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:

Not provided by vendor

  • 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.
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premise

    Markets

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

    Supported Languages

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

    Pricing starting from:

    Not provided by vendor

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to Drift

    Images

    Drift Software - Drift AI Chatbots: Use Artificial Intelligence to increase quality pipeline that closes faster.
    Drift Software - Drift Conversation Insights: Prioritize and personalize your marketing, sales, and service efforts with real-time insights into your visitor’s needs and asks.
    Drift Software - Drift Deal Room: Manage the entire sales process with your buyers — all in one place — to close deals faster and more effectively.
    Drift Software - Drift Fastlane: Qualify leads in real-time, engage with buyers instantly, and book meetings directly from your forms.
    Drift Software - Drift Prospector: Know where to focus your time and effort, engage your buyers across channels, and take action on your accounts immediately.
    Drift Software - Drift Workspaces: Target visitors with specific messages based on their assigned function, business unit, or geography.
    View 7 more
    Drift video
    Drift Software - Drift AI Chatbots: Use Artificial Intelligence to increase quality pipeline that closes faster.
    Drift Software - Drift Conversation Insights: Prioritize and personalize your marketing, sales, and service efforts with real-time insights into your visitor’s needs and asks.
    Drift Software - Drift Deal Room: Manage the entire sales process with your buyers — all in one place — to close deals faster and more effectively.
    Drift Software - Drift Fastlane: Qualify leads in real-time, engage with buyers instantly, and book meetings directly from your forms.
    Drift Software - Drift Prospector: Know where to focus your time and effort, engage your buyers across channels, and take action on your accounts immediately.
    Drift Software - Drift Workspaces: Target visitors with specific messages based on their assigned function, business unit, or geography.

    Features

    Total features of Drift: 151

    • @mentions
    • AB Testing
    • AI/Machine Learning
    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Appointment Management
    • Appointment Scheduling Software
    • Audience Targeting
    • Augmented Analytics
    • Auto-Responders
    • Automated Responses
    • Automated Routing
    • Automated Scheduling
    • Availability Indicator
    • Availability Management
    • Booking Management
    • Calendar Management
    • Calendar Sync
    • Campaign Management Software
    • Campaign Personalization
    • Canned Responses
    • Chat Transcript
    • Chat/Messaging
    • Chatbot Software
    • Code-free Development
    • Collaboration Tools
    • Confirmation/Reminders
    • Contact Database
    • Contact Management Software
    • Content Management System (CMS) Software
    • Contextual Guidance
    • Contextual Targeting
    • Conversion Tracking
    • Customer Database
    • Customer Experience Management
    • Customer Segmentation
    • Customer Support Software
    • Customizable Branding
    • Customizable CTAs
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customizable Templates
    • Dashboard Software
    • Data Extraction Software
    • Data Import/Export
    • Data Synchronization
    • Data Visualization Software
    • Drip Campaigns
    • Dynamic Content
    • Email Automation
    • Email Campaign Management
    • Email Management Software
    • Email Marketing Software
    • Email Templates
    • Email Tracking Software
    • Engagement Tracking
    • Event Triggered Actions
    • File Sharing Software
    • For Developers
    • For Sales / Marketing
    • For Small Businesses
    • Forms Management
    • Geotargeting
    • Group Messaging
    • Human Handover
    • Intent Recognition
    • Interaction Tracking
    • Landing Pages/Web Forms
    • Language Detection
    • Lead Capture Software
    • Lead Distribution
    • Lead Generation Software
    • 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 Alerts
    • Mobile Optimized Emails
    • Monitoring
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Multi-Language
    • Natural Language Processing
    • Natural Language Search
    • Offline Form
    • One-to-One Messaging
    • Online Booking
    • Online Forms
    • Performance Metrics
    • Personalization and Behavioral Targeting Software
    • Pipeline Reports
    • Pre-Configured Bot
    • Predictive Analytics Software
    • Prioritization
    • Proactive Chat
    • Process/Workflow Automation
    • Product Recommendations
    • Prospecting Tools
    • Push Notifications Software
    • Query Suggestions
    • ROI Tracking
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real-time Consumer-facing Chat
    • Real-time Conversations
    • Reminders
    • Reporting & Statistics
    • Reporting/Analytics
    • Routing
    • SMS Messaging
    • Scheduling Software
    • Screen Sharing Software
    • Search/Filter
    • Segmentation
    • Single Sign On Software
    • Source Tracking
    • Speech Recognition Software
    • Speech Synthesis
    • 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
    • Video Conferencing Software
    • Virtual Assistant
    • Visitor Tracking
    • WYSIWYG Editor
    • Web Forms
    • Web-based Deployment
    • Website Visitor Tracking
    • Workflow Management Software

    Alternatives

    Intercom

    4.5
    #1 Alternative to Drift
    Intercom is an open channel between your business and your customers—in product, in the moment, and on their terms—creat...

    Zoho SalesIQ

    4.5
    #2 Alternative to Drift
    Zoho SalesIQ is an all-in-one customer engagement, live chat, and analytics platform to unify your marketing, sales,...

    Pipedrive

    4.5
    #3 Alternative to Drift
    Pipedrive is a CRM & pipeline management tool for small and medium sized sales teams that helps users focus on actions...

    Qualified

    5
    #4 Alternative to Drift
    Qualified is a cloud-based sales solution which provides features such as query suggestions, customizable branding,...

    Reviews

    Overall rating

    4.5 /5
    (166)
    Value for Money
    4.1/5
    Features
    4.3/5
    Ease of Use
    4.4/5
    Customer Support Software
    4.3/5

    Already have Drift?

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

    Showing 5 reviews of 166
    Rob
    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.

    Alternatives Considered

    Intercom

    Reasons for Switching to Drift

    Better features, better support, a better sales and onboarding experience

    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

    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.

    Alternatives Considered

    Zoho Desk and Intercom

    Reasons for Choosing Drift

    -Shift conversational Marketing tool from a form filling no AI based chat tool -Mechanism to filter out Junk from the website -Deep analytics

    Reasons for Switching to Drift

    -More features. -AI analytics and easy to use -Better branding and a known player in the market

    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

    Catherine
    Overall rating
    • Industry: E-Learning
    • Company size: 51-200 Employees
    • Used Weekly for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Great for Customer Service!

    Reviewed on 07/09/2022

    Pros

    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.

    Cons

    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.

    Response from Drift

    Hi Catherine! Thank you for taking the time to leave a review. I love that you'd be willing to recommend us...that's awesome.

    As far as your con, I'd highly recommend reaching out to your CSM or [email protected] as that seems like an easy fix for routine purposes.

    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.

    Alternatives Considered

    Intercom

    Reasons for Switching to Drift

    Drift has a free single user option, while Intercom doesn't - but unfortunately, Drift doing the best job.

    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: Internet
    • Company size: Self Employed
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 9.0 /10

    Live Chat Platform that suits my needs.

    Reviewed on 14/07/2022

    There has been a lot of platform development in recent years.
    Newer look and better android app...

    There has been a lot of platform development in recent years.
    Newer look and better android app for example. I remember when the Drift android app had quite a lot of bugs, but now many have been fixed.
    I am confident in future development and still choose Drift as my primary choice of Live Chat Platform.

    Pros

    Live chat and Playbook work well, and widgets are easy to install.

    Cons

    There are no problems with functionality, but in my opinion, the customization options are still not enough. I would like more widget customization options, such as the ability to add a background image to the Live Chat widget.

    Response from Drift

    Thank you for the feedback! Love that you're having a positive experience using Drift. I would highly recommend reaching out to your CSM about more customization options so that they can relay this information to the product team.

    Showing 5 reviews of 166 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

    Visit drift.com/pricing for more detail and to chat with us.

    Drift has the following typical customers:

    51-200, 201-500, 501-1,000, 1,001-5,000

    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 One, Drip, Front, Google Analytics 360, Google Calendar, Help Scout, Helpjuice, HipChat, HubSpot CRM, Mailchimp, Marketo Engage, Mautic, Microsoft 365, Microsoft Outlook, Pardot, Poptin, Privy, Productboard, SMS Reviews, SalesLoft, Salesforce Sales Cloud, Segment, SendGrid, Shopify, Slack, Stripe, WordPress, Zapier, Zendesk Suite

    Drift offers the following support options:

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

    Related categories

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