Drift Reviews in July 2026: User Ratings, Pros & Cons

Abysmal Customer Service

What do you like best? The software itself functions fairly well and while it is quite complex, it can be configured to drive results very effectively. What do you dislike? I manage more than six vendor relationships in my current role, and have managed many more in the past. But the customer support and service at Drift is simply the worst that I have ever encountered in the software business. The definition of the word "abysmal" is: immeasurably low or wretched. That is accurate to my ...

Know when your target accounts are researching you instead of the other way around

What do you like best? Etail was an enterprise solution that applies to a small part of our target market. Finding suspects and leads become significantly easier if they come to you and you can engage right away. What do you dislike? I'm not part of the marketing team so the time sales recommended changes to standard playbooks don't get implemented as timely as I would like, but this is an internal issue. Recommendations to others considering the product: Know in real time who is ...

Drift has improved conversions from previous Live Chat vendor

What do you like best? The main feature that we are enjoying since switching is the Chat Bot. It allows us to filter out some website visitors and have the Bot handle them. At first we had to work to improve this, as out of the box it was a little sloppy. For example, if someone said they were an existing customer, it would automatically send them a link to the Support Portal, which shouldn't necessarily be the case every time. But we worked with our Account Rep to remedy these items. Now, ...

Works pretty well; more careful vetting would be helpful

What do you like best? Drift makes it super easy to connect with site visitors who want to learn more about our products. Once they answer a few automated questions, Drift pings a member of our team who can chat with the prospect. What do you dislike? We get a lot of poorly qualified leads. This may have more to do with the logic our team uses, however, than with Drift itself. Recommendations to others considering the product: Take the time to really understand the product and how to set ...

Its a great tool for client acquisition.

What do you like best? The most helpful feature about Drift is having the ability to connect with prospects instantly. Instead of making cold calls, Drift makes it a lot easier to talk to the right prospect at the right time. This makes my job a lot easier. What do you dislike? At times when I'm away from the office, I get an email notification that I have a new chat on Drift. I don't know if it's possible to adjust the time's schedule on Drift. I would only like to be notified during my ...

Great experience overall

What do you like best? The visual builder is easy to use and the success managers help me strategize with quick response times and advice. What do you dislike? A little tough to track ROI but many marketing platforms are What problems are you solving with the product? What benefits have you realized? Streamlining qualified leads and targeting both top of the funnel through recommended content and bottom of the funnel talking to sales.

simple and efficient

What do you like best? knowing when someone opens my emails, being able to schedule a meeting in the emails I send, and be able to know who is visiting my page and from where is excellent to know how to distribute our product, live chat and being able to check old conversations is very useful to understand what happened with the customer or what he needs when the sales rep doesn't put it in our notes What do you dislike? the app is too basic, sometimes I'm out of the office but I still ...

We love Drift!

What do you like best? Drift has given us the ability to make our potential prospects experience much more positive from the get-go. We're able to catch them earlier in the buying process, but also be able to give resources, answer questions or generally point them in the right direction. What do you dislike? It's more robust than it looks! Learning how to make a proper playbook takes a little hand holding if you're not the most technically minded individual, but it's easy to get the ...

Outstanding chatbot automation

What do you like best? Everything about it was seamless. An oddly great buying experience. The actual software itself does what I need it to do. New features that are actually useful dropping all the time. Staffers who try their level best to add value to my day. It's all great. What do you dislike? Price. It's high! Can't help that though. They do NOT take a hands off approach, so staff costs money. Developers cost money. It's a full featured, well supported program. Recommendations to ...

Decent product, weak support, unethical billing

What do you like best? The app interface is highly performant and intuitive. What do you dislike? 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 ...