Drift Product Update: Here’s What’s New From October


We make improvements to Drift every single day.

(I wish I could show you our #shipyard channel in Slack where all of our engineers share an update when something new gets shipped).

But, it would be kind of annoying if we told you every single day about all of the new stuff we’re doing at Drift, so that’s what this post is all about: a recap at the end of the month to share with you all of the new bells and whistles in Drift.

OK, let’s get to it. Here’s what’s new in Drift for the month of October.

By the way, if you need a Drift account, you can get one right here. It’s 100% free to start talking to your customers and website visitors.

A Great Customer Experience, Even When You’re Offline

Real-time messaging is great, but with Drift you can be there 24/7 for your customers without needing to be at the computer 24/7.

And we heard from you that the old “offline” mode for the Drift widget was a bit — cold. And you were right.

So, we switched things up.

Now, the offline message is much more welcoming, and makes a great replacement to any of the traditional “contact us” forms that you might currently have on your website.

See what I mean? That’s Trevor – he’s one of the engineers who works on our widget.

New offline - colors.gif

A Fresh New Design For Drift On iOS

There are two things that your customers expect today: they expect answers right away, and they expect you to be available via messaging.

And with Drift for iOS, all it takes is Drift on your site and your iPhone in your pocket.

iOS app.png

In addition to a fresh new design this month, we added profiles and tagging to the app, so now you can pick things up right where they left off with your customers — even when you’re on the go.

And by the way: thanks for all of the feedback and ideas. We’re going to keep shipping updates to this app quickly.

Integrations With Zendesk And HelpDocs

Last month, we launched our knowledge base integrations — which make it so DriftBot (our chatbot) can help you surface links to help docs you’ve already written.

This month, we added integrations with Zendesk and HelpDocs to the list — which already included integrations with Help Scout, Helpjuice, and WordPress

So now, when someone writes in via chat on your website or inside of your app, DriftBot will instantly be able to give customers the help they need, which means that you can save your brain power for the bigger questions people will ask.

You can set up any of those integrations in your account right now — just head to the integrations page and then you can connect your account to Drift.

Screen Shot 2016-10-27 at 2.06.55 PM.png

? ?? AKA Emoji Support

We know how much you (and your customers) love using emojis.

OK OK fine. We love emojis too…

So, they’re now available directly inside of Drift.

Just click on the little smiley face where you usally type your message and they’re all yours ?

Screen Shot 2016-10-27 at 2.22.33 PM.png

FullStory Integration

If you’re already using FullStory, you know it’s one of the best ways to see what your customers and visitors are seeing.

Now, like magic, we’ll post the link to the FullStory session at the start of a conversation so you can click through and be as helpful as possible when you’re talking to your customers.

Oh and while we’re in here, we figured we would add a bunch of other useful information too, like IP address, URL, device, and browser:


A Few Other Quick Updates  From October

  • DriftBot now helps set better expectations if somebody is trying to continue a conversation and you’ve gone offline (PS. how sweet is that Halloween bot!?)

2016-10-31 at 5.25 PM.png

  • When you hover on a person’s avatar, you can get more information about them — and chat with them directly.
  • We polished the heading bar in the chat widget:header-update.png
  • For all of you Estonians out there, the Drift chat widget can now be set in Estonian (in additional to all of the other languages we support).
  • Do you have websites in different languages? Well, now you can use Drift across both sites and set a language for each.
  • All of the login screens and signup screens got a fresh new look — and they work great on mobile.
  • And for all of you technical folks out there, we now have a way for you to track users across different subdomains.

As always, we’re here if you need anything. Come say hello on chat at anytime.

PS. You can get started with Drift for free today. Click here to get your account.

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