Drift Reviews & Product Details

That it integrates with top CRM & Sales systems such as Hubspot & Salesforce.

It needs someone who is acquainted with integrations to set it up with either Hubspot or Salesforce.

Filtering good/bad leads before they get in touch with sales and routing them to specific sales reps in different regions.

Instantly creates a user friendly website and allows customers to reach out with questions about the product. On the sales side I enjoy being able to see which account is on our site and what they are researching.

I need more time to look into the details of how everything works. But seems pretty intuitive. Would love for all the visitors to have names instead of site visitor, but you can only do so much.

Drift is solving our lead and pipeline issues by instantly allowing sales to help contact the customers who are interested, while they are still interested, without having to go through gated content and MQL.

drift notifications, and that it is able to qualify a lead before contacting an expert

That I just have 45 seconds until a prospect books a meeting directly with me.

I had no problems with Drift so far!

The ability for the bot to identify individuals and locations, you are given the ability to quickly respond as it is always up to date. I have not used a competitor

Sometimes the system lags and you fail to interact with potential prospects, the appearance on the website also seems to annoy most on website as it is always popping up

Drift allows u to interact with individuals coming onto our website and ensures we have the best chance at having a productive and effective conversation with those individuals

Its quite swift, easy to use, and wide reach. Love the ROIs

I would like to have in-detail tutorials for new users - on youtube.

Lead generation and prospect engagement issues are getting solved.

Drift categorises chats in a streamlined manner and allows you to manage chats with customers effectively. I enjoy the information that the bot can pull out of people before I have even engaged, which allows rapid follow-up if a missed connection happens.

At the moment some of the major issues with drift are through settings that are presumably changed on the admin side of things, such as colleagues being added to chats before you can even finish reading a single word. I have had issues in the past with notifications struggling to appear, and then suddenly my screen being flooded with notifications all at once - However this issue semes to have subsided in the past few weeks or so.

Drift solves the problem of people just wanting a quick and easy answer without wanting to call up and explain the problem to us over the phone. They can speak to the chat bot and we can type and reply faster and less stressfully than if the customer was waiting on the phone lines for a response. Drift chat also allows us to help with more than one customer at a time if necessary, something a phone line doesn't allow.

The ability to chat live and include pre-built responses is super helpful

The mass amount of untitled site visitors

Helps me engage, live, with customers on my company-facing webpage

Personally I enjoy the customer support the most, I am not the most technically proficient person in the world. So having the support of Aaron Towers in my area who is more than happy to answer my questions and give 5* support is brilliant.

Downside is most likely the rollout. Understanding how we in EMEA differ from our US counterparts is something that would have been very helpful to me in the earlier stages of our partnership.

Biggest problem it is helping us solve is keeping prospects engaged on the website!

Drift is an extremely powerful tool that sets the standard for any chatbot tool I've used in my experience. The customization you're able to do is really next-level. Customer experience personnel have been very helpful.

The actual interface of mapping your bot flows could use improvement; it's not the easiest to find your way around complex flows. However, if you're starting from scratch, this isn't a huge issue -- only when onboarding new personnel or inheriting an instance.

It allows us to reach our customers on a personalized level, and provides easy mechanisms for prospects to progress in their journeys.

The ability to have prospects book meetings on our website pages or be able to have an internal team member live chat has proven to be very valuable to our team!

There's not too much we've come across that we dislike aside from having to pay more to use the feature of having a prospect be able to book a meeting after submitting a form.

Allowing prospects to book meetings with our team has been a big benefit. It provides the prospect an opportunity to book a meeting quickly, which helps us see their intent.

Drift does a good job with being able to customize your bot messaging, and it is a super easy to use platform. Setting up new playbooks and targeting is very easy, as well as its integration with salesforce. Our CSM was always timely in her responses, did a great job of breaking down the reporting for us, and was able to get issues escalated. We at one point used their playbook services which is likely helpful for first time customers, but if you have someone in-house to work on playbooks, its not really necessary. Their support chat is helpful at times but it is sometimes a miss, they may not understand the question or fail at providing a solution. The issues we encounter often need escalation which can be timely. I would say the best benefits are its ease of use, and customizability. I would love to see improvements to the targeting capabilities in real time, and offer in app onboarding / surveys, etc.

Delayed targeting since salesforce only syncs on a 24 hour basis When having technical issues, the solutions take a lot of time to get to The domain look up for accounts - we seem to have issues with our targeting because drifts intel does not always match our salesforce data

Being able to connect with customers and solve their problems in real time, helps make our customers happy

I am new to Drift and have only had maybe 3 conversations, but already booked a meeting. Excited to utilize this tool more.

Not sure yet, I have not utlized the tool enough to know what I don't like

It's creating another medium to connect with prospects and startn conversations in a more casual setting.

- Easy to setup playbooks, plug and play interface. Easy to learn - Out of the box sync with major marketing and sales platforms - Robust reporting capabilities

- You cannot create templates or easily preset certain chat flows - There isn't a very user-friendly way to sort and organize your playbooks - Prioritizing playbooks isn't very intuitive

- Allowing people to skip forms and explore our content / topics in a playful way - It is a lead generator, event promoter and pop-up tool in one.

How easy it is to communicate with customers that want more information

It can get really busy with multiple conversations at once

Getting people the answers that they are looking for right away

Drift is a wonderfully slick product. They're continuously pushing the envelope on technology to enable conversational marketing, and consultative sales. The team is a reliable source of thought leadership.

Their 'ROI' presentations once you're a customer don't really make much logical sense...they're trying to hard in those presentations and it's not necessary. 😏

Drift is enable our sales team to communicate quickly and effectively with our inbound prospects in the ways that our prospects *want* to communicate. Which is critical for our business.

Understanding where these companies have been on our website and what information they have been looking at is handy for catering a specific approach towards a company/prospect.

Sometimes a meeting that gets booked through Drift gets routed to the incorrect rep or a rep books a meeting through Drift that is not in their territory, causing lost time and confusion. If Drift could get better at routing leads to the right reps Drift would be 10/10.

Drift solves the problem of understanding what a company is looking for solution-wise. It tracks all the data of site visitors and where they have been on your company website so you can cater a personalized approach to reaching out.

Drift has been instrumental in connecting our customer service and sales team to potential customers. Also, Drift seamlessly connects your calendar with the customer; scheduling customer meetings has never been easier.

The AI chatbot needs help to filter out customer service questions from sales leads. This is because I want Drift to connect me with more real-life sales leads rather than a customer question.

Drift allows my customer to book meetings directly to my calendar. That has allowed me to book more meetings than I could without Drift by never missing a customer's que.

People can easily book meetings on my calendar without requiring me to do anything!

The desktop app is hard to download, but I'm happy with the extension

It has allowed me to talk directly to customers without having to go through a multi-step program

Drift is an amazing chatbot, email and AI tool for sales and marketing teams. We use Drift on our website to get users to chat in with us and our main goal is to convert them into meetings and opportunities. A lot of users on the website do not like filling out long forms to chat with a team member, so using Drift's chat tool really helps speed up this process by eliminating the form, asking a few key questions to get info from the user, and then routing directly to a live representative for support right away. We've seen a high conversion rate from using this. You can also connect to so many different tools and systems through the integrations and create unique flows within your playbooks and targeting.

Because it is a tool that allows you to customize so many different things and connect to a variety of platforms, there are often bugs on the platform. Occasionally, the bot would not route leads correctly to our reps, the platform may have glitches sometimes, or sync incorrectly in our other systems. The support team is responsive and helpful throughout these issues, but it can definitely be challenging when we don't get an update on the timing on when the bug is fixed, or how we can prevent certain things from happening.

Our goal is to drive as much engagement and conversions on our website. Drift helps us increase that conversion rate. Most people don't like filling out forms and jump to our chatbot immediately to get their answers.

I like the simple overview and the user-friendly design of the whole portal. It is very intuitive and, therefore, easy to use. Furthermore, it is pretty simple to navigate to specific chatrooms, etc.

Sometimes the possible answers for the customer do not make much sense or are unclear. That is something I have experienced from time to time. So some alternative or additional answers would be great.

For sure, it is an excellent tool for inbound Leads and the fact that the customer is getting more or less routed to the right team and contact person is beneficial and saves a lot of time.