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

Kristen E.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

Interact in realtime with potential prospects YES!

Likeliness to Recommend

10 /10

What differentiates Drift from other similar products?

Visibility into first and last names of potential prospects browsing and researching your product is valuable and allows you to connect with them in real-time meeting them where they are at and providing a chance to book a meeting with you fast and easy. I also love the tracking feature after I sent an email, I can see if they land on my website and what pages they looked at. Super impressive data sets to review and speak to what they care about.

What is your favorite aspect of this product?

Instant chat and book meeting features

What do you dislike most about this product?

The fact that there are sometimes so many flows and I would have liked to receive more insight into best practices.

What recommendations would you give to someone considering this product?

I think the cost is high for a small business but considering the cost to market and generate leads via other platforms, It may be relative.

Pros

Reliable
Helps Innovate
Continually Improving Product
Includes Product Enhancements

Alan D.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

Great features at a premium cost

Likeliness to Recommend

8 /10

What differentiates Drift from other similar products?

Drift was marketed and sold well to our organization. There was a quick, 30-day implementation and setup went well for a vendor of their size. Overall lots of customer support and onboarding with periodic checks for success and plenty of communication on new features, customer webinars, etc.

What is your favorite aspect of this product?

The cohesiveness of the chatbot features were easy to tie into our Salesforce instance as well as Hubspot which make up our marketing stack. That plus the support helped us get started on the right path.

What do you dislike most about this product?

Unfortunately, we are not renewing with Drift due to some new pricing structures that "right sized" our account to a tier that is much more than we are paying today. While we really enjoy the platform, we will migrate over to Hubspot which we're already using for email marketing to drive cost savings as a result of this change.

What recommendations would you give to someone considering this product?

Drift is a solid vendor if your use case requires a lot of customized conversational flows, support team involvement to support customer tickets and sales - if you're looking to get started try their free trial first to see what the experience feels like to administer. There are other, low-cost vendors that lack many of the advanced features to leverage if you're just getting started, but would recommend considering Drift if you're looking to centralize across multiple teams for one unified vendor experience.

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

Kristen E.

Interact in realtime with potential prospects YES!

Likeliness to Recommend

Pros

Alan D.

Great features at a premium cost

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

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Breadth of Features

Availability and Quality of Training