Drift

I love being able to be a person to people who inquire about our product. Talking to them in real-time is invaluable, and whenever I personally go to a website that is using Drift I'm grateful I can have answers immediately. Also, scheduling on my calendar, although that doesn't always work.

I am often fielding questions that are best for CS- such as "I forgot my password!" But also, many people ask for pricing, etc. and then will not get on a call. So sometimes I feel like I lose the ability to ask questions. Also, when I am visiting websites that use drift, I feel bombarded by the chatbots every time I go to a different page. Sometimes the calendar scheduling ignores when I am busy.

We are able to interact with clients at the moment of interest/

Feature I find most useful is the combination of the help center and the support bot. Together they help me deal with over half of all user requests and questions, without my intervention.

I wish the bot was more customisable as it sometimes gives links to incorrect articles. Also the iOS app could be less buggy and show me for example what browser a particular user is using.

Support chat and helping users use my product.

I love the intuitive platform - it's easy to click around in. I love the reporting feature - the insights are great and there's no work for us in building reports. I also love the ability for us to have a chat on our website - customers are loving it and so is my team.

We saw that the branch playbook design was in the knowledge base or there was an article about it, but we checked with support and they told us it wasn't available just yet. But, we're willing to wait. :)

End users can reach our team quickly and don't have to go searching around for us. It helps people feel more connected.

The amount of resources it provides to the user.

Some features are no longer available that may help us route conversations better to customer service, sales, etc.

Leveraging it mainly for preliminary sales qualifications for demos, support issues, and marketing.

Great design and easy for the team to keep on top of items!

When I first started, the UI was a bit unintuitive, but has greatly increased!

Support and KB

The fact that the information from a potential client transfers to all of my emails and syncs up with all of my calendars.

Nothing at this time. It is pretty straight forward and useful.

I highly recommend Drift to any one who has leads that are generated from an outside source. This program is very user friendly. The mobile is easy to use and not cluttered or confusing.

Drift is keeping me organized with the calendar sync function and the email reminders.

I enjoy the ease of use integrating with my website and the integration with slack. Definitely allows for future automation in customer relations.

I wish I could have the form for entering users personal details as a free feature. I don't like that their are some certain features that are not available in the basic package.

Very easy to use and communicate with your target audiences. I recommend connecting it to your existing slack account.

Creating a deeper relationship with users of my companies product is difficult, especially automating it.

That I can chat in real time with my prospects and escalate questions without having to set up a call if it is not worth either parties time.

The only thing that I dislike about it but I think is more of a learning curve situation is that the home screen is a little overwhelming

Lead generation and triaging request to the appropriate team members.

I love the ability to segment web visitors and funnel them properly. The ability to easily drop a calendar to schedule with Sales Reps. Also the routing feature is great for our Sales Operations

Haven't found anything as of yet that I don't like. One are of improvement would be to get a little more granular with the Meetings Reports.

Helping top funnel prospects navigate to the information that they are looking for. Also helping Client Success manage their level 1 support