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Salesloft

Drift

Composite Score

7.9 /10

CX Score

7.9 /10

34 Reviews Write a Review

Claim Software

What is Drift?

Drift AI Chat agent engages visitors with real-time personalized conversations, delivering a better buyer experience and more qualified leads. The Drift Chat agent brings deeper insights to marketers and earlier buyer engagement to sellers — driving efficiency across the entire revenue motion to accelerate growth.

Company Details

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Awards & Recognition

Drift won the following awards in the Conversational AI category

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2 Top Rated Capabilities

3 Top Rated Features

Latest Award, 2026

2 Top Rated Capabilities

2 Top Rated Features

2025

Drift Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Drift.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

3
Since last award

92 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+85 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Drift?

13% Negative

7% Neutral

80% Positive

Pros

Respectful
Includes Product Enhancements
Inspires Innovation
Efficient Service

Feature Ratings

Average 82

Generative AI

100

Translation

100

Other Integrations

Intent Extraction

Leads Generation

Workflow Processing

Retrieval augmented generation

Personalized Service

Learning and Adaptability

Artificial Intelligence Engine

Natural Language Processing

Vendor Capability Ratings

Average 83

Ease of Data Integration

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Ease of IT Administration

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support

Breadth of Features

Availability and Quality of Training

Also Featured in...

Chatbots

Score 8.0

View Drift in this category (opens in a new tab)

Drift Reviews

Conrad d.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2024

Used to be market leader but has fallen over time

Likeliness to Recommend

4 /10

What differentiates Drift from other similar products?

Being the first to market with conversational marketing

What is your favorite aspect of this product?

Understanding all of the nuances when it came to website chat.

What do you dislike most about this product?

Customer support has truly gone down over the years. Customer success has gone through multiple changes and continues to get worse.

What recommendations would you give to someone considering this product?

Truly understand what you're looking for. Ensure that everyone on the team is aligned to what they're looking to use the tool for.

Pros

Security Protects
Continually Improving Product
Reliable
Performance Enhancing

Cons

Less Effective Service
Less Caring
Less Respectful

Milan P.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2024

Features are okay

Likeliness to Recommend

8 /10

What differentiates Drift from other similar products?

Service integration

What is your favorite aspect of this product?

Use of different modules

What do you dislike most about this product?

Security and governance

What recommendations would you give to someone considering this product?

Ux Improvement

Pros

Fair
Altruistic
Transparent
Helps Innovate

Beaux L.

Role: Operations
Industry: Education
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2023

Speed to lead

Likeliness to Recommend

8 /10

What differentiates Drift from other similar products?

The video features and ability to route leads with your sales engagement platform.

What is your favorite aspect of this product?

The ability to take inbound leads and have them automatically sequenced in an engagement platform.

What do you dislike most about this product?

It can be a bit tricky at first to set up all your conversations.

What recommendations would you give to someone considering this product?

Would highly recommend a sales engagement platform to go along with it.

Pros

Enables Productivity
Efficient Service
Effective Service
Saves Time

Drift

What is Drift?

Company Details

Need Assistance?

Awards & Recognition

Drift Ratings

86 Likeliness to Recommend

3 Since last award

92 Plan to Renew

2 Since last award

81 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love Drift?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Generative AI Ability to use Gen AI to enhance the conversation

Translation Supports automatic translate to multiple languages.

Other Integrations Ability to synchronize with other chat options and ITSM tools

Intent Extraction Ability to extract the actions that user has performed

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Retrieval augmented generation Retrieve historical knowledge/accounts and use database to query data.

Personalized Service In conjunction with CRM/ITSM integration or browser cookies, the assistant can be configured to deliver a more personalized service to the client.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Artificial Intelligence Engine Can work autonomously within a series of pre-defined parameters, including decision-making, routing, processing, and human interaction.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

Chatbots

Drift Reviews

Conrad d.

Used to be market leader but has fallen over time

Likeliness to Recommend

Pros

Cons

Milan P.

Features are okay

Likeliness to Recommend

Pros

Beaux L.

Speed to lead

Likeliness to Recommend

Pros

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Feature Ratings

Generative AI

Translation

Other Integrations

Intent Extraction

Leads Generation

Workflow Processing

Retrieval augmented generation

Personalized Service

Learning and Adaptability

Artificial Intelligence Engine

Natural Language Processing

Vendor Capability Ratings

Ease of Data Integration

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Ease of IT Administration

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support

Breadth of Features

Availability and Quality of Training