Drift

Avantages

The ease of getting started and implementation

Inconvénients

If you want to enjoy most of the features, you need big pockets because it's pricey

Alternatives envisagées 

Pourquoi passer à Drift

Avantages

Drift is really great for qualifying and chatting with clients that are browsing your website. The ability to create bots that capture data and qualify a prospect our SDR team a lot of time and allows them to only spend time on folks that are really ready to have a conversation. Their meeting scheduler tool is also really great.

Inconvénients

The backend admin panel can be a bit confusing at times. I'd also like them to work on their SalesForce integration more so custom fields can be captured in Drift and sent to SFDC.

Avantages

The pros over at Drift get IT! They have provided a great chat tool that is super clean, easy to use, and it just works. I run an e-commerce website and there's no doubt that having Drift in place has boosted my sales. It is a great way to capture new email addresses as well, which I have used in follow up marketing sequences, thus resulting in additional sales. Can't say enough about this software, I really enjoy it.

Inconvénients

Everything isn't free! But, I get it. The additional features are worth paying for, and I will be at that point on my site soon. Looking forward to it!

Avantages

Software is reliable in that the system does not crash at all. They are consistently making updates, and branching in to more areas of communication outside of just chat. The support team is very nice and willing to help.

Inconvénients

Reporting functionality is very lacking. Unable to see how long each conversation is taking for each of my agents to work through. Have had multiple complaints on lag in the chat service loading within our software. Have contacted support on this multiple times without resolution.

Avantages

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

Inconvénients

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.

Avantages

Drift was easy to set up and is a nice and simple way to monitor live chat conversations.

Inconvénients

There have been some issues with push notifications, chats occasionally being missed.

Avantages

This useful tool has third party integrations that allow me to access data in a more useful way in order to get beneficial outcomes from it with less time spent. Another feature that is of my interest is the unique playbook feature of this amazing product that helps me to lessen the workload from my shoulders and enables me to have a concentration on all the important tasks.

Inconvénients

By getting all the unique features and functionalities I can not think of anything offensive in it that could worsen my experience on it. I failed to find anything to complain about it.

Avantages

Ease of installation made this a no-brainer to try. We found that it helped us shorten our marketing cycle by getting prospects on the phone immediately rather than in the traditional way with forms. Now they can speak to a live representative and get their business much sooner. Drift changed the way we do business.

They are introducing more and more integrations and making it a natural extension of most marketing teams.

Inconvénients

Cost for the higher tier is a little too high. We settled for the lower tier and are happy with it so far.

Avantages

The ideas of what they wanted to software to do.

Inconvénients

They made promises that they can't live up to

Avantages

Ease of setup makes Drift work well. I love the Slack integration and team member management on the back end. One of the best things about Drift is that it eliminates the need for forms and forces a quick turnaround on meeting prospects.

Inconvénients

It's expensive for the more advanced service. It would be a great addition to our current workflow but can't justify the cost.

Avantages

Easy to set up and inject directly into your homepage. Can set up routes and automated conversations (albeit this process can be streamlined/cleaned up a bit)

Inconvénients

Software can get a little clunky - leading to significant amount of resources rendering and setting up the chat button/bubble upon website load.

Avantages

The tool is easy to use and allows us to quickly onboard our users. The chat workflows are intuitive, and I love how easy it is to build bots to streamline communications

Inconvénients

None with the software - they are the leader in the space for a reason! Their account executives are a bit pushy on upsells for additional features and functionality.

Avantages

Drift is easy to use and pretty straightforward. Installing it on your website is super easy and they provide good support. The support team is very responsive. 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

Inconvénients

When you have high traffic websites like we do, it's absolutely crucial to keep your chat logs organized. Would have liked to have more flexibility on this end (different folders, important chats, etc.).

Avantages

It syncs well with our CRM (Salesforce).

Inconvénients

I find it not very user-friendly. As someone who came into the administrator role after the account was already set up, I had a difficult time navigating. The chatbot script creator could be much cleaner. I find myself having to write the script in an excel document with a complex numbering system in order to easily input it into Drift. I also wish it had more features that some other chatbots have, like heat and click maps.

Avantages

Conversational Marketing is a great tool because it allows you to interact with your customers automatically.

Inconvénients

The tool is very useful there isn't much bad to say about it. The tool requires you to learn how to use it.

Avantages

Sales means being first to the plate- so being able to quickly engage and interact with prospects as they browse our website is huge.
Also quick hit tech support questions are a big win when learning a new software.

Inconvénients

The Salesforce Integration isn't great- however the UI of the product is.

Avantages

Easy to work with prospects and have quick chats, quickly determine if someone is worth a sales conversation and if so turn it into a phone call quickly, otherwise give them free resources and send them away

Inconvénients

Would be better if different teams could have different queues based on locality of prospects, also the company is constantly changing the UI and features so it is hard to get used to certain functions, get a rhythm going

Avantages

Not only is it extremely easy-to-use and intuitive, but they come out with awesome tools, like the pdf feature for ebooks.

Inconvénients

Pric.e It's so incredibly expensive. Especially in a rapidly-growing space like chatbots, it's hard to justify payinh for Drift.

Avantages

The mobile app! Having the ability to intercept messages sent to your organization via your mobile device is great! When you have a small staff and don't have anyone who can babysit a computer all day, the mobile app is essential to keeping consistency in availability for your website's visitors.

Inconvénients

People who sent messages wouldn't always wait around for my reply, which was generally sent within a minute or two. I wish there was a "typically replies within X minutes" message to encourage people to wait. But then again, other people's impatience isn't exactly Drift's fault.

Avantages

Easy to set up and go live in short period of time. Instantly engage with prospects and customers a like and never miss a conversation again. 24/7 365 engagement if desired. Ability to serve the specific need of the visitor is critical.

Inconvénients

Layout of the admin dashboard has a lot so it takes a little time to navigate. Every so often the mobile app for android delays a notification.

Avantages

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

Inconvénients

The chat web interface and all associated integrations are really buggy. I also don't like how they keep changing the pricing.

Avantages

Easy to install chat bot on your website.

Inconvénients

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

Avantages

I used Drift a few years ago and hated it. I came back a few months ago and they've made a ton of improvements. We use it for automated emails to customers based on their behavior in the app, and it's been very useful and effective for that. We recently started up live chat, and that's gone off without a hitch (user errors notwithstanding).

Inconvénients

Their live chat support isn't very good, which is a little ironic. I believe their live chat is staffed by salespeople, even the live chat within the app, so when I chat with a question, they send me up to support.

I don't think their user dashboard is always super intuitive, either. I often get lost in the app if I'm ever trying to do something I haven't done before.

Avantages

Great integration to our website actively allows access to clients in realtime

Inconvénients

Honestly I can not think of anything that we do not like

Avantages

I like that it had so much potential and could of been so cool to use.

Inconvénients

Honestly I thought this tool had it all. Then our visits to our website dropped like crazy after using drift. People hated the robot and felt like it was not a personal touch. It never worked with ease. Way to much going on.

Avantages

We are so glad we added Drift to our marketing site. It is now one of our top 3 pipeline channels. We've seen very high quality leads come through who want to quickly talk to a rep.

Inconvénients

Building the playbooks can be tedious but overall the software is very intuitive. Reports are pretty generic.

Avantages

easy to use and update - new mapping feature on the backend makes experiences easy to review and update

Inconvénients

occasionally updates roll-out with no notice, making it hard to know when cool new things happen and how best to utilize them

Avantages

First and foremost, Drift was incredibly easy to setup and integrate into our existing website using just a small snippet of code. Once it was setup, Drift has successfully engaged with countless visitors to our website who may not have otherwise remained on our site or found what they were looking for. It's scheduling features are a great way to organize and rotate "on-call" teammates.

Inconvénients

We were excited about testing the conversational bot feature that Drift has rolled out to supplement the standard chat window. 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.

Avantages

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.

Inconvénients

The integrations seemed shaky at best - I never have a good sense if we are properly integrated with salesforce and marketo. We were basically sold a useless marketo integration when we first signed on...

Avantages

I like their ads, landing page and messaging

Inconvénients

Drift is messy and very limited. They don't allow to see what's inside. If you want then you have to pay. So we paid their monthly subscription just to view their admin dashboard and to see they don't provide what is advertised.

Avantages

Drift allows me to connect with prospects easily and quickly. The bot is helpful when we are away, but I can personal messages when need be.

Inconvénients

The drift app does not have the same features it does on the desktop and the format can be unusual. Much prefer to use on a laptop.

Avantages

Quick and easy setup. Intuitive tools and settings make implementation a breeze. The iPhone app is great and sends push notifications instantly and allows me respond to chats from my phone on the go 24/7.

Inconvénients

Not quite as "enterprise" as some other applications.

Avantages

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

Inconvénients

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.

Avantages

Easy to use, tracks client browsing on site

Inconvénients

Lag time between a new drift inquiry and the email notification saying you received an inquiry can be crucial to missing one as the web app does not have a default notification sound

Avantages

Drift is relatively new to our tech stack. We've been able to implement it with a few clients (as well as ourselves), who use it to amplify their sales process. Drift has been very convenient and has cut communication time in half. It's pretty simple to program a workflow for your sales reps to work through when communicating with a lead. Customer service has also been great.

Inconvénients

The dashboard layout was a bit tricky for me at first. Once I got the hang of where certain pieces were located it wasn't that bad, but there was a lot of digging around that needed to be done at first.

Avantages

Literally nothing. They make a bunch of empty promises and then hang you out to dry.

Inconvénients

Most of it seems half-built when you actually pay and sign up. Talking to them on the phone, this seemed like a magical piece of software that could solve all my team's problems.... NEGATIVE.

This just created more headaches than I could have ever imagined. We tried Olark first, gave our money to Drift, and now finally made the right move and switched to Intercom. Finally, well built software that works!

Avantages

You can set up a bot and show messages to website visitors. Replies send to the visitor's email, which we really like.
Booking calendar is included
We have ours integrated with our marketing automation software and we believe this is a powerful sales tool.

Inconvénients

We haven't used it to its full potential yet so hard to find a negative.

Avantages

For one of my project, I am currently on Drift's free plan. This means that I am able to just handle basic chat for the site. Overall, the basic chat functionality is decent but to get more features, I would have to upgrade to a "higher"plan.

Inconvénients

After using just the Free services, I wouldn't know what other features Drift offers. And, to explore those paid services, I would have to upgrade to the plan that is beyond my budget. So, yeah, the only con for me at this moment would be its steep pricing.

Avantages

Drift created a whole new category of Conversational Marketing and they definitely played their cards right this time.

What I love about Drift is:
- Super easy to install and get it up and running on the site. UX is terrific.
- Support is 10/10 as I've always had my questions or issues resolved
- Sets meetings in my sleep :) it's lead generation on steroids.

Inconvénients

- The licensing cost might seem significant for those who can't justify an ROI.

Avantages

We are a SaaS company that utilizes "chat" for several purposes off of our website. We have used other, more prominent providers in the past, but Drift does a great job in distribution of chats. They are able to seamlessly allocate potential leads to salesmen and current customer support chat to our CS team. I have not seen anyone do it as easy as this before.

Inconvénients

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.

Avantages

Drift has a neat framework, allowing for real-time chat with prospects (or customers) and some level of automated responses. They're on the right track for building a great tool.

Inconvénients

Some of the functionality just isn't quite there. The routing is not as automated as we would like, and the automation tool is pretty manual to build out. It's not as customizable as we hoped it would be, and requires a lot more live monitoring.

Avantages

Drift was very easy to integrate into our website. We were able see an impact shortly after we installed it with customers communicating with us directly from our website. It captures the customer's email as well, which allows us to track and follow the lead after the website interaction.

Inconvénients

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.

Avantages

If you have a booming business or you are running short of your support or sales team then this is the best app to look forward too. One it cuts down man power cost and second and most important thing is that it lets you profile your user before making them have a convo. this helps your sales team to understand the user and engages your user rather than keeping them waiting

Inconvénients

It is the best but the best comes at a cost. Good for organization but can have a cheaper plan for small scale companies or start-ups

Avantages

Pretty quick and easy to implement. The tool is flexible with a suite of developer tools. Connects weel to the workflow of sales people (Slack, email, gmail, google cal).

Inconvénients

Integrations with marketing automation could be more extensive and tighter. At this point much of it is very new. Reporting is way too simplified. They need to better tie where the person was to when they engaged with chat.

Avantages

I love the accessibility that it gives to customer's or perspective customers to someone in the company who can quickly answer questions. Avoids wait times on phones and email.

Inconvénients

Sometimes when we had no one online, and had an offline message turned on, it didn't always work and some customer's were unhappy because they expected a response, but no one was online.

Avantages

Allows customization and fast tracking leads down the funnel , allowing them to skip directly to what they are searching for on our website.

Inconvénients

I have not taken enough advantage of the sync with our Marketo - with some glitches we have run into but that might not be due to Drift software.

Avantages

I learned about Drift from several companies with whom I do business. It is an incredible tool to help me warm right up to people coming to my site needing help.

Inconvénients

The only thing I did not like about it is the blinking of message notification on my browser tab but actually what can be done is simply click on that and it goes away. It is a bit expensive but people have the ability to book right there in the chat.

Avantages

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

Inconvénients

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 :)

Avantages

First off, that it connects to Slack - It's super customizable, and offers a free plan. I've tried many similar services, but Drift offers premium features on its free tier. You can't beat that!

Inconvénients

I do wish that a chatbot was available at the free tier. But otherwise, no complaints :D

Avantages

It has a good free trial that allows to understand the value of the product. More vendors should have this approach with so many choices now available.

Inconvénients

Nothing to speak of. AI is not there yet to replace humans in all interactions, so of course, it will not be perfect there either.