Hiver vs. vcita

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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It makes client communication extremely easy - we can message and schedule online appointments. Clients really like those options. We also like the online payment portal. That way clients can pay at their convenience, and we don't end up with credit card information that requires PCI compliance. It also helps with payments. It would also help with invoicing, but unfortunately, there are only 3 linked payment options (Square, Stripe, and PayPal). If you don't use one of those payment processors, you cannot link to billing.

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

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• Great for online appointment bookings.
• Good for taking payments.
• Good for onboarding new clients.
• Integrates with your website.
• Integrates with Facebook Pages.

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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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• Payment collection: We want to have an option to allow clients to choose the amount they wish to pay.
• Improved ease of use with forms.

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Easy to use

Overall - easy to use. There are some missing features (like fillable pdf forms), and it also requires using certain credit card processors to link billing (otherwise it doesn't work).

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Support is there, can be slow at times.

I do miss the days when I could easily call up a rep and talk to them about any issues I had with the service. But I still do hear back from the customer service rep during the week within 24 hours.

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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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I liked vCita a lot more for my home services company mainly because it handled scheduling through the software which was terrific.

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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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• I have no clue
• I'm assuming that we would not have people making appointments with us if we didn't have this service

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Independently Invited by TrustRadius

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