Avis sur Drift : avantages, inconvénients, fonctionnalités et tarifs
Drift améliore l’engagement client en temps réel et donne un avantage à votre équipe d’expérience client en permettant des conversations personnalisées rapides qui génèrent de meilleurs résultats.
Nous évaluons les outils indépendamment ; les commissions aident à financer nos tests. Consultez notre politique de transparence et notre méthodologie.
Drift is a customer engagement software built for revenue teams that need to convert website visitors into pipeline through real-time, AI-powered conversations. I'd consider it over Intercom if your priority is sales engagement rather than support—Drift's buyer intent signals and account-based targeting give sales teams more control over who they engage and when.
Drift Evaluation Summary
4.4/5
- Pricing upon request
- Free demo available
Pourquoi faire confiance à nos recommandations de logiciels
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Industry experts
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Years
Notre équipe teste et évalue des logiciels depuis 2012. En tant que leaders CX nous-mêmes, nous savons à quel point il est difficile — et important — de choisir le bon logiciel.
Pour ce guide, nous avons évalué les outils grâce à des tests pratiques et une recherche indépendante, en notant les outils selon nos critères de sélection.
Nos avis reflètent notre jugement éditorial humain, et non un argumentaire de vente.
Gui DrusinaCreative Director
Tim FisherVP of AI
Drift Overview
From my perspective, Drift serves as a solid choice for those seeking a reliable conversational marketing platform. It shines with its core and standout features, offering intuitive chat functionalities and effective automation. However, onboarding and customer support could be more streamlined. For teams prioritizing immediate chat capabilities and integration with existing tools, Drift is worth considering. While it competes well against other chat software providers, some might find its learning curve slightly steeper initially. If your team values robust live chat interactions and customizable features, Drift can be a valuable addition to your customer service toolkit.
Pros
- You can engage customers and site visitors in real-time with Drift's live chat feature.
- Drift's chatbot helps you automate responses and save your team time.
- Your sales team can use Drift to personalize outreach and increase conversion rates throughout the sales process, streamlining the workflow.
Cons
- You might find the learning curve steep when first using Drift.
- Your team could face challenges with customization limitations.
- You may experience occasional issues with Drift's notifications system.
Is Drift Right For Your Needs?
Who Would be a Good Fit for Drift?
Drift is ideal for B2B companies, especially those in the SaaS sector and enterprise sales teams. If your team focuses on real-time customer engagement, lead qualification, and meeting bookings, Drift's features like live chat, AI chatbots, A/B testing playbooks and conversational landing pages will serve you well. Its integration with CRM tools like Salesforce and HubSpot makes it invaluable for sales and marketing teams aiming to improve lead generation and customer support.
- B2B Sales TeamsDrift's AI chatbots and live chat features help your sales team qualify leads in real-time, ensuring they're talking to the right prospects.
- SaaS CompaniesWith Drift's CRM integrations and marketing automation capabilities, you can streamline customer interactions, making it easier to manage and convert leads in your SaaS business.
- Marketing DepartmentsDrift's conversational landing pages allow your marketing team to engage website visitors instantly, enhancing the quality of your interactions, improving conversion rates and customer experience.
- Customer Support TeamsThe analytics tools in Drift help your support team monitor interactions and improve service quality, leading to better customer satisfaction. These insights contribute to process optimization and enhanced team performance.
- Enterprise TeamsFor large enterprises, Drift's lead routing and targeting features ensure that your team efficiently manages high volumes of customer inquiries.
- Startups Focused on GrowthIf you're a startup, Drift's flexibility in pricing and feature set can adapt to your growing needs, helping you scale customer interactions effectively while improving team workflow through built-in marketing automation.
Who Would be a Bad Fit for Drift?
Drift might not suit small businesses with limited budgets since its pricing can be high for companies with minimal customer service needs. Businesses in industries that require extensive phone support may find Drift lacking, as it focuses more on chat and email interactions. Teams that need complex ticketing systems might find Drift's functionalities too basic, as it primarily excels in live chat and conversational marketing as a digital communication provider.
- Small StartupsDrift's costs can be prohibitive for startups with tight budgets.
- Phone-Centric Support TeamsIf your team relies heavily on phone support, Drift's focus on chat may not meet your needs.
- Complex Ticketing NeedsCompanies that require intricate ticketing systems might find Drift too simplistic.
- Industries with Low Digital EngagementBusinesses in sectors with minimal online customer interactions might not benefit from Drift's chat features.
- Non-Digital RetailBrick-and-mortar stores with little online presence may not find Drift's digital tools useful.
- Budget-Conscious NGOsNon-profits with limited funding could find Drift's pricing out of reach.
Core Features
Live Chat: Drift offers real-time chat capabilities that let your team engage with website visitors instantly, increasing lead conversion. You can customize chat windows to match your brand and provide personalized experiences.
Email Sequencing: You can automate follow-up emails, allowing you to nurture leads without manual intervention. This feature helps maintain consistent contact with prospects.
Conversational AI: Drift's AI assists you by automating responses to common queries, freeing up time for your team. It learns from interactions to improve over time.
Lead Routing: Automatically direct leads to the right sales reps based on predefined criteria, ensuring efficient follow-up. This keeps your sales process smooth and organized.
Meeting Scheduler: Drift's scheduler allows prospects to book meetings directly through chat, reducing back-and-forth emails. It integrates with your calendar for seamless scheduling.
Analytics Dashboard: You get insights into your team's engagement performance, helping you refine strategies. The dashboard provides data on chat interactions, response times, and more.
Ease of Use
Drift offers an intuitive interface, making it easy for your team to navigate and manage customer interactions. However, some users find the initial setup complex without proper guidance. The platform’s chat and AI features are straightforward, but customizing chatbots can be time-consuming. Despite these hurdles, its user-friendly design supports efficient workflow once you’re familiar with it, giving your team a valuable tool for engaging with leads in real-time.
Integrations
Integrations include Salesforce, HubSpot, Slack, Microsoft Teams, Zendesk, Google Sheets, Marketo, ActiveCampaign, Shopify, Drift Segment, Pipedream, and Salesloft.
Drift Specs
- A/B Testing: No
- Analytics: No
- API: Yes
- Audience Targeting: Yes
- Automated Conversion: No
- Batch Permissions & Access: No
- Behavioral Tracking: No
- Brand Management: Yes
- Campaign Management: No
- Contact Management: Yes
- Contact Sharing: No
- Conversion Tracking: No
- CRM Integration: No
- Customer Management: No
- Dashboards: No
- Data Export: No
- Data Import: Yes
- Email Integration: No
- External Integrations: Yes
- Keyword Tracking: No
- Landing Pages: No
- Lead Management: No
- Lead Scoring: Yes
- Link Tracking: No
- Marketing Automation: Yes
- Multi-User: Yes
- Notifications: Yes
- Password & Access Management: No
- Social-Media Integration: No
