Hiver is a customer service platform that brings together communication channels, apps, and data to improve customer support operations. Hiver enables real-time collaboration across every customer communication channel, offering AI and automation to resolve issues and help teams work faster. Hiver states that over 10,000 teams of all shapes and sizes globally from Flexport to Harvard University, Vacasa, and Epic Games rely on Hiver to deliver support that wins and retains customers for…
$24
per month per user
Freehand by InVision
Score7.7 out of 10
N/A
Freehand, from InVision headquartered in New York, is an online whiteboard that enables teams to plan, brainstorm, and draw together. It aims to give everyone a simple way to visually represent ideas with charts, diagrams, and drawings. Whether for mind mapping, creating a customer journey map, or drafting up an org chart, Freehand can help teams make ideas and plans visual.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
InVision Freehand has quickly evolved to be a very robust solution for our pre-design process and collaboration with stakeholders and other product teams. It has brought a lot more hands-on workshopping opportunities and created engaging spaces for cross functional teams. Internally to our design org we are able to prototype ideas faster and generate insights or changes BEFORE going into more hi-fidelity design tools or processes.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The resolution: Our webpage designs always pass the resolution threshold to where freehand starts to work its compression. During presentations, it can be a little embarrassing when we can't read the copy because it looks like potatoes.
Embedding videos: GIFs are only good to a certain point, and creating Vimeo embeds is tedious. I wish I could embed MP4s or web assets a lot quicker.
Touchpad panning: I can't tell you how many times I've "gone back" in my browser when I'm just trying to pan across the freehand. Has honestly made me wanna force quit on many occasions.
Sticky notes and text in shapes: Overall, it's really hard to use the sticky notes and text inside rectangles without the text just getting all over the place. It's different sizes, it gets too tiny, it gets way too big, and overall, it just doesn't look professional, even with a lot of fussing.
No ability to crop/mask an image. Nice to have, but sometimes we just need to delete a chunk off a screenshot, and it requires opening PS or taking a screenshot to edit anything.
Wish there was a way to have "internal comments" that are not visible to our clients.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Honestly as in any organization it's up to budget. I feel like every organization I go to I'm constantly striving to keep InVision as part of the main funded tools used by the team especially in a remote environment. I feel there is a push to move to Figma and Zooms new white boarding tool but I'm still not a fan of Zoom's tool. Microsoft also created a white boarding tool which has been buggy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Color Selection can be tricky when changing colors for shapes and text I've seen other users struggle with creating sticky notes and getting text to fit in the box properly and had to abandon the tool for a workshop for this reason After having a demo, I learned of new features I wasn't using. I don't know it would have been intuitive to find on my own.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
For availability, we never have to even think about whether inVision Freehand is going to be available for us to work with. There has never been a time when we have opened up the application and had any issues of any kind. I can't imagine why anyone would work with a platform that is unreliable. inVision Freehand is realibel, stable, and getting better all the time. Whether it's their built-in tools or the expanding of Templates to work with Freehand has been a reliable go-to platform for us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It is a little slow when bringing artboards from Sketch to Freehand using Craft. I have had some issues loading and redrawing pages when I have a lot of images on my freehand board. It gives me an error message while I am in the file and starts to reload and redraw all the photos again. Not sure if it has a limit on how many images it can handle on a board at a time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I haven't had to use the support team for anything, which is great news because that means the product usually works as expected! In terms of online support, I've been able to find videos that show how new features work. Also, many of the people I work with have experience with the tools so they are a great resource for me.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The implementation is pretty much easy-peasy and plug-n-play. We simply download the applications and install, signed in and were good to go. I really cannot imagine that there would be anyone who would have any difficulty whatsoever in getting started in more than just a few minutes. It's really how implementing these officewide improvements should always go.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Miro (formerly Realtime Board) is the original product concept for this tool and I used it for 3-4 years for product development. Invision is aesthetically a carbon copy of the tool but lacks in fine usability controls. We actually didn't choose Freehand, it just came as an added tool under our Invision subscription. It's helpful but knowing the previous tool, it's been a hard sell because it's just not as good. Again, it's really fine tuned usability things like navigation, zoom, switching from tool to tool, selecting and deselecting, etc
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Getting set up with inVision Freehand was super simple. We figured how many of our team members were going to be using it and we set up our account knowing that. There were no negotiations, contract hassles or anything that would have been a waste of our time, efforts or resources.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Not everyone in the company has access to Invision, and they can't view the links I provide to them. I also wish everyone could view a file without logging in to the enterprise account. It comes in handy when I am doing focus-group studies or other studies with our customers that don't have Freehand. Unfortunately, if that is possible, I don't know how to do that.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
