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About ThemeSelection
ThemeSelection, a subsidiary of Clevision, is a trusted platform that offers premium admin dashboard, tailwind components and UI kits built on today’s most popular frontend and backend frameworks. This includes ReactJS, VueJS, Laravel, Bootstrap, Tailwind,Django, and more.
Founded by Ajay Patel—also the co-founder of Clevision and PixInvent—ThemeSelection serves a wide spectrum of users, from independent developers to enterprise teams. It provides high-quality, customizable front-end solutions that help businesses build web applications faster and more efficiently.
Growing pains in handling customer interactions at scale
As ThemeSelection continued to grow, so did the volume and complexity of customer interactions—ranging from product inquiries and technical support to partnership requests and internal coordination.
Most of this communication was handled by the marketing team, which relied heavily on individual inboxes and manual processes. Without a centralized system to manage conversations, the team struggled to maintain consistency and clarity.
This led to several challenges:
- Difficulty keeping track of which team member had responded to or was responsible for a message
- Delays in both internal coordination and external follow-ups, especially when messages required input from multiple stakeholders
- Inconsistencies in tone, message quality, and issue resolution due to the lack of a shared communication framework or visibility across the team
Recognizing these inefficiencies, the team knew they needed a more streamlined and collaborative approach to communication—one that would scale with their growth and improve overall responsiveness.
Discovering Hiver: A natural fit inside Gmail
ThemeSelection came across Hiver while looking for a collaborative solution that would integrate directly with Gmail.
Hiver stood out because it added powerful ticketing capabilities right inside their familiar inbox interface (Gmail) like:
- Conversation routing (without CCs and forwards)
- Collaboration capabilities like internal notes, shared drafts, etc.
- No-code workflows like auto-responders, triaging, automated follow-ups, etc.
- Centralized tracking of all customer conversations and their progress
There was no need to train the team on a new system or switch platforms—Hiver simply extended the capabilities of their existing Gmail setup.
“Hiver was the right fit because it felt like a natural extension of Gmail, not a whole new tool to learn.”
Bringing structure and simplicity to daily workflows
The marketing team uses Hiver as a core part of their client communication workflow. Here’s how it has transformed their process:
1. Centralized, transparent communication
All customer-facing and team-assigned queries now land in a Shared Inbox (hello@themeselection.com) within Gmail, allowing the team to track each conversation’s status—such as “In Progress” or “Closed”—for complete visibility and accountability.
2. Clear ownership of conversations
Each message is assigned to the most appropriate team member based on the nature of the query—such as support, pre-sales, or partnerships.
- Smooth internal collaboration
Instead of endless CCs, forwards, separate threads and pings, team members use Notes within Hiver to collaborate on responses seamlessly. - Timely and consistent follow-ups
Hiver’s Automation ensures timely follow-ups are sent when customers haven’t replied, keeping communication active and responsive. - Consistent, professional messaging
With Email Templates and Shared Drafts, the team responds to common queries with polished, pre-approved content—maintaining a unified tone and reducing response time. - Effortless organization and prioritization
Tags help categorize conversations—support, sales, partnerships, etc.—so nothing gets lost. Combined with role-based Assignments, every message is handled by the right person at the right time. - SLA tracking and analytics for improved accountability
ThemeSelection has integrated SLA tracking and analytics into their daily workflow. This has helped the team reduce response times, ensure regular follow-ups, and stay consistently connected with customers—resulting in more accountable and measurable communication performance.
This structure helps the team maintain focus, manage priorities better, and respond to customers with greater consistency and care.
“The fact that Hiver works right inside Gmail was a game changer for us. Our team didn’t have to learn a new tool—we just picked it up and started collaborating more efficiently almost instantly.”
The measurable impact of a more streamlined workflow
Since implementing Hiver, ThemeSelection has experienced meaningful improvements across several areas of customer engagement and team performance:
- 30% improvement in response times
Clear visibility and structured workflows have reduced delays in handling customer queries, ensuring more timely and personalized responses.
- 3–5 hours saved weekly
By reducing the need for manual triaging and having to follow up with customers manually, the team has reclaimed valuable time to invest in higher-impact activities.
- 15–20% boost in customer satisfaction
Customers have noticed faster response times, improved clarity, and better conversation continuity, leading to a measurable increase in satisfaction and positive feedback.
“Hiver helps us deliver world-class support without adding complexity. It’s made our customer service faster, more consistent, and far more collaborative.”
Collaborative culture strengthened through shared visibility
One of the most valuable outcomes of adopting Hiver has been enhanced collaboration. Because the team can now see which queries are being handled—and by whom—it’s easy to coordinate without stepping on each other’s toes.
In one instance, pre-sales queries that previously overlapped with technical conversations are routed automatically to specific team members. This change brought:
- Greater focus for team members
- Reduced internal back-and-forth
- Faster, more relevant responses for customers
“We’re all on the same page now. That shared visibility has really helped us work together more effectively.”
Conclusion: Building stronger customer relationships through smarter communication
Hiver has helped ThemeSelection elevate its approach to managing customer and partner communication—bringing clarity, consistency, and efficiency to every interaction.
With time saved, responsibilities clarified, and satisfaction levels rising, the team can now focus more on delivering exceptional digital products while maintaining meaningful relationships with their growing global customer base.
“Hiver helps us stay connected with our clients—more efficiently and more professionally. It’s become an essential part of how we work.”
Ajay Patel
Founder
