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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

Trusted by over 1500 companies

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Maintain high customer service standards

Deliver excellent customer service with SLA monitoring

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

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Trusted by over 1500 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

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Analytics

Track all your key customer service metrics in real time with rich, visual reports and help your team always stay on top of their game.

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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.