Hiver vs. TeamWave (discontinued)

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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Only if you are constrained on cost and you need a good user experience.

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

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• Unlimited users
• CRM & Project management in one tool
• Visual Cards

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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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• [I feel] Product management is tedious
• Flexibility of Integration with TPA
• Mobile App is not robust.

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Easy to use

As the organization scale and capability increases and the cost is not a constraint.

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Support is there, can be slow at times.

Responsive and solution oriented.

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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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TeamWave provides real value for its cost - but after using it for a while the need of real feature which other similar tools offer at higher price starts to become important. Unless you really need those advanced features, TeamWave fits the bill.

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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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• Easy to scale of operations, since unlimited users are allowed.
• Database cost is not recurring

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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