Collecting accurate customer feedback is a crucial attribute of providing good customer service. With quantifiable data, you’ll know how well your team is performing and where there is room for improvement. Customer Surveys are a great way to gather customer feedback and measure satisfaction levels.
Customers are most likely to give accurate feedback and satisfaction ratings when it is collected proactively and immediately. With Hiver, you can instantly capture customer feedback with our simple customer surveys which can be inserted at the end of an email at the click of a button.
Hiver gives you complete control over which emails should contain surveys and which ones shouldn’t. Hiver admins can choose to enable surveys for all emails or give team members the ability to add surveys to email conversations at their discretion.
With Hiver’s Customer Satisfaction Reports, see all of the feedback in your customers’ own words — in real-time. These visual reports allow you to track and compare individual team member’s performance to see who is working well, who isn’t working well, and train your customer service team accordingly.
Set deadlines for customer issue resolutions, track SLA violations and define business hours for your customer service team.
Explore SLA and Business Hours
Track all your key customer service metrics in real time with rich, visual reports and help your team always stay on top of their game.
Hiver is a very friendly tool. As it sits inside Gmail, it doesn't give you an alien feel. It does away with the complexities of a ticketing system. Everything about it is so simple.
Manager - Field Operations and Systems at Oxford Business Group