17 years helping Australian businesses
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Drift
What Is 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 — building pipeline, closing deals and strengthening customer relationships.
Who Uses Drift?
Businesses that want to translate conversational data and buyer behavior into deeper customer relationships, more pipeline and revenue, and a modernized B2B website experience.
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Reviews of Drift
Alternatives Considered:
Expensive but awesome
Comments: With two substantially different audiences being targeted by our business, and a general need to do a better job of quickly connecting with promising leads, we've been quite pleased so far with Drift. We've already had several great opportunities arise thanks to the tool, and still have a large number of new bots to roll out, plus refinements to make based on our learnings from using the tool. As a supplement to our other inbound marketing efforts, I foresee chat through Drift being a substantial asset for a long while to come.
Pros:
With Drift, you can create customized chat experiences for users based on all sorts of criteria - the page they're on, the number of times they've visited, the channel they used to get to your site - and to target specific businesses with targeted messaging. Building the chat flows (Drift calls them "Playbooks") is generally quite easy, allowing you to quickly build out new bots once you get a hang of the platform. Drift also includes support chat built right into the product, meaning every time I get stuck, I'm able to reach out and get a hand from one of their product experts right away.
Cons:
We haven't been using Drift for that long, and there have already been a number of instances where I or one of the other users in the company have attempted to do something that seems obvious, only to find out the tool doesn't allow us to do so. We're always told that a feature request has been submitted, but there's no way to know how long it will take before we get whatever little tweak we're looking for in order to provide a smoother, more pleasant chat experience on our site.
Drift Response
5 years ago
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
Alternatives Considered:
Drift-The new way of conversational marketing!
Comments: Overall I can say we are satisfied with their services. It ultimately filters genuine leads from the universal traffic on the website and that too with high buying intent. Chat bot, Playbooks, Analytics and Integrations are just icing on the cake.
Pros:
-Playbooks- Setting up of chat bot and customizing it based on the page and target market becomes very easy with drift's playbook feature. You can very easily set up chat bot and start receiving genuine leads. -Analytics and Integrations- The deep analysis of the tool always keeps you on your toes and helps in pointing out various scope for improvement. You can also measure the efficiency of your chat agents as well. Also, it provides integration with your marketing CRM as well for lead handling purpose. -Customer Service- You are facing any issue with drift? Do not worry. Customer service is just a chat ping away. They are always attentive and help you proactively
Cons:
-Price- This was the main concern while evaluating various chat tools. Drift is follows a premium pricing which might not make it suitable for Small businesses. -No Forms- Drift takes pride on omitting the forms from the chat and enabling their conversational way of marketing. I think, they should make that optional. They should forms as well. -They should also have a feature in which chat transcripts can be emailed as well.
Drift Response
3 years ago
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
Alternatives Considered:
Drift could be Intercom, but it isn't...
Comments: We decided to use Drift as means to provide support, but once we grow bigger than a single user, we'll have to move to a better platform.
Pros:
We use Drift as an in-app messaging platform and it's decent at that. We considered using it for marketing automation, customer engagement and on-boarding, but it doesn't cut it.
Cons:
Even as an in-app messaging platform for support, there's room for improvement. A few months ago, they removed the option to "close a conversation" (which is essentially used to close a "support ticket"). For whatever reason, they think that it should be more like Whatsapp with an endless list of conversations that you can "archive". Only conversations sometimes come back (not because of new messages), they are sorted wrong so you may miss conversations with new messages, and you don't always get real time notifications in the mobile app.
Drift Response
4 years ago
Hi there, Thank you so much for taking the time to share this. I'm sorry we haven't delivered on what you expected from us. I'm more than happy to chat live and learn more about how we can make your experience better. Feel free to reach out at [email protected]. All the best, Julie Hogan, VP - Customer Experience
Best Conversion-Maximizing Method For Any Website
Comments: Drift allows me to communicate with clients and gauge the level of interest they have in our offerings. My end aim is to close a transaction, and Drift helps me do this by facilitating instantaneous communication with prospects and clients, allowing me to address their concerns and guide them toward a conclusive next step in the buying process.
Pros:
Through Drift, I am able to contact with leads at the precise moment of their highest interest and engagement with the website, and to respond to their pressing queries immediately. Many of the talks I've had with potential clients have resulted in a sale.
Cons:
Forcing customers to provide email addresses before speaking with a representative. There is room for simplification in the reports and metrics. There are not further improvements needed.
Alternatives Considered:
Gets the Job Done
Comments: Over the experience has been middle of the line. We have been considering other applications due to Drift being pretty expensive for what it offers. There are other applications out there that offer a lot more functionality in the chat flow.
Pros:
I really like that is it easy to navigate. There are not a lot of places you need to go looking around to figure out what you need to do in order to change or update the flow of something.
Cons:
Their customer support is not great. They do not really offer any assistance when it comes to setup, or help with any of the technical processes or procedures. When we first started using this application we were unfamiliar with the targeting, and it would have been beneficial to have someone assist us with that.
