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Hiver Now Delivers 24×7 Customer Support – The Story

Hiver Now Delivers 24×7 Customer Support – The Story

Sep 21, 2022
2 min read

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When we started out on our journey to revolutionize email communication back in 2011, Niraj Ranjan (CEO and co-founder at Hiver) himself decided to manage customer support. He wanted to be in the thick of all the action. He wanted to listen to customers, understand their needs, and delight them with top-notch support, each day. Over the years, our support grew to a small but incredibly adept, driven, and empathetic team of individuals, and, by 2019, we began delivering  24×5 support to all our customers.

In 2020, with the pandemic having redefined how we all work – making remote work a necessity, blurring the lines between work and home, and changing the pace of work for many businesses, we realized that we wanted to be there for our customers whenever they needed us. Even on lazy Sunday afternoons.

As a step in that direction, we’re proud to announce that Hiver now supports customers 24 hours a day, 7 days a week.

Every business has its defining moments. It could be that moment where you realize you’re on the path of creating some value in the world with your product. Or the moment where you see the true essence of your brand, your ideals and beliefs shine through with your service quality. For us folks at Hiver, our customers have always been at the center of each one of those defining moments, including this one.

Why we decided to move to 24×7 support

We’ve come a long way as a company. We started as a shared labels product for Gmail, pivoted to a shared inbox software, and recently rebranded ourselves as a customer service solution operating out of Gmail. We made some mistakes along the way, did some things really well, and grew to become a thriving business with an expanding global customer base.

In all these years – amidst the hits and the misses, the one thing that we’ve consistently worked hard to deliver is brilliant customer service. It’s one of the biggest reasons our customers love us and we take immense pride in it. Being a company that’s built customer service software, we empathize with our customers’ need for timely support.

As we have adapted to the ever-changing ways of the world, we understand that our diverse customer base (spread across different time zones) needs us more than ever. And when they do, we want to be there to solve their problems as quickly and effectively as possible.

That’s why we decided to extend 24×7 customer support to our customers across all plans.

Hiver’s support team – the “heroes of the company”

Customer-centricity has always been at the core of how we do things at Hiver and ensuring high standards of customer service is an extension of that.

But, with great promise, comes great responsibility.
To be able to deliver support 24×7, without compromising on the quality of our customer service, we spent time carefully hiring and training new support representatives.

Despite the challenges of doing so remotely, we’ve built a stellar team of support professionals who live by the ethos of customer centricity, deliver great support, and have a lot of fun in the process!

Here to serve you through thick and thin

As a Hiver customer, some of you may have previously waited several hours or even until the next day to receive answers to support requests sent in on weekends. In these highly challenging times, we understand the pressures your business must be facing. We assure you that you’ll receive a timely response to all your queries – even on holidays!

And even when things do get better, we’ll be here…waiting to serve and delight you with memorable experiences, 24×7!

Our support team is now Never Out of Office.

Karishma is a Content Marketing Specialist at Hiver. With a background in advertising and PR, she's fascinated by stories of how brands are built. In her free time, you'll find her holed up in a quiet corner, making art.

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