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Drift

Live chat & in-app messaging for sales & marketing

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Drift Pricing, Features, Reviews and Alternatives

Drift product 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.

Key benefits of using Drift

  • 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.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    FAQs/Forum
    24/7 (Live rep)
    Knowledge Base
    Email/Help Desk
    Chat

    Training options

    Videos
    Live Online
    Webinars
    In Person
    Documentation

    Drift pricing information

    Value for money

    4.1

    /5

    157

    Price starts from

    No info

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Value for money contenders

    Drift features

    Functionality

    4.4

    /5

    157
    Total Features138 14 categories

    Most valued features by users

    Reporting/Analytics
    API
    Chat/Messaging
    Third Party Integrations
    Reporting & Statistics
    Customizable Branding
    Multi-Channel Communication
    Live Chat

    Functionality contenders

    Drift users reviews

    Overall rating

    4.5

    /5

    157

    Positive reviews

    90%

    Write a review
    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8.44/10
    Rating distribution

    5

    4

    3

    2

    1

    105

    37

    8

    3

    4

    Pros
    Drift is so simple to use and great for those individuals who are responsible for following up on leads like myself. It is so easy to track and reach out to those who are on your site.

    Becca T.

    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.

    GS

    Guru S.

    The option to also use converstional pages is awesome and integrating those into ABM programs has been exciting.

    AR

    Anonymous Reviewer

    Cons
    For users, there were just so many options on the admin side of things, and using it, I immediately felt lost and confused.

    Darien C.

    Just an awful approach to customer service and the worse experience with a vendor after 15 years in IT.

    OM

    Olivier M.

    Drift was buggy, did not work as described with segment.io and had numerous usability problems for end-users (customers).

    Nick S.

    Overall rating contenders

    Overall Rating

    Great platform, pushy upsells

    Reviewed a year ago

    Transcript

    Dan M.: My name's Dan. I'm a director of marketing in the financial software industry and my rating for...

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend7/10

    Share this review:

    Expensive but awesome

    Reviewed 2 years ago

    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.

    Vendor response

    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

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    Drift-The new way of conversational marketing!

    Reviewed 5 months ago

    Overall I can say we are satisfied with their services. It ultimately filters genuine leads from the universal traffic on the website and that too with high buying intent. Chat bot, Playbooks, Analytics and Integrations are just icing on the cake.

    Pros

    -Playbooks- Setting up of chat bot and customizing it based on the page and target market becomes very easy with drift's playbook feature. You can very easily set up chat bot and start receiving genuine leads. -Analytics and Integrations- The deep analysis of the tool always keeps you on your toes and helps in pointing out various scope for improvement. You can also measure the efficiency of your chat agents as well. Also, it provides integration with your marketing CRM as well for lead handling purpose. -Customer Service- You are facing any issue with drift? Do not worry. Customer service is just a chat ping away. They are always attentive and help you proactively

    Cons

    -Price- This was the main concern while evaluating various chat tools. Drift is follows a premium pricing which might not make it suitable for Small businesses. -No Forms- Drift takes pride on omitting the forms from the chat and enabling their conversational way of marketing. I think, they should make that optional. They should forms as well. -They should also have a feature in which chat transcripts can be emailed as well.

    Vendor response

    Hi there, Thanks for taking the time to write such a thoughtful review for Drift! It sounds like you're having a great experience on the product and we're thrilled to hear it. We'll absolutely take your feedback into account and hope you continue to provide us feature suggestions in the future. - Sarah Haberman, Senior Customer Advocacy Manager

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend3/10

    Share this review:

    Drift could be Intercom, but it isn't...

    Reviewed a year ago

    We decided to use Drift as means to provide support, but once we grow bigger than a single user, we'll have to move to a better platform.

    Pros

    We use Drift as an in-app messaging platform and it's decent at that. We considered using it for marketing automation, customer engagement and on-boarding, but it doesn't cut it.

    Cons

    Even as an in-app messaging platform for support, there's room for improvement. A few months ago, they removed the option to "close a conversation" (which is essentially used to close a "support ticket"). For whatever reason, they think that it should be more like Whatsapp with an endless list of conversations that you can "archive". Only conversations sometimes come back (not because of new messages), they are sorted wrong so you may miss conversations with new messages, and you don't always get real time notifications in the mobile app.

    Vendor response

    Hi there, Thank you so much for taking the time to share this. I'm sorry we haven't delivered on what you expected from us. I'm more than happy to chat live and learn more about how we can make your experience better. Feel free to reach out at jhogan@drift.com. All the best, Julie Hogan, VP - Customer Experience

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    Outstanding inbound chat and video personalization app

    Reviewed 2 months ago
    Pros

    Drift is a very powerful yet simple tool for achieving the main goal of having meaningful conversations with our website visitors. It allows us to offer a personalized customer experience, while the video creation capabilities for our outbound efforts are also a very nice addition.

    Cons

    On the technical side some videos don't look that great in the preview mode/gif when using them via the Hubspot CRM integration.

    Vendor response

    Hi Andrei, thanks for the review! It's great to hear that Drift has been able to help you achieve your goals. Wishing you continued success on the platform! - Sarah Haberman, Senior Customer Advocacy Manager

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8/10

    Share this review:

    Drift is the best 'customer chat' system on the market

    Reviewed 10 months ago

    Once again Drift have helped to define what companies should be using chat software for. Yes, it is for 'live chat', that much is obvious. But DRIFT define their tool as helping to deliver 'conversation marketing', and that for me really helps to define how companies should be using Chat software - to start and nurture a conversation that could lead to an ongoing relationship.

    Pros

    Love Drift. It is very easy to use but more importantly, it is very easy to love using. This is important in software adoption and Drift is one of the best examples I have seen of this in recent years. They've built an awesome product, which does everything you need it to - but the fact that it is fun to use DRIFT makes it an even more compelling product.

    Cons

    Hard to say. Probably the fact that although the core product is free (and you get lots of awesome features), you have to upgrade to the 'fullest licence' in order to get the 'uber cool' tools such as allowing the 'chat users' to book an appointment directly into the Calendar of the chosen agent.

    Vendor response

    Hi John, Wow! We're flattered! THANK YOU! Pls let us know how we can continue to support you, and tnx for being a customer! All the best, Julie Hogan, VP - Customer Experience

    Drift FAQs and common questions

    Drift has the following pricing plans:
    Pricing model: Free, Subscription
    Free Trial: Available


    Drift has the following typical customers:
    Large Enterprises, Mid Size Business, Small Business


    Drift supports the following languages:
    Danish, Spanish, Portuguese, Finnish, Italian, Korean, Polish, Japanese, Chinese (Simplified), Turkish, Swedish, Dutch, Hungarian, Russian, Thai, French, German, English, Norwegian (Bokmal)


    Drift supports the following devices:
    Android, iPhone


    Yes, Drift has an API available for use.


    Drift integrates with the following applications:
    Microsoft Outlook, Google Analytics, Zapier, Helpjuice, Segment, Mautic, Poptin, SalesLoft, Wordpress, Help Scout, Stripe, Pardot, Salesforce Sales Cloud, SendGrid, Slack, Microsoft 365, Demandbase ABM Platform, Drip, Front, Privy, Google Calendar, Mailchimp, Marketo Engage, HubSpot CRM, Productboard, Shopify, Zendesk


    Drift offers the following support options:
    FAQs/Forum, 24/7 (Live rep), Knowledge Base, Email/Help Desk, Chat

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