Marg Drift

The actual software is very sophisticated and when implemented correctly could have a lot of value.

I began a contract with Drift back in May. What the system does is really incredible - IF they spend time to help you implement it. From the beginning, I had to be proactive in asking for their team's support over and over again (they'd rather send you to tutorials and make you do the hard work of figuring things out on your own time. This unfortunately is not conducive for me as a fellow small business owner in Boston who has limited time. You would think at such an expensive price point, they would have better implementation and care for their customers to ensure they make the most out of their investment. Between my busy schedule and their limited availability for training time - it took 3 months to get a playbook written and ready to go live. I was charged full price for the 3 months I didn't even use drift - and they didn't even have the courtesy to call me to check in on why implementation was slow and offer solutions for me. It then came down to me asking if they would apply my credits toward future months when I'd be operable (not a refund but application of credit to the future and a long term commitment thereafter and they refused saying they don't offer refunds for inactivity. In the end, it's important to know this company chose to make $700 in the short run and lose a customer altogether instead of working with that customer to find a solution for the long-haul. Finally - just go to Drift's website and look at the brands they claim to work with. Over half of them no longer use drift and use other providers. This company clearly suffers in the department of customer happiness and retention. I highly advise you give your business to another company that deserves it.

Not for small businesses. Unless you have the time, ambition and money to waste on getting Drift implemented - I'd recommend choosing another provider.

They need better business practices and to care more about cultivating long term relationships with their clients that are MUTUALLY beneficial.

I like the concept of the product, but so far I haven't experienced anything that I like about it's actual functionality.

Dishonest sales process that promised a dedicated customer success team member to assist with the integration and launch. Instead, it's impossible to reach an actual person and the only onboarding assistance is a series of automated emails that don't even come in a sequential order, each containing several random links to things that may or may not apply to your use case. Reaching support on their website is also impossible after the sales process is over. Chatting with the bot offered on their website brings you to a dead end offering completely irrelevant information. If they can't get it right on their own site, it shouldn't make you feel too comfortable in the product getting it right on your site. The scheduling functionality is a big selling point, but it only works with Google calendar or Office 365. We don't use either, so the functionality is completely lost.

Be prepared to implement 100% on your own with zero support. If you're not ready to take that on and know exactly what your plan is, don't bother.

Was looking to automate the chat process to help more website visitors without adding additional human resources. So far, we haven't realized that benefit and we're losing confidence after seeing that Drift can't get that right on their own website and don't offer the guidance promised in the sales process.

The app interface is highly performant and intuitive.

Drift told me explicitly, several times, that my Drift help articles would not be indexed by search engines. Then, as I'm leaving Drift, all of a sudden they are indexed. Apparently there is a huge disconnect between Drift's internal teams.

Update to review. Drift billed me for multiple months after I cancelled my account. And I've asked them multiple times in the past week to cancel my billing. It still shows billing active 1 seat. Wow. Just wow.

Drift doesn't understand SEO and mistreats its cancelling subscribers.

Help chat, knowledgebase, sales

I like their ads, landing page and messaging

Drift is messy and very limited. They don't allow to see what's inside. If you want then you have to pay. So we paid their monthly subscription just to view their admin dashboard and to see they don't provide what is advertised.

Check other alternatives.

We're Intercom user and were looking for an alternative. Drift advertised as the best alternative but it doesn't provide the advertised features. According to their pricing, you can send Sliders and Proactive Messages in Standard plan. But you can't. You have to subscribe to a higher plan because it requires premium Bot's features.

Reached their support and requested a refund after one hour of signing up Drift. They simply turned down my request.

Design on their website is really fancy and modern.

My user experience is really bad. As a new user, I wanted a free trial. There was an option for startups, I filled in a form, met all conditions. Received an email to activate my account (application approved, I clicked on it, set password. Then they asked for a card number, which I filled in (even with a wrong CVV intentionally, coz I didn't want to get charged during the free trial. Then suddenly I received an SMS that my account was charged 532 EUR... no kidding. I was like "WHAT?!" Sent a first message to support, the second one 4 hours later, the third one (email ticket the next day, ... no response. Really annoying. I need to file a dispute in my bank which takes time and energy. So annoying! Note for self: stay away from Drift next time.

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