Hiver vs. Yellow.ai

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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I guess well suited for all kinds of use cases, scenarios across the industry, geography, businesses, etc.

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

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• Web integrated chat bot
• WhatsApp bot
• Good support from YM team
• Transparent dashboard for analysis

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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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• Shopping features in bot
• pricing
• app integration

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Easy to use

Support is there, can be slow at times.

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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The main factor was use cases implemented elsewhere in the BFSI domain besides competitive cost & implementation timelines.

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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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• Chatbot is another touch point for customer to do servicing of their loan.
• The following are the benefits for the customers.
• Avoid long wait times to reach agent.
• Get quick and reliable and up to date information.
• Easy and guided self-service journey.
• Post-launch on 04-Jan-20, in one month we had around 28000 unique customers visiting the bot.
• 24 X 7 availability.
• Increased customer satisfaction.
• Reduction in customer support manpower.

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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