What users are saying about
11 Ratings
4 Ratings
11 Ratings
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Score 6.7 out of 100
4 Ratings
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Score 9 out of 100

Feature Set Ratings

  • SupportBee ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help

Incident and problem management

2.0

Hiver

20%
8.6

SupportBee

86%
SupportBee ranks higher in 6/6 features

Organize and prioritize service tickets

1.4
14%
3 Ratings
8.5
85%
4 Ratings

Ticket creation and submission

2.3
23%
3 Ratings
9.0
90%
4 Ratings

Ticket response

2.3
23%
3 Ratings
9.0
90%
4 Ratings

Expert directory

N/A
0 Ratings
8.0
80%
3 Ratings

Subscription-based notifications

N/A
0 Ratings
8.5
85%
4 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
8.5
85%
4 Ratings

Multi-Channel Help

3.3

Hiver

33%
8.4

SupportBee

84%
SupportBee ranks higher in 5/5 features

Email support

3.3
33%
3 Ratings
9.0
90%
3 Ratings

Customer portal

N/A
0 Ratings
9.0
90%
3 Ratings

IVR

N/A
0 Ratings
8.0
80%
2 Ratings

Social integration

N/A
0 Ratings
7.0
70%
2 Ratings

Help Desk CRM integration

N/A
0 Ratings
9.0
90%
3 Ratings

Self Help Community

Hiver

Feature Set Not Supported
N/A
8.7

SupportBee

87%
SupportBee ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
9.0
90%
4 Ratings

Internal knowledge base

N/A
0 Ratings
8.5
85%
2 Ratings

Attribute Ratings

  • SupportBee is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

1.4

Hiver

14%
3 Ratings
9.0

SupportBee

90%
4 Ratings

Usability

3.0

Hiver

30%
1 Rating

SupportBee

N/A
0 Ratings

Support Rating

4.0

Hiver

40%
1 Rating
7.0

SupportBee

70%
2 Ratings

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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Pricing Details

Hiver

Starting Price

$14 /user/month

Editions & Modules

Hiver editions and modules pricing
EditionModules
PLUS PLAN$14.001
PREMIUM PLAN$22.002
ENTERPRISE PLAN$34.003

Footnotes

  1. /user/month
  2. /user/month
  3. /user/month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

SupportBee

Starting Price

Editions & Modules

SupportBee editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Usability

    Hiver

    Easy to use
    Read full review

    SupportBee

    No answers on this topic

    Support Rating

    Hiver

    Support is there, can be slow at times.
    Read full review

    SupportBee

    I haven't had to deal with support issues much, other than someone within our own company helping.
    Read full review

    Alternatives Considered

    Hiver

    Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
    Read full review

    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.
    Read full review

    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

    Add comparison