Hiver vs. Intel Unite

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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It's a fantastic tool [Intel Unite] in meeting rooms where staff frequently change and/or bring their own devices to connect. No more wires or dongles, just a wifi connection needed and that's it to stream to the screen. It'll even display on the screen exactly what end-users need to do to connect, which makes getting connected for less tech-savvy users very easy. If you have an IT or AV department that isn't great, this probably isn't a great option to roll-your-own, but they do sell dedicated Intel Unite PCs with everything pre-done on them.

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

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• No dongles needed any longer for connections, it's all through a local wifi (or the corporate one depending on how you set it up). You can stream from mobile devices too.
• Simple set-up - laptops connect very easily, mobiles connect quickly with an app.

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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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• The initial setup was a bit of a pain - when we started they required specific hardware to make it work (Intel vPro), which wasn't on the PC used for presentations at the time and we had to change hardware out.
• Software versions are difficult to find on the Intel website - it's a bit of a jumble and not clear as to what needs to be installed and where.

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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.

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GoToMeeting and Webex both require either a connection to the display screen or a PC mounted to the display to connect through. [Intel] Unite handles both of those areas, though it doesn't function as a remote meeting platform to bring people together from different locations. It's just for local display.

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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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• For us, this has been a creature comfort primarily as it has allowed us to simplify connections in meeting rooms for infrequent staff.
• We had a lot of theft of dongles from meeting rooms due to presenters snatching them when they packed up for the day. [Intel] Unite let us allow presenters to connect wirelessly to the display screens, and no more dongles to hand out in the first place!

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