Drift

Full-featured conversational marketing tool

良いポイント:

Drift has anything you could ask for in a conversational marketing tool in the market currently. Its AI capabilities are probably what set it apart from its peers for us and our clients.

改善してほしい点:

Pricing is not exactly friendly for "small businesses" as mentioned on their pricing page. It's more geared towards medium businesses who have set aside a sizeable marketing budget that allows for investing in conversational marketing.

Drift-The new way of conversational marketing!

製品を使ってみた感想： 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.

良いポイント:

-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

改善してほしい点:

-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.

A time consuming disappointment.

製品を使ってみた感想： We asked very specific questions during the sales process (no trial available - this should have been a red flag) where the salesperson misrepresented the capabilities around integration, usability etc. There was plenty of 'sure it works just like that'. We would have identified this had a trial been available. Drift is expensive, has slick marketing, so I assumed it was good. I should have quit at this point, but had our developers work around the many issues and the 'ohh you need to pay 10x for that'. Support was very lackluster. Focused on upselling features already promised on the current plan. Our developers hated it (I should have listened)... Our salespeople did not like it, the bugs it Drift manifested in a form that made our salespeople look stupid to customers. They were actively creating workarounds to avoid using it. And here I am. Drift keep charging, and the support people 'can't find my cancellation request conversation' ironically, in Drift. So, let this be a warning for managers. Drift is really great at marketing, the halo effect is strong! But walk away and save time.

良いポイント:

Drift is a chat tool with some rudimentary marketing automation. Drift's bot workflows are conceptually good. Email 'playbooks' are similar to a basic marketing automation platform.

改善してほしい点:

I purchased Drift against the recommendation of our developers on the promise of its segment.io integration. Drift was buggy, did not work as described with segment.io and had numerous usability problems for end-users (customers).

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

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

The best chat AI.

製品を使ってみた感想： Using this for sales as well as support automation, and it's paid off well and works with our sites.

良いポイント:

The driftbots and playbooks (how their AI, automation is done). We have used this to automate sales workflows and schedule meetings and save time.

改善してほしい点:

I have no complaints that wouldn't be something out of my control - some of the rules I've set up in boys seem to be a bit too picky when leads respond with anything besides a picklist item.

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

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

Simple setup, solid results

製品を使ってみた感想： Very satisfied with the manner in which we use it. I haven't spent much time exploring additional capabilities and advanced features, but I am eager to do so in the near future.

良いポイント:

It was easy to setup, and easy to understand with limited knowledge of this type of product. The product will scale with you, meaning, if you are knowledgable about all features, then they are there for you. If you're just looking for a site lead service, it does that really well also, without being overwhelming.

改善してほしい点:

The other features aren't explained well, and not sure where to look if I wanted them explained. The image that can be placed with the pop-up message is very limited in customization. For example, it cuts the top of the picture off and there's very limited functionality associated with editing it further.

Good Conversational Marketing Tool

製品を使ってみた感想： Whether it's worth paying for tool like this will depend on how engaged your audience is and how big your traffic volumes are. We felt that for us the tool was not worth the money. There are much cheaper alternatives on the market if you're just looking for customer support tools.

良いポイント:

Lots of features that are likely to appear to enterprise B2B companies like lead routing, instant meetings booker, help centre article look up.

改善してほしい点:

Had issues with bugs in various areas several times and had to contact support and wait till they were resolved. Not very straightforward how to configure the tool in the best way and debug playbooks. Documentation could be better.

kickstart conversation marketing

製品を使ってみた感想： It has been great but i believe much more integrated approach is needed.

良いポイント:

started using drift for our startup after moving away from HubSpot. It has been a great learning curve for us. Some aspects I love about drift is the lead tracking and bot performance. Also leveraging drift for email and phone converation as a CRM is a big plus. Also scheduling and calendar invites make is better than calendly

改善してほしい点:

Would love if drift can be an email server as well so that we can skip email server costs. It does most of the things already just needs a sync from gmail. It is very expensive especially since you have to pay upfront for the startup plan

A Quality Product

製品を使ってみた感想： I think it's a quality and powerful product.

良いポイント:

Drift is designed to help people accomplish their business goals, especially B2B business goals, which is super helpful. Other chat companies are not as in tune with B2B needs which is what sets Drift apart. They have the right features and tools for the B2B marketer.

改善してほしい点:

One setback is not being able to pull in custom cookie tracking data through the Drift form/bot. That tracking info is critical to business success.

Immense ROI!

製品を使ってみた感想： The overall experience has been really good. ROI is > 50X & it's very easy to operate on the tool.

良いポイント:

Easy to deploy, affordable pricing, good customer support & easy chat playbook creation.

改善してほしい点:

Nothing specific; everything seems top-notch!

Drift review

製品を使ってみた感想： Overall I am very satisfied with Drift and it has been the great experience integrating this with zoominfo for lead generation

良いポイント:

Drift is extremely easy to configure and there is a launchpoint integration available via Marketo Engage that makes it easy to integrate and push lead gen data into Marketo

改善してほしい点:

I think Drift gets the job done and is the best live chat out there in market. I cant think of any con

Drift - Robust Chatbot That May Not Be Worth the Hassle

製品を使ってみた感想： We have very complex products that require a great deal of one-on-one dealing with our salespeople. In other words - they're not simple products like a t-shirt, but are highly-engineered with extremely specific specs. With this in mind, we use our chatbot as a way to funnel people to get in touch with us based on what they need: service, parts, repair, equipment quotes. It works super well and has cut down on the frustration of not knowing where to go on the website. It provides them an immediate way to reach out.

良いポイント:

Drift is a robust, clean platform that is relatively simple to work. The caveat to that is that you have to get the hang of it first! The previous chat builder was tough to work with - not very intuitive and lots of scrolling up and down, back and forth (think vertical, with everything jumbled together). They've just introduced a new version that is easier to work with, but still complex. When implemented on the website, it looks clean. You can also modify your icon, which is a fun and creative aspect. The "playbook" you build can also be as simple or complex as you want - due to the complex nature of our products, we use ours as more of a "reach out to us, we can help" chatbot. But you can go much, much further.

改善してほしい点:

The main thing I dislike about Drift isn't actually the platform - it's the onboarding process. The onboarding process at Drift is a bit aggressive. The onboarding teams have a very set mindset in what will make Drift work for you - no matter what your business is, or how many times you let them know your business' unique needs. They are almost 100% focused on getting live chat involved, which at the start isn't always the best option. I'd recommend that they start listening more closely to their clients, rather than bopping them over the head with their "this will be best for you" mindset.

Live Chat Platform that suits my needs.

製品を使ってみた感想： 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.

良いポイント:

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

改善してほしい点:

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.

Best Live Chat Software On the Market

製品を使ってみた感想： Drift is a great product that generates a lot of website leads for our business which more than pays for itself.

良いポイント:

Drift is an amazing tool that helps you communicate directly and seamlessly with your website visitors. It tracks a lot of information about any given person on your site so you can understand who they are before you even have a conversation with them. It also makes it easy to schedule meetings which automatically flow to your calendar.

改善してほしい点:

Sometimes Drift can be too automated and frustrate people on your website who are trying to obtain quick answers to questions and wish to speak to a human.

Great communication interaction with prospects

製品を使ってみた感想： Extremely pleased. I'll admit that as an admin onboarding this software, it takes sometime to get familiar with the new set up of chatboxes and playbooks. Overall though, it proves to bring results to our team.

良いポイント:

The simplicity of scheduling phone calls. Drift also makes the chat's very personalized and fun to interact with. That feelings gives our prospects and sense of comfort when they visit our site.

改善してほしい点:

There are a few bugs such as syncing issues with our crm, or syncing issues with BDR calendars. The majority of the time, the internal team is able to fix these issues. But there have been some cases not as urgent that I've had to put aside for now.

Prime tool for connecting with potential customers

製品を使ってみた感想： Drift has a ton of features and customizations that make live chat a major sales generator for us. Drift is especially good at allowing you to fine-tune the rules for determining what chat messages get sent to whom.

良いポイント:

Great web chat functionality, email automation, and it connects very well with the other sales tools we use.

改善してほしい点:

It's a bit pricey compared to other tools but we definitely get good value from it. The app is buggier and support is not as good as I would like, which I feel is due to their fast growth recently.

Lead qualifications and book meetings - on autopilot!

製品を使ってみた感想： Drift support, itself, is the best example of great customer service using their own solution. The support experience is always a delight.

良いポイント:

I'm a very early Drift user and a conversational marketing advocate. After setting up Drift, with their lead qualification and book meetings feature, our sales team has a decent pipeline with high-quality leads.

改善してほしい点:

Waiting for Drift chat embed on the website feature. That could help me start a conversation with a customer from any section of my website pages.

Great way to engage with prospect on your site!

製品を使ってみた感想： Drift has allowed us to interact with folks browsing our website and capture valuable lead data that we didn't have access to before Drift.

良いポイント:

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.

改善してほしい点:

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.

Reliable, yet Lacking

製品を使ってみた感想： Overall Drift has been a good option for the money, but we are not 100% thrilled.

良いポイント:

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.

改善してほしい点:

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.

Smart live chat

良いポイント:

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

改善してほしい点:

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

Shortened our time to SQL

良いポイント:

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.

改善してほしい点:

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

Simple setup and hassle-free website chat solution

良いポイント:

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)

改善してほしい点:

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

Easy to use, but keep your chats organized/clean

製品を使ってみた感想： My support team likes it! So far so good. We've been using Drift for 2 years now.

良いポイント:

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

改善してほしい点:

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.).

Conversational Marketing is a Great Tool

製品を使ってみた感想： A really useful tool and a great way to interact with your customer base.

良いポイント:

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

改善してほしい点:

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