Support has never been short of metrics: response time, resolution time, ticket volume, CSAT, deflection, and now, increasingly, AI adoption. These numbers tell us a
This August, we shipped some of our biggest AI capabilities yet. Hiver AI can now follow your team’s procedures, uncover patterns across customer conversations, turn
AI assistants are quickly becoming part of how we work every day. We use them to draft emails, make sense of research, analyze spreadsheets, and
Amit Ray, an Artificial Intelligence developer once said, “As more and more artificial intelligence is entering into the world, more and more emotional intelligence must enter into leadership.” That
July’s updates bring more of your support operation together in Hiver, from cross-team collaboration and product handoffs to quality reviews and multi-provider inbox management. Here’s
Our June releases unify your fragmented context. Calls, CRM records, scattered threads, task boards, and knowledge sources are now in one place. Your team spends
Most escalations don’t fail because the issue is too complex. They fail because the context doesn’t travel with the ticket. The ticket moves to the
Every support team has a rule set. Usually it starts small — route emails with the word refund in the subject to billing, close tickets
A customer emails in about an invoice discrepancy. The agent can’t respond without more context — so the lookups begin. They open NetSuite to pull
A support agent gets a ticket on Monday morning. An enterprise customer’s integration broke over the weekend and their ops team has been blocked for
For many B2B companies, Slack has become the default channel to manage customer relationships. It typically starts during onboarding — a dedicated Slack channel gets
How one customer’s candid feedback pushed our AI team to raise the bar — and deliver something that actually met their needs, in just 48
How much time do you spend managing emails every day? Chances are, that answer is in hours, not minutes. The numbers back this up, too.
Discover how a WhatsApp shared inbox can revolutionize your customer service. Learn about features, benefits, and implementation strategies for efficient team collaboration.
Learn 10 actionable strategies to build and grow your customer base. Discover practical tips to attract, retain, and engage customers effectively.
Learn how to calculate and reduce churn rate with actionable strategies that improve retention, enhance CX, and drive sustainable business growth.
Improve customer intelligence with AI-driven insights. Boost loyalty, drive growth, and ensure ethical data use for smarter business strategies.
Discover how personalized emails can enhance CX, and examples of how you can use Gmail templates to level up your customer communication.
A knowledge base is important for organising & managing business information. Here are the 10 best Knowledge Base article templates you’ll need.
Here’s a detailed guide to acing a customer service job interview – includes skills to demonstrate and interview questions + tips.
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