Hiver

Hiver: World's First Gmail-based Customer Service Helpdesk

4.7 /5 (72 reviews) Write a Review!

Hiver Overview

What is Hiver?

Hiver is the world’s first helpdesk built for Google Workspace. We help teams deliver fast and empathetic customer service, right from the tool they are already familiar with - Gmail.

This means they can assign, track, and collaborate on customer emails, as well as run the most advanced analytics and automations from the Gmail interface, without sacrificing any time on learning new software or switching tabs.

Hiver helps over 1500 companies - ranging from new-age unicorns to traditional enterprises - deliver a better experience to their customers. Companies like Canva, Lonely Planet, Flexport, Pluralsight, Oxford Business Group, and Upwork, among others, are powered by Hiver.

Hiver has all the powerful features of a helpdesk, yet the simplicity of Gmail. Here are a few:

KEY FEATURES

Collision Alerts - Get alerted when someone is responding to an email. Avoid duplicate and conflicting responses.

Email Tags - Email tags for shared inboxes help you organize your emails by categories.

Auto Assignment - Automatically assign emails to your team in a Round-Robin manner for faster responses.

Email Templates - Save canned responses as templates. Share them with your team.

SLA & Business Hours - Set the right expectation for your team. Never drop the ball on customer queries.

Analytics - Track all your key customer service metrics. Identify areas of improvement and fix them.

Customer Surveys (CSAT) - Measure customer satisfaction by sending a short survey at the end of emails.

Workload Distribution - Optimize your team's workload in a single click.

Hiver Overview

Pricing

Starting from
$11.00/month

Pricing options

Free Trial
Subscription
Value for money

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.


Hiver Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China, India
Supported Languages
English

Media

Assign Emails with Hiver
Collaborate with your team using Notes
Get rid of grunt work with Automations
Measure what matters with analytics
Prevent duplicate responses with collision alerts
Hiver video Hiver video Hiver video Hiver screenshot: Assign Emails with Hiver Hiver screenshot: Collaborate with your team using Notes Hiver screenshot: Get rid of grunt work with Automations Hiver screenshot: Measure what matters with analytics Hiver screenshot: Prevent duplicate responses with collision alerts

Hiver Reviews

Hiver Reviews

Overall rating
4.7
/
5
Excellent
56

Very good
13

Average
0

Poor
1

Terrible
2

Value for Money
4.6
Features
4.6
Ease of Use
4.6
Customer Support
4.7
96% recommended this app
Brian del terzo C.

We are so pleased to have found Hiver!

It is easy to administrate, very user friendly, and the support is phenomenal. I don't think I've ever waited more than a few seconds for a response from a member of their friendly and extremely competent support team.


Nick J.

Hiver is the absolutely best Shared Inbox service and helped us optimizing our workflows by...

We tried several providers of Shared Inboxes and we ended up staying with Hiver for the solely reason that they choose to focus on the core aspects of mail management and not various other features, that businesses at our size usually use other Sales or Project services for. We have used Hiver for more than a year now and it has so far saved us from hundreds of hours by providing us with a great overview and management of all incoming mails/task to be taken care of. The service is not the cheapest on the market, but it's absolutely worth every penny. Hiver has given us the opportunity to work more effective, close deals faster, collaborate better resulting in overall higher turnover since we started using the tool. It integrates smoothly with G Suite and we would highly recommend this tool for any business.


Verified Reviewer

Extremely useful, a little finicky

The usefulness just can't be beat, despite some challenges, it remains worthewhile


Andrea G.

Awful experience!!! After integrating this tool, my clients stopped receiving my emails.

None. Hiver completely derailed our operations at a period of peak media coverage.


Bryn S.

Hiver has been a game changer our account management team!


Brian del terzo C.
Industry: Professional Training & Coaching
Company size: 11-50 Employees

We are so pleased to have found Hiver!

Used Daily for 2+ years
Reviewed on 25/06/2020
Review Source: Capterra

It is easy to administrate, very user friendly, and the support is phenomenal. I don't think I've ever waited more than a few seconds for a response from a member of their friendly and extremely competent support team.

Pros

The collaboration between Hiver and G-Suite to create a cohesive team environment has allowed us to better collaborate together to improve the customer experience. We can assign emails internally, share inboxes and disposition emails as open, pending, or closed - chat about 'tickets' in the Hiver side bar, and step in to assist on existing email chains without having to forward emails to different departments or members across the team.

Cons

I'd love to be able to create a 'ticket' within Hiver on behalf of a customer. Currently tickets can only be created based on an email interaction between a customer and our company.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Nick J.
Industry: Translation & Localization
Company size: 2-10 Employees

Hiver is the absolutely best Shared Inbox service and helped us optimizing our workflows by 50%.

Used Daily for 1+ year
Reviewed on 29/06/2020
Review Source: Capterra

We tried several providers of Shared Inboxes and we ended up staying with Hiver for the solely reason that they choose to focus on the core aspects of mail management and not various other features, that businesses at our size usually use other Sales or Project services for. We have used Hiver for more than a year now and it has so far saved us from hundreds of hours by providing us with a great overview and management of all incoming mails/task to be taken care of. The service is not the cheapest on the market, but it's absolutely worth every penny. Hiver has given us the opportunity to work more effective, close deals faster, collaborate better resulting in overall higher turnover since we started using the tool. It integrates smoothly with G Suite and we would highly recommend this tool for any business.

Pros

The mail management part is alfa omega. Its the core of this service, that makes it stand out from competitors. This tool allows you to manage hundreds of mails weekly without losing the overview. It integrates smoothly with G Suite, so are you already comfortable with Gmail, then you cannot miss Hiver!

Cons

Setting rules for the automations could be optimized to handle more criteria and it would be great to be allowed to bulk add email adresses instead of manually adding one by one. It works though and its great.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Internet
Company size: 51-200 Employees

Extremely useful, a little finicky

Used Daily for 1+ year
Reviewed on 11/12/2020
Review Source: Capterra

The usefulness just can't be beat, despite some challenges, it remains worthewhile

Pros

Hiver has a tremendous amount of useful functionality, specifically for a collective inbox setup. It integrates easily and intuitively with gmail and is easy to operate from the admin pannel

Cons

Customer support is responsive and friendly, but I've found challenges successfully communicating issues and solutions with them. Some of the automated trigger functions, which highly useful, can be a little too finicky to be fully reliable

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Andrea G.

Awful experience!!! After integrating this tool, my clients stopped receiving my emails.

Used Daily for 1-5 months
Reviewed on 04/03/2018
Review Source: Capterra

None. Hiver completely derailed our operations at a period of peak media coverage.

Pros

Hiver features initially seemed great. I was eager to make use of their promised benefits. Unfortunately, Hiver completely halted our operations for over a week and lost us a great deal of business. Throughout it all, their team was unapologetic and dismissive of the role that Hiver had in derailing our email communications with clients. Rather than seeing this as an opportunity to resolve and repair clear technical defects, they blatanly blew off our repeated requests for support.

Cons

I tested out many collaborative email tools before deciding to go with Hiver. I was impressed by the intuitive design, canned response functionality and mobile app. Unfortunately, several days after installing the tool, we began to suspect that our clients were not receiving our emails consistently. I reached out to Hiver several times over the course of a few days and received no response. This lapse in email functionality coincided with some significant and favorable press coverage - our site traffic was nearly double what it normally was - and yet we went for 10 entire days without a single new client at a time when we would normally have 10-15 new clients typically. I tried for an entire week to engage help from the Hiver team. They insisted - and continue to insist- that their tool does not impact email sending functionality. I would beg to differ. As soon as I uninstalled Hiver, my communications with clients returned to normal. On a final note, to top this off, my team and I are 3 women. When we called Hiver's India-based support team, they were loudy making obvious, derogotary remarks about our being female and unable to understand their tool - calling us 'Dumb Blondes'. Highly inept and unprofessional team. Also worst nightmare for a growing startup!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Bryn S.
Industry: Information Technology & Services
Company size: 11-50 Employees

Hiver has been a game changer our account management team!

Used Daily for 2+ years
Reviewed on 10/09/2019
Review Source: Capterra

Pros

Hiver has made it so much easier for our client-facing teams to collaborate with each other and better serve all of our clients' needs. Everybody can see all the emails coming in, leave internal notes for each other, mark emails as pending/closed, use templates...the list goes on. It's been a huge game changer!

Cons

I wish we could use Hiver for even more. Everything about it is great, including amazing customer service, and so now I want to get rid of our other software/integration app providers and just use Hiver exclusively.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9.3/10
Based on 72 user ratings
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Hiver Pricing

Hiver Pricing

Starting from
$11.00/month
Free Trial
Subscription
Value for money

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Value for Money
4.6/5
Based on 72 user ratings
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Hiver Features

Hiver Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Communication Management
Conferencing
Contact Management
Customizable Branding
Instant Messaging
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4.6/5
Based on 72 user ratings
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Categories

Additional information for Hiver

Additional information for Hiver

Key features of Hiver

  • @mentions
  • Activity Timeline
  • Analytics
  • Auto Response
  • Automations
  • Browser Notifications
  • Collision Alerts
  • Contact history
  • Email Notes
  • Email Reminders
  • Email Templates
  • Email integration
  • Email notifications
  • Integrations
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Benefits

1. Deliver brilliant customer service right from Gmail

With Hiver, you don’t have to switch between Gmail and a ticketing system to manage your customer service help desk. Hiver gives you everything you need to manage customer emails and collaborate with your team, all without the complexities of a ticketing system.

2. Assign tasks and improve team accountability

With Hiver, you can easily assign an email as a task to your teammate in a couple of clicks. Hiver also allows you to filter tasks based on their completion status (unassigned, open, closed, and pending) and based on who is doing what. This way you can track the progress of tasks and make teammates accountable.

3. Take the grunt work out of customer service with Automations

Create smart rules to automate your customer service workflows so that your team can stay focused on doing what they do best — delighting your customers.

4. Measure what matters with Analytics

With Hiver’s analytics, you can now view multiple types of reports with a single click, use the Analyze button, and instantly deep dive into each of them for crystal clear insights and monitor your team’s performance to make data-driven decisions.

5. Prevent email duplication with Collision Alerts

Collision alerts in Hiver provide visual cues that prevent the agents from replying to the same email (and potentially sending conflicting replies).

Hiver FAQs

Hiver FAQs

Below are some frequently asked questions for Hiver.

Q. What type of pricing plans does Hiver offer?

Hiver offers the following pricing plans:

Starting from: $11.00/month

Pricing model: Subscription

Free Trial: Available

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly. Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly. Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly. Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Q. What are the main features of Hiver?

Hiver offers the following features:

  • @mentions
  • Activity Timeline
  • Analytics
  • Auto Response
  • Automations
  • Browser Notifications
  • Collision Alerts
  • Contact history
  • Email Notes
  • Email Reminders
  • Email Templates
  • Email integration
  • Email notifications
  • Integrations
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Q. Who are the typical users of Hiver?

Hiver has the following typical customers:

Small Business, Large Enterprises, Freelancers, Mid Size Business

Q. What languages does Hiver support?

Hiver supports the following languages:

English

Q. Does Hiver support mobile devices?

Hiver supports the following devices:

Android, iPhone

Q. What other apps does Hiver integrate with?

Hiver integrates with the following applications:

Maintenance Care, Slack, Zapier

Q. What level of support does Hiver offer?

Hiver offers the following support options:

FAQs, Knowledge Base, Video Tutorials, Phone Support