Hiver is an easy-to-use solution that helps you manage customer conversations from Gmail. It brings all the features of a help desk - straight to your inbox. It helps your team collaborate better and provide an amazing experience to your customers.
Assign emails to your team as actionable tasks, in just a click from Gmail (no forwarding emails or cc’ing teammates). Every email is accounted for - nothing ever falls through the cracks.
Delegate emails in one click
Stay on top of your team’s workflows - with full visibility into ownership and status of emails (Open, Pending, or Closed). Set up SLAs to ensure your team never delays sending a reply.
Send on-time responses
Automatically route and assign customer emails to your team members, based on the subject line, sender, and more. With less grunt work, your team focuses on what really counts - keeping customers happy.
Assign emails automatically
The best decisions are driven by data. With Analytics, you get insights into how your team has been engaging via email, and how happy customers are with your support - without even stepping outside Gmail.
Track key metrics
Save canned responses as centralized Email Templates that your entire team can use. Collaborate on responses in real-time by sharing email drafts, instead of endless back-and-forth emails.
Work together on email replies
Teams that collaborate faster help the customer faster. Notes helps team members discuss emails without sending more emails or switching to chat apps. Notes live right next to emails and can be easily referred to in the future.
Have contextual discussions
With Hiver, I have much better visibility into where an issue is on the resolution path. And we’ve stopped missing emails. I would say trying to achieve this level of team coordination without Hiver would take 50-100% more time. Working without Hiver would be extremely difficult. It is essentially like having an “additional person” on my team
Nathan Strang Ocean Freight Operations Manager, Flexport
Because Hiver is accessible anywhere, our remote staff has the ability to assist their teams with answering emails. Should they have a specific question for their teammates, they utilize the Notes function to leave messages. Hiver doesn’t bind our employees to have to be in the office to be productive.
Jennifer Nguyen Operations Associate, New Hope Fertility Center
From a leadership perspective of managing a team, Hiver has some immense benefits. It gives managers high visibility into the team and how they’re doing. It makes it extremely easy to see the response to emails, and track the average first response time.
Johanny Rodriguez Associate Director of Account Managers, Bergen Logistics
Hiver does away with common help desk problems - like unfamiliar interface,
steep learning curve, and complex workflows. And that helps teams across
companies work more productively.
Customer service teams need prompt support more than anyone else. Hiver understands that and diligently helps customers 24 hours 5 days a week. Hiver’s team of happy support reps is trained to actively listen and provide custom solutions.
Hiver’s customer support team is really impressive - they proactively seek feedback and are dedicated to understanding their clients' needs. High performing product, great service, low cost.
Kate Sullivan
General Counsel (Legal), Lonely Planet
Hiver required minimal training or workflow changes as it integrated nicely with Gmail. Other solutions required yet another system to log into, plus a complete mind shift in the way the team approached and used email.
Virginia Trowbridge
Pulse Manager, Reali
It’s like how you never had to learn to use Gmail - Hiver is actually that simple. You manage emails the same way you always have. There are no new terminologies to learn. Teams that use Hiver focus solely on keeping customers happy - instead of negotiating through a complicated interface.
Customers don’t want to receive corporate-looking robotic emails - it de-humanizes the whole experience. With Hiver, you have direct interactions with customers - there are no impersonal ticket numbers involved. Just human-to-human conversations that help you build a rapport with customers.
I thought about using a ticketing solution but decided against it. I’ve interacted with the support team of companies that use one. And the emails they send don’t have a pleasant look. Also, I’d get a confirmation email every time I raised a request and every time a request was resolved. Too many unnecessary emails!
Bartek Marczak
Operations Associate, BNI Alberta
Hiver’s global search capability is uniquely amazing. A lot of other customer service solutions completely failed at the ability to search. Their search was so bad that you had to be a junior developer to be able to find an email, especially across mailboxes. Whereas, with Hiver, almost 100% of the time, I can easily find an email.
James McNeil
President & CEO at Daybreak Metro
Hiver’s search works right on top of Google - and makes looking for older customer conversations incredibly simple. You can search across team inboxes from one place, instead of searching through every inbox separately. You can even use the good old Gmail operators like ‘To’, ‘From’, ‘Subject’, and more.
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