Use Gmail for work? Meet Hiver, a solution that helps you manage customer interactions from your inbox—instead of an unfamiliar external software. It means fewer headaches for your team, and a great experience for your customers.
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 easeGive 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 responsesTake 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 automaticallyAnalytics 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 metricsTeams 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 discussionsSave 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 repliesHiver 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.
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.
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.
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’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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