About 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.

Pricing starting from:

$15.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Hiver

Key benefits of Hiver

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).

Devices

Business size

S M L

Markets

Australia, Canada, China, Germany, Denmark, Spain, United Kingdom, India, Singapore, United States

Supported Languages

English

Pricing starting from:

$15.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Hiver

Images

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

Features

Total features of Hiver: 61

  • @mentions
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Campaign Analytics
  • Canned Responses
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Email Management Software
  • Email Monitoring
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Help Desk Management
  • Inbox Management
  • Interaction Tracking
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Performance Metrics
  • Project Management Software
  • Queue Management
  • Real Time Analytics
  • Real Time Editing
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Remote Access/Control
  • Remote Support Software
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Task Progress Tracking
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zendesk

4.4
#1 Alternative to Hiver
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Freshdesk

4.5
#2 Alternative to Hiver
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

Intercom

4.5
#3 Alternative to Hiver
Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-...

Copper

4.4
#4 Alternative to Hiver
Copper is the easy-to-use CRM that’s designed for and recommended by Google. Get started in minutes.

Reviews

Overall rating

4.6 /5
(76)
Value for Money
4.5/5
Features
4.5/5
Ease of Use
4.6/5
Customer Support Software
4.7/5

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Showing 5 reviews of 76
Brian del terzo C.
Overall rating
  • Industry: Professional Training & Coaching
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

We are so pleased to have found Hiver!

Reviewed on 25/06/2020

It is easy to administrate, very user friendly, and the support is phenomenal. I don't think I've...

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.

Alternatives Considered

Freshdesk and Zendesk

Reasons for Switching to Hiver

There was nothing that was going to remove us from all the robust solutions that are a part of our G-Suite platform, so once I discovered a platform that helped to level up the use case for our G-Suite email platform, it was a no brainer to give it a try. And so glad we did!
Nick J.
Overall rating
  • Industry: Translation & Localization
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

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

Reviewed on 29/06/2020

We tried several providers of Shared Inboxes and we ended up staying with Hiver for the solely...

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.

Alternatives Considered

Helpwise, Front, Gmelius, and Copper

Reasons for Choosing Hiver

Gmelius had too many bugs. I wrote the support constantly and many of the features I needed were still on their roadmap. I believe Gmelius is a great mail management tool, but they need more development before they are able to compete with Hiver.

Switched From

Gmelius

Reasons for Switching to Hiver

We tested all products out and evaluated them on the same criterias. Ease of use, integration, features, core focus and Hiver scored highest apparently.
Verified Reviewer
Overall rating
  • Industry: Furniture
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 2.0 /10

Product ok, but be prepared for whacky price changes (last one 60%+ increase)

Reviewed on 26/06/2022

It's a pity what Hiver has turned into - I read they got VC funding. They are probably under a lot...

It's a pity what Hiver has turned into - I read they got VC funding. They are probably under a lot of pressure and have resorted to working out, looking at their existing customer base, what to change on their pricing plans to get the maximum return.

As email tools are a core part of any business, they know it's tricky to leave so they have you right where they want you.

Do yourself a favour and go to an alternative with much better features and who won't try and increase prices massively once you are with them for a while.

Pros

The product is ok, but their release of new features is so slow and not keeping up with the competition. Looking around at alternatives and comparing features, you can see Hiver is lacking in so many areas.

Cons

They constantly change their plans and doing this means huge price changes.

I've no problem with SaaS providers tweaking plans here and there and there being the odd price increase to help develop the product, but Hiver does not do this. Hiver changes their plans hugely every so often and forces existing customers onto these new plans.

Yes, this of course is their right, after all, it's their product, but how can they justify wild price increases like 62%?

No, this isn't fair and leaves existing customers feeling like they would never have signed up if they knew this was going to happen.

Danial A.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

A unique system to always provide excellent customer service on time.

Reviewed on 29/03/2022

In order to avoid having to switch between multiple systems to see what messages we had received,...

In order to avoid having to switch between multiple systems to see what messages we had received, Hiver consolidated all of our emails into one platform. This helped us increase our interaction with emails that received us with various content more quickly and efficiently, and also kept us in touch with updates and responses, the matter of which made the processes of following up on customer requests and problems more efficiently, and also the directives of the heads of work were circulated and a more efficient way of distributing information.

Pros

Hiver streamlined the email-based management of support issues, tasks, and client information. Hiver makes email entry in remote offices simple and easy. Allows team members to argue String emails, as well as categorize emails that can be seen by everyone on the team. An email box that is shared by all members of a team helps keep everyone on the same page. Assigning projects to coworkers, tracking their progress, and organizing their workload are all made easier with this tool. Using Hiver, you may work together with colleagues on each customer and keep track of important emails to ensure you don't miss anything.

Cons

In general, there are no negatives affecting the general performance of Hiver, as after completing the training, the team will be able to use it efficiently at their different levels and experience. But the problem remains with the high subscription prices, which are not suitable for small enterprises.

Bryn S.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Hiver has been a game changer our account management team!

Reviewed on 10/09/2019

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.

Alternatives Considered

Zendesk

Reasons for Switching to Hiver

Hiver integrates with Gmail right in your inbox so you don't have to have multiple windows and apps open at the same time. It's all in one-place and it's affordable!
Showing 5 reviews of 76 Read all reviews

Hiver FAQs

Below are some frequently asked questions for Hiver.

Hiver offers the following pricing plans:

  • Starting from: $15.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Lite Plan: $15/user/month when billed annually. $19/user/month when billed monthly. Pro Plan: $39/user/month when billed annually. $49/user/month when billed monthly. Elite Plan: $59/user/month when billed annually. $69/user/month when billed monthly.

Hiver has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

Hiver supports the following languages:

English

Hiver supports the following devices:

Android (Mobile), iPhone (Mobile)

Hiver integrates with the following applications:

Slack, Zapier

Hiver offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

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