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Get deep, actionable insights

Improve customer service with real-time data

Use Hiver’s Analytics to get clear insights into your team’s performance and identify improvement areas. View multiple report types with a single click, all within Gmail. Hit “Analyze” and instantly deep dive into the data for detailed insights.

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Measure what matters with Conversation Reports

  • Hiver’s Conversation Reports help you see how your team has been managing conversations with customers
  • Analyze the number of unique conversations, individual turnaround time and average resolution time for conversations

Identify star performers with User Reports

  • User Reports help track every aspect of individual team member performance
  • Track the key performance metrics of all team members
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    Overall workload, response times, resolution times, Customer Satisfaction (CSAT) ratings, among other metrics
  • Get deeper insights into who your top performers are and what’s working for them
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Get in-depth insights
with Tag Reports

  • Tag Reports help you keep a track of email conversations by their tag names
  • Use Tag Reports to identify trends in conversations and common roadblocks
  • Use the insights from Tag Reports to define better mitigation strategies

Identify and track trends in customer conversations

  • Get the workload, performance, and CSAT for all customer contacts and companies
  • View and track all metrics individually for any contact or company
  • Get a quick overview of customer contacts and companies having the highest workload across different conversation stages
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    Such as active, new or resolved conversations
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Get actionable insights on your live chat support New

  • Understand the volume of chats handled by your team
  • Improve your customer service by tracking key live chat metrics
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    First Response Time and Resolution Time
  • View the CSAT scores left by your website visitors, and incorporate their feedback proactively
  • Track your team's workload and performance effectively

Track customer happiness with CSAT Reports

  • Use Hiver’s CSAT Reports to see customer feedback in their words, in real-time
  • Track and compare individual team member’s performance and train your team accordingly
  • Craft better experiences for your customers
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Build your own reports with Custom Reports

  • Customize and build reports the way you want - without writing a single line of code
  • Create reports independently without having to rely on external tools or data analysts
  • Save your Custom Reports for easy access

Take your reports with
you wherever you go

  • Export data from Hiver’s reports into CSV files and carry your data wherever you go
  • You can share the CSV files with other members in your company or upload them on any tool
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