Looking for something simpler than Zendesk? Meet Hiver, a customer service solution that works on top of Gmail. It brings all the features of a help desk - straight to your inbox.
Assign customer emails to your team in a single click. Agents know exactly what they have to work on. Every email is accounted for - no misses.Delegate emails with ease
Track conversations as ‘tasks’ that have statuses: Open, Pending, and Closed. And with SLAs, never delay sending a reply to a customer.Send timely responses
With Notes, team members discuss emails, or share information, right next to the email thread. No more sending internal emails, or resorting to external chat applications.Have contextual discussions
Shared Drafts help agents work together on composing emails in real-time. Collision Alerts ensure two agents never end up responding to the same query.Avoid duplicate responses
Distribute workload with round-robin, auto-assign emails based on rules, and more. With less manual work, your teams get more time for the real deal - delighting customers.Assign emails automatically
Get deep insights into how your team is doing on responding to and resolving customer queries. Find out who’s doing it well, and who needs help.Track key metrics
It’s easier to make a mistake when the software is complicated. We tried Zendesk, Salesforce, and many other tools. They were all unfamiliar and complicated. Emails often disappeared into the complexities of the system.James McNeil President & CEO, Daybreak Metro
Zendesk is a heavy solution that needs multiple integrations. We did not want to create new processes. We wanted a solution that helps us manage emails better, without complicating existing workflows. And we found Hiver. I am happy that our customers are getting a much better experience - now that we’re using Hiver.Michelle Reznick Billing and Collections Team Leader, AppsFlyer
Hiver does away with the drawbacks of legacy help desk solutions - like clunky interface and delayed
email syncs. Here are a few companies that skyrocketed their support processes with Hiver:
Hiver helps you manage customer conversations right from Gmail. There’s hardly anything to learn or adapt to. You don’t have to create brand new workflows or learn new terminologies. Teams that use Hiver focus solely on keeping customers happy - instead of negotiating through a complicated interface.
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.
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!
Customers don’t want to receive corporate-looking robotic emails or search through their inbox for a ticket number. With Hiver, you have direct interactions with customers - there are no impersonal ticket numbers involved. Just human-to-human conversations that help you build a rapport with customers.
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.
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 is very straightforward and intuitive to set up. Onboarding took only about 2-3 hours. It was very easy to learn the basic functionality. We understood Hiver pretty quickly.
Hiver is super easy and impressively fast to set up. There are no training manuals involved. No heavy-duty software deployments. Just a quick product tour and you’re ready to start using it. Teams get up and running without a hitch.
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