Companies have many customer support options to consider, but live chat should always be a top choice. Tawk.to and Drift offer support when you need it, but they use different methods:
Support Channels
With Drift, you can access a help center, email, and live chat for assistance. Higher-tier plans offer dedicated account managers.
On the other hand, Tawk.to offers live chat support which telemarketing data may not be available 24/7, the ability to submit questions and tickets via email, and community forums for self-help needs.
Documentation and teaching resources
On Drift you will find numerous educational resources available, such as webinars, tutorials, a help center, and a community forum.
Similarly, Tawk.to has a community forum, video tutorials, and an organized knowledge base.
It is important to understand that with Tawk.to, most what is the normal internet speed of your support comes from the knowledge base. You have to search for information yourself. Since it is a free forever live chat solution, this makes sense.
If you have a large company, Drift may be the best solution, as it simplifies onboarding and can provide a dedicated account manager.
Drift vs Tawk.to: User Feedback and Reviews
Most people say that Drift offers powerful automation, a user-friendly interface, and excellent integrations. They also mention great support systems and effective lead generation.
However, customers often complain about the price, with some saying that the cheapest plan starts at $2,500 per month. There is no way to confirm this without book your list calling and requesting a quote. Likewise, people often say that there is a steep learning curve because the features are so complex.
Alternatively, people generally say that Tawk.to is a convenient live chat solution because it has a free forever plan. It is also easy to use, so it does not require any technical skills. Likewise, the mobile app is responsive and functional.
Complaints often stem from customization issues. People like the fact that they can change fonts and colors, but they have to pay to remove the Tawk.to branding. Likewise, there aren’t many advanced features, and customer support can take longer to get a response.