Drift Features

Drift

Live chat & in-app messaging for sales & marketing

4.5/5 (157 reviews)

Competitor Feature Comparison

@mentions
AB Testing
AI/Machine Learning
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Analytics/ROI Tracking
Appointment Management
Appointment Scheduling
Audience Targeting
Auto Update
Auto-Responders
Automated Routing
Automated Scheduling
Availability Indicator
Availability Management
Batch Processing
Booking Management
CAN SPAM Compliance
CRM
Calendar Management
Calendar Sync
Calendar/Reminder System
Call Center Management
Call Management
Call Monitoring
Call Recording
Call Routing
Call Scheduling
Call Scripting
Caller ID
Campaign Management
Campaign Personalization
Canned Responses
Cataloging/Categorization
Channel Management
Chat Transcript
Chat/Messaging
Chatbot
Client Database
Client Management
Code-free Development
Collaboration Tools
Communication Management
Computer Telephony Integration
Confirmation/Reminders
Contact Database
Contact Management
Content Delivery
Content Management
Contextual Targeting
Conversion Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer Segmentation
Customer Service Analytics
Customer Support
Customizable Branding
Customizable CTAs
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Customization
Dashboard
Data Extraction
Data Import/Export
Data Synchronization
Data Visualization
Desktop Notifications
Document Storage
Drag & Drop
Drip Campaigns
Dynamic Content
Email Automation
Email Campaign Management
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
For Developers
Form Builder
Forms Management
Gamification
Geotargeting
Goal Management
Goal Setting / Tracking
Group Messaging
Group Scheduling
Human Handover
Import Tasks
Intent Recognition
Interaction Tracking
Internal Chat Integration
Knowledge Base Management
Landing Pages/Web Forms
Lead Capture
Lead Distribution
Lead Engagement
Lead Generation
Lead Management
Lead Notifications
Lead Nurturing
Lead Qualification
Lead Segmentation
Lead Verification/Validation
List Management
Live Chat
Location-Based Marketing
Marketing Automation
Marketing Calendar
Mass Texting
Meeting Management
Mobile Access
Mobile Optimized Emails
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Marketing
Multi-Language
Natural Language Processing
Natural Language Search
Offline Form
Onboarding
One-to-One Messaging
Online Booking
Online Forms
Performance Management
Performance Metrics
Personalization
Pipeline Management
Pipeline Reports
Pre-Configured Bot
Prioritization
Proactive Chat
Product Recommendations
Progress Tracking
Progressive Dialer
Proposal Generation
Proposal Management
Prospecting Tools
Push Notifications
Queue Management
Quotes/Estimates
Real Time Data
Real Time Editing
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Conversations
Real-time Updates
Reminders
Reporting & Statistics
Reporting/Analytics
Responsive
Routing
Rules-Based Workflow
SEO Management
SMS Messaging
Sales Analytics
Sales Pipeline Management
Sales Reports
Scheduling
Screen Sharing
Search/Filter
Segmentation
Service Level Agreement (SLA) Management
Shared Contacts
Single Sign On
Social Marketing
Social Media Integration
Source Tracking
Spam Blocker
Speech Recognition
Speech Synthesis
Subscription Management
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Target Account Identification
Task Editing/Updating
Task Management
Task Progress Tracking
Task Scheduling
Task Tagging
Team Management
Template Management
Third Party Integrations
To-Do List
Transcripts/Chat History
Transfers/Routing
Video Chat
Video Conferencing
Visitor Management
Visitor Tracking
WYSIWYG Editor
Web Forms
Website Visitor Tracking
Widgets
Win / Loss Analysis
Workflow Configuration
Workflow Management
Learn moreCompare App
@mentions
AB Testing
AI/Machine Learning
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Analytics/ROI Tracking
Appointment Management
Appointment Scheduling
Audience Targeting
Auto Update
Auto-Responders
Automated Routing
Automated Scheduling
Availability Indicator
Availability Management
Batch Processing
Booking Management
CAN SPAM Compliance
CRM
Calendar Management
Calendar Sync
Calendar/Reminder System
Call Center Management
Call Management
Call Monitoring
Call Recording
Call Routing
Call Scheduling
Call Scripting
Caller ID
Campaign Management
Campaign Personalization
Canned Responses
Cataloging/Categorization
Channel Management
Chat Transcript
Chat/Messaging
Chatbot
Client Database
Client Management
Code-free Development
Collaboration Tools
Communication Management
Computer Telephony Integration
Confirmation/Reminders
Contact Database
Contact Management
Content Delivery
Content Management
Contextual Targeting
Conversion Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer Segmentation
Customer Service Analytics
Customer Support
Customizable Branding
Customizable CTAs
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Customization
Dashboard
Data Extraction
Data Import/Export
Data Synchronization
Data Visualization
Desktop Notifications
Document Storage
Drag & Drop
Drip Campaigns
Dynamic Content
Email Automation
Email Campaign Management
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
For Developers
Form Builder
Forms Management
Gamification
Geotargeting
Goal Management
Goal Setting / Tracking
Group Messaging
Group Scheduling
Human Handover
Import Tasks
Intent Recognition
Interaction Tracking
Internal Chat Integration
Knowledge Base Management
Landing Pages/Web Forms
Lead Capture
Lead Distribution
Lead Engagement
Lead Generation
Lead Management
Lead Notifications
Lead Nurturing
Lead Qualification
Lead Segmentation
Lead Verification/Validation
List Management
Live Chat
Location-Based Marketing
Marketing Automation
Marketing Calendar
Mass Texting
Meeting Management
Mobile Access
Mobile Optimized Emails
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Marketing
Multi-Language
Natural Language Processing
Natural Language Search
Offline Form
Onboarding
One-to-One Messaging
Online Booking
Online Forms
Performance Management
Performance Metrics
Personalization
Pipeline Management
Pipeline Reports
Pre-Configured Bot
Prioritization
Proactive Chat
Product Recommendations
Progress Tracking
Progressive Dialer
Proposal Generation
Proposal Management
Prospecting Tools
Push Notifications
Queue Management
Quotes/Estimates
Real Time Data
Real Time Editing
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Conversations
Real-time Updates
Reminders
Reporting & Statistics
Reporting/Analytics
Responsive
Routing
Rules-Based Workflow
SEO Management
SMS Messaging
Sales Analytics
Sales Pipeline Management
Sales Reports
Scheduling
Screen Sharing
Search/Filter
Segmentation
Service Level Agreement (SLA) Management
Shared Contacts
Single Sign On
Social Marketing
Social Media Integration
Source Tracking
Spam Blocker
Speech Recognition
Speech Synthesis
Subscription Management
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Target Account Identification
Task Editing/Updating
Task Management
Task Progress Tracking
Task Scheduling
Task Tagging
Team Management
Template Management
Third Party Integrations
To-Do List
Transcripts/Chat History
Transfers/Routing
Video Chat
Video Conferencing
Visitor Management
Visitor Tracking
WYSIWYG Editor
Web Forms
Website Visitor Tracking
Widgets
Win / Loss Analysis
Workflow Configuration
Workflow Management
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@mentions
AB Testing
AI/Machine Learning
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Analytics/ROI Tracking
Appointment Management
Appointment Scheduling
Audience Targeting
Auto Update
Auto-Responders
Automated Routing
Automated Scheduling
Availability Indicator
Availability Management
Batch Processing
Booking Management
CAN SPAM Compliance
CRM
Calendar Management
Calendar Sync
Calendar/Reminder System
Call Center Management
Call Management
Call Monitoring
Call Recording
Call Routing
Call Scheduling
Call Scripting
Caller ID
Campaign Management
Campaign Personalization
Canned Responses
Cataloging/Categorization
Channel Management
Chat Transcript
Chat/Messaging
Chatbot
Client Database
Client Management
Code-free Development
Collaboration Tools
Communication Management
Computer Telephony Integration
Confirmation/Reminders
Contact Database
Contact Management
Content Delivery
Content Management
Contextual Targeting
Conversion Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer Segmentation
Customer Service Analytics
Customer Support
Customizable Branding
Customizable CTAs
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Customization
Dashboard
Data Extraction
Data Import/Export
Data Synchronization
Data Visualization
Desktop Notifications
Document Storage
Drag & Drop
Drip Campaigns
Dynamic Content
Email Automation
Email Campaign Management
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
For Developers
Form Builder
Forms Management
Gamification
Geotargeting
Goal Management
Goal Setting / Tracking
Group Messaging
Group Scheduling
Human Handover
Import Tasks
Intent Recognition
Interaction Tracking
Internal Chat Integration
Knowledge Base Management
Landing Pages/Web Forms
Lead Capture
Lead Distribution
Lead Engagement
Lead Generation
Lead Management
Lead Notifications
Lead Nurturing
Lead Qualification
Lead Segmentation
Lead Verification/Validation
List Management
Live Chat
Location-Based Marketing
Marketing Automation
Marketing Calendar
Mass Texting
Meeting Management
Mobile Access
Mobile Optimized Emails
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Marketing
Multi-Language
Natural Language Processing
Natural Language Search
Offline Form
Onboarding
One-to-One Messaging
Online Booking
Online Forms
Performance Management
Performance Metrics
Personalization
Pipeline Management
Pipeline Reports
Pre-Configured Bot
Prioritization
Proactive Chat
Product Recommendations
Progress Tracking
Progressive Dialer
Proposal Generation
Proposal Management
Prospecting Tools
Push Notifications
Queue Management
Quotes/Estimates
Real Time Data
Real Time Editing
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Conversations
Real-time Updates
Reminders
Reporting & Statistics
Reporting/Analytics
Responsive
Routing
Rules-Based Workflow
SEO Management
SMS Messaging
Sales Analytics
Sales Pipeline Management
Sales Reports
Scheduling
Screen Sharing
Search/Filter
Segmentation
Service Level Agreement (SLA) Management
Shared Contacts
Single Sign On
Social Marketing
Social Media Integration
Source Tracking
Spam Blocker
Speech Recognition
Speech Synthesis
Subscription Management
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Target Account Identification
Task Editing/Updating
Task Management
Task Progress Tracking
Task Scheduling
Task Tagging
Team Management
Template Management
Third Party Integrations
To-Do List
Transcripts/Chat History
Transfers/Routing
Video Chat
Video Conferencing
Visitor Management
Visitor Tracking
WYSIWYG Editor
Web Forms
Website Visitor Tracking
Widgets
Win / Loss Analysis
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


1,002 reviews

Requires iOS 13.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


1,006 reviews

Drift Feature Reviews

25 reviewers had the following to say about Drift's features:

Jürgen S.

Website Chat - Useful Tool, Missing Key Features

2019-04-20

Pros

Easy to install chat bot on your website.

Cons

Doesn't give live notifications when a website visitor enters chat, relies on third party software integrations to alert you to a chat initiation.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No
Read more
Nick M.

great product with a very usuable free version for small teams

2018-10-24

This product is a great choice for people not sure if chat support is for them, with room to expand I think drift will acquire many customers who start on their free option

Pros

Free version of this tool provides very usable option for clients wanting to get into live chat support.

Cons

the mobile app could be better with its alert system, if you want to use this product without a dedicated staff member looking after it you need to be very away of your phone app and be sure to check notifications.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ramon H.

One of the most appealing, beautiful and expensive website chats on the market

2018-07-31

- Providing a beautiful and direct contact option directly on my website - Direct targeting of specific customers groups with chat messages, emails and pop-ups -> Increasing the number of leads & sales

Pros

- Advanced bot and automation capabilities based on tags and other attributes - Live view of prospects on your website with direct contact via web chat functionality - Outbound marketing (sending sequences and tracking of emails) with their drift Gmail extension.

Cons

. - Help center is branded with drift, even if your plan support branding free chat widget. - I've received lots of emails from Drift about their Hypergrowth Conference (at least 10 in the last few months), which is quite annoying, no matter how personal and funny they have been written. - I receive quite some emails regarding extensions of the core product like Drift Signature and Drift Help Center, but I've never gotten an update what has changed in the core product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Mark L.

Getting better, but still not extremely easy to use

2018-07-23

Pros

We recently started up live chat, and that's gone off without a hitch (user errors notwithstanding).

Cons

Their live chat support isn't very good, which is a little ironic.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Already a Big Impact in Communicating with Potential Customers

2018-02-21

Pros

It captures the customer's email as well, which allows us to track and follow the lead after the website interaction.

Cons

It might just be user-error, but it seems a little difficult to open the Drift application and get right into chat when a new visitor chat alert happens... but likely won't be a problem for those who are assigned support team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Mike H.

Prime tool for connecting with potential customers

2020-02-17

Drift has a ton of features and customizations that make live chat a major sales generator for us.

Pros

Great web chat functionality, email automation, and it connects very well with the other sales tools we use.

Cons

The app is buggier and support is not as good as I would like, which I feel is due to their fast growth recently.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Drift


Hi Mike,

Thanks for taking the time to share your feedback. We really appreciate it! I'm sorry you've run into some challenges with bugs + support. We are currently expanding our support team, if you have some specific feedback on your experience, please don't hesitate to drop me a note at jhogan@drift.com. Thanks again.

All the best,

Julie Hogan, VP - Customer Experience

Read more
Anonymous
(Information Services company, 10001+ employees)

Drift-The new way of conversational marketing!

2021-07-01

Chat bot, Playbooks, Analytics and Integrations are just icing on the cake.

Pros

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Drift


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

Read more
Senad H.

Connect with your website visitors - now :)

2020-08-30

As soon as someone interacts with Drift on the website, the message pops-up on the mobile device allowing us to reply in the real time. Would love to get more into Drift (paid options).

Pros

Drift is, so to say - sexy :) I love the look and feel much better compared to other website chat/bots solutions.

Cons

Although there is a free plan (that we actually use), paid functionalities could offer much much more (e.g. custom bots)... but!... Even the essential plan would be too much for our budget. So, all is good except the pricing :)

Rating breakdown

Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Drift


Wow, thank you for the compliments, you're making us blush!

Thrilled to hear we've been easy to use and you've had a good experience. Please don't hesitate to reach out if there are other ways to help you!

All the best,
Julie Hogan, VP - Customer Experience

Read more
Guru S.

Best Realtime communication chat tool

2019-11-11

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.

Cons

The web app ( dashboard ) is too slow to load initially but the chat is super fast and reliable.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 501-1000 employees)

Live Chat for your website

2018-03-15

Pros

It's relatively easy to install the javascript widget and get started with live chat on your website.

Cons

The chat web interface and all associated integrations are really buggy.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 51-200 employees)

Good tool - chat isn't new but Drift does it well

2019-04-03

Very solid tool. Chat has been around for years, but Drift is making it cool again by reinvigorating it and blending it in to the modern martech stack.

Pros

Connects weel to the workflow of sales people (Slack, email, gmail, google cal).

Cons

They need to better tie where the person was to when they engaged with chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Johanna G.

Cool add-on with room for improvement

2017-06-07

It does increase our personal touch with people on our website, and can capture a few leads that might not have reached out.

Pros

Drift has a neat framework, allowing for real-time chat with prospects (or customers) and some level of automated responses.

Cons

It's not as customizable as we hoped it would be, and requires a lot more live monitoring.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Yoav G.

Great Marketing, Product is just ok

2019-07-17

It was easy to get the chatbot up and running, but there does not seem to be much AI behind it and the reporting leaves a lot to be desired.

Pros

It did truly feel like I was not part of a movement, but it was great that now we could quantify chats and see them all the way down our sales funnel and in salesforce.

Cons

The integrations seemed shaky at best - I never have a good sense if we are properly integrated with salesforce and marketo.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No
Read more
Craig P.

Reliable, yet Lacking

2019-09-10

Overall Drift has been a good option for the money, but we are not 100% thrilled.

Pros

They are consistently making updates, and branching in to more areas of communication outside of just chat.

Cons

Have had multiple complaints on lag in the chat service loading within our software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Ariel G.

Drift makes customer service easy!

2018-08-09

My overall experience has been great with both customers and drift customer support.

Pros

Drift is a great product that makes chatting with your customer in real time so easy.

Cons

It’s takes a little getting used to all of the features but there is plenty of helpful info available.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 51-200 employees)

Just switched to Drift, well worth it

2019-02-03

Pros

They are able to seamlessly allocate potential leads to salesmen and current customer support chat to our CS team.

Cons

We have just implemented in the last week, so nothing to report thus far, but going through the demo process we are confident in our switch of providers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Julien B.

Easy to use, but keep your chats organized/clean

2018-11-20

My support team likes it!

Pros

Couple things I like : - Send chat by email when the visitor closed the window/website - Notification settings - Chat window is simple but yet effective - Support team is friendly and responsive - Pricing (we started with the free version for a year) - Auto-responder

Cons

When you have high traffic websites like we do, it's absolutely crucial to keep your chat logs organized.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 11-50 employees)

A good onboarding tool but with steep pricing plans

2019-10-13

The basic chat handling feature in the free plan is decent.

Pros

This means that I am able to just handle basic chat for the site.

Cons

After using just the Free services, I wouldn't know what other features Drift offers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Samuel H.

Drift - Live Chat / we love it

2020-05-07

It was very quick to set up and start using. I feel that we have improved our business and had better interactions with clients because of Drift.

Pros

I like that we can have the live chat open on mulitple pages of our website.

Cons

There have been a few times that I wish the notifications had come through faster.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Drift


Hi Samuel,

Thank you very much for sharing this. We're thrilled to hear you are a 10/10, and that it was quick for you to set up and start using. Please let us know how else we can help you!

All the best,

Julie Hogan, VP - Customer Experience

Read more
Dennis U.

Drift has shown our clients results like no other software.

2019-04-10

Pros

To put the icing on the cake, it's highly affordable and extremely simple to integrate with a website.

Cons

No cons on Drift, it's truly a fantastic live chat software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Mackenzie J.

An Easy Way to Engage Website Visitors

2019-01-18

I would definitely recommend this service to smaller/mid-sized organizations who have the resources to monitor the chat inbox.

Pros

First and foremost, Drift was incredibly easy to setup and integrate into our existing website using just a small snippet of code.

Cons

We are somewhat disappointed with the current capabilities of that feature to personalize a landing page to our branding. As a result, users experience a somewhat jarring shift to a landing page that looks nothing like your own on a completely different URL.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jonathan T.

Lots of features, but easy to use

2019-01-15

We use Drift to chat with customers, qualify leads, and route them to the right person for support.

Pros

I really like the clean interface that Drift has.

Cons

My biggest dislike with Drift is actually a feature that others will probably find useful.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ishan S.

Makes customer interaction easy!!

2018-10-24

I am enjoying drift as it helps my customers to directly drop in a chat whenever they have any queries, this has reduced the number of support calls I used to get before drift.

Pros

It's ability to post internal notes that only your team members can see. It really helps during troubleshooting.

Cons

The mobile app is a little confusing at times and it takes time in refreshing, it doesn't auto refresh and doesn't display the recent chats on it's own.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Marketing and Advertising company, 51-200 employees)

Easy to Use Chatbox

2018-09-25

I use Drift for my company’s website to communicate with customers in real time. This is a great product to catch people when they are clicking through my site and capture leads.

Pros

I like how clean and simple the chatbox looks on our site, and how you can add different sales reps with their pictures on the chat.

Cons

I wish it was easier to see when people were trying to chat with us, the notifications are good but I still am having issues keeping on top of incoming chats.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Rob C.

Expensive but awesome

2019-12-21

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

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'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.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

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

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