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Use your email inbox+Hiver to run a Multi-Channel Help Desk
Works within your inbox's user-friendly environment - no learning curve, no hassles.
Say goodbye to complex setups. Get up and running immediately with no need for training or tedious data migration.
24x7 real-time, Personalized customer support across all plans. Experience a support system that's always there, always ready.
Encounters a steep learning curve due to an unfamiliar UI, demanding initial setup and orientation.
Often necessitates comprehensive training and time-consuming data migration.
Offers 24x5 live chat support, but only on select plans. Potential follow-ups and escalations add to the complexity.
| FEATURES |  |  |
|---|---|---|
| Interface | Complex, takes time to set up. Some users find it cumbersome and slow. | Simple and quick to set up, built within your inbox. |
| Customer support and service | 24/7 email support in free plan; phone and chat support only in paid plans and only on weekdays. | 24/7 chat and email support across all plans. |
| Suite of Customer service tools | Comprehensive suite for diverse needs. | Streamlined, email-based, focuses on simplicity |
| Dynamic Canned responses | Static templates that require manual updating. | Dynamic, personalized, auto-adjusting responses. |
| Analytics | Offers analytics, but within its portal, making data analysis time-consuming and complex. | In-depth, easy-to-understand, personalized support performance analytics. |
| Automation | Includes ticket dispatch, time/event-triggered automation, and OmnirouteTM. | Offers rule-based automation, AI bot, round robin assignment, and body-search automations for advanced email management. |
Hiver allows you to serve your customers via email and chat without forcing you to leave your inbox. You don’t have to change your behavior or learn a new interface.
Freshdesk's UI can be cluttered, slow, and buggy. The configuration is complicated, and it comes with a steep learning curve.
Hiver offers uninterrupted 24x7 real-time and personalized chat and email support across all plans.
With Freshdesk, your tickets will often be escalated and require continuous follow-ups. Since they only offer 24x5 chat support on specific plans, you’ll experience delay in resolutions.
Hiver comes with a host of highly customizable reports. You can easily access insights at a granular level about your workload distribution and your team's performance.
Freshdesk’s reporting is limited and complicated to configure. For example, Freshdesk doesn’t let you sort your agents’ performance and efficiency by customers. GET ACTIONABLE INSIGHTS
| FEATURES |  |  |
|---|---|---|
| Quality of support | 9.3 | 8.8 |
| Ease of setup | 9 | 8.6 |
| Meets requirement | 9.0 | 8.6 |
| Good partner in doing business | 9.3 | 8.8 |
| Product Direction (% Positive) | 9.1 | 8.7 |
| Response Automation | 8.8 | 8.5 |
| Ticket Collaboration | 9 | 8.7 |
| Reporting | 8.5 | 7.9 |
| Chat/Live Support | 8.9 | 8.5 |
| Dashboards | 8.6 | 8.3 |
With Hiver, I have much better visibility into the resolution path of issues. And we’ve stopped missing emails!
Nathan StrangOcean Freight Operations Manager
Hiver is a very friendly tool. It does away with the complexities of a ticketing system. Everything about it is so simple to use.
Christian SibayanManager - Field Operations and Systems
Hiver helps our team easily manage customer interactions, identify trends, and use data to celebrate progress.
Taylor GarceauProgram Manager, Customer Success, Cohere Health
Since we started using Hiver to manage customer queries, I’ve seen a huge uptick in the efficiency levels of our staff.
Jennifer NguyenOperations Associate
Hiver helps us have natural conversations with customers. It’s so much better than the ticketing model we had before.
Scott GellatlyGeneral Manager
I look at Hiver as a detail-oriented person who keeps everyone on the same page and ensures no information gets lost.
Bartek MarczakOperations Manager
Hiver is simple and no-fuss. We were able to hit the ground running from day 1, and the customer service is fantastic.
Luke ThompsonCo-owner
Hiver has come along as a trustworthy, discerning, and dependable sidekick that has helped us manage our emails better and faster.
Hiver is extremely easy to use. We were able to hit the ground running right from day one. Plus, their customer service is fantastic!
We're 100% Gmail. Working on customer queries from Gmail was exactly what we needed. Moreover, moving to Hiver was a painless affair.
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