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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
    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

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