Reviews

Drift  review – communicate with your leads

Drift  review – communicate with your leads
Drift  review – communicate with your leads

Today we check how Drift can boost your business. So what is Drift? It is a live chat and marketing automation app which can help you track your visitors and connect with them through a chat window or e-mail messages.

Video review

FREE VERSION FOR 1-PERSON BUSINESSES

Drift is one of the very few marketing automation software to offer a free version for individuals running their own businesses. This is quite useful in case you want to test the product for a longer time before you pay a hefty price of at least $60 monthly per one operator for premium functions like automated messaging.

Drift pricing

Drift pricing

LIMITED INTEGRATIONS BUT GREAT SLACK CONNECTIVITY

The installation is smooth and easy, you just copy the code to the body of your website and you’re ready to go. It also connects to some of the most popular platforms like WordPress or Shopify as well as with Slack, so you can actually respond your visitors using your daily team communicator.

However, the number of integrations is quite limited so if you’re using other e-commerce platforms like Presta Shop or BigCommerce the integration might only be possible using Zapier service. Also, we found the software buggy when connected to our picksaas platform. You can also find the best software to integrate with the platform you already use at picksaas.com.

Drift & Slack integration

Drift & Slack integration

LEAD CAPTURING

But how does Drift work and how it can help your business in capturing customers? Let’s start with the simplest chat functionality. As soon as your visitor visits your website, Drift will identify them and mark as leads if they are interested in your product. What is more, Drift will attempt to capture the information about your lead, like e-mail address, even when you’re not available to talk. It can help you manage multiple customer requests just like ticketing systems do as you can mark particular conversations as open/closed.

Drift lead capturing tool

Drift lead capturing tool

It then converts the collected data into lead’s profile, so you can access anytime the contact details of potential customer like their chat and browsing history. Basing on this, you can then set the campaigns targeting particular groups of your visitors through chat conversations or e-mail messages.

This gives you a huge opportunity to automate and personalize your marketing activities, so e.g. you can set notifications about new features or new product available at your e-commerce store as soon as your known customer visits your website or send him an e-mail if he hasn’t been at your website for some time.

Also, in the more advanced Team plan, you can set desktop or mobile notifications as soon as a particular customer enters your website, so if you know one of your contacts might be interested in the purchase, you will get notified if he’s looking at your product so that you can react and close the deal through the chat.

LEADBOT — AI SUPPORT FOR YOUR TEAM

In the Team plan, starting at $300 per month (what?!), you also get a Lead Bot functionality, which lets you set up the automated bot asking or answering your customer’s particular questions 24/7 and qualifying leads for you to be contacted later. This like Dave — the Drift’s CMO indicates in his Blog Post might truly replace your static contact form and be the future of your customer service as AI is becoming more and more popular among numerous enterprises.

Drift live chat

Drift live chat

BUILDING A TRUE CONNECTION BETWEEN YOUR TEAM AND VISITORS

A really awesome thing about Drift is that it makes your team look real and accessible. All of your team members can set up their personal profiles, including their bio, Facebook or Twitter page, so it is not an anonymous conversation, anymore as your customers can definitely feel like they are talking to the real person who cares about solving their problems.

What is even better, you can connect the Google or Office calendar to your team member’s profile, which gives you the function to book a personal chat or Skype conversation with the company’s representative. This is definitely something unique and you will not find such a scheduling system implemented in other solutions.

Drift sales

Drift sales

WELL-DESIGNED AND EASY TO USE BUT WITH LIMITED VISUAL CUSTOMIZATION

Drift’s platform is easy to use and is very well designed. All the interface’s and chat window’s elements look neat and professional but you can customize only its very basic components like colors.

The reports give you a rather overall view of your statistics so do not expect deep insight into chats’ performance. Drift also provides really well-looking mobile applications for iOS and Android so you won’t have any problems reaching out to customers while on the go.

The downside of Drift might be that at least in our case, we found the contact with customer support very slow and quite unproductive and our conversations have been forwarded back and forth a few times before we had our questions answered.

Drift customer support

Drift customer support

Drift — Can It Help Your Business And Is It Worth It?

To sum up, Drift is a powerful customer messaging platform which gives you endless opportunities to improve the connection between you, your loyal customers and the ones who are on your website for the first time.

With Drift, your website will definitely gain credibility and this feeling of connection with your employees. All of this gives a fantastic chance to increase the conversions and sales of your business.

On the other hand, there are a few downsides of using Drift’s solution. It is a quite fresh software so you might encounter some bugs from time to time and it turns out to be very expensive if you want to use it in larger teams. If you feel it’s too expensive for your budget you can try out Drift’s alternative — UserEngage which we have Reviewed two weeks ago.

Drift features

Drift features


Matt Pliszka

CRM Consultant

Pipedrive Expert Partner

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Matt Pliszka I'm a CRM Consultant @ pickSaaS, previously worked in consulting (EY, JP Weber) & IT (LiveChat, RST). I help businesses manage and integrate their CRM processes, including data structuring/analytics, mailing integration, lead distribution, and identification. In my free time, I enjoy riding my longboard, playing squash and reading biography books. Articles of this author: 40

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