Hiver
HiverReviews from AWS customer
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10/10 support team
What do you like best about the product?
Activity logs, searchable notes w/ attachments, and a "pending" status so two people don't duplicate the same work. My workday before and after Hiver hasn't changed a whole lot, which is an uneventfully good thing. But the large majority of my satisfaction with Hiver has come from their 24/7 support team.
I'm the geeky one on our small team, so I've been doing most of the post-implementation tinkering to get my team back to full speed. So when I say that I've been asking the most unusual, nitpicky, anything but normal use case questions, it's no joke. And Hiver's support team has knocked it out of the park. Whether over chat or video call, whether or not the representative I'm connected with is knowledgeable on my inquiry, whether or not I have the right vocabulary to ask about the techy things I only half understand, I've been 100% satisfied every single time. Either they have the answer, or they find me the answer. Calling them "tech support" would be doing them a disservice compared to the experience that traditionally comes to mind from that term.
I'm the geeky one on our small team, so I've been doing most of the post-implementation tinkering to get my team back to full speed. So when I say that I've been asking the most unusual, nitpicky, anything but normal use case questions, it's no joke. And Hiver's support team has knocked it out of the park. Whether over chat or video call, whether or not the representative I'm connected with is knowledgeable on my inquiry, whether or not I have the right vocabulary to ask about the techy things I only half understand, I've been 100% satisfied every single time. Either they have the answer, or they find me the answer. Calling them "tech support" would be doing them a disservice compared to the experience that traditionally comes to mind from that term.
What do you dislike about the product?
There's little nuances that feel like Hiver is functional but not polished, like inconsistencies around what buttons can or can't be tabbed to, settings that are locked in one place and visible in another, and being unable to assign an email to more than one person (why not have multiple assignees and their own task status so they can both indicate when they're done their portion of the task?). And the frequency with which I have to refresh the browser rather than refresh Gmail because load times seem to grow after bursts of rapid use. I feel like some of what I've been finding are things that could've been ironed out in beta testing - I can't be the only one who would've raised an eyebrow about some of these.
I can't say implementation and integration has been particularly easy, but your mileage may vary. I've spent a lot of time trying to get our team back to full speed from things like having to import contacts from the shared box to individuals, trying to squash a confidentiality concern when an email is no longer addressed to the shared box but is visible to all individuals, and setting up a new personal sent folder workaround because the normal sent, and the Hiver "My Sent", no longer show only things sent from jane.doe@domain.com. Two out of three of these tasks are something I have to go physically around to each team member's station to fix myself because the level of tech-savvy on my team varies widely.
I can't say implementation and integration has been particularly easy, but your mileage may vary. I've spent a lot of time trying to get our team back to full speed from things like having to import contacts from the shared box to individuals, trying to squash a confidentiality concern when an email is no longer addressed to the shared box but is visible to all individuals, and setting up a new personal sent folder workaround because the normal sent, and the Hiver "My Sent", no longer show only things sent from jane.doe@domain.com. Two out of three of these tasks are something I have to go physically around to each team member's station to fix myself because the level of tech-savvy on my team varies widely.
What problems is the product solving and how is that benefiting you?
My team was using drafts to log notes in emails to store their work in progress or communicate details, and so this is the reason we looked at using Hiver. Now not only do we have a better way to store notes, but they're person and time stamped, which leaves less room for misinterpretation and reduces need for covering one's own actions.
Convenient ticketing system
What do you like best about the product?
Assigning tickets and being able to close and send approval
What do you dislike about the product?
Glitches, sometimes i get 6 to 7 folders of the same thing.
What problems is the product solving and how is that benefiting you?
I dont have to go to a different platform in order to view tickets. making much more simpler. My response time has exceeded to tickets,
Hiver is a great tool for a diverse organization
What do you like best about the product?
Hiver helps me stay in the loop and communicate with my colleagues across from anywhere. I also like that we can create custom folders which helps us divide our tasks more evenly without creating clutter in our personal inboxes. I use Hiver consistently throughout my workday. The customer support is great, very quick response with the chat feature.
What do you dislike about the product?
Hiver has an auto assign feature which I'm not a great fan of because sometimes we need to respond for another colleague to a client and the email automatically gets assigned to the person that responds; however I'm not fully handling that email, only simply replying on behalf of a colleague.
What problems is the product solving and how is that benefiting you?
Hiver solves the break between communication while also keeping everyone in the workforce in the loop so we can consistently see what is going on with each and every one of our clients.
Accounting Specialist
What do you like best about the product?
The ease of assigning emails to yourself or others, the ability to leave comments for others to provide insight or useful info, as well as adding labels to give a quick context for the email. The other thing that has been great is Hiver's customer service. They are always helpful and respond fairly quickly.
What do you dislike about the product?
One downside is that you can only comment for those who share your inbox. It would be really helpful to be able to tag anyone in your organization in the comment section.
What problems is the product solving and how is that benefiting you?
Keeping track of emails and managing inboxes
An easy-to-use, powerful platform
What do you like best about the product?
The integration with Gmail is fantastic. It's easy to use in our every day workload, and it takes way less time to set up than other help desk platforms. The customer service is second to none. I've never experienced a software company with customer service like this. People willing to get on a Google Meet call with you immediately to troubleshoot side by side with you - it's amazing.
What do you dislike about the product?
Not so much a dislike but a "looking forward to improvements": I would love to have more advanced functionality in the automations.
What problems is the product solving and how is that benefiting you?
Hiver allows us to jump on client requests quicker since everyone sees the email come through. It also gives our team accountability and ownership over their tasks so they are more confident in their roles. Hiver enables us to bring on more clients without losing our quality communication.
It´s a little difficult
What do you like best about the product?
I like the automation, it helps us a lot.
What do you dislike about the product?
It´d be nice to assign an email to more than one person
What problems is the product solving and how is that benefiting you?
i do not know what is improving
Hiver pros and cons
What do you like best about the product?
the efficiency and that this is so helpful in assigning different tasks to our team members
This crucial for those who work in Customer support and have a shared inbox
This crucial for those who work in Customer support and have a shared inbox
What do you dislike about the product?
hiver constantly change their plans and the competition is growing fast
What problems is the product solving and how is that benefiting you?
To assign task easier in a common email
excellent. It has been a great experienc and has helped me organize my information
What do you like best about the product?
That it keeps track of important tasks. That helps me because no task or pending issue is left unattended.
What do you dislike about the product?
maybe that the emails disappear when labeling them as pending
What problems is the product solving and how is that benefiting you?
that it separates the emails with issues that are being currently attended from the rest of email that may not be as important or has been already read.
best experience
What do you like best about the product?
reassigned emails and closed them makes easy used
What do you dislike about the product?
I like it, for ur admin team is the best
What problems is the product solving and how is that benefiting you?
reassignment of emais through multiple users
An effective way to get work done in teams
What do you like best about the product?
I love that is very easy to delegate tasks, emails, etc and that is very user-friendly for everyone
What do you dislike about the product?
I haven't found anything that I dislike, but maybe there should be a possibility for more than one person to work on a task
What problems is the product solving and how is that benefiting you?
It is solving task delegation for our team, it is saving us time, and making everything more in order.
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