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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Deliver excellent customer service with SLA monitoring

Service Level Agreements (SLAs) help manage customer expectations and keep support teams accountable for timely resolutions. With Hiver, teams can set up and modify help desk SLAs to prioritize queries and deliver outstanding support.

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Trusted by over 2000 companies across the world

Meet our customers

Track and manage emails smartly with SLAs

Address customer conversations timely with SLA-based reminders
Prioritize emails better by comparing their defined SLA in Gmail list-views
Easily distinguish between First Response Time and Resolution Time SLAs
View all overdue & due soon conversations in just a few clicks

Configure SLAs effortlessly

Create, edit or delete SLAs in just a few clicks using Hiver’s intuitive interface
Configure SLA violation conditions depending on the types of emails

Configure multiple SLAs

Set up different SLAs for different email categories
Configure multiple SLA rules to prioritize and track email responses

Handle SLA violations
with ease

Ensure smooth escalation of all SLA violations
For any violation, Hiver automatically notifies teams with an ‘SLA violation’ tag on the email

Set up Business Hours for your shared inboxes

Define operating hours for all your shared inboxes
Manage SLAs based on your team’s business hours
Set up custom business hours if you have a global customer base or teams across multiple time zones

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

More Hiver
features you’ll love

Customer Surveys (CSAT)

Measure customer satisfaction and collect feedback from your customers by sending a short survey at the end of emails.

Explore Customer Surveys (CSAT)

Analytics

Track all your key performance metrics with rich, visual reports. Help your team always stay on top of their game.

Explore Analytics

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 where an issue is on the resolution path. And we've stopped missing emails. It is essentially like having an additional person on my team.