Drift Pricing, Features, Reviews & Comparison of Alternatives

Drift

Live chat & in-app messaging for sales & marketing

4.5/5 (142 reviews)

Drift overview

What is Drift?

Drift is a cloud-based live chat, in-app messaging, and email management solution designed for sales and marketing teams. Drift offers customizable live chat widgets, email follow-ups for abandoned chats, conversation histories, email campaign automation, and an AI-powered chatbot.

When a visitor starts a conversation, Drift displays which page the visitor is on, and if the visitor enters their email address, then their name, location, social profile links, company and job information are made available to users through the side profile drawer. Conversations can be transferred between agents, with users automatically notified when a chat is assigned to them, and typing indicators display when an agent or visitor is responding to the conversation. Users can add custom tags to chats, and filter conversations based on their status. Saved replies can be created for responding to common queries, and users can set away messages to be displayed outside of working hours.

Drift’s in-app messaging allows users to target their customers with full-page takeovers and slider messages. Groups can be targeted by URL, scroll percentage, or using defined segments. Unread in-app messages can also be sent by email after a user-defined time period. Net Promoter Score (NPS) can be measured through surveys sent by email or in-app message. Users can create automated email campaigns with a range of triggers, for customer onboarding, churn prevention, and more.
www.drift.com

Pricing

Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English, Chinese (Simplified), Danish, Dutch, Finnish and 14 other languages, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Thai
Drift screenshot: Drift's live chat widget can be customized to suit different website stylesDrift Product Overview: Messaging For Sales And Customer SuccessDrift screenshot: Various in-app message campaigns can be created, with full-page takeovers and slider messagesDrift screenshot: Leadbot can be used to route conversations to the correct agentsDrift screenshot: Live View allows users to see browsing visitors in real-time, and proactively start chatsDrift screenshot: Meetings can be booked through interactions with Driftbot

Drift reviews

Value for money
Features
Ease of use
Customer support
  4.1
  4.3
  4.4
  4.3
Rob Cote

Expensive but awesome

Used daily for less than 6 months
Reviewed 2019-12-21
Review Source: Capterra

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.

Pros
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.

Cons
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.

Response from Drift


Hi Rob,

Thanks for taking the time to share all of this detail. It's really helpful. Our feature request process is something we're improving this quarter, I agree this has not been the best experience to date.

Thanks again for sharing, and if we can be helpful to you with you 2020 plans, please let us know how we can support you!

All the best -

Julie Hogan, VP - Customer Experience

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Guru Shiva

Best Realtime communication chat tool

Used daily for 6-12 months
Reviewed 2019-11-11
Review Source: Capterra

We really had good opinion on drift and we're happy to serve our customers realtime with the help of drift chat widget and qualify the leads instantly.

Pros
We love the way how Drift chat helps our customers to get in touch instantly within our product. When customers get into issue or questions to be answered, they don't have to wait for email support, all the questions can be answered instantly within the chat. Additionally, it's easy for our teams to use mobile app to instantly attend customer chat from anywhere. We usually get lot of questions and leads from landing page and drift helped us to automate leads and push into our CRM systems. Integrating the chat widget within the application is also easy and simple.

Cons
The web app ( dashboard ) is too slow to load initially but the chat is super fast and reliable. I wish they had android sdk to initiate conversation within the application.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

The best chat AI.

Used daily for 2+ years
Reviewed 2020-09-10
Review Source: GetApp

Using this for sales as well as support automation, and it's paid off well and works with our sites.

Pros
The driftbots and playbooks (how their AI, automation is done). We have used this to automate sales workflows and schedule meetings and save time.

Cons
I have no complaints that wouldn't be something out of my control - some of the rules I've set up in boys seem to be a bit too picky when leads respond with anything besides a picklist item.

Response from Drift


Hi there,

Wow. Thank you so much, for all of this. We're thrilled to hear you're happy with your platform experience, as well as your experience with us both in pre sales and support . Please reach out if there's anything else we can do to help or support you.

All the best,

Julie Hogan, VP - Customer Experience

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Nick Stephenson

A time consuming disappointment.

Used daily for 6-12 months
Reviewed 2020-04-15
Review Source: Capterra

We asked very specific questions during the sales process (no trial available - this should have been a red flag) where the salesperson misrepresented the capabilities around integration, usability etc. There was plenty of 'sure it works just like that'. We would have identified this had a trial been available. Drift is expensive, has slick marketing, so I assumed it was good. I should have quit at this point, but had our developers work around the many issues and the 'ohh you need to pay 10x for that'. Support was very lackluster. Focused on upselling features already promised on the current plan. Our developers hated it (I should have listened)... Our salespeople did not like it, the bugs it Drift manifested in a form that made our salespeople look stupid to customers. They were actively creating workarounds to avoid using it. And here I am. Drift keep charging, and the support people 'can't find my cancellation request conversation' ironically, in Drift. So, let this be a warning for managers. Drift is really great at marketing, the halo effect is strong! But walk away and save time.

Pros
Drift is a chat tool with some rudimentary marketing automation. Drift's bot workflows are conceptually good. Email 'playbooks' are similar to a basic marketing automation platform.

Cons
I purchased Drift against the recommendation of our developers on the promise of its segment.io integration. Drift was buggy, did not work as described with segment.io and had numerous usability problems for end-users (customers).

Response from Drift


Hi Nick,

Wow, we really let you down. I'm really sorry for all of the places along the way we didn't deliver on the experience you expected. Thanks for taking the time to detail this feedback and share it.

If there is any interest, I'd love the opportunity to talk live (jhogan@drift.com) ... or simply feel free to email me directly if there's more you'd like to share with me.

Thank you again, and a sincere sorry for the poor experience you had with us.

All the best-

Julie Hogan, VP Customer Experience

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Dalton Britt

Simple setup, solid results

Used daily for 1-2 years
Reviewed 2020-06-18
Review Source: Capterra

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.

Pros
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.

Cons
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.

Response from Drift


Hi Dalton,

Thanks so much for taking the time to share your feedback with us. Your feedback on feature explanation is something we 100% agree with, and an area we are working on improving. Appreciate you calling it out. Please let us know how else we can be helpful to you.

All the best -
Julie Hogan, VP Customer Experience

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Drift pricing

Pricing options
Free
Subscription
Free trial
View Pricing Plans

Free, Premium, Enterprise, and Drift for Startups plans available. Visit drift.com/pricing for more detail and to chat with us.

Drift features

Activity Dashboard
Automatic Notifications
Chat
Customizable Branding
Email Integration
Instant Messaging
Real Time Monitoring
Reporting & Statistics
Surveys & Feedback
Third Party Integration

API (226 other apps)
Alerts / Escalation (78 other apps)
CRM Integration (95 other apps)
Knowledge Base Management (107 other apps)
Monitoring (114 other apps)
Multi-Channel Communication (114 other apps)
Self Service Portal (76 other apps)
Social Media Integration (89 other apps)
Support Ticket Management (83 other apps)
Workflow Management (86 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Drift

Key features of Drift

  • Live chat
  • Real-time notifications
  • Visitor profiles
  • Chat transfer
  • Typing indicators
  • Custom conversation tags
  • Chat statuses
  • Chat filtering
  • Private notes
  • @mentions
  • Saved replies
  • Customizable branding
  • Email capture
  • Multi-language widget
  • Hours & availability management
  • Away messages
  • Email follow-up
  • Conversation history
  • In-app messaging
  • Custom triggers
  • Slider messages
  • Full-page takeovers
  • In-app surveys
  • Chat bot
  • Conversation routing
View All Features

Benefits

Drift gives users insight into the page a visitor is on when their conversation starts, and when a visitor adds their email address, their name, location, social profile links, company and job information, and more are automatically made available to users.

Conversations can be transferred between agents, with typing indicators to show when another user is responding to the conversation.

If a visitor hasn’t seen a messaged within 15 minutes, Drift emails them the full conversation, with the ability to respond later.

Targeted messages can be sent out to different groups, based on URL, scroll percentage, or defined segments.

Announcements and NPS surveys can be sent out through in-app messages or email, and in-app messages can also be delivered by email if they have not been seen within a defined time period.