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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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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
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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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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.

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Nathan Strang
Nathan Strang

Ocean Freight Operations Manager

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