Hiver vs. SupportBee

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hiver
Score 8.8 out of 10
N/A
Hiver helps you manage customer support and sales right from your Gmail. With Hiver, teams can collaborate on Shared email accounts like support@ or sales@ without having to leave their Gmail accounts. Hiver works like a full-fledged help desk, built right into Gmail. It gives you everything you need to do outstanding customer support, without any of the complexities and feature overload that come with other help desk products. Hiver is used by thousands of companies…
$14
/user/month
SupportBee
Score 9.0 out of 10
N/A
SupportBee is a lean help desk option, essentially an email ticketing system, for small businesses. It deviates from the typical per agent per month pricing model in favor of pay-as-you-go ticket volume pricing.N/A
Pricing
HiverSupportBee
Editions & Modules
PLUS PLAN
$14.00
/user/month
PREMIUM PLAN
$22.00
/user/month
ENTERPRISE PLAN
$34.00
/user/month
No answers on this topic
Offerings
Pricing Offerings
HiverSupportBee
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
HiverSupportBee
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hiver
1.7
3 Ratings
129% below category average
SupportBee
8.6
4 Ratings
9% above category average
Organize and prioritize service tickets1.03 Ratings8.54 Ratings
Ticket creation and submission2.03 Ratings9.14 Ratings
Ticket response2.03 Ratings9.14 Ratings
Expert directory00 Ratings8.03 Ratings
Subscription-based notifications00 Ratings8.64 Ratings
ITSM collaboration and documentation00 Ratings8.54 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hiver
3.0
3 Ratings
86% below category average
SupportBee
8.4
3 Ratings
11% above category average
Email support3.03 Ratings9.13 Ratings
Customer portal00 Ratings9.13 Ratings
IVR00 Ratings8.02 Ratings
Social integration00 Ratings6.92 Ratings
Help Desk CRM integration00 Ratings9.13 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hiver
-
Ratings
SupportBee
8.8
4 Ratings
15% above category average
External knowledge base00 Ratings9.14 Ratings
Internal knowledge base00 Ratings8.52 Ratings
Best Alternatives
HiverSupportBee
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HiverSupportBee
Likelihood to Recommend
1.0
(3 ratings)
9.0
(4 ratings)
Usability
3.0
(1 ratings)
-
(0 ratings)
Support Rating
4.0
(1 ratings)
7.0
(1 ratings)
User Testimonials
HiverSupportBee
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.
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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.
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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!
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SupportBee
  • Shared inbox system
  • The knowledge base resource
  • Customer portal software
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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.
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SupportBee
  • UX isn't the cleanest.
  • Finding where to actually start typing responses can be confusing for new users.
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Usability
Hiver
Easy to use
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SupportBee
No answers on this topic
Support Rating
Hiver
Support is there, can be slow at times.
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SupportBee
I haven't had to deal with support issues much, other than someone within our own company helping.
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Alternatives Considered
Hiver
Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
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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.
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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.
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SupportBee
  • 100% Service Level Achievement
  • Could Build Good Client & Customer Relationship
  • Knowledge base Could Save Our Time
  • Features are best and justified with the pricing
  • Needs improvement in social integration or channels
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ScreenShots

Hiver Screenshots

Screenshot of Hiver in GmailScreenshot of Access shared mailboxScreenshot of Collision alerts feature