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Hiver is like having another person on my team. Achieving this level of coordination without Hiver would take 50-100% more time.

Nathan Strang Ocean Freight Operations Manager, Flexport

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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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Trusted by over 1500 companies across the world

Meet our customers

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

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

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

Such as active, new or resolved conversations

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

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

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

More Hiver
features you’ll love

Automations

Leverage Hiver’s powerful rule-based automations and automate mundane and repetitive help desk tasks.

Explore Automations

SLA and Business Hours

Set deadlines for customer issue resolutions, track SLA violations and define business hours for your customer service team.

Explore SLA and Business Hours

Find out more

Maximise customer delight with the wide range of features offered by Hiver

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Our customers love us
for good reason

With Hiver, I have much better visibility into the resolution path of issues. And we’ve stopped missing emails!

Nathan Strang Ocean Freight Operations Manager, Flexport
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Using a separate helpdesk wasn’t appealing for us. We’ve always focused on responding quickly and accurately to our team members, and with Hiver, we’ve only gotten better.

Brennan Hicks People Operations Project Manager, Clutter
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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.

Christian Sibayan Manager - Field Operations & Systems, Oxford Business Group
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