About Drift

Drift is a cloud-based live chat, in-app messaging, and email management solution designed for sales and marketing teams. Drift offers customizable live chat widgets, email follow-ups for abandoned chats, conversation histories, email campaign automation, and an AI-powered chatbot.

When a visitor starts a conversation, Drift displays which page the visitor is on, and if the visitor enters their email address, then their name, location, social profile links, company and job information are made available to users through the side profile drawer. Conversations can be transferred between agents, with users automatically notified when a chat is assigned to them, and typing indicators display when an agent or visitor is responding to the conversation. Users can add custom tags to chats, and filter conversations based on their status. Saved replies can be created for responding to common queries, and users can set away messages to be displayed outside of working hours.

Drift’s in-app messaging allows users to target their customers with full-page takeovers and slider messages. Groups can be targeted by URL, scroll percentage, or using defined segments. Unread in-app messages can also be sent by email after a user-defined time period. Net Promoter Score (NPS) can be measured through surveys sent by email or in-app message. Users can create automated email campaigns with a range of triggers, for customer onboarding, churn prevention, and more.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Drift

Key benefits of Drift

  • Drift gives users insight into the page a visitor is on when their conversation starts, and when a visitor adds their email address, their name, location, social profile links, company and job information, and more are automatically made available to users.

  • Conversations can be transferred between agents, with typing indicators to show when another user is responding to the conversation.

  • If a visitor hasn’t seen a messaged within 15 minutes, Drift emails them the full conversation, with the ability to respond later.

  • Targeted messages can be sent out to different groups, based on URL, scroll percentage, or defined segments.

  • Announcements and NPS surveys can be sent out through in-app messages or email, and in-app messages can also be delivered by email if they have not been seen within a defined time period.

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

    Chinese, Danish, Dutch, English, Finnish and 14 others, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish

    Pricing starting from:

    N/A

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to Drift

    Images

    Drift Software - Drift's live chat widget can be customized to suit different website styles
    Drift Software - Various in-app message campaigns can be created, with full-page takeovers and slider messages
    Drift Software - Leadbot can be used to route conversations to the correct agents
    Drift Software - Live View allows users to see browsing visitors in real-time, and proactively start chats
    Drift Software - Meetings can be booked through interactions with Driftbot
    View 6 more
    Drift video
    Drift Software - Drift's live chat widget can be customized to suit different website styles Drift Software - Various in-app message campaigns can be created, with full-page takeovers and slider messages Drift Software - Leadbot can be used to route conversations to the correct agents Drift Software - Live View allows users to see browsing visitors in real-time, and proactively start chats Drift Software - Meetings can be booked through interactions with Driftbot

    Features

    Total features of Drift: 106

    • @mentions
    • AI/Machine Learning
    • Activity Dashboard
    • Alerts/Notifications
    • Analytics/ROI Tracking
    • Appointment Scheduling Software
    • Audience Targeting
    • Auto-Responders
    • Automated Scheduling
    • Availability Indicator
    • Availability Management
    • Calendar Management
    • Calendar Sync
    • Campaign Management Software
    • Campaign Personalization
    • Canned Responses
    • Chat/Messaging
    • Chatbot Software
    • Code-free Development
    • Confirmation/Reminders
    • Contextual Targeting
    • Customer Segmentation
    • Customizable Branding
    • Customizable Fields
    • Dashboard Software
    • Data Extraction Software
    • Data Import/Export
    • Data Synchronization
    • Data Visualization Software
    • Desktop Notifications
    • Drip Campaigns
    • Dynamic Content
    • Email Automation
    • Email Campaign Management
    • Email Management Software
    • Email Marketing Software
    • Email Tracking Software
    • Event Triggered Actions
    • File Sharing Software
    • For Developers
    • Geotargeting
    • Group Messaging
    • Human Handover
    • Intent Recognition
    • Interaction Tracking
    • Landing Pages/Web Forms
    • Lead Capture Software
    • Lead Distribution
    • Lead Management Software
    • Lead Notifications
    • Lead Nurturing Software
    • Lead Qualification
    • Lead Segmentation
    • Lead Verification/Validation
    • List Management
    • Live Chat Software
    • Location-Based Marketing
    • Marketing Automation Software
    • Meeting Management
    • Mobile Access
    • Mobile Optimized Emails
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Multi-Language
    • Natural Language Processing
    • Offline Form
    • One-to-One Messaging
    • Online Booking
    • Online Forms
    • Personalization and Behavioral Targeting Software
    • Pre-Configured Bot
    • Proactive Chat
    • Product Recommendations
    • Prospecting Tools
    • Push Notifications Software
    • Real Time Monitoring
    • Real Time Notifications
    • Real-time Consumer-facing Chat
    • Real-time Conversations
    • Real-time Updates
    • Reminders
    • Reporting & Statistics
    • Reporting/Analytics
    • Routing
    • Rules-Based Workflow
    • SMS Messaging
    • Screen Sharing Software
    • Search/Filter
    • Segmentation
    • Source Tracking
    • Subscriber Management
    • Subscription Management Software
    • Survey/Poll Management
    • Surveys & Feedback
    • Tagging
    • Target Account Identification
    • Template Management
    • Third Party Integrations
    • Transcripts/Chat History
    • Transfers/Routing
    • Video Chat
    • Visitor Management Software
    • Visitor Tracking
    • WYSIWYG Editor
    • Website Visitor Tracking
    • Widgets

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    Reviews

    Overall rating

    4.5 /5
    (155)
    Value for Money
    4.1/5
    Features
    4.4/5
    Ease of Use
    4.4/5
    Customer Support Software
    4.4/5

    Already have Drift?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 155
    John M.
    Overall rating
    • Industry: Marketing & Advertising
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

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

    Reviewed on 27/01/2021

    Once again Drift have helped to define what companies should be using chat software for. Yes, it is...

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

    Pros

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

    Cons

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

    Response from Drift

    Hi John,

    Wow! We're flattered! THANK YOU! Pls let us know how we can continue to support you, and tnx for being a customer!

    All the best,

    Julie Hogan, VP - Customer Experience

    Yann I.
    Overall rating
    • Industry: Online Media
    • Company size: Self Employed
    • Used for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    A solid suite of digital tools all on one platform

    Reviewed on 07/05/2021

    Pros

    The thing about Drift that I like the most is, without a doubt, its chatbot creation feature.

    There are plenty of chatbot platforms and apps out there, but what makes Drift stand out its the ability it gives you to provide website visitors with a tailored experience, answers to their questions and solutions to their needs...all on autopilot!

    You put in the work once – to create the chatbot – and then, you can let the platform work its magic and help you increase website visitor engagement and other KPIs in your business.

    Cons

    If you're planning to put together a quite robust and sophisticated chatbot, you'll need to carve out some time. While this is to be expect, I sometimes feel that one can feel a bit overwhelmed in the chatbot creation process...

    Response from Drift

    Hi Yann, thanks for your review! We're glad to see that you've used Drift to successfully create a tailored experience for your website visitors and we're excited to see your continued success in the future!

    - Sarah Haberman, Senior Customer Advocacy Manager

    Verified Reviewer
    Overall rating
    • Industry: Computer Software
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 3.0 /10

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

    Reviewed on 13/10/2020

    We decided to use Drift as means to provide support, but once we grow bigger than a single user,...

    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.

    Response from Drift

    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

    Verified Reviewer
    Overall rating
    • Industry: Information Services
    • Company size: 10,000+ Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Drift-The new way of conversational marketing!

    Reviewed on 01/07/2021

    Overall I can say we are satisfied with their services. It ultimately filters genuine leads from...

    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.

    Response from Drift

    Hi there,

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

    - Sarah Haberman, Senior Customer Advocacy Manager

    Rob C.
    Overall rating
    • Industry: Computer Software
    • Company size: 201-500 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 7.0 /10

    Expensive but awesome

    Reviewed on 21/12/2019

    With two substantially different audiences being targeted by our business, and a general need to do...

    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.

    Response from Drift

    Hi Rob,

    Thanks for taking the time to share all of this detail. It's really helpful. Our feature request process is something we're improving this quarter, I agree this has not been the best experience to date.

    Thanks again for sharing, and if we can be helpful to you with you 2020 plans, please let us know how we can support you!

    All the best -

    Julie Hogan, VP - Customer Experience

    Showing 5 reviews of 155 Read all reviews

    Drift FAQs

    Below are some frequently asked questions for Drift.

    Drift offers the following pricing plans:

    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    Drift has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

    Drift supports the following languages:

    Chinese, Danish, Dutch, English, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish

    Drift supports the following devices:

    Android (Mobile), iPhone (Mobile)

    Drift integrates with the following applications:

    Demandbase ABM Platform, Drip, Front, Google Analytics, Google Calendar, Help Scout, Helpjuice, HipChat, HubSpot CRM, Mailchimp, Marketo Engage, Mautic, Microsoft 365, Microsoft Outlook, Poptin, Privy, Productboard, Salesforce Sales Cloud, Segment, SendGrid, Shopify, Slack, Stripe, WordPress, Zapier, Zendesk

    Drift offers the following support options:

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

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