Drift vs Crisp

by Gralio Feb 26, 2025

Drift and Crisp offer distinct solutions. Drift excels in sales automation and lead management, while Crisp provides comprehensive customer support features. Drift is better for sales-driven B2B companies, whereas Crisp suits businesses prioritizing customer service across various channels.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 1705 reviews and 60 websites, saving 9 hours, 58 minutes of reading.

Drift

Website LinkedIn Twitter

Crisp

Website LinkedIn Twitter

About

Drift is a conversational marketing and sales platform designed to help businesses connect with website visitors in real-time. Offering tools like chatbots, live chat, and email automation, Drift helps businesses capture leads, qualify prospects, and provide instant customer support. Its AI-powered features aim to personalize interactions and improve the buyer's journey. Drift primarily targets B2B companies and focuses on increasing sales efficiency and revenue growth.

Crisp is an all-in-one customer support platform designed for small to medium-sized businesses. It allows you to manage all your customer interactions, including live chat, email, and social media messages, from one central inbox. Crisp also offers tools like a knowledge base, chatbot builder, and CRM to help you automate tasks and improve customer satisfaction. It stands out with features like live website visitor typing previews and co-browsing. Crisp is designed to streamline your customer interactions and improve efficiency.

Summary

Main difference

Drift is a sales-focused platform with advanced lead routing and qualification features, ideal for B2B sales teams. Crisp is a customer support-focused platform best for small to medium businesses prioritizing multi-channel communication and streamlined customer interactions.

Relative strengths of Drift (compared to Crisp)

Strong lead routing and qualification tools, ideal for sales teams.
Real-time notifications and chat for proactive customer engagement.
Integrates with social media for broader reach.

Relative weaknesses of Drift (compared to Crisp)

Less comprehensive customer support features compared to Crisp.
Pricing not as transparent and potentially more expensive.
Focus on sales may not suit all business needs.

Who should use Drift VS. Crisp

Drift is a conversational marketing and sales platform that helps businesses connect with website visitors in real-time through live chat, chatbots, and email automation. Drift helps capture leads, qualify prospects, and boost customer support. Users praise its user-friendly interface and dynamic notifications for tracking leads and prospects. However, some users have reported issues with lead routing accuracy and occasional glitches.

Crisp is a cost-effective, all-in-one customer support platform for SMBs. Users love its intuitive interface and helpful chat assistants. It streamlines communication with live chat, email, and social media messaging in one inbox. However, some users have reported email deliverability issues and bugs.

Best for small to medium-sized businesses (SMBs) and mid-market companies.
Ideal for B2B companies in marketing, advertising, and software/IT.

Best for startups and small to medium-sized businesses (SMBs).
Ideal for e-commerce, retail, software, and marketing companies.

Drift and Crisp features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

Group management

Not supported

Drift does not directly support user group management.

Supported

User groups are supported via user segmentation.
Shared inbox

Partially supported

Drift offers shared inbox functionality through integration with platforms like Front.

Supported

Crisp offers a shared inbox supporting multiple channels like email and chat in one place.
Web experience testing

Partially supported

Drift offers A/B testing for conversational elements, but not full web experience testing.

Not supported

Crisp does not support web experience testing.
Real-time chat

Supported

Drift supports real-time chat for communicating with both internal and external stakeholders.

Supported

Crisp offers real-time chat with internal and external stakeholders, including mobile apps.
Real-Time Notifications

Supported

Drift supports real-time notifications when tracked leads interact with your website or content, enabling timely follow-up.

Not supported

Crisp does not offer real-time notifications for website interactions.
Social media integration

Supported

Drift supports social media integration for tracking and engaging with prospects through integrations with platforms like Facebook, Twitter, LinkedIn, and Instagram.

Supported

Crisp supports social media integration for tracking and engaging with prospects.

Qualities

Value and Pricing Transparency

No data

+0.78

Strongly positive sentiment
Customer Service

No data

+0.73

Strongly positive sentiment
Ease of Use

No data

+0.85

Strongly positive sentiment
Reliability and Performance

No data

+0.53

Rather positive sentiment
Ease of Implementation

No data

+0.67

Rather positive sentiment
Scalability

No data

No data

Drift and Crisp Pricing

No data

See full Pricing page

Crisp offers a 14-day free trial for all plans. They provide a flat pricing model per workspace, not per agent. Discounts are available for multiple workspaces, nonprofits, and students. Annual payment is available upon request.

Plans

User sentiment

Strongly positive

+0.78

See full Pricing page

Drift and Crisp review insights

243 reviews analysed from and

Users love

Its user friendly interface paired with dynamic notifications
Drift allows us to track and keep tabs on existing users and prospects
Packed with features
Provides a platform for customers to connect to me without delay

Excellent and responsive customer support
Cost-effective
Easy to use and intuitive UI/UX
Helpful chat assistants

Users dislike

The leads and prospects that are routed to me are not in my territory on Salesforce.
Leads have been able to book meetings with me outside of my working hours.
The prospector dashboard is occasionally glitchy.
Notifications are also easy to miss

Email deliverability issues with Outlook users in particular
The Ticket Center plugin is very expensive
The "Magic Browse" feature is buggy
Android app has some bugs

Drift and Crisp Ratings

Glassdoor

3.8/5

(554)

G2

4.6/5

(145)
Capterra

4.5/5

(108)
TrustPilot

3.0/5

(13)

Company health

Employee growth

22% increase in the last year

No data

Web traffic

17% decrease in the last quarter

No data

Financing

October 2020 - $246M

No data

How do Drift and Crisp differ in their target customer size?

Drift targets small, medium, and large businesses, with a stronger focus on medium and enterprise-level B2B companies, particularly in sales and marketing. Crisp primarily targets small to medium-sized businesses (SMBs) for customer support and communication. Therefore, Drift aims for larger organizations while Crisp focuses on smaller ones.

Which product, Drift or Crisp, best supports B2B sales workflows?

Drift best supports B2B sales workflows. Drift's features, such as lead routing, real-time notifications, and chatbot integration, are specifically designed for sales-focused activities. While Crisp offers a good customer support platform, its focus is on overall customer communication and satisfaction, making it less specialized for B2B sales compared to Drift. Drift's target market is also explicitly B2B companies aiming for revenue growth, further emphasizing its sales-oriented design.

What are the advantages of Drift?

Drift's advantages lie in its focus on conversational marketing and sales for B2B companies. It offers real-time engagement through chatbots and live chat, combined with email automation, to capture and qualify leads more effectively. Drift's AI-powered personalization aims to create a better buyer journey, ultimately driving sales efficiency and revenue growth. It's particularly well-suited for sales-focused organizations looking to improve lead management and accelerate the sales process.

What are the disadvantages of Drift?

Drift's focus on sales and marketing can be a disadvantage for organizations prioritizing customer support. Users have reported glitches and inconsistencies with lead routing and notifications, impacting sales efficiency. Additionally, some users find Drift's pricing to be less transparent than competitors.

Alternatives to Drift and Crisp

Qualified

Qualified is a software platform designed to help businesses generate sales leads from their website traffic. It uses artificial intelligence (AI) to identify potential customers visiting your website and automatically engages them in conversations through chatbots and live chat. Qualified can qualify leads, schedule sales meetings, and provide insights into buyer intent. Integrated with Salesforce, it's best suited for mid-size to enterprise companies focused on maximizing their sales efforts.

Intercom

Intercom is a customer service platform designed to improve customer experience and streamline support operations. It utilizes AI in three key ways: an AI chatbot for instant responses, an AI assistant for agents to quickly find information, and AI-powered analytics for support leaders. This approach aims to provide faster resolutions, increase agent efficiency, and offer data-driven insights for optimizing the customer service process. Intercom is suitable for businesses of all sizes seeking to enhance their customer support through automation and AI.

Re:amaze

Re:amaze is a customer service software that combines live chat, email, social media, and messaging into one platform. It helps businesses manage customer support across different channels, automate tasks like sending messages, and track customer interactions. Features include a knowledge base, customer satisfaction surveys, and integrations with popular business apps. Re:amaze is suitable for businesses of all sizes looking to streamline their customer service and improve efficiency.

Khoros Service

Khoros Service is a customer service software platform that helps mid-sized to enterprise-level businesses manage customer interactions across various channels like social media, email, and chat. It offers tools for agent management, automation (including a chatbot builder), and analytics, aiming to streamline customer service operations and improve agent efficiency. Khoros Service integrates with other Khoros products, such as Khoros Communities, to provide a unified customer experience.

Zendesk Support Suite

Zendesk Support Suite is a customer service software solution designed to help businesses of all sizes provide excellent customer support. It offers a range of tools, including messaging, live chat, AI-powered automation, and a self-service help center. It aims to improve agent productivity, personalize customer interactions across various channels (like social media and email), and streamline workflows to increase efficiency. Zendesk emphasizes data-driven decision-making and boasts a user-friendly interface that integrates with numerous other business applications.

Warmly

Warmly is a software platform designed to help businesses, especially small and medium-sized ones, increase sales. It identifies companies visiting your website and reveals information about them, like what they do and who to contact. This helps sales teams focus on the hottest leads and automate outreach for quicker conversions. Warmly integrates with popular sales and marketing tools you might already use, such as customer relationship management (CRM) and marketing automation platforms.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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