Close CRM vs. Hiver

Excellent software to increase sales and follow up with existing and new customers. Email and SMS handling are really easy for the sales team, managing leads is really great, and Close merges duplicate leads to help our Data Leads avoid repetitive and unnecessary calls. As mentioned in some comments before, must improve in reports, Close is not appropriate to handle or track agents' hours making it necessary to implement additional software to cover this area.

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One scenario where Hiver works really well is in a shared support or billing inbox or anywhere multiple team members need access to the same messages. For example, when a customer emails about a billing question, we used to reply and manually loop in the billing team or forward the message. That often caused confusion, especially when someone forgot to “reply all” or responded only to the teammate instead of the customer.Now with Hiver, we just assign the conversation to the billing inbox, and whoever is available can respond. Everyone on the team can see the thread, status, and notes, which avoids duplicated efforts and missed replies. We also used to rely on Google Groups, but it wasn’t clear if someone had already replied, and there was no easy way to collaborate behind the scenes. Hiver completely solved that for us.As for situations where Hiver might be less ideal, I’d say if your team isn’t using Gmail or Google Workspace, then it’s probably not a good fit. It’s really designed for teams that live in Gmail so the team doesn't have to learn a new system. I'm sure some businesses will require a more robust ticketing solution but for our use case, this was a perfect option to improve outcomes, client service, and satisfaction.

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• Email sequences. Create and send a sequence of emails until the sequence finishes or the contact replies to your email. You can also pause the sequence manually.
• Email sync. Syncs in real time with your email account, which is huge.
• Zapier integration. We've automated a lot of our pipeline management through the Zapier integration. This saves us soooo much time.

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• automation through rules
• tagging emails, anaylics behind them
• support, chat always responds right away

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• Make it so one can set the time at which the emails go out.
• Make it easier to set up my workflow.

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• It could be considered expensive, but ultimately worth every penny for those who use shared inboxes/groups to run their business.

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It's my favorite CRM to recommend to sales organizations. Robust Telephony options including a Power Dialer, SMS, and Voice Drop, are completely integrated into the CRM. The kicker is you can have "Unlimited" contacts where many platforms charge based on the number of users. This can make a huge difference in monthly billing.

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Easy to use

I haven't really had the need to use their support, but the only time I had an issue with the platform, the Close team was very attentive and responded in a short span of time. Also they take minimal time to solve issues. The only con here is there is no way to reach out to them apart from email.

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Support is there, can be slow at times.

Pipedrive was great for us for a long time. We used it for over 4 years. Our product and process was simple. When things got more complex, we needed something that could handle our growing needs and Pipedrive kept falling short. We built our own custom solution in Airtable and though it worked, we spend a lot of time managing it. Close was able to solve all our issues and save us hours per week in admin work.

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True ticketing solutions are certainly more robust in that you can typically manage social media channels and phones, etc. But, in my opinion, when you don't have a team solely responsible for managing a ticketing system they can be complicated to implement. With HIVER, we're already all accustomed to managing our own G-Suite inbox, so it was simply a matter of teaching the team how to utilize the solution.

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• Positive - It's much easier now with Close.io to make sure that no deal falls through the cracks. Therefore helping us recover lost revenue.

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• The ROI on showing how many emails are being received and addressed in a timely manner are great for KPIs
• the ability to search and ensure emails are not being deleted as an automatic report is sent out the following day saying if any emails were deleted by whom
• the ability to automate who gets assigned what emails from specific vendors per entity

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