

A tool that helps convert!

Read full review >
Blaise
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 19.09.2019 Company Size: Industry: N/A

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.

What do you think about this review? Great Poor

Drift is amazing! We love it.

Read full review >
Lorena
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.09.2019 Company Size: Industry: N/A

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.

What do you think about this review? Great Poor

No-frills. Best for simple interactions with customers

Read full review >
Izabella
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 03.08.2019 Company Size: Industry: N/A

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.

What do you think about this review? Great Poor
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Reviewed By Jenny Chang
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