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 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.
Get insights into workload distribution, SLA violations and team performance. Improve your customer service by measuring metrics specific to your business with custom reports.
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.
Nathan Strang
Ocean Freight Operations Manager, Flexport
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.
Dakotah Shore
IT Manager, WS Display
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.
Sonia Cruz
Owner Care Manager for South America, Vacasa
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.
Loved by G Suite customers across 30+ countries
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.
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.
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.
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.
