Our developers hated it (I should have listened). Focused on upselling features already promised on the current plan. I should have quit at this point, but had our developers work around the many issues and the 'ohh you need to pay 10x for that'. Drift is expensive, has slick marketing, so I assumed it was good. We would have identified this had a trial been available. There was plenty of 'sure it works just like that'. We asked very specific questions during the sales process (no trial available - this should have been a red flag) where the salesperson misrepresented the capabilities around integration, usability etc. Probably the fact that although the core product is free (and you get lots of awesome features), you have to upgrade to the 'fullest licence' in order to get the 'uber cool' tools such as allowing the 'chat users' to book an appointment directly into the Calendar of the chosen agent. They've built an awesome product, which does everything you need it to - but the fact that it is fun to use DRIFT makes it an even more compelling product. This is important in software adoption and Drift is one of the best examples I have seen of this in recent years. It is very easy to use but more importantly, it is very easy to love using. But DRIFT define their tool as helping to deliver 'conversation marketing', and that for me really helps to define how companies should be using Chat software - to start and nurture a conversation that could lead to an ongoing relationship. Yes, it is for 'live chat', that much is obvious. Once again Drift have helped to define what companies should be using chat software for.
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