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

Trusted by over 1500 companies

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Improve quality of business communication with real-time insights

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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See how Hiver works

*No credit card required

Trusted by over 2000 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 business communication
Analyze the number of unique interactions, 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 conversation trends

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 contacts having the highest workload across different conversation stages
Such as active, new or resolved conversations

Monitor SLA
performance centrally

View detailed SLA compliance and violation reports for each email conversation
Get in-depth insights using filters for SLA policy, FRT violation time, and RT violation time
Analyze SLA trends in your preferred way with custom SLA reports
Schedule regular SLA reports to stay on top of SLA performance

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

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 resolutions, track SLA violations, and define business hours for your team.

Explore SLA and Business Hours

View All Features

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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