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Drip Ecommerce CRM Review

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Drip Ecommerce CRM Review

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Date Established
2013
Location
Minneapolis, MN

Pros

  • Excellent automation features
  • Good integrations
  • Easy to use

Cons

  • Relatively high monthly cost
  • Somewhat buggy

Overview

Drip launched in 2013 with the revolutionary goal of solving the age-old problem of customer relations. Many before have attempted to create a system to build a real connection between customers and the businesses who wish to sell them things, but the fine folks who make Drip feel that only their product truly accomplishes this goal. In their company manifesto (!), the developers of Drip claim:

“…the goal is to connect your order management system with your marketing system at the customer level in order to build better, more profitable, and real relationships with your customers. It’s a big opportunity for all of us, and that’s the kind of Big we are happy to embrace.”

Kind of says it all, right? But how does Drip accomplish this goal? What makes this product different from the other myriad CRM-marketing solutions available? Together, we will attempt to find out.

Web-Based (SAAS) Or Locally-Installed

Drip is web-based and does not require a download to work on your computer. Only a web browser and internet connection are needed.

Pricing

Drip is available in three pricing tiers, though one of them is for enterprise-level subscribers with no price specified. Plans break down as follows:

Basic:

  • $49/month
  • Up to 2,500 subscribers
  • Unlimited sends

Pro:

  • $122/month
  • Up to 5,000 subscribers
  • Unlimited sends

Enterprise:

  • Price varies
  • 5,001+ subscribers

As you can see, the pricing plans available here are pretty easy to understand. It seems that all Drip customers, whether Basic, Pro, or Enterprise, gain access to all the features this app has to offer. The ease-of-use does not stop there, though. Drip will automatically up/downgrade your plan if you exceed or drop below those subscriber limits. It is always nice when companies take on some of the busywork. You have better things to do (like, y’know, run your company).

Ease Of Use

Drip is remarkably easy to use for all its complexities. The app is well-designed and laid out, and navigation is intuitive as you come to grips with the many features. It is reasonable to expect that users should be pretty comfortable with Drip in about a week or two, though true mastery of all this app has to offer will, of course, take longer.

Having said that, there are a few things that could be polished a bit more. The email editor, while solid enough, cannot directly convert old text-based emails to the newer visual editor. This is far from a dealbreaker, but it would make life simpler. Similarly, while it is easy enough to see the biggest sources of traffic from your ads, Drip makes it more difficult to see the lower volume sources, which, if your goal is to find new audiences, might be valuable information to have.

Customer Service & Support

Drip comes with what is basically the standard set of customer service options in the software industry: FAQ’s, a Knowledgebase, Blog, and email tickets. One thing that sets Drip apart, though, is the option to communicate with certified consultants who can help you understand how to use the various CRM features found in this app. There are more than 30 of these certified consultants around the world, so finding answers to your questions is pretty straightforward.

As for the other customer service features, they function well enough to help you come to terms with Drip’s complexities. Honestly, the blog is not particularly helpful unless you want generalized advice that is not specific to using Drip. The Knowledgebase and FAQ’s, on the other hand, are rather useful, though unless you know exactly what you are looking for, they may be a bit tough to parse. For me, though, the biggest problem with Drip’s self-service customer support options is the lack of a video tutorial hub. If you comb through the knowledge base, you will find videos teaching the apps various features. However, there is no codified list of all videos, which make it difficult to find exactly what you are looking for.

Fortunately, the in-person customer service team at Drip is friendly and capable of finding answers to your questions. If the self-service materials don’t get you what you need, reach out and hassle them!

Negative Reviews & Complaints

There are a surprisingly small number of negative user reviews out there for Drip. Even the most popular business apps have their detractors, but Drip seems to have a more positive impact on their customers than not. Having said that, I was able to find a couple of common complaints:

  • Customer Service Concerns: I found several users griping about long wait times for customer service. One of these users got a response from Drip claiming that the last year has seen a significant increase in the size of the developer team and that the support crew did not grow as quickly as needed to match. This is decent as far as excuses go, but ideally, the company would have a bit more foresight during growth periods. (It should also be noted that most users rave about Drip’s customer service.)
  • Buggy Automation: I found a number of complaints that Drip’s automation–one of the company’s biggest claims to fame–can be a little buggy. In particular, it seems that when first setting up new workflows it can be difficult to tell when your new settings take effect. So, when you send out tests for new automation, it is not always clear whether the test is occurring under new or old settings.
  • Price: While I would not call Drip an expensive app exactly, it must be said that there are cheaper programs out there. Especially if you are a young company or startup, this may be a significant barrier to you.
  • Color Scheme: Drip’s pink-and-white can be a little hard on the eyes. Obviously, this is not the most serious of complaints; it is a testament to how well-received this app is that there are so few common complaints!

Positive Reviews & Testimonials

Drip gets almost overwhelmingly positive reviews. Here are a few general things people love about this app:

  • Integrations: In particular, users appreciate the ability to link Shopify and other eCommerce solutions to their Drip accounts. Not only do these integrations allow Drip to accomplish the goal of its very existence, but they do it in such a way that makes people sit up and notice.
  • User Interface: As I mentioned above, Drip’s UI is logical, easy to interact with, and generally nice to use. This may not directly affect your ability to market through email or manage customer relations, but I always say that if you are going to spend significant time with an app, ought to be a nice place to be.
  • Automation: Automation of some form is standard in most email marketing apps, and users of Drip love the set-it-and-forget-it nature of the features found here. To be able to write material, configure a few settings, and not think about it again is a boon when you are trying to run your business.

But that’s not all! Here are a few excerpts from reviews of satisfied customers:

“I’ve worked with multiple email marketing and CRM systems over the past 5 years (MailChimp, GetResponse, Aweber, ConvertKit, Active Campaign, Infusionsoft…), so I have a fairly good idea of what makes a good – or bad – platform. Drip is right at the top for me in terms of user interface, alongside ConvertKit, but that one is aimed more at pro-bloggers. Drip is really powerful when it comes to integrating with ecommerce (we use Shopify), and the automation options it offers are excellent, and campaigns easy to build.”

“Drip does automation very well, it is one of the reasons I switched to using it from my previous email service which only had basic automation tasks. With Drip, the automation workflows are shown visually, so it is much easier to see how your conditional statements will affect the different parts of your campaign. Drip also integrates with a lot of third-party solutions, which makes it easier for me to take my user data and apply it to other tools and services to make the customer experience even better.”

“I like how easy it is to integrate with my ecommerce site, and thus can become a powerful resource for communicating with my customers according to their behavior and interaction with my company.”

“When we first started with Drip we were using other software for email marketing and doing most things manually. Drip has helped us become automated and much more efficient. I love how easy it is to create campaigns and get a series of emails started with a group of people with ease.”

“When we first started with Drip we were using other software for email marketing and doing most things manually. Drip has helped us become automated and much more efficient. I love how easy it is to create campaigns and get a series of emails started with a group of people with ease.”

“First of all, customer service has been fantastic. It’s also great how it can work together with a number of third-party software when needed. I also love the the feature that you can have multiple accounts on the same plan (if you own more than companies) without having to open a separate account for each.”

Features

As a full CRM platform, Drip has a lot to offer anyone who subscribes. Let’s take a look at a few of the standout features that might entice you to become a paying customer:

  • Email Builder: Right out of the gate, Drip comes with a competitive email designer. It is built for both visual and text-based emails, allowing maximum versatility depending on what and how you want to communicate. If you want to create a marketing campaign for your email, it’s no sweat using Drip’s campaign blueprints. On the other hand, if you want to send just a single announcement out, Drip has a “broadcast” feature for just such an occasion.

  • Multi-Channel Marketing: Of course, most people communicate through more than just their email inboxes these days, and you want to be able to reach them where they are. Drip can market through social media, text messages, fancied-up landing pages for your website, and even postcards (snail-mail style).
  • Customer Tracking: Drip gives you insights into the behavior of your customers, shining a light into what pages of your website they view, what things they put into their cart, and the frequency of their visits. You can also set up a scoring system, for your records only, to determine who your most motivated customers are.

  • Personalization: Leave your ideas for preparing single sets of marketing materials in the past. Using Drip’s automation and segmentation features, you can design several different versions of your marketing materials that will be tailored to individual customers. Make indoor/outdoor variations, male/female variations, youthful/mature variations. Whatever the case, you will be customizing your marketing and hopefully converting more leads to sales.

Integrations & Add-ons

Drip is famous for providing many integrations. For a complete list, see the Drip website. Here are a few highlights:

  • Magento
  • Shopify
  • WooCommerce
  • Acuity
  • Authorize.net
  • Calendy
  • Coupon Carrier
  • Eventbrite
  • Facebook Lead Ads
  • PayPal
  • Salesforce
  • Stripe

Final Verdict

On the whole, Drip is a well-designed, easy-to-use, and effective email marketing and CRM tool. Though there are a few areas of concern in terms of usability and functionality, for the most part, it would be hard to go wrong with a recurring Drip subscription.

As always, though, we recommend trying before buying. If you think Drip might be a good fit for you, head on over and sign up for the free trial!

Wesley Kriz

Writing from the Pacific Northwest (read: the Best Coast), Wesley graduated from George Fox University in 2014 with a degree in History, then again from George Fox in 2016 with a Masters of Arts in Teaching. He has been writing about project management for 2 years, and keeps a running list of wacky software brand names; seriously, it's wild out there
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