President, Daybreak Metro
We tried Zendesk, Salesforce, and pretty much everything that’s out there. They were all unfamiliar and complicated. Going through the training and understanding how the system works was exhausting. Emails would sometimes disappear because we didn't understand the complexities of the system. It’s easier to make a mistake when the helpdesk is complicated. We arrived at Hiver and felt like this is exactly what we were looking for all these years.
Delegate customer emails with a single click. Track emails as actionable tasks that have a status: Open, Pending, and Closed. Email status is visible to every team member, which helps in keeping everyone on the same page.Simplify email delegation
Communicate seamlessly by using Hiver notes with @mentions to loop in your teammates when needed. Get clearly notified if you and your teammates are replying to the same email.Have contextual discussions
Hiver takes care of all the grunt work that comes with customer service so that you can focus on the real task at hand - delighting customers. Distribute workload with round-robin, auto-assign emails based on rules, and more.Automate email assignment
Get in-depth analytics to identify road-blocks. Track SLA violations and manage team performance better with workload insights. Understand customer sentiment through customer surveys.Analyze key metrics
Searching for older emails is an inescapable part of customer service. Hiver’s search works on top of Gmail’s - thereby offering the most accurate search experience. You can search for any email easily using Gmail operators like, ‘From’, ‘To’, ‘Subject’, ‘Attachment’, among others.
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.
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 mindshift in the way the team approached and used email.
Say goodbye to painful training guides, onboarding, long transition time and the cognitive load of using a complex system for simple tasks. With Hiver, get everything you need from a helpdesk while living from the familiar and simple Gmail interface.
Hiver helps teams build a personal rapport with customers by allowing direct interaction. No impersonal ticket numbers, no weirdly formatted emails, no annoying auto-responders. Just real human-to-human conversations.
I thought about Zendesk but decided against it. I’ve interacted with the support teams of companies that use Zendesk 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!
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The research firm ditched a helpdesk and ended up increasing average ticket resolution time by 50%. Not only that, now they have a 100% SLA completion rate. Find out how they got here.Read more