Salesloft

Drift

Composite Score

7.9 /10

CX Score

7.9 /10

34 Reviews Write a Review

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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 Jan 2022

Strong product but competitors are catching up

Likeliness to Recommend

8 /10

What differentiates Drift from other similar products?

It is an extraordinary resource to give customers a way to communicate with us through our websites. It is straightforward to implement, configure and start having a live chat within our websites. Drift is an excellent help for sales management and customer support.

What is your favorite aspect of this product?

Drift is a chatbot tool that helps you communicate with customers in real-time on your website.

What do you dislike most about this product?

There is a maturity to this platform that we have found is missing. Our CRM connection repeatedly breaks, and we are not alerted to it unless it is part of a larger outage. We have also had issues with routing being disconnected. It seems like when the platform as a whole is updated it tends to break old settings along the way. This leads to a ton of manual work on the marketing ops side. There is currently no ability to implement tracking scripts that communicate with other marketing platforms (LinkedIn campaign manager, for example).

What recommendations would you give to someone considering this product?

Truly understand if you have the website traffic to support a chatbot. Also make sure you understand the quality of that traffic as well.

Pros

Inspires Innovation
Friendly Negotiation
Security Protects
Reliable

Cons

Vendor's Interest First
Less Caring
Wastes Time

Josh K.

Role: C-Level
Industry: Communications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2022

24/7 leads and long-term impact = more than chat!

Likeliness to Recommend

9 /10

What differentiates Drift from other similar products?

It's live chat on steroids. In fact, the least used feature we use is the chat. The ability to route users to the right answers and keep them engaged is slick. It's seamless to book a meeting or capture an email. Other platforms offer automation and triggering features, but they are not as advanced.

What is your favorite aspect of this product?

Smart targeting and a great workflow builder that makes it easy to get granular and make changes on the fly.

What do you dislike most about this product?

The app is really useful for monitoring and responding to website chat on mobile, but to make changes to playbooks (workflows) you still have to hop to the website.

What recommendations would you give to someone considering this product?

Drift works best when you have, a) the 10+ hours dedicated to getting a few basic playbooks setup and working well, and someone to own its wider implementation afterwards b) thousands of monthly visitors to your site already with different levels of intent c) a clear conversion path and existing content / offers to incorporate.

Pros

Performance Enhancing
Helps Innovate
Continually Improving Product
Reliable

Claudia S.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

Excellent platform for customer service management

Likeliness to Recommend

9 /10

What differentiates Drift from other similar products?

The ease with the integration with other CRM's, the prompt response of the advisors with the doubts and the easy handling of the tool

What is your favorite aspect of this product?

The easy management and that it is very easy to learn to use it

What do you dislike most about this product?

That it does not have dark mode and that they do not have advisors who speak Spanish as well as all the support articles are in English

What recommendations would you give to someone considering this product?

That to receive advice on questions or queries you must have a person who understands and speaks English perfectly and who knows how to handle the management of the platform from the IT point of view

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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.

Strong product but competitors are catching up

Likeliness to Recommend

Pros

Cons

Josh K.

24/7 leads and long-term impact = more than chat!

Likeliness to Recommend

Pros

Claudia S.

Excellent platform for customer service management

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