What users are saying about
9 Ratings
11 Ratings
9 Ratings
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Score 9 out of 100
11 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.7 out of 100

Feature Set Ratings

  • HelpSpot ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help

Incident and problem management

9.0

HelpSpot

90%
2.0

Hiver

20%
HelpSpot ranks higher in 3/3 features

Organize and prioritize service tickets

9.0
90%
1 Rating
1.4
14%
3 Ratings

Ticket creation and submission

9.0
90%
1 Rating
2.3
23%
3 Ratings

Ticket response

9.0
90%
1 Rating
2.3
23%
3 Ratings

Self Help Community

9.0

HelpSpot

90%

Hiver

Feature Set Not Supported
N/A
HelpSpot ranks higher in 1/1 features

Internal knowledge base

9.0
90%
1 Rating
N/A
0 Ratings

Multi-Channel Help

9.0

HelpSpot

90%
3.3

Hiver

33%
HelpSpot ranks higher in 1/1 features

Email support

9.0
90%
1 Rating
3.3
33%
3 Ratings

Attribute Ratings

  • HelpSpot is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

HelpSpot

90%
3 Ratings
1.4

Hiver

14%
3 Ratings

Likelihood to Renew

2.3

HelpSpot

23%
2 Ratings

Hiver

N/A
0 Ratings

Usability

HelpSpot

N/A
0 Ratings
3.0

Hiver

30%
1 Rating

Support Rating

HelpSpot

N/A
0 Ratings
4.0

Hiver

40%
1 Rating

Likelihood to Recommend

UserScape

HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
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Hiver

Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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Pros

UserScape

  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.
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Hiver

  • It's easy to set up, and manage ongoing.
  • The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
  • It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!
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Cons

UserScape

  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
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Hiver

  • There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
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Pricing Details

HelpSpot

Starting Price

$49 per month

Editions & Modules

HelpSpot editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Hiver

    Starting Price

    $14 /user/month

    Editions & Modules

    Hiver editions and modules pricing
    EditionModules
    PLUS PLAN$14.001
    PREMIUM PLAN$22.002
    ENTERPRISE PLAN$34.003

    Footnotes

    1. /user/month
    2. /user/month
    3. /user/month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    UserScape

    My current job does not use this platform as it is not necessary for my job function.
    Read full review

    Hiver

    No answers on this topic

    Usability

    UserScape

    No answers on this topic

    Hiver

    Easy to use
    Read full review

    Support Rating

    UserScape

    No answers on this topic

    Hiver

    Support is there, can be slow at times.
    Read full review

    Alternatives Considered

    UserScape

    HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
    Read full review

    Hiver

    Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
    Read full review

    Return on Investment

    UserScape

    • Improved ticket response time
    • Workload reporting to upper management
    • Ticket category reporting to identify training opportunities
    Read full review

    Hiver

    • Hiver has increased the efficiency by which we address emailed questions and concerns.
    • Hiver increases transparency between team members.
    • Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
    Read full review

    Screenshots

    Add comparison