What users are saying about
6 Ratings
2 Ratings
6 Ratings
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Score 9.7 out of 100
2 Ratings
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Score 8 out of 100

Likelihood to Recommend

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.
Anonymous | TrustRadius Reviewer

SupportBee

SupportBee is particularly well suited as a support ticket system if you use the systems supported by its 3rd party integrations. If you are looking for a lightweight, easy-to-use, support ticket system without a lot of extras, then SupportBee is the right choice.
Matt Heerema | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Hiver
9.0
SupportBee
9.2
Organize and prioritize service tickets
Hiver
8.8
SupportBee
10.0
Ticket creation and submission
Hiver
9.1
SupportBee
10.0
Ticket response
Hiver
9.1
SupportBee
10.0
Expert directory
Hiver
SupportBee
10.0
Subscription-based notifications
Hiver
SupportBee
7.0
ITSM collaboration and documentation
Hiver
SupportBee
8.0

Multi-Channel Help

Hiver
9.1
SupportBee
8.0
Email support
Hiver
9.1
SupportBee
10.0
Customer portal
Hiver
SupportBee
4.0
Help Desk CRM integration
Hiver
SupportBee
10.0

Self Help Community

Hiver
SupportBee
6.0
External knowledge base
Hiver
SupportBee
6.0

Pros

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!
Megan Shorter | TrustRadius Reviewer

SupportBee

  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.
Anonymous | TrustRadius Reviewer

Cons

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.
Anonymous | TrustRadius Reviewer

SupportBee

  • MESSAGE THREADING - the interface for long message threads makes things difficult to scan and review.
  • PRICE TIERS - a few of the pieces of functionality we need (client portal) are at a price tier that makes it infeasible for us.
Matt Heerema | TrustRadius Reviewer

Support Rating

Hiver

No score
No answers yet
No answers on this topic

SupportBee

SupportBee 7.0
Based on 1 answer
I haven't had to deal with support issues much, other than someone within our own company helping.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Hiver

Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
Megan Shorter | TrustRadius Reviewer

SupportBee

SupportBee is the "maximal point" of the combination of feature set, price point, ease of use, third party integrations, and client-facing functionality. Every other system we've tried is too expensive, impossible to use, too many features, too high a learning curve for our employees, or too difficult for our clients to interact with.
Matt Heerema | TrustRadius Reviewer

Return on Investment

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.
Anonymous | TrustRadius Reviewer

SupportBee

  • Helps ensure client requests don't go unhandled - invaluable.
  • Helps ensure priority clients get priority handled.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Hiver

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Hiver Editions & Modules

Edition
PLUS PLAN$14.001
PREMIUM PLAN$22.001
ENTERPRISE PLAN$34.001
  1. /user/month
Additional Pricing Details

SupportBee

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SupportBee Editions & Modules

Additional Pricing Details

Rating Summary

Add comparison