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.
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.
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.