Drift Reviews & Product Details

- very easy to use - great support - easy to build playbooks - options for targeting

- need more options/functionality around chat users who leave their email but don't end up booking a meeting

We're solving that tons of visitors come to our site every day and aren't always persuaded to convert on their own. Drift allows us to talk to them in the moment and provide them with the information they need to convert/book a meeting with one of our reps.

I'm on the administration/management side of this program and not an SDR/chat agent. For my purposes, the platform supports our demand gen goals, and the UX/CX makes it easy to identify areas for optimization. What is truly outstanding is our customer success manager, who has to be one of the best I've ever worked with. He provides insights, recommendations and is always helpful and cheerful. Rather than something tedious, we *actually* look forward to our meetings with him. We always learn something new. The relationship with Drift is an excellent example of what I'd consider as a true strategic partnership and not just a vendor transaction one.

I cannot think of any at this time. Product performs what we need at this time.

Like many, I am always looking for ways to increase the quality and quantity of sales opportunities. Drift has helped us on both counts, while also providing a seamless experience for buyers and customers trying to move toward a buying decision or solving their support questions.

Easy to use, 24/7 support, continuous enhancement and a lot of features to use, provides live performance reports and the AI capabilities.

Conversation analysis/search conversation feature is a bit lag, inaccurate data from Demandbase and support prefers email over call to solve an issue hence it can take a long time to rectify an issue. Smoother integration with Eloqua is also something Drift needs to work on.

We have refined pipelines, identified high-value prospects and eliminate uninterested/ not serious prospects and increase engagement with our site visitors. One of the benefits is the integration with Eloqua which has enable us to segmentized the customers and update their information in our database.

I like the ease with which Drift videos can be created and shared. Just a couple of clicks and that's it.

Nothing to dislike about the platform. It's pretty easy to learn and use

Easy engagement during outbound activities or trying to reheat conversations with existing prospects. Allows adding a touch of personalization to the conversations. Also, I use it at times to answer the questions via screen recording instead of getting on video calls.

The clean UI / UX and reporting and ease of use

Not sure what to tell, I am loving drift.

Sending videos to prospects and chat

I love how specific and personalized we can make playbooks and interact with site visitors. I work mostly with building playbooks, but I also engage with target visitors to our site. Drift solves a lot of things for us and is a great way to direct people to very specific information or capture data for contests. I've only been using it for a couple of months and would still consider myself learning how to use it effectively, but I've been wowed on what it can do for us.

It's a little frustrating that whenever I delete something in a playbook, it deletes everything beneath it. I wish there was a way to maintain what was built out and just relocate it. That's the only thing I've come across so far that was less than ideal.

We've been able to do a lot of things with Drift that would have been a much more manual or unsuccessful process without it. Now that we have a Marketing tool that integrates with Drift, it's really exciting to see the power those tools have together. I'm still learning and have mostly been doing pretty straightforward playbooks, but the more I dig into Drift and see what my colleagues build out, the more I realize the possibilities are endless. We've used Drift to manage everything from sharing product samples to giving away free t-shirts.

It was really easy to install and get conversations going. They had a lot of templates that you could use and different use cases to draw from.

If you don't have a CSM that is really involved with your account, you can forget about Drift. It's so easy to setup that you can do it and then walk away and forget you should keep optimizing and adding new conversations.

Trying to convert more people who come to the website. Otherwise we have to wait for them to fill out a form, go through our MAP, sync over to SFDC and have an SDR reach out.

Allows our reps to directly communicate with customers in real time, answering questions, scheduling meetings. Also love the "live view" that shows intent of companies and what pages they are on on our website.

Honestly can't really think of anything.

real-time connection with clients, personalized experiences based on which pages people view on the website through playbooks, meetings booked faster, large ROI

I love that you can see the live view of people on your website and are able to interact with them as well

I dont like that you cant always see who the visitor is and what department they might be in

Customer/Prospect identification and who is looking into our solution/who is a good target to go after

It's easy to create custom chat flows and integrate to the website.

The routing algorithm will occasionally misfire, routing leads to the wrong reps.

Visitor engagement

Drift's conversational marketing chatbot is a faster detour around standard forms. It's the express lane on your website for prospects who want to move faster.

Drift playbooks' elements (components of a chatbot script) are not universal. Common goals or logic must be built from scratch every time.

Drift aligns with our ABM strategy of offering real-time, personalized engagement by offering educations and informative value to ideal customers. Also, Drift is useful to book meetings between prospects and sales team members.

Drift really helps companies to drive more customers inside the marketing funnel, helping marketing and sales team.

Sometimes the bot does not look site intuitive, providing a bad UX.

Conversational marketing in general is a better approach than the traditional inbound marketing and provide more good leads to sales team.

Being able to build out algorithms in which the accounts that you are working are routed to you Being able to invite other team members into relevant chats

Not being able to see who the person is or the company right away

Drift has allowed for less "contact us" forms to be filled out because customers receive instant results through the chat

Ability to capture more conversations through the website Qualify the conversations before engaging Customer Support/Success is amazing

So far the product and experience has been great.

Enables me to prospect and engage in meaningful conversations.

How easy it is to chat with customers, and the new features being released for the chatbots

Down time, pushy account managers who go dark on you unless they think they can close a deal before fiscal quarter closes, and 3 csm changes in 2 years. We've had multiple errors with playbooks going down, and no notification. We've had to notify Drift in every single case and there is no accountability

Sending high value deals directly to AEs, and booking meetings

Bots make life easier because now you can convert customers differently on each page.

Sometimes it slows down the page load speed, especially if its a custom coded website

Our phone calls have been decreased by a huge amount when we started using drift so our MA's can actually focus on patient care.

Right now I'm enjoying the Live Feed allowing me to see what businesses are visiting our website at any time.

Attached to my job 24/7. Doesn't matter the time of day, my work is at my fingertips.

Customers problems navigating the website, and marketing campaigns.

Instant feedback and results. Helpful view to see which conversations are working the best. They're a fast growing innovative company. If you're skeptical of chatbots this will disprove your thoughts.

Platform can be slow/buggy. Need to be patient as they're continually improving their platform.

Getting in touch with key visitors to our website before they leave. Seeing what questions people have the most.

I have used other chat tools in the past, Drift is best. The play books are really easy to setup and the drift community provides lots of good ideas.

SFDC integration seems imperfect. Need to spend more time on it.

Allowing for initial conversations on the website without capturing email.

Drift allows me to immediately spark a conversation with individuals who have expressed interest in my companies products and services. If I am currently away, Drift also keenly notifies the individual that unfortunately I cannot answer their questions at this moment, but will reach out in a timely manner.

Oftentimes it can be difficult to generate vital contact information from the individual I am chatting with. If drift integrated with Salesforce, that would be a tremendous boon to us here at Top Hat and make our work that much easier.

We are resolving any concerns, challenges, or questions that Top Hat users may have through the help of Drift. In turn, we are connecting them with the right representative at Top Hat faster through our conversations with them over Drift.