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Meet Hiver, the friendly Zoho Desk alternative that works right inside Gmail. Instead of navigating the hurdles of a conventional help desk, your team can hit the ground running and deliver an amazing customer experience.
With Email Assignment in Hiver, you can easily turn emails into actionable tasks and delegate them to your teammates. Every email is accounted for, and every member of your team knows exactly what they have to work on - no more emails falling through the cracks.
Assign emails in one click
Get complete visibility into the ownership of customer emails and their status (Open, Pending, Closed). Set up SLA policies to ensure your team never delays a response to a customer.
Send on-time responses
Email Notes in Hiver gives your team instant chat-style collaboration right beside email threads. These Notes are private, searchable, and help team members discuss customer issues without switching to chat/collaboration apps.
Have contextual discussions
The best decisions are driven by data. With Analytics in Hiver, you can instantly generate in-depth, visual reports to see how your team has been engaging with customers via email. You can even create Custom Reports to suit your diverse business needs.
Make data-driven decisions
Take the grunt work out of customer service with Automations in Hiver. Create rule-based automations to help you automatically assign emails, change statuses, and add tags. Help your team focus on what matters most — delivering customer delight.
Automate mundane tasks
Ensure that multiple users don’t work on the same email and prevent email collision (and duplicate email responses) with Collision Alerts. Get alerted in real time when another customer service rep starts working on an open email draft.
Prevent email collision
Hiver helps us have natural conversations with customers. It’s so much better than the “here’s your ticket number—stand in line” model we had before.
Scott Gellatly General Manager, itGenius
My team and I are familiar with the Gmail interface. And unlike help desks, Hiver allowed us to leverage that familiarity and use it in a way that reduces email noise, duplication of effort, and wasted time.
Joshua Fialkoff COO, Specialty Box & Packaging Co.
I thought about using a ticketing solution but decided against it. The emails they send don’t have a pleasant look. Also, I’d get a confirmation email every time I raised a request or a request was resolved. Too many unnecessary emails!
Bartek Marczak Operations Manager, BNI Alberta South
Hiver does away with the drawbacks of legacy help desk solutions - like clunky interface, steep learning curve, and delayed email sync. And that helps teams across.
Hiver helps teams manage customer interactions right from Gmail, instead of switching to a new and unfamiliar system. There is no training involved—no new terminologies to learn. Teams powered by Hiver focus solely on delivering great customer service and not negotiating through complex interfaces.
What’s really awesome about Hiver is that it works out of Gmail. So, the UI is very familiar, and that’s made it easy for my team to get used to it.
Christian Sibayan
Manager – Field Operations and Systems, Oxford Business Group
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 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.
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.
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
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