# Page 2 | Drift Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Drift the right Live Chat solution for you? Explore 199 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/227417/Drift/reviews --- Drift 4.5 (199) [View alternatives](https://www.capterra.com/p/227417/Drift/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 2 - Reviews of Drift ## Showing most helpful reviews Showing 26-50 of 199 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JG Joseph G. Demand Generation Marketer Computer Software Used the software for: 6-12 months ### "Good for chat but saw diminishing returns" April 26, 2023 3.0 Our overall experience with Drift was fine. The technology, implementation, and support worked ok. We just couldn't justify renewing with them after the results began to diminish. Pros Drift initially provided our team a great way to generate leads via our website chat. The volume was high and we saw that offering to book a demo via chat captured some leads that otherwise might not have asked for a demo. This worked very well for our team and provided great results. Cons After a while, our visitors stopped interacting with the Drift chat. We weren't able to prioritize the hottest prospects or really have enough data to know what our visitors were doing or who to chat with. We started to book fewer demos via Drift. Drift didn't offer the deep data analytics or ABM data that other vendors offered. So there wasn't enough functionality to keep us on board. Review Source VL Valentina L. Marketing Manager Hospital & Health Care Used the software for: 1-2 years ### "A Great Tool that Makes Marketing Effective" April 10, 2024 5.0 Pros I like the effectiveness of the features of Drift. Drift has been reliable and easy to use. Cons I see no challenges when using Drift. Drift is sensational. Review Source Darien C. Associate Pastor Religious Institutions Used the software for: 6-12 months ### "Drift is a high quality chat platform with a significant load time" March 2, 2021 4.0 Drift has a lot of great features, and although it can be confusing at first, it is well worth the effort. My only complaint (and the only reason I wouldn't use it at this time) would be the significant increase in load time on my websites, which caused me to look elsewhere for a better solution. Pros I inherited drift from my predecessor, and immediately found it to be a very powerful and useful platform. It offered simple chat solutions, sent follow-up emails to people who didn't see your chat automatically, and provided numerous other useful features. It had a simple chat window that caught people's attention and generated chats, all of which we found very useful for our needs Cons Drift has a couple key problems - one being the overly simplistic and confusing backend UI. For users, there were just so many options on the admin side of things, and using it, I immediately felt lost and confused. This likely would have been different if I'd been part of the team that set it up, but starting to use the platform required quite a learning curve to customize it to our needs. Perhaps more significantly, I used Drift for a period of time while updating my companies website - and upon switching to Wordpress and using Drift, I started to notice a significant increase in load time - with lighthouse & gtmetrix revealing a significant load time (I believe it was over 1.3 seconds of load time) caused by Drift's code. Needless to say, load time is key in website conversions, so I switched away from the platform pretty quick after that. Review Source Response from Drift March 8, 2021 Darien, Thanks very much for taking the time to share your experience with us. This feedback is really important to ensuring we can improve for our customers. I'd love the opportunity to introduce you to our produce team if you'd be open to chatting more. Feel free to contact me directly at jhogan@drift.com. All the best, Julie Hogan, VP - Customer Experience KF Katie F. Digital Content Developer Mechanical or Industrial Engineering Used the software for: 6-12 months ### "Drift - Robust Chatbot That May Not Be Worth the Hassle" May 6, 2019 4.0 We have very complex products that require a great deal of one-on-one dealing with our salespeople. In other words - they're not simple products like a t-shirt, but are highly-engineered with extremely specific specs. With this in mind, we use our chatbot as a way to funnel people to get in touch with us based on what they need: service, parts, repair, equipment quotes. It works super well and has cut down on the frustration of not knowing where to go on the website. It provides them an immediate way to reach out. Pros Drift is a robust, clean platform that is relatively simple to work. The caveat to that is that you have to get the hang of it first! The previous chat builder was tough to work with - not very intuitive and lots of scrolling up and down, back and forth (think vertical, with everything jumbled together). They've just introduced a new version that is easier to work with, but still complex. When implemented on the website, it looks clean. You can also modify your icon, which is a fun and creative aspect. The "playbook" you build can also be as simple or complex as you want - due to the complex nature of our products, we use ours as more of a "reach out to us, we can help" chatbot. But you can go much, much further. Cons The main thing I dislike about Drift isn't actually the platform - it's the onboarding process. The onboarding process at Drift is a bit aggressive. The onboarding teams have a very set mindset in what will make Drift work for you - no matter what your business is, or how many times you let them know your business' unique needs. They are almost 100% focused on getting live chat involved, which at the start isn't always the best option. I'd recommend that they start listening more closely to their clients, rather than bopping them over the head with their "this will be best for you" mindset. Review Source VR Verified Reviewer Head of sales Northern Europe Computer Software Used the software for: 1-2 years ### "A solid component in your marketing automation strategy " May 30, 2022 4.0 Overall, I think it's a great tool Pros I really loved how super easy Drift is to both implement and use as chatbot tool (that does way more than that) we've rolled it out for our SDRs to be able to capture leads and respond to any presales questions quickly. and the integration with Hubspot and salesforce makes it really easy to not only capture but also to personalise our response as a part of our overall marketing automation strategy. Cons \- it's not cheap - the stage that you'd be importing the lead into Sales Cloud (SFDC CRM) can be tricky as the definition of stages aren't really aligned. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Review Source Response from Drift June 10, 2022 Hi, thanks for taking the time to review your experience with Drift and sharing your feedback on how we can improve our lead importing! - Sarah Haberman, Senior Customer Marketing Manager Cameron L. Chief Used the software for: Less than 6 months ### "I had high hopes but was disappointed by " April 19, 2018 2.0 Pros Overall the concept of this platform is great and I had high hopes because of all the good reviews. The bot got more engagement than a just a basic chat box I had before that. Having the ability to use other popups etc was good too but pretty limited flexibility around the design of those. Cons I think some things may have changed since all the positive reviews regarding the software. I think this happens sometimes when companies go into growth mode. The support wasn't good, they tried but seemed too busy, often didn't take the time to read the detailed steps to reproduce I included in all my support tickets. Before anything was actioned we had to bounce a bunch of emails back and forth answering questions with info I already included in my original tickets which meant days past before we even started to get some actual help. Then often the problems were just bugs with their platform. There seemed to be quite a few things that just didn't work as described. Seems quite expensive compared to something like Intercom that has a much broader feature set. I'm a Solo founder though with a niche platform, so pricing won't be an issue if you are a bigger business I suppose. Also just a tip, they have a 30 day notice period and no trial so if you don't like it within the first month you'll still need to pay for a full two months of the software so make sure you budget for that. I didn't. My fault for not reading the terms. Even when they break the news to you that you'll be charged another amount for something you don't want to use. At least they still end their emails by saying "have a fantastic day" even when breaking bad news. I'll try! Review Source VR Verified Reviewer Sales Marketing and Advertising Used the software for: 2+ years ### "The best chat AI." September 10, 2020 5.0 Using this for sales as well as support automation, and it's paid off well and works with our sites. Pros The driftbots and playbooks (how their AI, automation is done). We have used this to automate sales workflows and schedule meetings and save time. Cons I have no complaints that wouldn't be something out of my control - some of the rules I've set up in boys seem to be a bit too picky when leads respond with anything besides a picklist item. Alternatives considered [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Drift They had the best overall support and pre sale experience, and their bots seemed best. Review Source Response from Drift September 24, 2020 Hi there, Wow. Thank you so much, for all of this. We're thrilled to hear you're happy with your platform experience, as well as your experience with us both in pre sales and support . Please reach out if there's anything else we can do to help or support you. All the best, Julie Hogan, VP - Customer Experience GM Georgi M. Demand Generation Manager Computer Software Used the software for: 2+ years ### "Chatbots and Livechat capabilities that will transform the way to use your website" January 9, 2023 5.0 Phenomenal value from day 1, very user friendly and great for adoption. Pros Incredibly easy to setup, implement and actually start having conversations on your website. Very user friendly UI and bot building + super easy to train users on the platform. Cons Some of the ABM functionality and audience building is a bit unintuitive and hidden in parts of the platform that you wouldn't think to look. Alternatives considered [Qualified](https://www.capterra.com/p/184296/Qualified/) Reason for choosing Drift Could not integrate with HubSpot CRM Review Source Response from Drift January 23, 2023 Hey Georgi! I'm pumped to see you're enjoying and having success with using Drift. I'd love to hear more about the ABM and audience building functions that aren't easy to find. This feedback is important to our product team for improvement. You can email me at jmorgan@drift.com VR Verified Reviewer Owner Internet Used the software for: 2+ years ### "Live Chat Platform that suits my needs." July 14, 2022 5.0 There has been a lot of platform development in recent years. Newer look and better android app for example. I remember when the Drift android app had quite a lot of bugs, but now many have been fixed. I am confident in future development and still choose Drift as my primary choice of Live Chat Platform. Pros Live chat and Playbook work well, and widgets are easy to install. Cons There are no problems with functionality, but in my opinion, the customization options are still not enough. I would like more widget customization options, such as the ability to add a background image to the Live Chat widget. Review Source Response from Drift July 22, 2022 Thank you for the feedback! Love that you're having a positive experience using Drift. I would highly recommend reaching out to your CSM about more customization options so that they can relay this information to the product team. Lokeshkumar D. CEO Marketing and Advertising Used the software for: 6-12 months ### "My favourite auto marketing platform " February 18, 2023 4.0 Businesses should use Drift to personalise customer service when solving problems. Companies should evaluate their customer discussions and use the Conversation Cloud to contact the appropriate customers at the right time. Drift analytics should also be used to assess customer service initiatives. Businesses may maximise customer service and Drift value by doing so. Pros Best auto marketing platform for meI use Drift's AI-powered Conversation Cloud to simplify customer experience personalisation. With it, I can increase lead conversion by sending dialogues to the right client at the right time and with the right message using AI. I also get access to solid analytics capabilities to measure and track customer service initiatives. Cons The primary downside of using Drift is its cost. While the platform does offer a free trial and a few different pricing plans, the cost of using the full-featured version of Drift can be prohibitive for some businesses. Also, companies may find that some of the features offered by Drift are not necessary for their customer service needs. Review Source DB Dalton B. Program Sales Manager Computer Software Used the software for: 1-2 years ### "Simple setup, solid results" June 18, 2020 4.0 Very satisfied with the manner in which we use it. I haven't spent much time exploring additional capabilities and advanced features, but I am eager to do so in the near future. Pros It was easy to setup, and easy to understand with limited knowledge of this type of product. The product will scale with you, meaning, if you are knowledgable about all features, then they are there for you. If you're just looking for a site lead service, it does that really well also, without being overwhelming. Cons The other features aren't explained well, and not sure where to look if I wanted them explained. The image that can be placed with the pop-up message is very limited in customization. For example, it cuts the top of the picture off and there's very limited functionality associated with editing it further. Reason for choosing Drift N/A Switched from [Wufoo](https://www.capterra.com/p/224990/Wufoo/) The switch was made by somebody other than me. From what I can understand, it was made because of cost and user experience. Review Source Response from Drift June 23, 2020 Hi Dalton, Thanks so much for taking the time to share your feedback with us. Your feedback on feature explanation is something we 100% agree with, and an area we are working on improving. Appreciate you calling it out. Please let us know how else we can be helpful to you. All the best - Julie Hogan, VP Customer Experience Ezra S. co founder Religious Institutions Used the software for: 2+ years ### "My leads increased" July 28, 2019 5.0 Overall, drift has ben able to get way for leads and conversions. This does create a huge impact in growing our organization alot more. Pros I like that i can access new conversations not only form my desktop but smartphones so i can communicate a much a possible with website visitors. And also the option for someone to put in the email and name without asking Cons I do not like that the free version is limited as it pertains to automated messages. I guess thats similar for other chat apps. Reason for choosing Drift i like the option of adding in a photo, name and the pop up message makes it look personal. So people reply as if it a real person that sent them the initial message drift automatically sends. Review Source OM Olivier M. VP sales Information Technology and Services Used the software for: Less than 6 months ### "Not a good way to do business" November 18, 2019 1.0 Just an awful approach to customer service and the worse experience with a vendor after 15 years in IT. We have lost a couple of months because of them, and we are now going with another solution, which is 7x cheaper plus delivers most of the features, if not the fanciest ones. Pros The advanced features are interesting but they lack some of the basics Cons The main issue is not the software, but the way drift does business. I am taking the time to write this review because there should be consequences to a firm reputation when they are misleading people. 1. Drift refused any free trial and only accepted to provide a tech demo where we were told everything would be fine 2. After sign up, we got ZERO access to the implementation team, which service was included in the price, and support did not answer emails, refused to do anything but chat, could not provide any clear tech guidance. Really poor. 3. We were overcharged and had to send emails all over the organization to get that point resolved after weeks. I got other things to do. 4. During the implementation, it turned out that the critical feature we had been told was included (routing).... was only available if we agreed to pay 3x more than the cost we had been quoted. And Drift is expensive in the first place when compared to pretty much any other chat solution. 5. So after losing a month+ in the process, Drift accepted to cancel the subscription BUT still charged us and refused to refund the initial month 6. We are talking about small money here (1k or something), and Drift can keep the change if their team feels they need to. Reason for choosing Drift Good marketing... until we realized it was all empty promises. Review Source VR Verified Reviewer Team Lead Computer Software Used the software for: 1-2 years ### "Best Live Chat Software On the Market" October 19, 2019 5.0 Drift is a great product that generates a lot of website leads for our business which more than pays for itself. Pros Drift is an amazing tool that helps you communicate directly and seamlessly with your website visitors. It tracks a lot of information about any given person on your site so you can understand who they are before you even have a conversation with them. It also makes it easy to schedule meetings which automatically flow to your calendar. Cons Sometimes Drift can be too automated and frustrate people on your website who are trying to obtain quick answers to questions and wish to speak to a human. Switched from [Olark](https://www.capterra.com/p/125957/Olark/) Drift gave us a great price! Review Source Aaron J R. Digital Projects Manager Used the software for: 1-2 years ### "Great way to add essential chat functionality to your website" December 11, 2017 5.0 Great way to provide value to visitors and be able to clearly communicate. Pros Drift is an easy way to bring chat to your site - especially when people are less and less willing to browse your site for answers and don't trust you'll ever respond to your "contact us" form. We've enjoyed using Drift and really like how seamlessly it integrates in with HubSpot. Cons The only complaint I have about drift is some of the functionality that's behind a paywall. I understand they need to make money, but some functionality that seems like a basic requirement to me is behind a paywall and eliminates itself from the conversation of some smaller businesses that don't always have someone able to answer immediately at all times. That being said, even Drift's paywall is easily justifiable for the benefit it provides. Review Source VR Verified Reviewer Demand Generation Manager Legal Services Used the software for: 1-2 years ### "Good Conversational Marketing Tool" October 15, 2020 4.0 Whether it's worth paying for tool like this will depend on how engaged your audience is and how big your traffic volumes are. We felt that for us the tool was not worth the money. There are much cheaper alternatives on the market if you're just looking for customer support tools. Pros Lots of features that are likely to appear to enterprise B2B companies like lead routing, instant meetings booker, help centre article look up. Cons Had issues with bugs in various areas several times and had to contact support and wait till they were resolved. Not very straightforward how to configure the tool in the best way and debug playbooks. Documentation could be better. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Drift feature set is more tailored to B2B marketing. Review Source Response from Drift October 20, 2020 Hi there, Thanks so much for sharing this with us, I'm sorry you had difficulty getting your issues resolved, and the documentation wasn't super helpful either. Appreciate you letting us know. If there's anything else you want to connect about feel free to reach out to me directly at jhogan@drift.com All the best, Julie Hogan, VP - Customer Experience Yann I. Consultant Online Media Used the software for: 1-2 years ### "A solid suite of digital tools all on one platform" May 7, 2021 5.0 Pros The thing about Drift that I like the most is, without a doubt, its chatbot creation feature. There are plenty of chatbot platforms and apps out there, but what makes Drift stand out its the ability it gives you to provide website visitors with a tailored experience, answers to their questions and solutions to their needs...all on autopilot! You put in the work once – to create the chatbot – and then, you can let the platform work its magic and help you increase website visitor engagement and other KPIs in your business. Cons If you're planning to put together a quite robust and sophisticated chatbot, you'll need to carve out some time. While this is to be expect, I sometimes feel that one can feel a bit overwhelmed in the chatbot creation process... Review Source Response from Drift July 16, 2021 Hi Yann, thanks for your review! We're glad to see that you've used Drift to successfully create a tailored experience for your website visitors and we're excited to see your continued success in the future! - Sarah Haberman, Senior Customer Advocacy Manager JD John D. Software Developer Research Used the software for: 1-2 years ### "Drift Has Brilliant and Reliable features" April 1, 2024 5.0 Pros With Drift, we are able to enjoy efficiency. The capabilities of Drift are excellent. Cons Drift has been so reliable since day one. No dislikes with Drift. Review Source VR Verified Reviewer Sr Manager, Digital Demand Information Technology and Services Used the software for: 1-2 years ### "Powerful Tool but needs care and feeding" January 26, 2021 4.0 We have booked meetings via Drift bot. We in marketing see the value for sure and will continue to use features and functionality as a part of our demand gen and ABM efforst. Pros I love the ability to set up multiple chat bots/playbooks based on use cases. The ability to engage with a target account real time is invaluable. So we're trying to keep it simple, yet also set up playbooks specific to our campaign objectives and quarterly themes but the up keep has proven to be challenging. The option to also use converstional pages is awesome and integrating those into ABM programs has been exciting. Cons A lot of up keep required in the tool to keep it up to date and effective. Also need to train and remind sales teams often to close conversations and manage their bots. Drafting the right copy that will capture attention and encourage engagement has been hard so constantly testing and updating copy to improve bot performance Review Source Response from Drift February 2, 2021 Thanks very much for sharing your experience. If interested, we have a program where we support the ongoing optimization of your playbooks. Happy to chat directly! - jhogan@drift.com All the best, Julie Hogan, VP - Customer Experience Priyanka T. Customer Success Manager Information Technology and Services Used the software for: 2+ years ### "Playbooks are WOW!" December 27, 2018 4.0 We got some kick-ass leads using Drift. Will keep using the tool forever. Pros I have been using Drift for more than 2 years and there is nothing I don't love about this product but I am here to talk about Playbooks today. It's amazing how you can set up custom messages to the web page visitors knowing their intent as per the content of this website. Great work! Cons None so far but while writing this review I realized that when I chat with my drift visitors while I type the Grammarly auto-correction does not work. It will show the error but it won't auto-correct. Review Source VR Verified Reviewer Mark Ops Specialist Computer Software Used the software for: 6-12 months ### "Great communication interaction with prospects" May 8, 2021 4.0 Extremely pleased. I'll admit that as an admin onboarding this software, it takes sometime to get familiar with the new set up of chatboxes and playbooks. Overall though, it proves to bring results to our team. Pros The simplicity of scheduling phone calls. Drift also makes the chat's very personalized and fun to interact with. That feelings gives our prospects and sense of comfort when they visit our site. Cons There are a few bugs such as syncing issues with our crm, or syncing issues with BDR calendars. The majority of the time, the internal team is able to fix these issues. But there have been some cases not as urgent that I've had to put aside for now. Review Source Response from Drift July 16, 2021 Hi there, We're so glad to hear that your website visitors feel a sense of comfort when they visit your site! That's the experience we strive for. Thanks for providing some feedback, as well - we'll make sure it gets in the right hands. - Sarah Haberman, Senior Customer Advocacy Manager GS Guru S. Co-Founder Computer Software Used the software for: 6-12 months ### "Best Realtime communication chat tool" November 11, 2019 5.0 We really had good opinion on drift and we're happy to serve our customers realtime with the help of drift chat widget and qualify the leads instantly. Pros We love the way how Drift chat helps our customers to get in touch instantly within our product. When customers get into issue or questions to be answered, they don't have to wait for email support, all the questions can be answered instantly within the chat. Additionally, it's easy for our teams to use mobile app to instantly attend customer chat from anywhere. We usually get lot of questions and leads from landing page and drift helped us to automate leads and push into our CRM systems. Integrating the chat widget within the application is also easy and simple. Cons The web app ( dashboard ) is too slow to load initially but the chat is super fast and reliable. I wish they had android sdk to initiate conversation within the application. Alternatives considered [Zoho SalesIQ](https://www.capterra.com/p/168135/Zoho-SalesIQ/)[Freshchat](https://www.capterra.com/p/158117/Freshchat/) Reason for choosing Drift Drift was easy to configure and user interface is pretty good comparing other options. Interms or pricing, drift is quite cheaper and affordable. Review Source EÁ Eduardo Á. CMO Founder Automotive Used the software for: 6-12 months ### "Gran opción " November 14, 2022 5.0 Pros La versión gratuita es muy completa y puedes ir evolucionando a la versión de pago si lo necesitas. Fácil de instalar los widgets Cons No tengo nada malo que decir, me gustaría tener más información para formarme pero lo suplen con un gran soporte directo Review Source Response from Drift November 28, 2022 Hi Eduardo! Thank you for leaving a review! It's great to see that the free version is working well for you and that the widgets have been easy to work with and install. Please let us know if we can ever help with anything Drift related. --Joshua Morgan: Customer Advocacy @ Drift VR Verified Reviewer Customer Development Representative Financial Services Used the software for: 1-2 years ### "Awesome chatbot for engaging with potential customers" February 7, 2020 5.0 Overall, drift allows a simple and personable way to interact with potential customers that visit our website. Pros Super personable way to prospect and direct website visitors to pages. Drift saves a lot of time for the sales team while also providing a great experience for customers and potential customers. Cons It may take a little bit of time to set up the chat bots if your site has multiple pages. However, the drift team is excellent in providing support through this. Review Source Response from Drift February 13, 2020 Thank you for this. I'm glad to hear you've found Drift personable and it's saving you time! Please let us know how we can be helpful to you this year! All the best- Julie Hogan, VP Customer Experience Andrey R. Managing Director Sporting Goods Used the software for: 1-2 years ### "A modern way to connect with your customers" September 30, 2018 5.0 I still use Drift and will do further. Pros I implemented Drift in my website. The reason is not just I want to connect with my customers. but to show them that behind that e-commerce store there is a real person. Nowadays, people loves connecting by others by typing what they need or what questions they have. I use Drift app on my smartphone so I can answer fast to my customers. Cons My suggestion is to offer an option to choice louder or another sound notification when there is a user on the other side. Very often I can't hear that someone has just sent me a question. And then I miss the opportunity to answer. Review Source Similar Products Featured