Hiver

Hiver

Hiver: Gmail-based customer service solution for teams

4.6/5 (52 reviews)

Hiver Overview

What is Hiver?

Hiver is a Gmail-centric customer service solution that helps teams across the organization collaborate on shared inboxes like [email protected], [email protected], [email protected]

It’s the most frictionless, natural way for teams to handle customer email communication as it works right inside Gmail. It helps customer-facing teams collaborate better and make sure all queries are answered on time, by the right people.

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.

Hiver Overview

Pricing

Starting from
US$11.00/month

Pricing options

Free Trial
Subscription
Value for money

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.


Hiver Features

Devices
Business size
S M L
Markets
Asia, Australia, Canada, China, Europe and 5 others, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
English

Screenshots

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

Hiver Reviews for UK Users

Hiver Reviews for UK Users

Overall rating
4.6
/
5
Excellent
39

Very good
10

Average
0

Poor
1

Terrible
2

Value for Money
4.3
Features
4.4
Ease of Use
4.5
Customer Support
4.7
94% recommended this app
Bryn S.

Hiver has been a game changer our account management team!


Juan david N.

Managing a team was never easier!

KPI measurement Prioritizing emails, Coworking with shared inboxes, Highlight important emails that need immediate attention.


Andrea G.

Awful experience!!! After integrating this tool, my clients stopped receiving my emails.

None. Hiver completely derailed our operations at a period of peak media coverage.


Melissa P.

Hiver Review

It has helped our communication in all departments, Quicker responses from clients via email and keeps us on track and collects data as well through out the day.


Daniel J.

Hiver Is A Must For High Volume Inboxes


Bryn S.
Industry: Information Technology & Services
Company size: 13-50 Employees

Hiver has been a game changer our account management team!

Used Daily for 2+ years
Reviewed on 10/09/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Juan david N.
Industry: Consumer Electronics
Company size: 51-200 Employees

Managing a team was never easier!

Used Daily for 1+ year
Reviewed on 18/09/2019
Review Source: Capterra

KPI measurement Prioritizing emails, Coworking with shared inboxes, Highlight important emails that need immediate attention.

Pros

This add will make teamwork 100% easier and more efficient. I can start by saying that the fact that it will sort every upcoming email to the person in charge is amazing, not only because it will help to have a more organized shared box, but it will also let us supervise the email flow from our colleagues and give them a hand whenever they need or are out for vacation. On the other hand, having the option to leave comments on the memo field, will also help us to remind important information or simply inform our colleagues about something. Last but not least, Hiver gives us the opportunity to work with shared mailboxes and prioritize whatever is important for the team and allows us to "Close" every task that no longer needs our attention.

Cons

It was hard for me to find a con for this tool as it offers all the essential features that I need to sort my emails
and supervise the email flow for our team. However, I found probably a glitch when emails that are on "pending" status are not automatically opened whenever they get a reply.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Andrea G.

Awful experience!!! After integrating this tool, my clients stopped receiving my emails.

Used Daily for 1-5 months
Reviewed on 04/03/2018
Review Source: Capterra

None. Hiver completely derailed our operations at a period of peak media coverage.

Pros

Hiver features initially seemed great. I was eager to make use of their promised benefits. Unfortunately, Hiver completely halted our operations for over a week and lost us a great deal of business. Throughout it all, their team was unapologetic and dismissive of the role that Hiver had in derailing our email communications with clients. Rather than seeing this as an opportunity to resolve and repair clear technical defects, they blatanly blew off our repeated requests for support.

Cons

I tested out many collaborative email tools before deciding to go with Hiver. I was impressed by the intuitive design, canned response functionality and mobile app. Unfortunately, several days after installing the tool, we began to suspect that our clients were not receiving our emails consistently. I reached out to Hiver several times over the course of a few days and received no response. This lapse in email functionality coincided with some significant and favorable press coverage - our site traffic was nearly double what it normally was - and yet we went for 10 entire days without a single new client at a time when we would normally have 10-15 new clients typically. I tried for an entire week to engage help from the Hiver team. They insisted - and continue to insist- that their tool does not impact email sending functionality. I would beg to differ. As soon as I uninstalled Hiver, my communications with clients returned to normal. On a final note, to top this off, my team and I are 3 women. When we called Hiver's India-based support team, they were loudy making obvious, derogotary remarks about our being female and unable to understand their tool - calling us 'Dumb Blondes'. Highly inept and unprofessional team. Also worst nightmare for a growing startup!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Melissa P.
Industry: Wholesale
Company size: 51-200 Employees

Hiver Review

Used Daily for 1+ year
Reviewed on 21/02/2020
Review Source: Capterra

It has helped our communication in all departments, Quicker responses from clients via email and keeps us on track and collects data as well through out the day.

Pros

I Like how organized it is, the features are nothing compared to other softwares we have used at work.
I can assign myself to the email and close it when it is taken care of. The notification on the top right corner are very helpful, it keeps all of us informed.

Cons

In the beginning when using this software there was a few minor glitches as in emails appearing again and again automatically. I'm glad that was solved.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Daniel J.
Industry: Leisure, Travel & Tourism
Company size: 1,001-5,000 Employees

Hiver Is A Must For High Volume Inboxes

Used Daily for 1+ year
Reviewed on 12/09/2019
Review Source: Capterra

Pros

Hiver is great for my team as we have several high volume inboxes. Prior to Hiver our teams would all log into a separate inbox and choose pages to work from which became increasingly less efficient.

Hiver has changed this by adding all our inboxes in one place. The ability to assign emails and collision detection has also greatly reduced instances of double up on work as well. The collaboration tools are great with the ability to leave notes and @ mention other users as in the past we would be creating drafts in the emails to leave notes. It also provides the ability for automation which allows us to prioritize specific items

Cons

It would be nice to have the ability to sort emails from oldest to newest

Analytics can be a little hard to follow at times, though they do allow you to export the raw data and extrapolate from there

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9.1/10
Based on 52 user ratings
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Hiver Pricing

Hiver Pricing

Starting from
US$11.00/month
Free Trial
Subscription
Value for money

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Value for Money
4.3/5
Based on 52 user ratings
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Hiver Features

Hiver Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Communication Management
Conferencing
Contact Management
Instant Messaging
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4.4/5
Based on 52 user ratings
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Categories

Video Tutorials

Video Tutorials

Additional information for Hiver

Additional information for Hiver

Key features of Hiver

  • @mentions
  • Activity Timeline
  • Activity timeline
  • Analytics
  • Auto Response
  • Automations
  • Browser Notifications
  • Collision Alerts
  • Contact history
  • Email Notes
  • Email Reminders
  • Email Templates
  • Email integration
  • Email notifications
  • Email templates
  • Integrations
  • Labeling
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Benefits

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).

Hiver FAQs

Hiver FAQs

Below are some frequently asked questions for Hiver.

Q. What type of pricing plans does Hiver offer?

Hiver offers the following pricing plans:

Starting from: US$11.00/month

Pricing model: Subscription

Free Trial: Available

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly. Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly. Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly. Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Q. What are the main features of Hiver?

Hiver offers the following features:

  • @mentions
  • Activity Timeline
  • Activity timeline
  • Analytics
  • Auto Response
  • Automations
  • Browser Notifications
  • Collision Alerts
  • Contact history
  • Email Notes
  • Email Reminders
  • Email Templates
  • Email integration
  • Email notifications
  • Email templates
  • Integrations
  • Labeling
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Q. Who are the typical users of Hiver?

Hiver has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does Hiver support?

Hiver supports the following languages:

English

Q. What type of pricing plans does Hiver offer?

Hiver has the following pricing plans:

Subscription

Q. Does Hiver support mobile devices?

Hiver supports the following devices:

Android, iPhone

Q. What other apps does Hiver integrate with?

Hiver integrates with the following applications:

Maintenance Care, Slack, Zapier

Q. What level of support does Hiver offer?

Hiver offers the following support options:

FAQs, Knowledge Base, Phone Support, Video Tutorials