Hiver
HiverReviews from AWS customer
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Great email tickeing system
What do you like best about the product?
Hiver is competitively priced, was easy to install, and very user friendly. The email templates are a huge timesaver.
What do you dislike about the product?
The reporting could be better. You can't see activity by user, only by email box.
What problems is the product solving and how is that benefiting you?
We were missing service requests. With HIver, the email stays open until it is resolved, so nothing falls through the cracks anymore.
Better implementation of 'shared inbox' than Groups for Business
What do you like best about the product?
Integration with Gmail and the ability to use as a project management system that staff is willing to USE.
What do you dislike about the product?
Occasionally disconnects/deauthorizes from Gmail and requires a re-login.
What problems is the product solving and how is that benefiting you?
We are not required to run a separate application and leave our Gmail screen in order to stay on message. My team is able to communicate in more ways than Gmail/Gchat -- now GHiver.
We couldn't do it without it!!
What do you like best about the product?
I think the best thing is being able to communicate with my coworkers without having to actually forward the email. Or maybe it is the fact that when someone in our group is on vacation or sick, you know the whole team can help out. But maybe it is being able to see when another team member starts replying to the email.
What do you dislike about the product?
I really don't have any complaints. When I first started using it, it was hard to understand what it was all about. This was new to me and I will say that it took a couple of months to understand what exactly was happening, but once I figured it out, I loved the awesome connection with my colleagues and clarity this brings when multiple people are working on a project.
What problems is the product solving and how is that benefiting you?
There are times when I may not get to respond to one of my customer's fast, I can see if someone else has taken care of this. There have also been times when I wasn't sure how to answer a question from a customer, the notes section is awesome for bringing the team or a co-worker up to speed on what's happening within a project. Hiver increases productivity and keeps emails from getting lost when co-workers are out of the office.
Great for tracking!!!!
What do you like best about the product?
When working from a shared inbox, it was really cool to be able to "assign" it to yourself so no one else worked on it. As well as, working from home, it was great to show our productivity!
What do you dislike about the product?
I have no complaints at this moment.There is nothing I dislike about it.
What problems is the product solving and how is that benefiting you?
When I assign a email to myself, I can always find and come back to it instead of it being lost in a sea of emails!
Recommendations to others considering the product:
Really impressed with how it works already, keep up the good work!
I don't know what I would do without Hiver!!
What do you like best about the product?
I love how it organized my email. I am in charge of 3 different email addresses and with Hiver I am able to manage all three of them. I am able to assigned to my fellow teammates or assigned it to my self. It also organize it for my management team for them to be in the loop with everything.
What do you dislike about the product?
To improve Hiver is assigned it to the person who the email directly to. That would save me a step or two.
What problems is the product solving and how is that benefiting you?
Some problems I have with Hiver is sometimes it glitches and it either unassigned the emails or closes out all the emails. I rely heavy on the open emails and the pending.
Productivity Increased Drastically!
What do you like best about the product?
I like the ability to assign to people emails.
What do you dislike about the product?
There is not much that I dislike. I would say nothing
What problems is the product solving and how is that benefiting you?
I have been able to not let important things fall to the wayside over time. It allows me to stay productive and prioritize.
Recommendations to others considering the product:
Use it Every Day! Theres so much to learn
User friendly
What do you like best about the product?
Ease of use, its always updated and an assist for business.
What do you dislike about the product?
You can't auto assign based off of key words in an email
What problems is the product solving and how is that benefiting you?
We can have all employee read through the queue and assign tasks.
Love Hiver
What do you like best about the product?
It's simple and has transformed how we manage emails. We can easily assign task and address questions using Hiver's functionality. I'd highly suggest it!
What do you dislike about the product?
I don't dislike anything. I've had no issues.
What problems is the product solving and how is that benefiting you?
Email managment of a single email address with multiple people responsible for the email address.
Great.
What do you like best about the product?
Embedded with Gmail make our workflow process even better and more productive.
What do you dislike about the product?
Hiver is a great solution that is not showing to us yet something that we dislike so far. But from a customer perspective, price is an issue.
What problems is the product solving and how is that benefiting you?
We are solving the multi-channel department communication and flow, rather than sending CC to each other, Hiver becomes the best solutions for collaboration.
Hiver is the perfect add-on for companies using G-Suite. Powerful support desk and collaboration.
What do you like best about the product?
Hiver is extremely easy to get started on, both from an integration perspective and its short learning curve, given the intuitive UI.Our team has not looked back since implementing Hiver, it is our second most used tool internally, after G-Suite's Gmail. We have been using Hiver for three plus years now and have seen the add on evolve, into a smoother UI, and better functionality.
We exchange notes, share email drafts, emails from customers create tickets, which we can assign among the team, we can mark tickets closed or pending, and smart automations.
There is a powerful reporting UI as well, which shows us our response times, and allows us to maintain our SLA. What completes the package is Hiver's extremely responsive customer support team, which is usually manned by knowledgable engineers, with average response times of less than an hour, often 15 minutes.
Overall implementing Hiver has been a great growth booster for our company, as it means we can stay within the familiar and powerful Gmail interface, and still benefit from a powerful Helpdesk.
We exchange notes, share email drafts, emails from customers create tickets, which we can assign among the team, we can mark tickets closed or pending, and smart automations.
There is a powerful reporting UI as well, which shows us our response times, and allows us to maintain our SLA. What completes the package is Hiver's extremely responsive customer support team, which is usually manned by knowledgable engineers, with average response times of less than an hour, often 15 minutes.
Overall implementing Hiver has been a great growth booster for our company, as it means we can stay within the familiar and powerful Gmail interface, and still benefit from a powerful Helpdesk.
What do you dislike about the product?
There are some bugs/underdeveloped features such as Shared email drafts not supporting email attachments or inline pictures. These have been brought to Hiver's attention.
What problems is the product solving and how is that benefiting you?
Problems solved with Hiver:
Ability for team to work on a single email box
Multiple people working on the same query has been eliminated
Benefits:
Response time to customer queries has dropped by four hours on average.
Easy collaboration, with internal notes
Ability to schedule emails
Ability to use and share email templates
In our estimate within the first three months, Hiver turned positive ROI for us
Ability for team to work on a single email box
Multiple people working on the same query has been eliminated
Benefits:
Response time to customer queries has dropped by four hours on average.
Easy collaboration, with internal notes
Ability to schedule emails
Ability to use and share email templates
In our estimate within the first three months, Hiver turned positive ROI for us
Recommendations to others considering the product:
If your organization uses G-Suite , do consider Hiver before you implement more complex software like Zendesk, which require you to get completely off the familiar Gmail interface. It has been one of the best decisions we made.
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