Hiver vs. HotGloo

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.

Incentivized

Overall, I am happy with HotGloo. It supports and fits well into my workflow. Here, I use HotGloo mainly during the prototyping scale. More preciously for wireframing. Eventhough, there are other tools - which I also use in subsequent steps - that would support wireframing as well, I like HotGloo and will keep using it during this stage. This is mainly because I think the elements and symbol library has just the right depth and detail for wireframing. It is important in wireframing to not include to much detail yet. Otherwise, testers get distracted by design aspects. Therefore, I like HotGloo and us it for different Product and Service design projects.

Incentivized

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

Incentivized

• Prototyping.
• Collaboration.
• Widget library.

Incentivized

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

Incentivized

• logical structure of interface objects
• preview view does not scale frame on small screens
• Tool ribbon

Incentivized

Easy to use

Support is there, can be slow at times.

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.

Incentivized

Being able to export the finished wireframe to HTML was a huge time saver for me and my team. Getting to that next step quickly and seamlessly was a massive help. Not only that, but other tools that do this, we have not as much luck. HotGloo's functionality was a step above the others.

Incentivized

• 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

Incentivized

• Quicker lead time in testing interactions with latest designs.
• Shorter build time through use of standard branding.

Incentivized