# Drift Reviews **Vendor:** Salesloft **Category:** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing) **Average Rating:** 4.4/5.0 **Total Reviews:** 1,256 ## About Drift Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touchpoint of the buying journey. A platform that not only helps businesses translate conversational data and buyer behavior into deeper customer relationships, more pipeline and revenue, but a platform that completely modernizes the B2B website experience. Drift was built to transform the B2B buying process, and we continue to innovate as that process changes. Our goal is for your teams to not burn hours moving between disparate systems in order to deliver the best possible customer experience, but to spend more time doing what they do best โ€” building pipeline, closing deals and strengthening customer relationships. ## Drift Pros & Cons **What users like:** - Users find Drift's **ease of use** exceptional, enhancing customer engagement and providing real-time insights for effective prospecting. (53 reviews) - Users value the **24/7 instant support** provided by Drift, enhancing customer engagement and sales effectiveness significantly. (46 reviews) - Users appreciate the **intuitive insights** and tools in Drift, enhancing informed decision-making for effective outreach strategies. (34 reviews) - Users value the **visitor tracking** feature of Drift, enabling targeted outreach and effective lead generation. (29 reviews) - Users value the **lead generation capabilities** of Drift, enabling identification of high-value prospects and engagement tracking. (28 reviews) - Users appreciate the **conversational chat features** of Drift, enhancing lead engagement and streamlining communication effortlessly. (20 reviews) - Customer Support (19 reviews) - Communication (18 reviews) - Customer Satisfaction (17 reviews) - Easy Integrations (15 reviews) **What users dislike:** - Users experience **chat management issues** , including unwanted conversations and notification delays that disrupt their workflow. (10 reviews) - Users find the **learning curve steep** , requiring additional webinars and assistance to fully utilize Drift's capabilities. (9 reviews) - Users experience **notification issues** with delays and occasional blank pages, impacting timely communication with prospects. (9 reviews) - Users find **routing issues** frustrating due to misdirected conversations and the cumbersome process of blocking spam. (9 reviews) - Users experience **chat issues** such as delays, blank pages, and loading times that hinder effective communication. (8 reviews) - Users find the **inadequate notifications** overwhelming during busy periods, making it challenging to manage the experience. (8 reviews) - Connectivity Issues (7 reviews) - Users find the **missing features** in Drift limit functionality and hinder effective data analysis and customization. (7 reviews) - Users report that **notifications are unreliable** , leading to missed chats and delays in customer engagement. (6 reviews) - Slow Loading (6 reviews) ## Drift Reviews ### 1. Works well **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Drift?** I like the way the chats are very organized. **What do you dislike about Drift?** It is fine. Nothing wrong with it in my opinion. **What problems is Drift solving and how is that benefiting you?** We are able use bots to filter through non sales ques **Official Response from Alexa Joy Imperial:** > Thank you for your leaving us a review! We're glad to hear that Drift has been working well for you and that you appreciate the organized chat experience. If you have any questions or need further assistance, feel free to reach out ๐Ÿ˜Š โ€”Alexa Imperial: Customer Marketing @ Drift ### 2. I booked my first Drift meeting **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** April 19, 2023 **What do you like best about Drift?** The use of the bot to keep the prospect company while I get logged on **What do you dislike about Drift?** I'm not sure I fully understand how Drift works when it comes to routing equally between all "online" employees (for inbound messaging) **What problems is Drift solving and how is that benefiting you?** Allowing potential customers to chat with the sales team live, get meetings set easily **Official Response from Alexa Joy Imperial:** > Hi there, we appreciate your review! Fantastic to hear that our bot helped you engage your prospects while you were getting set up! We understand that there might be some confusion around routing messages equally between online peers, and we would love to clarify any questions you have. Please don't hesitate to shoot me an email at aimperial@drift.com so we can chat further. โ€”Alexa Imperial: Customer Marketing @ Drift ### 3. Great team for help onboarding! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2022 **What do you like best about Drift?** The team members were great the entire time, I felt like they became a part of our internal team. I think I was in several meetings a week with them but they kept us on track and we kicked off nicely. **What do you dislike about Drift?** It took about 3 months to onboard, the team was right there to help the entire way but, internally it takes a village to get this completed on time. I would plan to have 3-4 months of your time invested on the integration/program training of Drift. **What problems is Drift solving and how is that benefiting you?** We weren't speaking with leads for hours or days after they submitted a form fill on our website. With Drift, we are able to live chat with hot leads right as they are wanting to connect. **Official Response from Joshua Morgan:** > Thank you for leaving a review and all the love for our onboarding team! ๐Ÿซถ Also, it's awesome to see you're having success moving from not speaking with leads quickly to real-time live chat with leads and prospects immediately. Please let us know if you ever need any help with anything Drift related. --Joshua Morgan: Customer Advocacy @ Drift ### 4. Limited success but see potential **Rating:** 3.5/5.0 stars **Reviewed by:** Sol B. | Enterprise (> 1000 emp.) **Reviewed Date:** March 08, 2023 **What do you like best about Drift?** Account insight and contact booking meeting direct. **What do you dislike about Drift?** We need to add it to more of the webpages to see real success- limited interactions so far **What problems is Drift solving and how is that benefiting you?** Helping us to book more meetings **Official Response from Alexa Joy Imperial:** > Hi Sol, thank you for taking the time to leave us a review! We're delighted to hear that Drift is helping you book more meetings. Let us know if you need any help or have any questions - we're here to help! --Alexa Imperial: Customer Marketing @ Drift ### 5. Drift X Oโ€™reilly **Rating:** 5.0/5.0 stars **Reviewed by:** Austin C. | Sales Development Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Drift?** I like the fact that potential customers visiting our website have the ability to reach out to us directly and help generate business. I also enjoy the activities page, where it shows what people from companies are viewing on our website in real time. **What do you dislike about Drift?** Some things I dislike about drift are the frequent spam bots that come through. Also not being able to reset the queue for drift conversations when those spam bots come in. **What problems is Drift solving and how is that benefiting you?** It's giving our company another way of generating business from customers visiting our website. **Official Response from Joshua Morgan:** > Hi Austin - Thanks for the review and feedback! Being able to directly interact with site visitors is definitely cool. I've reached out to your CSM regarding the spam bot issues. I know that's annoying. We'll see if we can't get that fixed for you. --Joshua Morgan: Customer Advocacy @ Drift ### 6. Effective and timely **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2023 **What do you like best about Drift?** With so many accounts its hard to keep an eye and check a dashboard repeatedly. The notifications help stay on top of what is happening with website activity. **What do you dislike about Drift?** I'd like to have a bit more customizability of the incoming notifications. **What problems is Drift solving and how is that benefiting you?** It primarily helps me to discovery buyer behavior and intent. **Official Response from Alexa Joy Imperial:** > Thanks for sharing your thoughts on Drift! We're glad to hear that our notifications are keeping you up-to-date on your website activity in a timely manner. We're always striving to improve our platform, so we appreciate your feedback on wanting more customization. If you have any more suggestions, please don't hesitate to reach out โ€” we'd love to hear from you! โ€”Alexa Imperial: Customer Marketing @ Drift ### 7. We have seen great return from our Drift experience and the Drift team we work with has been awesome **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Drift?** The opportunity to meet the customer where they are - I work with our demo requests and having Drift for our sellers speeds this process up in more. Additionally, the ability to see who is engaging. **What do you dislike about Drift?** The challenges we have faced have been some connectivity between salesforce and drift between Inside Sales Owner to Owner | Mapping Reverting and some Account Syncing Errors - which our Drift team has continued to work together with us to improve/fix. Additional challenges would be the reporting - which we have also seen action from the Drift team to continuously work on improving. **What problems is Drift solving and how is that benefiting you?** Meeting customers right where they are in the instant that they are ready to set up a time to talk. Which has shown us some outstanding results **Official Response from Joshua Morgan:** > Thank you for this awesome review! I'm pumped to see that you're having great results with Drift and the team is working to fix the issues that have popped up. --Joshua Morgan: Customer Advocacy @ Drift ### 8. Drift is an excellent chat tool to help drive revenue and close deals **Rating:** 5.0/5.0 stars **Reviewed by:** Joseph B. | Growth Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2022 **What do you like best about Drift?** Drift's bread and butter is its chat, and it's great, but they also have other useful features like Conversational Landing Pages. My favorite thing about Drift is the A/B testing functionality. It makes it easy for us to optimize our messaging. They also have great account support (shoutout Nick and Andy)! **What do you dislike about Drift?** Drift reporting is excellent, but I wish there was a way to choose specific metrics from the multitude of reports they offer and create a custom export list. **What problems is Drift solving and how is that benefiting you?** - Drift helps us quickly engage with hand raisers and get those high-intent visitors to sales quickly. - Drift helps us deliver downloadable assets to prospects while also allowing them to continue to engage with our team. - Drift helps us build our prospect list by making it very easy for visitors to subscribe to our content. **Official Response from Joshua Morgan:** > Thanks for the awesome review, Joseph! I did want to let you know I sent a message to your CSM to see if there's a way to create a custom export list. Joshua Morgan: Customer Advocacy @ Drift ### 9. Easy to use although do wish there would be more updates more often **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2023 **What do you like best about Drift?** 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 **What do you dislike about Drift?** 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 **What problems is Drift solving and how is that benefiting you?** 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 **Official Response from Joshua Morgan:** > Thank you for taking the time to leave a review! ๐Ÿซถ Being able to identify site visitors and quickly connect is so important to help create quick, relevant conversations. So I'm pumped to see that you're having that success! I would love to understand more about what you mean by "the appearance on the website." If you mean the chat widget, that can be customized ๐Ÿ‘‰ https://gethelp.drift.com/s/article/How-to-set-up-and-brand-your-Chat-Widget ๐Ÿ‘‰ https://gethelp.drift.com/s/article/How-to-Set-Up-and-Manage-the-Display-Settings-of-Your-Widget If you're referring to something else, please let me know at jmorgan@drift.com. I'd love to relay this feedback to our product team as we're always looking to improve. --Joshua Morgan: Customer Advocacy @ Drift ### 10. We've Only Scratched the Surface of How to Leverage This Powerful Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Drift?** Drift helps pulls so many otherwise disparate marketing activities and initiatives together on the website and activates your SDRs in a way that wasn't possible prior. Also their UX/UI team is incredible- the tool is so intuitive and easy to use. **What do you dislike about Drift?** I love the playbooks, but spending time creating them, optimizing them over time, and keeping them continuously updated is time and resource-consuming. That said, they do offer services to help augment your teams' capabilities on that front, so they have a solution for that as well. **What problems is Drift solving and how is that benefiting you?** Drift is helping us to instantly book meetings with our target accounts and also helping to provide some valuable first party intent data on website usage among our prospect accounts- the account activity feature has been really illuminating. **Official Response from Joshua Morgan:** > Love all the love here! Super pumped to see all the value that Drift is providing. Our PS team is fantastic when it comes to helping decrease the time it takes to build and deploy playbooks. --Joshua Morgan: Customer Advocacy @ Drift ### 11. Drift: "Patrick has entered the Chat" **Rating:** 4.0/5.0 stars **Reviewed by:** Patrick S. | Civilian Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2023 **What do you like best about Drift?** I like the lie view feature where I can see everybody viewing my website in realtime **What do you dislike about Drift?** I think the messaging and conversation feature can be a bit confusing to naavigate, **What problems is Drift solving and how is that benefiting you?** They allow website vistors to book a meeting directly with a sales rep. **Official Response from Alexa Joy Imperial:** > Hey Patrick, thank you for the fantastic review! ๐Ÿ™Œ We are so pleased to hear that you're enjoying the Live View feature and that Drift is helping connect site visitors directly with your sales reps. Your feedback is greatly appreciated and we are continuously looking for ways to enhance Drift. If you have any suggestions, please don't hesitate to let us know! --Alexa Imperial: Customer Marketing @ Drift ### 12. Really easy to communicate with customers via the platform **Rating:** 4.0/5.0 stars **Reviewed by:** Thomas R. | Healthcare Inside Account Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 02, 2022 **What do you like best about Drift?** I like the fact that you can see what product they are viewing on your website so you can get up to speed with any questions they have about said item. **What do you dislike about Drift?** I dislike the fact that sometimes there can be some confusion with some customers coming through to the wrong department to help deal with the query. **What problems is Drift solving and how is that benefiting you?** It's benefitting me as I can have real-time conversations and send over items that I usually would via email. **Official Response from Joshua Morgan:** > Hi Thomas! ๐Ÿ‘‹ That's awesome that you're able to see what site visitors are focusing on so you can quickly provide relevant resources. By the way, we โค๏ธ real-time conversations too. I wanted to drop a couple of routing resources that will hopefully clear up customers and prospects going to the wrong departments. If these aren't helpful, please let me know and we'll get support to help out. ๐Ÿ”น https://gethelp.drift.com/s/article/Routing-Implementation-Guide ๐Ÿ”นhttps://gethelp.drift.com/s/article/Setting-Up-Conversation-Routing-Rules --Joshua Morgan: Customer Advocacy @ Drift ### 13. Review for Drift **Rating:** 3.5/5.0 stars **Reviewed by:** Stephanie W. | Salesforce Admin, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Drift?** With Drift, I can see a full breakdown of the leads/contacts engaging **What do you dislike about Drift?** Drift is a bit cryptic when integrating with Salesforce. There aren't special features that allow you to filter the mappings or validate a user's email address. A non-business account will also be accepted at times. Therefore there is a definite need to monitor Leads/Contacts that are created from Drift. **What problems is Drift solving and how is that benefiting you?** It helps to enrich existing contacts' data and create several potential leads. Users who come to the website have an engaging user experience as they can use the chatbot to search for additional information or have a 'conversation' with a sales rep to find what products interest them. Drift's support is also very good - they help you create the playbook that you need for the chatbot on your website. **Official Response from Joshua Morgan:** > Hi Stephanie! Thank you for taking the time to leave a review for us. Having a breakdown of the leads and contacts engaging is really nice to see. I have gone ahead and let your CSM know about the technical issue you're having so they can reach out to you. And you can always reach out to support@drift.com if you need help with addressing technical issues. Please let me know if I can be of help. You can contact me at jmorgan@drift.com Joshua Morgan: Customer Advocacy @ Drift ### 14. Unfortunately Drift has not performed very well for our team, specifically around Routing. **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Drift?** When it works it's great, you can chat very quickly with customers if it loops you into a conversation. It is very speedy and I know that customers can see that. **What do you dislike about Drift?** The calendar syncing doesn't work very well and I always get routed only when I am off offline for a reason. I pretty much never get live chats, and it always routes it in a way that doesn't make sense. **What problems is Drift solving and how is that benefiting you?** I've been told that we have more leads after using Drift but I've pulled the numbers and we have the same amount, so I am not sure that it is solving a "problem". Like I said when it works it definitely speeds up the process but I'm not sure our customers need that. **Official Response from Joshua Morgan:** > I want to say, first, thank you for taking the time to write this review. Second, I want to apologize for your experience with the syncing and routing issue. This is valuable feedback. We would really like to solve the frustration you're having. If you'd email me at jmorgan@drift.com or reach out to your CSM, so we can identify your account, we'd love to fix the issues you're having. Joshua Morgan: Customer Advocacy @ Drift ### 15. Great Customer Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** July 13, 2023 **What do you like best about Drift?** Notifications of customer interactions on our website, specifically what information the prospect views. **What do you dislike about Drift?** The desktop application is not fully robust yet; any interaction other than messaging will send you to a hyperlink making the application essentially redundant. **What problems is Drift solving and how is that benefiting you?** Inbound messaging support. **Official Response from Alexa Joy Imperial:** > Hi there, thank you so much for taking the time to share your thoughts about Drift! It's fantastic to know that our notifications of customer interactions on your website have been helpful. We understand how crucial that insight can be for your business, and we're glad it's making a positive impact! โ€”Alexa Imperial: Customer Marketing @ Drift ### 16. Using drift as a BDR **Rating:** 4.0/5.0 stars **Reviewed by:** Gabriela C. | Business Development Representative, Commercial Sales, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2022 **What do you like best about Drift?** As a BDR I often rely on drift to instantly book meetings onto my calendar and see what prospects are showing high intent. I like the usability and easy to use feed. **What do you dislike about Drift?** No particular downside, sometimes people will spam the chatbox/ legitimacy of some meetings but that's somewhat inevitable as anyone theoretically can book on your calendar **What problems is Drift solving and how is that benefiting you?** Booking instant meetings into my calendar without having to go back and fourth and agreeing on a time. Instantly engaging prospects on the website to take a meeting. **Official Response from Joshua Morgan:** > Hi Gabriela! Thanks for leaving us a review! There's absolutely nothing better than tools that make our jobs easier and remove a bunch of steps to get things done. I have to agree with you on how awesome Drift calendar is in quickly booking meetings with both coworkers and prospects. --Joshua Morgan: Customer Advocacy @ Drift ### 17. Drift is excellent for surfacing the potential customers visiting your site! **Rating:** 5.0/5.0 stars **Reviewed by:** Nathan W. | Sr, SDR Enterprise, Mid-Market (51-1000 emp.) **Reviewed Date:** December 30, 2022 **What do you like best about Drift?** You can see exactly when and where people are visiting your site. I like the UI. It's easy to use. **What do you dislike about Drift?** It is sometimes difficult to see the alerts for people chatting live on the site. **What problems is Drift solving and how is that benefiting you?** Being able to know the best customers to reach out to and their location. **Official Response from Joshua Morgan:** > Hi Nathan! ๐Ÿ‘‹ Thank you so much for taking the time to leave a review. ๐Ÿซถ We've been spending a lot of time tweaking our UI to make sure it as user-friendly as possible, so I love seeing that you're finding it easy to use. I wanted to drop you a resource that talks about setting up chat alerts that you might find helpful. If it's not helpful, please let me know. We don't want anyone missing conversations because they aren't noticing the alerts and notifications and this would be a pretty easy tweak for our product team to improve upon. ๐Ÿ”นhttps://gethelp.drift.com/s/article/Notifications --Joshua Morgan: Customer Advocacy @ Drift ### 18. Being in the right place at the right time can change everything - Drift gives us a competitive edge **Rating:** 4.5/5.0 stars **Reviewed by:** Jana P. | Sales Development Rep, Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Drift?** Drift allows us to interact in real-time when a customer is live on our site which is huge in a world that lives by a sense of urgency and need **What do you dislike about Drift?** Occasionally, I don't get notified until after the prospect has been told by bot "noone is available" when I am available as soon as I get the notification **What problems is Drift solving and how is that benefiting you?** Capability to have prompt interaction that can bring likelihood of continued interest and next steps to someone exploring and engaging behind technology - Personalizes the experience **Official Response from Joshua Morgan:** > HI Jana! We appreciate you taking the time to leave a review of Drift. Those real-time conversations are so important when prospects are shopping. I wanted to drop a resource for you that might help with the notification issue. I have also let our support team know so that they can reach out and get this fixed. https://gethelp.drift.com/s/article/Drift-Notifications-Best-Practices --Joshua Morgan: Customer Advocacy @ Drift ### 19. Drift is our top converting lead gen & demo request channel, among other major benefits. **Rating:** 5.0/5.0 stars **Reviewed by:** Reed B. | Director, Marketing Strategic Initiatives, Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2022 **What do you like best about Drift?** Drift allows us to serve our site visitors 24/7/365, with human-like conversations. We use it for demo request generation, nurture campaigns, marketing event recruitment, partner support, and general site visitor navigation. The incredible AI capabilities allow our employees to spend time with the high-intent site visitors, while the bot engages and satisfies low-intent site visitors. **What do you dislike about Drift?** Drift is constantly improving its capabilities for the various sub-technologies. If customers feel that there are missign functionalities, the Drift product research team will reach out to learn more and I've seen requests come to life swiftly! **What problems is Drift solving and how is that benefiting you?** We can engage all site visitors (prospects, partners, and unidentified) with human-like, frictionless conversations. We give our site visitors what they want/need as swiftly as possible..... something we couldn't do without the website chatbot. **Official Response from Joshua Morgan:** > Wow, Reed! There's so much to love about this review! It's beyond awesome how much value Drift is providing for you and your company. Thank you so much for taking the time to write this review! Joshua Morgan: Customer Advocacy @ Drift ### 20. A Crucial Tool in Personalizing Your Site **Rating:** 4.5/5.0 stars **Reviewed by:** Cassidy L. | Digital Marketing Manager, Personalization, Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2022 **What do you like best about Drift?** As a marketer, I find Drift very easy to use. They are constantly making product updates that enhance the experience. I love creating dynamic playbooks in the tool. **What do you dislike about Drift?** Drift slows down our site speed. We have also had to find ways to weed out low quality leads that can come through chat. We would love more training resources for our sales reps. **Recommendations to others considering Drift:** I highly suggest using Drift to enhance your site experience. We use it to help users self-serve, provide support and product information, and route quality leads to speak with sales reps in a live chat. The tool has helped us identify our audiences and provide a VIP experience to key leads. **What problems is Drift solving and how is that benefiting you?** We are looking to personalize our site experience by identifying our key customers and treating them like VIPs. Drift targeting allows us to personalize and offer a unique site experience. **Official Response from Joshua Morgan:** > Hi Cassidy! Love that Drift is enhancing your marketing experience and ease of use. I've reached out to your CSM to try and address some of your issues you're having regarding site slow down and low quality leads so we can get the concerns to the product team. Feel free to reach out to me if you need anything. Joshua Morgan: Customer Advocacy @ Drift ### 21. Excellent chatbot tool with great customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Lily L. | Director, Marketing Automation & Demand Orchestration, Enterprise (> 1000 emp.) **Reviewed Date:** July 20, 2022 **What do you like best about Drift?** -Easy to use UI as far as insights, playbooks, routing visibility -Amazing customer support that helps with best practices, playbook builds, troubleshooting, etc. really above and beyond -Quick implementation and testing capabilities -New features always added with Fast Lane, real-time capabilities, integrations, and more -Highest performing channel **What do you dislike about Drift?** -Although the playbooks are fairly easy to build, it can be a learning curve to create the chat playbooks. They've made a lot of improvements with cloning specific functions so you don't have to recreate each time, though. And support is very helpful with this overall. -Some integration limitations with Pardot, but this is probably more on the Pardot side **What problems is Drift solving and how is that benefiting you?** -Connecting people who are interested in our product with sales -Educating top-of-funnel prospects with content -Providing a great experience for prospects and customers on our website -Calendar and direct meeting capabilities **Official Response from Joshua Morgan:** > Hi Lily! I'm blown away by all the positives you're finding with Drift. Love that it's enabling you to have such success. I'll reach out to your CSM about the issue you're having with Pardot. --Joshua Morgan: Customer Advocacy @ Drift ### 22. A great way to drive traffic to your product and produce meetings that convert **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle M. | Sales Development Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about Drift?** A live chat feature allows you to engage with prospects in real time. Drift also has the capability to schedule meetings with those who are looking to find out more about your offering. **What do you dislike about Drift?** There isn't much that I would say I dislike considering Drift does exactly what it is intended to do. **What problems is Drift solving and how is that benefiting you?** It is driving traffic to our sales pipeline and providing me more opportunities each week to help me make quota. It provides me another avenue for my prospecting. **Official Response from Joshua Morgan:** > Hi Kyle! Thanks for the review! Love that Drift is helping with scheduling meetings, driving traffic, and pipeline! Please let us know if we can help your Drift experience in any way. -Joshua Morgan: Customer Advocacy @ Drift ### 23. Drift is a great tool! **Rating:** 4.5/5.0 stars **Reviewed by:** Nicholas N. | Business Development Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2022 **What do you like best about Drift?** Drift is great in terms of its ability to prospect and as well as providing support to our customers and potential customers. It is easy to use and very easy to learn. Anybody can use it! **What do you dislike about Drift?** Drift can be very annoying in terms of when a new customer does want extra support. It will bring in 4 - 5 different individuals at the same time and it can be confusing for the customer. **What problems is Drift solving and how is that benefiting you?** Drift is helping us to be able to react and answer our customer's questions in real-time when they don't necessarily want to hop on a call or be sent an email. It's the quickest way to service our customers with any questions they have, quickly and efficiently. **Official Response from Joshua Morgan:** > Hi Nicholas! Thank you so much for the review! Real-time engagement is so important, so that is awesome that Drift is able to provide this for you. Depending on which package you're on, Drift does offer different levels of support. It might be worth looking at if a different package would better suit your needs. Joshua Morgan: Customer Advocacy @ Drift ### 24. Your shortcut to pipeline generation **Rating:** 5.0/5.0 stars **Reviewed by:** Navin P. | Head of Revenue Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2022 **What do you like best about Drift?** Simple to implement and flexible for a number of use cases. You can start slow and then scale up as you build out new motions in your playbook. Your SDR team will love it. **What do you dislike about Drift?** It creates value that scales over time. As such, it's not cheap. You have to decide if the investment is something you can prove with an ROI model. **What problems is Drift solving and how is that benefiting you?** Connecting in marketing prospects with our front-line sales team and creating a more fluid, scalable and efficient top-of-funnel process that creates pipeline more quickly than traditional web forms. **Official Response from Joshua Morgan:** > Hey Navin! ๐Ÿ‘‹ Thank you for the kind words and for taking the time to leave a review of Drift. ๐Ÿ™Œ It's great to hear you're finding our product easy to use and enjoying the flexibility as well as your SDR team enjoying Drift. Please don't hesitate to reach out if you ever need anything Drift related. --Joshua Morgan: Customer Advocacy @ Drift ### 25. Robust platform with different customization options **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2022 **What do you like best about Drift?** 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. **What do you dislike about Drift?** 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. **What problems is Drift solving and how is that benefiting you?** 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. **Official Response from Joshua Morgan:** > Thanks for taking the time to leave such a detailed review! I'm loving all the positives you mentioned and the benefits you're seeing using Drift. One of our goals is to quickly fix bugs, especially when it comes to routing and syncing. Please keep your CSM updated anytime you have frustrations or send a message to support@drift.com so we can keep up on timely updates. Joshua Morgan: Customer Advocacy @ Drift ### 26. Great platform - great employees **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2023 **What do you like best about Drift?** drift is adapatable to the service requirements needed to support your company needs. **What do you dislike about Drift?** the reporting features can be tempromental **What problems is Drift solving and how is that benefiting you?** large knowledge base to get your head around for a first time user, luckily the account managers are super helpful and supportive going above and beyond (shannon) **Official Response from Alexa Joy Imperial:** > Hi, thanks for your review! So thrilled to hear that you've been enjoying our platform. Going above and beyond for our customers is always our goal, and it's great to know that Shannon has been providing your team with exceptional support. Thanks again for great feedback. โ€”Alexa Imperial: Customer Marketing @ Drift ### 27. Drift is a user friendly tool with a great learning curve. **Rating:** 5.0/5.0 stars **Reviewed by:** Taniya J. | ACCOUNT MANAGER, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Drift?** What I like the most about Drift is the ease of use and the excellent support provided along with the tool. The chatbot tool is handy and helps us to have instant conversations with prospects looking for information. This tool allows us to engage with the prospect on time to capture their attention. In this VUCA world, being a step ahead of the competitors will help us secure our position in the market, and Drift is a great tool which helps to achieve this. **What do you dislike about Drift?** Nothing much to complain about; however, it seems a bit expensive compared to other tools in the market. **What problems is Drift solving and how is that benefiting you?** Immediate chat response with the prospects is what's best for me. **Official Response from Joshua Morgan:** > Taniya - thank you so much for the very thoughtful review! ๐Ÿ™Œ We absolutely love it when Drift users are having so much success. I absolutely agree with you on how fast you can respond to prospects and site visitors can put you ahead of the competition which is why speed is so important. Please don't hesitate to reach out if there's anything you need Drift related or have suggestions for product features. We โค๏ธ all feedback as it helps us improve for you. --Joshua Morgan: Customer Advocacy @ Drift ### 28. More meetings **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2022 **What do you like best about Drift?** As an account executive Iโ€™ve noticed an increase in meetings, often with increased urgency. When I receive a meeting via drift I'm more confident it will close quickly **What do you dislike about Drift?** Sometimes drift could do a better job or recognizing calendar blocks. It booked me a meeting for me on thanksgiving because I hadn't designated myself as busy during my PTO calendars block. BANT is less likely to be in the pre meeting notes. **What problems is Drift solving and how is that benefiting you?** It catches buyers when their interest is highest and gets them on my calendar quickly - helping me speak to the prospect before the competition. Everyone in the sales org is seeing an ROI **Official Response from Joshua Morgan:** > Thank you so much for leaving a review, and we love hearing that you're getting an increase in meetings quickly! โค๏ธ I also couldn't help but notice everyone in the sales org is seeing an ROI using Drift. ๐Ÿ™Œ As far as recognizing calendar blocks, I will pass this on to the product team. Unfortunately, at the moment, all unavailability has to be blocked off by the person. --Joshua Morgan: Customer advocacy @ Drift ### 29. Very Happy with Drfit! **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer S. | Marketing Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Drift?** I like the flexibility in creating the playbooks and the support I have received from Drify along the way. John Cole has been indispensable in helping us re-work existing playbooks and advising on best practices for new ones. **What do you dislike about Drift?** We currently do not have an Account Manager and only had limited contact with the previous one. It would be nice if that could be rectified and addressed. We have plans for how we want to use Drift but no one to discuss those with. **What problems is Drift solving and how is that benefiting you?** When I took over managing our Drift account, it was not set up correctly and only had one usable playbook. Since I have been working with John, we now have all the Sales reps added and multiple playbooks active. **Official Response from Joshua Morgan:** > Hi Jennifer! Thank you so much for taking the time to write a review about your Drift experience. Your CSM would be the best place to start with a plan for success with your future goals. I'll reach out to your CSM for you. Joshua Morgan: Customer Advocacy @ Drift ### 30. Drift is a great user experience to connect your team directly to your clientel **Rating:** 5.0/5.0 stars **Reviewed by:** Ethan J. | Business Development Representative, Enterprise (> 1000 emp.) **Reviewed Date:** March 15, 2023 **What do you like best about Drift?** What I like most about Drift is the ease of connecting with prospective clients. **What do you dislike about Drift?** The only downside of Drift is that customers sometimes come through the drift line, which is unavoidable. **What problems is Drift solving and how is that benefiting you?** Drift allows prospective clients to connect directly to our sales teams to get the information they are looking for quickly and efficiently. **Official Response from Alexa Joy Imperial:** > Hey Ethan, thank you so much for taking the time to leave us a review! We're incredibly glad that Drift is helping you more easily connect with prospects. Your feedback is invaluable and we really appreciate it. Thanks again for your review! --Alexa Imperial, Customer Marketing @ Drift ### 31. Intelligent and automated live chat/chatbot platform **Rating:** 4.5/5.0 stars **Reviewed by:** Jess L. | Growth Marketing Lead, Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Drift?** Drift integrates with our other marketing and sales platforms seamlessly, which allows us to reach people intelligently and track interactions in a variety of ways. I also appreciate the support from the team every step of the way -- even well after launch! **What do you dislike about Drift?** We have quite a few playbooks live at the moment. It would be nice to tag or color code them somehow so I can quickly see which ones are related. Just a nice to have! **What problems is Drift solving and how is that benefiting you?** Drift helps us reach customers with the right information at the right time. We're getting more into live chat now that we have the people to support it, so in that case, we're getting our customers to the right people faster. Wins all around! **Official Response from Joshua Morgan:** > Hi Jess! It's fantastic that Drift is helping you reach customers with the right information at the right time. And seamless integration is important as a stress reducer when you're juggling multiple softwares. I'm not sure if color coding playbooks is one of the features the product team is looking at implementing but I'll pass on the suggestion. Joshua Morgan: Customer Advocacy @ Drift ### 32. Great way to engage visitors **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2022 **What do you like best about Drift?** Drift is a great tool to connect with and engage with different visitors on your site. The reporting really allows you to dive into what is working and what's not, so that you can work to create the optimal experience for your visitors. In terms of actually building out playbooks, Drift makes it easy to set up different playbooks with its drag-and-drop builder and cloning feature. It's easy to create multiple playbooks to test out different ideas and create a personalized experience on the site. **What do you dislike about Drift?** The way that copy from the bot flow is exported is not the best experience if you are looking to share it with stakeholders outside of Drift. There is a similar experience when exporting conversations to review, since both of these are pulled into Excel files and some questions/messages are placed out of order. Other than that, there is not much I dislike about the platform. **What problems is Drift solving and how is that benefiting you?** Drift is connecting visitors who are ready to speak with sales to our reps quicker and through an automated process. Our playbooks allow visitors to choose the path that is right for them whether it be connecting with sales, looking for more content or learning more about a certain topic. **Official Response from Joshua Morgan:** > Thank you for taking the time to leave a review! Loving all the positive sentiments here such as Drift being a great tool to connect and engage with visitors and the effectiveness of the data. My suggestion for your frustration is to either reach out to your CSM or send a message to support@drift.com. They're both great resources to help in fixing frustrations. Joshua Morgan: Customer Advocacy @ Drift ### 33. Connect with leads fast! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2022 **What do you like best about Drift?** We love the ability to connect with interested leads immediately, especially that we can make the experience specific to each company and persona. From a day to day perspective it's really easy to clone playbooks, edit landing pages, and change workflows quickly. **What do you dislike about Drift?** I think that the ticketing process could be improved. I don't mind that you do it through the bot but I feel like it requires more back and forth before issues are resolved. **What problems is Drift solving and how is that benefiting you?** Our ABM approach. We are able to easily tailor experiences by companies we are trying to target as well as by title or persona so every lead (or current customers) have a unique experience. **Official Response from Joshua Morgan:** > ๐Ÿ‘‹ Hi! We appreciate the review and feedback. We โค๏ธ seeing that you're finding the playbooks, landing pages, and work flows adaptable and customizable as needed. All of this is important to create a personalized experience that site visitors and prospects enjoy engaging with. On the ticketing process, different plans will have different response times. But regardless of the plan a customer is on, our goal is to resolve issues as fast as possible. That being said, your CSM can sometimes provide suggestions if the issue isn't technical. --Joshua Morgan: Customer Advocacy @ Drift ### 34. Lot of neats trick, but pretty picey **Rating:** 4.0/5.0 stars **Reviewed by:** Carlos M. | Sr Manager of Opportunity Generation, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2022 **What do you like best about Drift?** It's the ease of getting started and getting connected. Knowing who was reaching out to you made things easier. You also had a way of automating a response in case you couldn't get to the message quickly enough. **What do you dislike about Drift?** Implementation of solutions was not so clear cut. This is where it got a bit more complicated. At the end the big problem we had with Drift was the price. **What problems is Drift solving and how is that benefiting you?** We got to speak quickly with those potential clients that didn't want to call, fill out a form, or send an email. It made things easier in that area, but people who reached out via messages are few and far between. **Official Response from Joshua Morgan:** > ๐Ÿ‘‹ Hi Carlos! We appreciate you taking the time to leave a review as feedback is very important to us. Sometimes new software can be overwhelming to get started with. You might look at our premium plan for small businesses which would provide a lot more functionality over the free plan in terms of customized chat for site visitors and customer support for help with implementation solutions. --Joshua Morgan: Customer Advocacy @ Drift ### 35. Great enterprise tool for our website chat channel **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2022 **What do you like best about Drift?** We've used Drift for our enterprise website as our marketing/sales chat tool over the last 4 years. Easy to use UI, robust integration options, great internal support with CSM (benchmarking data, reviews, etc.), exhaustive feature/functionality - always a new feature that is being released to use and usually it feels like Drift is reading our minds on what we would like to see within the product (A/B testing, additional reporting, follow-ups for abandoned leads). Overall super positive experience with the team and product and using Drift for website chat has been a strong marketing channel itself for us. **What do you dislike about Drift?** - Would like to see additional reporting integration options to build out deeper insights/correlations. - Wish it was easier to make simple text updates across multiple playbooks. - Mobile widget size/styling limitations - Junk (will always be a factor in website chat, but additional filtering and support there would be helpful). **What problems is Drift solving and how is that benefiting you?** Drift allows us to connect with website visitors in real-time and with the right message to make a personalized (based on behavioral or IP data) experience and a real-time connection with our sales team to start a conversation about how our own product can solve their pain points **Official Response from Joshua Morgan:** > Thanks for taking the time to leave a review! Love that Drift is helping in so many positive ways! Those are some great suggestions for what you'd like to see. If you'll pass those onto your CSM, they can make note of that to our product team. Joshua Morgan: Customer Advocacy @ Drift ### 36. A smooth digital engagement experience @ AVEVA **Rating:** 5.0/5.0 stars **Reviewed by:** Tarun K. | Digital Customer Experience Engagement Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2022 **What do you like best about Drift?** AVEVA's website receives high traffic from visitors of different industries looking for solutions, support and training. Drift chat helps us ensure that we are always available to assist them digitally no matter the ask. Although the focus is to generate leads, which Drift facilitates admirably - it also provides for the routing and automated handling of the various other requests that come in. Easy-to-use customizable features and integrations are available out of the box with market-leading tools like Salesforce, HubSpot and Marketo ensuring that all internal systems are in sync. Drift can support non-English text for its playbooks which works great for our global customer base! Customer support is excellent and our customer success manager has always done his best to make sure that we are taken care of in the best possible way. **What do you dislike about Drift?** The one thing I am looking forward to is an easier way to visualize team availability on chat for a given period - Yes, it is possible now but I wouldn't say it's as intuitive as the other cool stuff that Drift delivers on. **What problems is Drift solving and how is that benefiting you?** Drift has helped increase the number of marketing qualified leads substantially. AVEVA's portfolio of software solutions for the industrial ecosystem is vast and specialized. With Drift, the digital engagement team can educate visitors about potential solutions and nurture prospects so they become qualified leads, we can point them to the right contacts for technical support if required and follow up internally on requests to ensure that all visitors get quick resolutions. In short, Drift chat makes it easier for prospects and customers to do business with AVEVA. **Official Response from Joshua Morgan:** > Hi Tarun! Thank you so much for the very detailed, positive review! Love it that Drift is doing so many things right! Joshua Morgan: Customer Advocacy @ Drift ### 37. Easy to use and good for sales + cs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Drift?** 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. **What do you dislike about Drift?** 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 **What problems is Drift solving and how is that benefiting you?** Being able to connect with customers and solve their problems in real time, helps make our customers happy **Official Response from Joshua Morgan:** > Thank you for leaving a review! It's awesome to see that you're enjoying and finding value in a lot of the Drift capabilities. I wanted to provide some help documents that touch on your frustration points. I'd also highly recommend reaching out to your CSM or support@drift.com as the 24 hour syncing shouldn't interrupt your targeting. We also want to solve technical issues and also make sure those technical issues aren't caused by something on our end. https://gethelp.drift.com/s/article/Syncing-Salesforce-Account-Data https://gethelp.drift.com/s/article/How-to-Track-Users-Across-Multiple-Subdomains https://gethelp.drift.com/s/article/Targeting-Troubleshooting https://gethelp.drift.com/s/article/Integrating-Drift-with-Salesforce --Joshua Morgan: Customer Advocacy @ Drift ### 38. Great platform, extremely helpfully customer success team. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2022 **What do you like best about Drift?** The best part about Drift are the customer success and onboarding teams. The onboarding process was seamless and now that we are onboarded, our customer success manager is helping us to optimize our use of the platform and her insights are very helpful. **What do you dislike about Drift?** We haven't had much success in the first few months of using the platform, but we are confident that it will get better as we continue to learn and optimize. **What problems is Drift solving and how is that benefiting you?** Drift is making it easy for our business development representatives to source new leads. It's also another lead generating channel for our website, which helps our marketing team prove the value of the site. **Official Response from Joshua Morgan:** > ๐Ÿ‘‹ Hi! We appreciate you taking the time to leave a review. Feedback is so important to us to know what we're doing well, see where we need to improve and show us what features customers would like to have added. It's awesome to see that you're getting some quality lead gen using Drift! Our onboarding and customer success people pride themselves in providing top notch customer service, so they'll love seeing this. If you're not seeing the success you'd like to see with the Drift platform, your CSM can help you with this if you'll reach out to them. You seeing success is important to us. --Joshua Morgan: Customer Advocacy @ Drift ### 39. Good UI and great support team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Drift?** Prospects can start talking to a rep quicker than before. No need to fill out a form and wait to hear back from someone. You can book time right on your calendar for the time that's convinent for the customer. **What do you dislike about Drift?** They change the platform often. That's not a bad thing, but if you were going to log back in and find the same thing you did a week ago, it might not be in the same location. **What problems is Drift solving and how is that benefiting you?** Helping customers talk to reps quickly. Booking meetings faster. Giving more insight to reps as to what the customer is researching on our site. Directing customers to the right department faster. **Official Response from Joshua Morgan:** > Thank you for taking the time to leave a review. We enjoy reading positive sentiments and seeing what we're doing right. I have to agree that prospects being able to book time without waiting is super helpful as it could mean the difference between winning a customer and losing them. Typically platform changes are done based on customer feedback. If there is something you dislike about the changes, please let us know. We do release notes every month and will make sure our product team can review your feedback so we can include more details on changes to the UI. Here is a faq about UI changes. https://gethelp.drift.com/s/topic/0TO4w000000gGsEGAU/release-notes-product-downloads-and-legal --Joshua Morgan: Customer Advoacy @ Drift ### 40. Drift connects us with our prospect and customers! **Rating:** 4.0/5.0 stars **Reviewed by:** Steve W. | Business Development Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Drift?** - Ease of use with chat functionality - Being able to give prospects and customers access to Calendars - Sorting chats by Geo, etc - Can be integrated with Slack - Excellent training and support **What do you dislike about Drift?** - We still get alot of "site visitors" without contact info attached - We are a product-specific SDR team and sometimes routing can be inaccurate **What problems is Drift solving and how is that benefiting you?** Capturing needs and challenges and sorting up sales vs a support route **Official Response from Joshua Morgan:** > Hi Steve! I'm pumped to see all the positives you're having with Drift. Software that's easy to use and excellent support teams are important. I wanted to drop a resource about team routing that might be helpful in this situation - https://gethelp.drift.com/s/article/Step-4-Routing-to-Teammates I've also let our support team know about the routing issue so we can get this fixed for you. --Joshua Morgan: Customer Advocacy @ Drift ### 41. New to Drift, so far so good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 26, 2023 **What do you like best about Drift?** 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. **What do you dislike about Drift?** 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. **What problems is Drift solving and how is that benefiting you?** 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. **Official Response from Joshua Morgan:** > Hi! ๐Ÿ‘‹ Love seeing that you're increasing pipeline and lead gen. ๐Ÿ’ช Being able to see what visitors and prospects are interested in your site helps so much in starting relevant conversations. Please don't hesitate to let us know if you ever have suggestions for product features you'd find helpful. --Joshua Morgan: Customer Advocacy @ Drift ### 42. Real time insight into prospects who are hitting our site **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2022 **What do you like best about Drift?** Drift provides a real-time indicator of how our outbound prospecting is turning into people hitting our site, and creates visibility & actions around how to move forward and engage. **What do you dislike about Drift?** Drift is a first line of defense, so in some cases I see people who hit the Drift chat bot who are bots themselves. This can distract me from my normal workflows, however some of this is to be expected. **What problems is Drift solving and how is that benefiting you?** Drift is giving me instant-to-instant information about how prospects are navigating our site, creating an opportunity to reach out with focused intel on their area of interest. **Official Response from Joshua Morgan:** > Thank you for leaving a review! ๐ŸคŸ Outbound prospecting can be really hard so I'm excited to see that Drift is helping to improve outbound prospecting.๐Ÿ‘ One of our goals is to help create individualized and customized outreach, so it's exciting to see that you're able to customize engagement. We are currently working on improving our filters to try and eliminate bot to bot conversations. --Joshua Morgan: Customer Advocacy @ Drift ### 43. Drift - Business Chat Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ian K. | Business Development, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Drift?** Best features - provides timely Opportunity to connect with prospects. It can be configured to start engagements with prospects / get them to provide valuable info. **What do you dislike about Drift?** Dislikes - our internal routing policies right now are a bit off kilter, but we do have a lot of sales reps with access. Would recommend just a handful or reps monitoring drift. **What problems is Drift solving and how is that benefiting you?** Helps to identify key prospects, and start engagements in their buying cycle. **Official Response from Joshua Morgan:** > Thanks for the kind words and taking the time to leave a review, Ian! I like reading all the positives with prospect engagement. It might be helpful to reach out to your CSM about the routing issues. We hate seeing anything negative around routing, and we'd love to get that fixed. --Joshua Morgan: Customer Advocacy @ Drift ### 44. Smart, Intuitive and Informative **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2022 **What do you like best about Drift?** Understanding what accounts are currently active on all our social + web pages helps us identify interest and timely reach outs to relevant stakeholders. It also helps having a direct conversation (chat) with any prospect that'll like to indulge in a conversation. **What do you dislike about Drift?** Some filters are missing. Apart from that nothing much to dislike about the platform. **What problems is Drift solving and how is that benefiting you?** It solves the problem of navigating through my patch of accounts with real-time updates and chat options. This helps me by strategising my book of accounts based on the level of interest and also helps me have direct chats with prospects interested in indulging with us. **Official Response from Joshua Morgan:** > Hey there! ๐Ÿ‘‹ Thanks so much for taking the time to leave a review. I'll have to agree that the ability to have live chats is awesome. There's usually just a much more rewarding experience for site visitors when they can chat live with a rep. I'd love to take added filter suggestions you'd like to see to our team as that's a pretty easy request to make happen. You can shoot me an email at jmorgan@drift.com or reach out to your CSM with these suggestions. --Joshua Morgan: Customer Advocacy @ Drift ### 45. The tool is super user friendly for anyone with some level of marketing technology experience. **Rating:** 4.5/5.0 stars **Reviewed by:** Jasmine T. | Matchmaker, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2022 **What do you like best about Drift?** We've been able to implement Drift in multiple markets with different languages. The Drift team has been very helpful with everything from implementation to optimization. **What do you dislike about Drift?** I'm looking forward to seeing the progress of its AI capabilities. Working with multiple domains in different languages, I'd like to make the AI tool region and language specific. I understand that is in the works. **What problems is Drift solving and how is that benefiting you?** Drift helps website visitors speak to sales reps right away. It adapts to today's markets where users want their questions answered now. So, it removes the extra steps of completing a form, THEN waiting on someone to schedule an appointment, THEN finally having a conversation. The conversation is had in real time when the product is fresh on the customer's mind. **Official Response from Joshua Morgan:** > Hi Jasmine! I appreciate the awesome review. Yes, we are indeed working on our localization of languages. ### 46. Good, not great **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Drift?** Drift's ability to ask questions to prospects when they open the chat, and route the chat to the right rep assigned based on customer size, type, etc. This helps especially in the complex healthcare space of routing leads to SMB vs. ENT. **What do you dislike about Drift?** We have had issues with receiving notifications on Drift. We had to enforce the mobile app to be downloaded, and that seemed to be the workaround - however, it would be helpful if the desktop app / browser were better with sending notifications. **What problems is Drift solving and how is that benefiting you?** Drift is allowing us to engage with prospects that come to our website and want to speak to a representative. We have rolled out licenses to our SMB and ENT teams so they can engage with their respective accounts and territories. It also solves the issue of booking a meeting for us if a representative cannot respond to the chat. **Official Response from Joshua Morgan:** > We appreciate all the feedback! I like seeing that we're helping to route your customers where they need to be - that saves a lot of time and frustration. If you want to email me at jmorgan@drift.com, I'd be happy to start a support ticket for you so we can get the notification issues fixed. It's unusual for notifications not to be working efficiently with Drift so we'd like to get that fixed for you quickly. Support@drift.com and your CSM are also fantastic resources for these types of issues. --Joshua Morgan: Customer Advocacy @ Drift ### 47. Great tool for getting additional meetings **Rating:** 4.0/5.0 stars **Reviewed by:** Taylor M. | Sales Development Representative, Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Drift?** Drift is really helpful with getting prospects to us very quickly and efficiently. It makes the process of getting in contact so much easier and faster. **What do you dislike about Drift?** There are some routing issues. At times we get routed into conversations for the wrong product or for some people who aren't wanting to speak with a person about anything **What problems is Drift solving and how is that benefiting you?** Drift solves the problem of being able to get in contact with potential prospects in a timely manner. Drift allows for those who are interested in getting more information about the product much faster than email or phone calls. It makes setting up zoom meetings to speak with prospects very easy and it overall streamlines the sales process. **Official Response from Joshua Morgan:** > Hi Taylor! I want to thank you for taking the time to leave this review. It makes us happy to see our customers getting value from Drift. I want to also apologize for the routing issue. I have reached out to who I believe is your CSM to make contact and see if we can't fix the issue we're having. Please let me know if it doesn't get resolved. My email is jmorgan@drift.com Joshua Morgan: Customer Advocacy @ Drift ### 48. Has helped book many meetings this quarter **Rating:** 5.0/5.0 stars **Reviewed by:** Sabina D. | Senior Account Development Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2022 **What do you like best about Drift?** Super easy to connect to costumers who are actively looking to buy our product. We can connect with them instantly! It has helped me and my team book many meetings throughout the year and get them into a quick evaluation. **What do you dislike about Drift?** There can sometimes be spam but that's anywhere **What problems is Drift solving and how is that benefiting you?** Helps connect to potential customers quick and helps with quota! **Official Response from Joshua Morgan:** > Hi Sabina! ๐Ÿ‘‹ Thank you for taking the time to leave a review and share your thoughts. I love seeing that you're booking meetings and hitting quota! ๐Ÿ’ช Please let us know if we can ever help with anything Drift related. --Joshua Morgan: Customer advocacy @ Drift ### 49. I really Like Drift! **Rating:** 4.5/5.0 stars **Reviewed by:** Aaron E. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 08, 2022 **What do you like best about Drift?** Customizable messaging to customers! I can target messages to those customers who are regularly using products but rarely respond to emails or calls. I can get really important announcements to those customers even if they don't respond to our initial announcements. **What do you dislike about Drift?** Because of cookies and tracking, when I'm trying to see how a chat flow works, I might not always get the same experience as a customer which makes it hard to know if my workflow really gels the way I anticipate it to. **What problems is Drift solving and how is that benefiting you?** Solving for 24/7 support without requiring me to be on call 24/7. Gives us a way to provide customers with an outlet for communication so that problem issues don't fester for months on end. Customers can relate what their issues are right when they're experiencing them. **Official Response from Joshua Morgan:** > Hi Aaron! Love that Drift is helping you to customize messaging and customer targeting! Have you reached out to your CSM with what you're disliking? The product team might have a fix for this. Joshua Morgan: Customer Advocacy @ Drift ### 50. It is a fun, easy, and quick way to create videos for my prospects. **Rating:** 4.0/5.0 stars **Reviewed by:** Corbin A. | Sales Development Representative, Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Drift?** The simplicity of creating these videos for prospects. Love how you can re-record so quickly. **What do you dislike about Drift?** When it comes to scheduling a meeting through my Drift, Gong will not show up on the actual meeting. This may be user error on my end. **What problems is Drift solving and how is that benefiting you?** Allowing prospects to put a face to my voice. I cold call my prospects, so it is awesome for them to gauge my personality on video. **Official Response from Joshua Morgan:** > Hi Corbin! Thank you for taking the time to leave a review. I'm a huge fan of Drift video myself. With the Gong issue, I've submitted a ticket to our support team and they'll be reaching out to you to get the problem resolved. --Joshua Morgan: Customer Advocacy @ Drift ## Drift Discussions - [How can Drift be integrated into Salesforce?](https://www.g2.com/discussions/how-can-drift-be-integrated-into-salesforce) - 1 comment, 2 upvotes - [What is a drift playbook?](https://www.g2.com/discussions/what-is-a-drift-playbook) - 1 comment, 1 upvote - [What are some options to better streamline the saved replies?](https://www.g2.com/discussions/31102-what-are-some-options-to-better-streamline-the-saved-replies) - 1 comment, 1 upvote - [How will GDPR compliance impact the future of Drift](https://www.g2.com/discussions/how-will-gdpr-compliance-impact-the-future-of-drift) - 1 comment, 1 upvote - [Is there a way to get a report for the live view history?](https://www.g2.com/discussions/is-there-a-way-to-get-a-report-for-the-live-view-history) - 1 comment, 1 upvote - [View Drift pricing details and edition comparison](https://www.g2.com/products/drift/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-06-01+17%3A16%3A52+-0500&secure%5Bsession_id%5D=726f3e00-61ab-4eea-a897-13f3c386e67a&secure%5Btoken%5D=3339087663868378292460640824badce2a9d71dd78ce83075f10c010dce0d71&format=llm_user) ## Drift Integrations - [Adobe Marketo Engage](https://www.g2.com/products/adobe-marketo-engage/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Brevo Marketing Platform](https://www.g2.com/products/brevo-marketing-platform/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) ## Drift Features **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Lead Facilitation** - Customer-facing Chatbot - Lead Qualification - Lead Follow-up - Meeting Scheduling **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Integrations** - MS Teams Integration - Email Integration - Zoom Integration - Google Meet Integration - Salesforce Integration **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Organization** - Opportunity and Pipeline Management - Data Entry - Integrations / APIs **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Seamless Escalation - Transcripts - Self-Serve Support **Branding & Customizatio** - Custom Booking Page - Personalized Links - Personalized Web Embed **Automation** - Ticket Resolution - Customization - Intelligent Routing **Agentic AI - Bot Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Performance Analysis** - Coaching - Peformance Tracking **Automatic Rules & Configurations** - Set Working Hours - Automatic Updates - Buffer Times **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Sales Analysis** - ROI Forecasting - Sales Forecasting **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Business Scheduling** - Autonomous Task Execution - Multi-step Planning **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - AI Sales Assistant** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Drift Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,693 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,843 reviews) - [Qualified](https://www.g2.com/products/qualified/reviews) - 4.9/5.0 (1,470 reviews)