Introduction
Service Overview
As the world’s first helpdesk built within Google Workspace, Hiver enables seamless email collaboration right in Gmail. It’s designed for teams to deliver quick and empathetic customer service with advanced analytics and automation, all from a familiar interface without the need to learn new software.
At a glance
- Editorial Score: High praise for its integration and ease of use within Gmail.
- Customization: Offers email tags, auto-assignment, and analytics.
- Scalability: Suitable for various business sizes with tiered pricing plans.
- Integration: Integrates with Google Workspace and other tools via Zapier.
- Customer Support: Provides customer support channels including live chat and email, with a comprehensive knowledge base for self-service.
- Analytics: Advanced analytics to track customer service metrics.
Pros and Cons
Pros
- Deep Gmail integration for a minimal learning curve.
- Automated workflows for operational efficiency.
- Collision detection to avoid duplicate email responses.
Cons
- Limited native third-party integrations.
Detailed Features and Offerings
Hiver is lauded for its deep integration with Gmail, offering features like shared inboxes for collaborative email management, automation for repetitive tasks, and analytics for insights into team performance. Collision alerts prevent multiple agents from responding to the same email, and custom tags and filters help in organizing emails effectively.
Pricing
Customer Experience
Hiver’s familiar Gmail interface ensures a smooth transition for teams, and its customer support includes email and live chat assistance. The platform is praised for its ease of use and value for money, although some users have reported difficulties with email statuses and occasional glitches.
Unique Selling Propositions
Hiver’s unique selling propositions include its exclusive focus on email as a customer service channel and its automated workflow specificity, which allows for detailed automation rules to cover a broad range of scenarios.
Customer Support and Services
Support channels include email, live chat, WhatsApp, and a voice channel through Aircall integration. An extensive knowledge base allows for independent issue resolution.
Pricing and Fees
Company Background
Hiver is known for its innovative approach to helpdesk solutions, focusing on integration within Gmail to enhance customer service operations.
Final Assessment
Hiver is a strong contender for teams looking for an email-centric customer service tool within the Google Workspace ecosystem. It provides a streamlined workflow and collaboration within a familiar interface, making it a solid choice for small to medium-sized businesses.
Overall Rating:
Conclusion
