Because messaging is how people communicate today. People don’t want to fill out a form and wait for a response to see a demo, deal with “nurturing emails” or have to talk to sales on the phone. Helping is the new selling. And customer experience is the new marketing.
Drift makes it easy for you to talk to people while they’re live on your website so you can answer their questions in real-time, convert more leads, and start closing more deals. We help you talk to people in the right place, with the right message, at exactly the right time – on your website and inside of your app.
When you’re talking with someone, it’s nice to have some context before you jump in. With Drift, you’ll be able to see exactly what page they’re on when they start a conversation with you.
And when a site visitor identifies themselves by adding their Email Address, Drift automatically enriches the data for that contact and pulls in their name, location, job and company information, links to their social profiles and more. All of which is easily accessible in the side profile drawer.
You can seamlessly handoff conversations to your colleague by assigning them to that conversation and they’ll receive a notification. And if your team is hooked up with our Slack Integration, you can create a private note and @mention their username and they’ll receive a notification that way as well!
On the same note, typing indicators show when another agent or an end user is about to respond to a conversation – that way only one person jumps in to a chat at a time.
You can set and filter conversations by their status (Open, Pending, Closed, or Assigned to me), add a custom conversation tag, or post private notes to stay organized.
You also have the ability to search for a specific conversation based on these attributes to make it even easier to stay organized.
Got a question that comes up a lot? No problem! With Saved Replies, you can easily create and access saved messages straight from the composer.
You can also send and receive attachments to add visuals to the conversation.
Yeah, we know blue might not be your color – that’s why we’ve added a ton of customization options so you can match the chat widget to your brand when it’s on your website or inside of your product!
Here’s a taste of what you can customize:
It’s called “live” chat but that doesn’t mean you need to be there for people 24/7. You can set your hours and availability so people can reach you when you’re online.
And if someone writes in on your website and you’re not in Drift at that moment, you’ll get an email with their message.
Not only do we care about your team’s experience with Drift – we also care about your user’s experience. Here’s how we make sure they don’t miss a beat:
When you send a new chat, we let your users know right away. With browser tab notifications and a *plop* sound that was handcrafted by one of our engineers, your users won’t miss a messsage. And when they’re on the page, they’ll also see your smiling face with a preview of your message in a chat bubble.
We have you covered if you’re talking to someone and they leave mid conversation — or don’t stick around by the time you respond. If someone hasn’t seen your message after 15 minutes, they will get the entire conversation emailed to them (which they can respond to so they can continue it later).
Drift calculates and displays the last time you were active so your end users know when to expect a response from you. Because come on, no one wants to be put on hold forever.
Your users can always start a new conversation with you if needed, but if they want to continue a chat from before, they can access it from their conversation history. Having a chat history for your end users also helps them find important information from past conversations.