Hiver
HiverReviews from AWS customer
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A great ally of work by email.
What do you like best about the product?
I have taken advantage of the way of working with this software from a very preferential point of view via email, it has given a usually easy and fast performance in every support that is done, either in sales or ticket answering. Its interface is fast and helps me to better develop the proposal.
What do you dislike about the product?
I don't like that the program has a limitation in the redirection of tickets in terms of the amount per department, maybe it's a server error.
What problems is the product solving and how is that benefiting you?
Help desks are what we use the most and we focus on getting the most out of a software with high expectations of improvement and growth for support or sales via email, everything is initiated and executed through such corporate synchronization.
Recommendations to others considering the product:
It is not at all complicated to buy or use it, it has definitely been a great ally that needs to be applauded because it has gotten us out of trouble through an exhaustive control of the support, people feel incredibly identified with Hiver.
Game Changer!
What do you like best about the product?
Hiver allows us to track emails in one place. It also allows us to reassign any emails that we do not have answers for.
What do you dislike about the product?
Hiver can improve their reporting functions. It can be alerts or reminders.
What problems is the product solving and how is that benefiting you?
Our efficiencies in responding to emails is a lot faster than before.
Recommendations to others considering the product:
If you need some organization for high volume emails, Hiver is a great solution.
Great tool that transforms Gsuite usability!
What do you like best about the product?
We love the easiness to manage shared mailboxes, and the great levels of support.
Constant updates and real-time fixes
Constant updates and real-time fixes
What do you dislike about the product?
I would find it hard to pinpoint a dislike with Hiver, it's an overall great tool.
What problems is the product solving and how is that benefiting you?
Managing access to mailboxes with large teams and prioritizing inbound customer support issues and requests. It's really beneficial that our support teams can have clear discussions and brainstorming accosted with each email and they can be assigned to specific users within the team.
Very useful for managing our shared inbox
What do you like best about the product?
We've been using Hiver for almost a year and we are so pleased! No more forwarding emails to each other which makes our internal processes more effective.
What do you dislike about the product?
Everything is fine, we are very pleased!
What problems is the product solving and how is that benefiting you?
Managing our shared email for the admin team. It allows the team to distribute the work amongst members.
Hiver is Amazing
What do you like best about the product?
Everything I need is in gmail. I use to have to go from one tab to another to answer support tickets or to share customer emails with employees but now I can do it all from inside gmail or from the smartphone app.
Hiver has saved me money on expensive support ticket solutions, but more importantly it has saved me time. It really is a game changer.
Hiver has saved me money on expensive support ticket solutions, but more importantly it has saved me time. It really is a game changer.
What do you dislike about the product?
There isn't much to dislike about Hiver.
What problems is the product solving and how is that benefiting you?
Much of my business operates withing gmail so having to go outside of gmail in order to answer support tickets or collaborate with employees was always a hassle. Hiver has vastly improved my workflow, lead to faster support ticker responses, more satisfied customers, and reduced time spent on support.
One other great benefit is that you can set up canned responses which are usable outside of the Hiver inbox. So when I get an email which a customer sends directly (not through support) I can still use a canned response to reply. In fact, most of the features that are in the Hiver inbox are available for normal emails. Having a database of canned responses has been extremely helpful and has cut my email time in half.
Also, before Hiver I would need to forward emails to employees or copy+paste the email body into WhatsApp if I needed an employee to write up a response for me. Now with a shared inbox my employees can see emails when they come in and respond right away.
One other great benefit is that you can set up canned responses which are usable outside of the Hiver inbox. So when I get an email which a customer sends directly (not through support) I can still use a canned response to reply. In fact, most of the features that are in the Hiver inbox are available for normal emails. Having a database of canned responses has been extremely helpful and has cut my email time in half.
Also, before Hiver I would need to forward emails to employees or copy+paste the email body into WhatsApp if I needed an employee to write up a response for me. Now with a shared inbox my employees can see emails when they come in and respond right away.
Recommendations to others considering the product:
If you want to do everything inside of gmail then Hiver is worth checking out.
Not intuitive for scalability. Cancellation process is not easy
What do you like best about the product?
I like the fact that you can keep the tickets within the same workspace as you general email inbox. It's fast to learn and train new employees on. Love the new "Permalink" feature.
What do you dislike about the product?
I would like method to merge tickets, if possible. Also would be great if we had an option to display analytics without having to give users admin access. For operational high level transparency
What problems is the product solving and how is that benefiting you?
Customer inquiries, being self aware of SLA's
Recommendations to others considering the product:
Be 100% Comfortable using the Gmail Environment
Does exactly what it needs to do
What do you like best about the product?
Not complicated to start using and get up and running, then seamlessly integrates with our gmail shared inbox
What do you dislike about the product?
Need to use Chrome browser and I think you have to have Conversation View on gmail which not everybody wants
What problems is the product solving and how is that benefiting you?
We're a small team sharing the incoming support mailbox with irregular work timings, so great for making sure that every email has been allocated to someone and is being dealt with, plus to identify whenever we've got an upcoming issue with capacity for dealing with these support emails.
Recommendations to others considering the product:
If you need to deal with a shared inbox but ideally don't want a complicated or expensive ticketing platform in addition to your gmail, then Hiver is definitely the one for you
Great shared inbox for team work, easy to use
What do you like best about the product?
Hiver is essential for team work; it has many functionalities that makes it easier to work in a team. It helps being more efficient as all the information/emails are in one place. The inbox is tidy and well organised.
The Hiver team is also very helpful in solving issues quickly.
The Hiver team is also very helpful in solving issues quickly.
What do you dislike about the product?
The phone app is not working sometimes. The spam emails are all grouped in one report which is sent a few days after the email was received so there is a delayed response time due to this.
What problems is the product solving and how is that benefiting you?
Hiver is perfect for organisation. It helps several members of a team a lot with its different functionalities such as the status of emails, or the assigned emails to different users. Hiver also improves the workload and productivity; you can simply take emails from others and vice versa and you can check the analytics part to see what can be changed in a team.
Lightweight and perfect for small business
What do you like best about the product?
Solves the gaps in a shared mailbox without having a heavy ticketing system functionality.
It works within gmail - perfect!This means I can also have it working alongside my CRM (Copper.com) so that the support and account management team can see tickets and full relationship history all in the same screen.
It has excellent round-robin and assignment capabilities that have reduced my 'time to assignment' and in turn my 'first response time' metrics accordingly.
It works within gmail - perfect!This means I can also have it working alongside my CRM (Copper.com) so that the support and account management team can see tickets and full relationship history all in the same screen.
It has excellent round-robin and assignment capabilities that have reduced my 'time to assignment' and in turn my 'first response time' metrics accordingly.
What do you dislike about the product?
Slightly improved rules around SLA's would be helpful. I'd like to see it integrated with Google Chat next.
What problems is the product solving and how is that benefiting you?
We have several shared mailboxes but dont want a heavy ticketing solution to manage them. We wanted to keep a really 'human' experience ('not giving them a number'). We wanted it to work where we work - in gmail. Hiver does all of this and still gives us the kind of reporting you'd expect from a full support solution. And it costs way less!
Recommendations to others considering the product:
if shared mailboxes are too little, but full ticketing systems (e.g. Zendesk) are too much, Hiver is the perfect middle ground.
Vital service for coordinating PR responses
What do you like best about the product?
My team uses Hiver to respond to emails we receive to a shared Google Group. Prior to installing Hiver, we had to CC that email on our responses for visibility, but human error easily led to dropped threads. Hiver enables visibility by default and quick collaboration. I like that the Notes feature minimizes the amount of back-and-forth we have to do over email, and the Templates feature is helpful for responding to repetitive inquiries (e.g., questions about photo licensing).
I also like that Hiver layers on top of Gmail, unlike some other customer service/helpdesk products that require navigating a completely separate UI outside of Gmail. It also enables us to respond to queries in a personal fashion, since we respond with our own emails rather than a generic help@ or press@ account.
I also like that Hiver layers on top of Gmail, unlike some other customer service/helpdesk products that require navigating a completely separate UI outside of Gmail. It also enables us to respond to queries in a personal fashion, since we respond with our own emails rather than a generic help@ or press@ account.
What do you dislike about the product?
There's a bit of a learning curve for new users (definitely not bad compared to some other helpdesk products, though). We developed a presentation for our team to onboard people in-house, but I think that it would be great if the Hiver team offered a concise demo call as an option for new users.
What problems is the product solving and how is that benefiting you?
Hiver enables us to be more collaborative, accountable, and transparent. It also helps us recognize what kinds of queries we're responding to more quickly, which we take more time with, and how many of each type of inquiry we tend to receive (by using the tagging feature). This has allowed us to move more quickly and save time as a team.
Recommendations to others considering the product:
The team is also really responsive, which we appreciate!
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