Gmail was not designed for customer service

Love Gmail but fed up of messy tags and missed emails? Meet Hiver—a solution that turns your Gmail into a customer service platform.

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Supported Browsers : Chrome

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Trusted by over 1500 companies

A new collaborative Gmail your agents will love

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Email delegation

Assign emails as tasks to your team with a single click. Assign ‘Open’, ‘Pending’ or ‘Closed’ statuses to emails and track their status.

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Notes and @mentions

Communicate with your team seamlessly, minus Cc/Bcc/forwards. Use @mentions to notify your teammates when needed.

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Collision alerts

Write notes to teammates to have quick discussions, minus Cc/Bcc/forwards. Use @mentions to notify someone.

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Tags

Categorize different kinds of customer issues with Email Tags. Filter emails based on tags for quick action.

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Hiver helpdesk

Helpdesk like collaboration within Gmail

With Hiver, your team can collaborate on shared inboxes like support@, services@ from Gmail. No more missed emails. No more asking around for status.

Hiver helpdesk

Automate your workflow and kill grunt work

Hiver takes away the grunt work out of customer service. Automate repetitive tasks that kill your team’s productivity by auto-assigning emails. Distribute work with round-robin assignment.

Hiver helpdesk

Find areas of improvement in your customer service

Get insights into workload distribution, SLA violations and team performance. Improve your customer service by measuring metrics specific to your business with custom reports.

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Hiver text quotes

Using Gmail, we were missing a lot of emails. I had no way of monitoring workflows or how long it took us to reply to emails. With Hiver, I have better visibility into where an issue is on the resolution path. It’s like having another person on my team.

Hiver text quotes Nathan Strang Ocean Freight Operations Manager, Flexport
 hiver customer reali
 hiver customer virginia  hiver customer virginia
Hiver text quotes

We tried Google Groups and it did not work very well. We didn't want our team to spend time on training. It was really cool that we found Hiver. I am so excited that the service works right inside Gmail and has all the functionalities you need to do deliver a great customer support experience.

Hiver text quotes Dakotah Shore IT Manager, WS Display
 hiver customer reali
 hiver customer virginia  hiver customer virginia
Hiver text quotes

Inside Google Groups, there was no way to know how an agent is doing. With Hiver, we reply faster to clients. The support team does not have to deal with unfamiliar Google Groups interface. I can see how the workload is distributed within my team. We are more organized than ever.

Hiver text quotes Sonia Cruz Owner Care Manager for South America, Vacasa
 hiver customer reali
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Vacasa delivers 80% faster
support with Hiver

The travel company improved its average response
time by 60%, improved agent productivity by another
60% and saves almost 17000 hours a month - all while
doing customer support from Gmail.

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Loved by G Suite customers across 30+ countries

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Frequently Asked Questions

How can I use Gmail as a helpdesk? Drop Down

You can use Gmail as a helpdesk by creating a dedicated support email account, organizing emails with categories and labels, and grouping important clients in Gmail by sender filtering. You can also speed up your work by knowing the shortcuts and automatically escalating some customer issues with forwarding filters.

However, services like Hiver help you supercharge your Gmail inbox and use it as a full-fledged helpdesk solution.

What are some features in a Gmail helpdesk?Drop Down

A Gmail helpdesk powered by Hiver helps you delegate customer issues to other team members seamlessly, track their statuses with ease, and write notes to teammates to have quick discussions without having to use Cc, Bcc, or Forwards.

It also allows you to avoid duplicate responses and get real-time alerts when someone is responding to an email that you’re also looking at. Another advantage of using a Gmail helpdesk is the ability to categorize and filter different kinds of customer issues using Email Tags.

What are some advantages of using Gmail as a helpdesk?Drop Down

The most significant advantage of using Gmail as a helpdesk is that it helps you have personal conversations with customers. There are no ticket numbers, no robotic-looking emails, no impersonal conversations. All your customers see is a friendly email.

There is also hardly any learning curve when using Gmail as a helpdesk due to its familiar UI - no training guides, painful onboarding, long transition times, and the cognitive load of using a complex software for simple tasks.

How can I set up a Gmail helpdesk for my team?Drop Down

Installing Hiver adds a layer of functionality on top of Gmail — so that customer service teams can manage emails in a structured and efficient way. Your team will be able to manage customer conversations right from their work inboxes without constantly switching between tools and tabs.

Join the 7000+ teams that are using Hiver to deliver a great customer experience

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Supported Browsers : Chrome