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Use Google Workspace? Meet Hiver, a solution that helps you manage customer interactions from your Gmail inbox—instead of an unfamiliar external software.
Email Delegation helps you assign customer emails to your team without forwards or Cc’s. Every email is accounted for—team members know exactly what they have to work on—no email ever goes unattended.
Delegate emails with ease
Give every customer email a status (Open, Pending, or Closed) and track the progress on them in one glance. Email status is visible to everyone on your team, which helps in keeping members on the same page.
Send timely responses
Take the grunt work out of customer service. Distribute workload with round-robin, auto-assign emails based on rules, and more. Less manual work means your team has more time to do the real work — delight customers.
Assign emails automatically
Analytics gives you deep insights into how your team has been engaging via email—and how happy customers are with your support. Identify areas of improvement and fix them.
Track key metrics
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
Save canned responses as centralized Email Templates that entire teams can use. Collaborate on email responses in real-time with Shared Drafts, instead of endless back-and-forth emails.
Work together on email replies
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
We love Hiver. It is simple to install, simple to use, and instantaneously takes the pain out of email management. Also impressive are the team who support it - 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
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 the drawbacks of legacy help desk solutions - like clunky interface,
steep learning curve, and delayed email syncs. Here are a few companies that
skyrocketed their support processes with Hiver:
Hiver helps teams manage customer interactions right from Gmail, instead of switching to a new and unfamiliar system. There are no training sessions involved—no new terminologies to learn. Teams powered by Hiver focus solely on delivering great customer service, and not negotiating through complex interfaces.
The best part of Hiver is that it is still Gmail. It was a tool that we already knew, and Hiver helped us expand its functionalities.
Jędrzej Dąbrowski
Project Manager, Travelist
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
Hiver adds customer service capabilities to your inbox—without modifying your existing emails, labels/folders, and filters. Email threads continue to appear as they always have. Your current workflows are not disrupted in any way.
Deep-dive into your team’s performance metrics and customer satisfaction ratings—without leaving Gmail. You can effortlessly track every aspect of individual performance, including overall workload, response and resolution times, among others.
Hiver checked all of the right boxes, but what really helped us become successful with Hiver was the ability to measure analytics right out-of-the-box.
Christina O' Connor
Finance Manager at Arrive Logistics
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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