DriftReviews of drift.com

Very poor service. Do NOT use. App didnt do what it was advertised as. It only worked in part for chrome users, but for visitors using safari it didnt work!! Ridiculous! Also tried to cancel with them (but they were off on holiday) then said I ccancelled too late and had to be billed for an extra month even though it was them who was unresponssive!!!

My user experience is really bad. As a new user, I wanted a free trial. There was an option for startups, I filled in a form, met all conditions. Received an email to activate my account (application approved), I clicked on it, set password. Then they asked for a card number, which I filled in (even with a wrong CVV intentionally, coz I didn't want to get charged during the free trial). Then suddenly I received an SMS that my account was charged 532 EUR... no kidding. I was like "WHAT?!" Sent a first message to support, the second one 4 hours later, the third one (email ticket) the next day, ... no response. Really annoying. I need to file a dispute in my bank which takes time and energy. So annoying! Note for self: stay away from Drift next time.

The interface, functionalities, and integrations still have a lot to desire! I believe Intercom perfected live chat tools, shortcuts and functionalities to communicate better with our clients. The Drift Customer Service experience is also not that flexible and supportive of refunds.

Terrible technical system / even worse customer service. They just feed off the hype.

Lack of support for european customers, we integrated them and moved to Intercom... our US team where quite ok with Drift, but in EU no help to find

I began a contract with Drift back in May. What the system does is really incredible - IF they spend time to help you implement it. From the beginning, I had to be proactive in asking for their team's support over and over again (they'd rather send you to tutorials and make you do the hard work of figuring things out on your own time). This unfortunately is not conducive for me as a fellow small business owner in Boston who has limited time. You would think at such an expensive price point, they would have better implementation and care for their customers to ensure they make the most out of their investment. Between my busy schedule and their limited availability for training time - it took 3 months to get a playbook written and ready to go live. I was charged full price for the 3 months I didn't even use drift - and they didn't even have the courtesy to call me to check in on why implementation was slow and offer solutions for me. It then came down to me asking if they would apply my credits toward future months when I'd be operable (not a refund but application of credit to the future and a long term commitment thereafter) and they refused saying they don't offer refunds for inactivity. In the end, it's important to know this company chose to make $700 in the short run and lose a customer altogether instead of working with that customer to find a solution for the long-haul. Finally - just go to Drift's website and look at the brands they claim to work with. Over half of them no longer use drift and use other providers. This company clearly suffers in the department of customer happiness and retention. I highly advise you give your business to another company that deserves it.