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Crisp vs Drift

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Our analysts compared Crisp vs Drift based on data from our 400+ point analysis of Live Chat Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Crisp Software Tool
SelectHub Award Winner
Drift Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

84 Detailed Analysis

User Sentiment

Excellent User Sentiment (71 Reviews)

Analyst Rating

84 Detailed Analysis

User Sentiment

Great User Sentiment (865 Reviews)
Crisp provides multi-channel support software to interact online via messaging, email and Twitter for a better customer experience. It provides all-in-one messaging for customers and companies to engage effortlessly using drip campaigns, chat triggers and chatbots. No additional plugins are required to cobrowse with other customers.

It improves sales, generates leads, enhances email marketing and scales customer relationships.
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Drift is a cloud-based conversational marketing platform that helps businesses acquire customers and streamline sales processes. It generates leads through customizable campaigns, intelligent reports and real-time engagement with website visitors. It offers AI chatbots, offline and mobile access, geo-tagging, conversation histories and more.
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$25/Workspace, Monthly, Freemium
Free Trial is available →
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Tailored to your specific needs
$2,500 Monthly
Free Trial is available →
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Tailored to your specific needs
Small 
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Medium 
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Large 
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Small 
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Medium 
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Large 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Improve Lead Generation: Create chatbots to generate leads on autopilot for offline settings. Customize predefined responses, channels, user data, timings and day conditions for chatbots to handle queries offline. 
  • Increase Efficiency: Analyzes the number of conversations, website visitors and the average mean response time using analytics. Detect response time in hours and days. Keeps track of conversations, usage statistics, fired triggers and segments saved to qualify leads. 
  • Boost Customer Engagement: Configure rules to engage with website visitors using chat triggers. Retarget leads and decrease funnel abandonment by clicking on ads. It sends a message when the website visitor is about to leave the funnel. 
  • Automate Repetitive Tasks: Follow up on sales leads and book appointments while educating new subscribers. Improves brand identity and customer experiences by sending correct information via email or in-chat sequence. 
  • Free Trial: Gain access to a 14-day free trial before the final purchase. 
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  • Target High Quality Leads: Target site visitors and welcome them with personalized messages based on collected user information, like company name, industry, employee count and location. Expedite interaction and lead conversion by allowing them to schedule appointments through an intelligent auto-attendant. 
  • Qualify Leads Faster: Engage with buyers faster by segmenting them based on tech stack data and allowing priority ones skip the form queue. Qualify leads in real time and instantly route them to sales representatives without leaving the website. 
  • Close Deals Quickly: Use the Deal Room feature to improve collaboration among sales staff. Store notes and resources about every conversation and manage all sales processes in one place. Sales managers can coach representatives effectively and buyers can chat, call or book a meeting with their point of contact directly. 
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  • Cobrowsing: Cobrowse and share notes with website visitors instantly using MagicBrowse. No need for any additional plugins. Eliminates going back and forth between web pages. 
  • Real-Time Dashboard: Centralize customer data in a single dashboard with advanced filters. Access details, private data and track user activity to monitor customer lifecycles in real time. 
  • Drip Campaigns: Personalize messages and send them via emails and campaigns automatically. Create automated email marketing, target the right customers and trigger campaigns using easy sequences. 
  • Chatbots: Create a seamless workflow using a no-code builder and visual editor that everyone in the organization can access. Route customer queries to support automatically. Forwards all information to the CRM without any coding requirements. Customize the chatbot as needed. Personalize messages for multiple channels using a single script. 
  • Live Chat: Create automated messages targeted at customers based on website activity. Share information including images, documents and files using the chat widget. Resolve quick queries by allowing access to help articles or relevant content directly via live chat. Provide access to fun games like CrispyBird to keep customers engaged during offline mode. 
  • CRM: Integrates real-time notifications and customer insights. Provides easy access to contact details and customer data. Retarget users by sending the right message using customer segmentation. Tag customers manually or automatically to build strong relationships. Manage leads by centralizing lead information into a single dashboard. Engage and monitor users’ website activity using MagicMap. 
  • Status Page: Update and alert customers regarding system status by sending notifications in emails and Slack. Add a widget on the homepage to check immediate website status. Avoid flooding of tickets during frequent system outages. 
  • Shared Inbox: Keeps messages from external channels synced and centralized. It organizes, manages and collaborates messages from multiple social media websites. Offers real-time communication by mentioning teammate’s name on targeted threads. Prioritizes tasks that need attention and answers customer queries automatically. Reroute conversations for faster resolution. Follow up customer leads by setting reminders. 
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  • Reports: Get detailed reports on website engagement, team performance, sales, response time, routing, leads acquired and other performance metrics.
  • Playbooks: Leverage automated message workflows that use IP data to create customized chat experiences for users, send targeted messages, run marketing campaigns, monitor site visitors and connect leads to teams.
  • API and Integration: Use the API to access bot features, sync contacts, enable permissions for agent information, support widget configurations and assist with data retrieval and deletion. Integrate with Hubspot, Salesforce, Zapier, Marketo and Clearbit.
  • Email Bots: AI-powered email bots manage email conversations with contacts, improve conversion rates, distinguish human email replies from autoresponders and route them to the right representatives, guarantee follow-ups, track responses and drive more pipelines.
  • Customer Data: Collate user data from third-party sources like Crunchbase, SixSense, and ZoomInfo to segment and personalize customer information. Collect and manage contact profiles with fields like visitor name, contact details, company name and industry.
  • Visitor Intelligence: Increase website engagement and personalize interactions using Visitor Intelligence. This visitor identification software records information shared by customers, like email address or location, and uses it to personalize customer interactions with the bot.
  • Live Chat: Connect with website visitors, capture leads, engage target accounts and manage conversations with multiple inboxes. Make internal notes and get conversational ratings on the website.
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Product Ranking

#4

among all
Live Chat Software

#6

among all
Live Chat Software

Find out who the leaders are

Analyst Rating Summary

84
84
85
85
92
63
98
100
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Online Visitor Management
Customer Collaboration
Integration and Extensibility
Conversation Management
Online Visitor Management
Platform Capabilities
Conversation Management
Integration and Extensibility

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Crisp
Drift
+ Add Product + Add Product
Conversation Management Customer Collaboration Online Visitor Management Platform Capabilities Ticket Management 85 92 98 80 65 85 63 100 90 65 0 25 50 75 100
83%
0%
17%
83%
0%
17%
86%
0%
14%
43%
0%
57%
100%
0%
0%
100%
0%
0%
76%
0%
24%
86%
0%
14%
60%
0%
40%
40%
0%
60%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

83%
0%
17%
72%
0%
28%

User Sentiment Summary

Excellent User Sentiment 71 reviews
Great User Sentiment 865 reviews
90%
of users recommend this product

Crisp has a 'excellent' User Satisfaction Rating of 90% when considering 71 user reviews from 1 recognized software review sites.

87%
of users recommend this product

Drift has a 'great' User Satisfaction Rating of 87% when considering 865 user reviews from 5 recognized software review sites.

n/a
4.3 (21)
n/a
4.3 (490)
4.49 (71)
4.48 (166)
n/a
4.5 (151)
n/a
4.0 (37)

Awards

SelectHub research analysts have evaluated Crisp and concluded it earns best-in-class honors for Customer Collaboration. Crisp stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award
Customer Collaboration Award

SelectHub research analysts have evaluated Drift and concluded it earns best-in-class honors for Online Visitor Management.

Online Visitor Management Award

Synopsis of User Ratings and Reviews

Unified Inbox: Streamlining communication by consolidating messages from various channels like email, live chat, and social media into a single interface is a major draw for users. This eliminates the need to juggle multiple platforms and ensures no message slips through the cracks.
Chatbots & Automation: Crisp's chatbot functionality empowers businesses to automate routine tasks, such as answering frequently asked questions or qualifying leads. This not only saves time but also ensures prompt responses to customer inquiries, even outside of business hours.
Customization Options: The ability to tailor the live chat widget's appearance to match a company's branding is a significant advantage. This visual consistency reinforces brand identity and creates a more cohesive user experience.
Knowledge Base Integration: Connecting a knowledge base to the live chat system allows agents to quickly access and share relevant information with customers. This feature enhances the efficiency and effectiveness of customer support interactions.
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Usability: According to 90% of users who mentioned this aspect, the software is intuitive and easy to use.
Reporting: 73% of users who commented on this aspect said the reports are clear and detailed.
Multimedia Capabilities: According to 60% of users who reviewed this aspect, it’s easy to create, record and share videos.
Customer Service: 70% of users who reviewed this element said that customer support is attentive and professional.
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Limited Customization: Crisp's customization options for the chatbox and widget can feel restrictive to users who desire a more tailored look and feel to match their brand identity. For example, modifying the chatbox's color scheme or font choices might be limited, hindering seamless integration with a company's website design.
Mobile App Shortcomings: The mobile app version of Crisp has received feedback regarding occasional lag and a less intuitive interface compared to the desktop version. This can lead to frustration for users who rely on managing customer interactions while on the go.
Pricing Structure: While Crisp offers a free plan, some users find the jump in features and capabilities between the free and paid plans to be significant. The cost of upgrading to access essential functionalities like chatbots or advanced reporting can be a deterrent for smaller businesses or teams with budget constraints.
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Cost: According to 80% of users who mentioned this, the product is expensive, making it unaffordable for small businesses.
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The ability to centralize communication channels is a game-changer for businesses seeking efficiency and a streamlined workflow. Over the past year, Crisp has consistently received positive feedback for its ability to consolidate various communication channels, including live chat, email, and social media, into a single platform. Users appreciate the convenience of managing all customer interactions from one place, eliminating the need to switch between multiple tools and improving response times. The platform's intuitive interface and user-friendly design have also been praised, making it easy for teams to adopt and navigate the system effectively. While Crisp offers a robust set of features, some users have noted that the platform's customization options can be limited compared to competitors like Intercom or Zendesk. For instance, customizing chatbots or creating complex automation workflows may require more advanced technical skills or additional development work. Additionally, while Crisp's pricing is generally considered competitive, some users with larger teams or higher message volumes have found the cost to be a factor. Despite these limitations, Crisp's strengths in communication consolidation, ease of use, and affordability make it a compelling option for small to medium-sized businesses (SMBs) seeking to enhance their customer support operations and improve overall communication efficiency. The platform's focus on core features and intuitive design allows SMBs to quickly implement and utilize the system without requiring extensive training or technical expertise.

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Drift streamlines business communications using live chat widgets, custom chatbots, videos and integrations. According to reviews, it offers a user-friendly platform, detailed reporting tools, useful lead routing and excellent customer support. Users appreciated that it helps to generate leads and navigate complex sales. However, some users reported technical issues with push notifications and chats, and some considered the product expensive. Overall, Drift is suitable for businesses seeking to improve and refine their customer engagement.

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Screenshots

Top Alternatives in Live Chat Software

Chaport
Chatra
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Freshchat
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Pure Chat
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tawk.to
Tidio
Userlike
Zoho SalesIQ

Head-to-Head Comparison

Crisp VS Chaport
Crisp VS Chatra
Crisp VS Drift
Crisp VS Freshchat
Crisp VS Intercom
Crisp VS JivoChat
Crisp VS LiveAgent
Crisp VS LiveChat
Crisp VS Olark
Crisp VS Pure Chat

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