Product Comparison

Drift vs LiveEngage

Common Comparisons

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: December 20th 2018

Drift is a live chat tool which advertises itself as a conversational marketing platform. By this it means it has a focus on using chatbots to qualify leads on your site, and then passing the best ones over to sales reps who will continue the conversation. They argue this helps to save your business time, provides more high quality leads and increases conversion rates. A key benefit is that this gives you real time leads, rather than a form being sent and then a response given.

Drift is a young company that has grown quickly by providing chat bot based live chat software to businesses of all sizes.

Benefits of Drift

  • Leads can be responded to in real time and instantly with chatbots
  • Chatbots have advanced features, like being able to book meetings with sales people for qualified leads
  • Bots run 24/7 so no need for offline forms
  • Service offers alerts when high value customers enter your site, so you can engage them more effectively
  • PlayBooks give you predesigned templates to help you set up bots with advanced functionality, without any technical knowledge
  • Chat bots are fully customisable in their messages and targeting
  • Chat windows can be fully customised and made to fit your website’s visual style
  • You can view current website visitors and start live chats with them directly
  • Customers report that the agent live chat software is very useful, giving them relevant leads that have been qualified by the chat bot

What you should know about Drift

  • Management and admin panels can take some time to learn
  • Expensive service

Expert Insights Verdict on Drift

Drift’s core focus is on removing lead forms, which can cause a delay between customer signalling their interest in a product, and you being able to convert them into a sale. Their solution to this problem is chat bots which can speak to customers for you. These chatbots pass qualified leads onto the human sales agents who can continue the conversation in real time. Drift has a lot of great features to create advanced chatbots. You can set specific paths so that every customer gets their questions answered smoothly and quickly. This product is slightly different to others in this category for it’s overall focus on the chat bot feature, but these tools increase conversions efficiently.

This is an expensive service, and so is suitable for larger organizations with a big customer base, who want to maximise sales, while making their customer live chatting as efficient as possible.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: January 22nd 2019

LiveEngage offers a platform to help businesses engage with their customers. This includes live chats through a variety of different platforms and automated chatbots. They have focussed on three key areas in particular. The first is offering a live chat service which integrates with a wide range of different platforms, with the aim of helping meet customers where they are. The second is offering AI-powered chatbots to help automatically answer customer queries. The third is a series of advanced management services. These aim to help you better manage your customer relations and keep on top of all conversations.

LivePerson was founded in 1995 and offer many enterprise level live chat features.

Benefits of LiveEngage

  • Multiple options available for setting up chatbots, with dialogue flows and bot templates
  • Secure and trustworthy service used by global companies to engage with customers
  • Live chat integrates with a huge range of platforms, including through your website directly, Google, SMS, Facebook Messenger and WhatsApp
  • BotStudio is simple and intuitive to use so non-technical users can build bots that are fine-tuned to their customer base
  • Bots improve and learn over time to better respond to customer queries
  • No need for offline ticketing as bots are always online
  • Unique Meaningful connection score which uses AI to track customer sentiment which will help you optimise both bots and agent’s performance
  • Agents get visibility over which parts of the site customers they are talking to have come from, so they can best meet their individual needs

What you should know about LiveEngage

  • Customers have reported it isn’t the easiest platform to manage, especially for smaller teams
  • Focus on AI chatbots over human agents means that some human management features are not as developed as other services, such as agent rotations, role-based chats and chat triggers
  • This is a premium, expensive service

Expert Insights Verdict on LiveEngage

LiveEngage is a perfect solution if your business is getting large numbers of customers who you need to engage with. It allows you to meet them where they are with integrations on a range of different platforms, which will help to increase your overall conversion rates. Building chatbots will take some time to master but is intuitive enough that a non-technical person will be able to do so. This will help you to engage more customers in a more efficient way. The chats are flexible and LiveEngage offers a range of advanced reporting and metrics to help measure ROI with the platform. You can monitor chats in real time. A unique reporting feature is the Meaningful Connection Score, which helps you to track how customers are responding to chats based on the way they are communicating. This will help you to better improve your service.

This live chat solution is ideal for companies who are looking to automate their live chat offering and use powerful data-driven tools to increase their conversions. It’s important to note this is an expensive premium product, and so will be most suitable for larger companies with a big customer base they need to manage.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: December 20th 2018

Drift is a live chat tool which advertises itself as a conversational marketing platform. By this it means it has a focus on using chatbots to qualify leads on your site, and then passing the best ones over to sales reps who will continue the conversation. They argue this helps to save your business time, provides more high quality leads and increases conversion rates. A key benefit is that this gives you real time leads, rather than a form being sent and then a response given.

Drift is a young company that has grown quickly by providing chat bot based live chat software to businesses of all sizes.

Benefits of Drift

  • Leads can be responded to in real time and instantly with chatbots
  • Chatbots have advanced features, like being able to book meetings with sales people for qualified leads
  • Bots run 24/7 so no need for offline forms
  • Service offers alerts when high value customers enter your site, so you can engage them more effectively
  • PlayBooks give you predesigned templates to help you set up bots with advanced functionality, without any technical knowledge
  • Chat bots are fully customisable in their messages and targeting
  • Chat windows can be fully customised and made to fit your website’s visual style
  • You can view current website visitors and start live chats with them directly
  • Customers report that the agent live chat software is very useful, giving them relevant leads that have been qualified by the chat bot

What you should know about Drift

  • Management and admin panels can take some time to learn
  • Expensive service

Expert Insights Verdict on Drift

Drift’s core focus is on removing lead forms, which can cause a delay between customer signalling their interest in a product, and you being able to convert them into a sale. Their solution to this problem is chat bots which can speak to customers for you. These chatbots pass qualified leads onto the human sales agents who can continue the conversation in real time. Drift has a lot of great features to create advanced chatbots. You can set specific paths so that every customer gets their questions answered smoothly and quickly. This product is slightly different to others in this category for it’s overall focus on the chat bot feature, but these tools increase conversions efficiently.

This is an expensive service, and so is suitable for larger organizations with a big customer base, who want to maximise sales, while making their customer live chatting as efficient as possible.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: January 22nd 2019

LiveEngage offers a platform to help businesses engage with their customers. This includes live chats through a variety of different platforms and automated chatbots. They have focussed on three key areas in particular. The first is offering a live chat service which integrates with a wide range of different platforms, with the aim of helping meet customers where they are. The second is offering AI-powered chatbots to help automatically answer customer queries. The third is a series of advanced management services. These aim to help you better manage your customer relations and keep on top of all conversations.

LivePerson was founded in 1995 and offer many enterprise level live chat features.

Benefits of LiveEngage

  • Multiple options available for setting up chatbots, with dialogue flows and bot templates
  • Secure and trustworthy service used by global companies to engage with customers
  • Live chat integrates with a huge range of platforms, including through your website directly, Google, SMS, Facebook Messenger and WhatsApp
  • BotStudio is simple and intuitive to use so non-technical users can build bots that are fine-tuned to their customer base
  • Bots improve and learn over time to better respond to customer queries
  • No need for offline ticketing as bots are always online
  • Unique Meaningful connection score which uses AI to track customer sentiment which will help you optimise both bots and agent’s performance
  • Agents get visibility over which parts of the site customers they are talking to have come from, so they can best meet their individual needs

What you should know about LiveEngage

  • Customers have reported it isn’t the easiest platform to manage, especially for smaller teams
  • Focus on AI chatbots over human agents means that some human management features are not as developed as other services, such as agent rotations, role-based chats and chat triggers
  • This is a premium, expensive service

Expert Insights Verdict on LiveEngage

LiveEngage is a perfect solution if your business is getting large numbers of customers who you need to engage with. It allows you to meet them where they are with integrations on a range of different platforms, which will help to increase your overall conversion rates. Building chatbots will take some time to master but is intuitive enough that a non-technical person will be able to do so. This will help you to engage more customers in a more efficient way. The chats are flexible and LiveEngage offers a range of advanced reporting and metrics to help measure ROI with the platform. You can monitor chats in real time. A unique reporting feature is the Meaningful Connection Score, which helps you to track how customers are responding to chats based on the way they are communicating. This will help you to better improve your service.

This live chat solution is ideal for companies who are looking to automate their live chat offering and use powerful data-driven tools to increase their conversions. It’s important to note this is an expensive premium product, and so will be most suitable for larger companies with a big customer base they need to manage.