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Hiver Reviews

2 Ratings
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Score 9.5 out of 100

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Reviews (1-1 of 1)

Anonymous | TrustRadius Reviewer
May 20, 2019

A great solution for teams that work closely together to provide exceptional service to their clients!

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source
We implemented HIVER as an alternative to other ticketing solutions such as Desk, Freshdesk, and Zendesk. We user G-Suite business services including Gmail, Chat etc, and I was searching for a solution that would keep my team in the same platform rather than integrating a solution outside of our own email inboxes. Hiver allows us to treat inbound emails to support and billing, etc. as tickets that any team member with access to the inbox can address, assign, and close. We can also chat internally within the side panel if we need more information from another team member in an order to address the customer inquiry.
  • Manage support emails with more transparency than Gmail Groups.
  • Communicate internally and alerting specific team members about specific inquiries.
  • Allows any email received by a team member to be easily created into a ticket to be addressed by a wider group of team members.
  • 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.
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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Hiver Scorecard Summary

Likelihood to Recommend (2)
9.5

Feature Scorecard Summary

Organize and prioritize service tickets (1)
5
Ticket creation and submission (1)
10
Ticket response (1)
10
Email support (1)
10

About Hiver

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 globally and is one of the most loved products built for Gmail and G Suite.

Categories:  Collaboration,  Customer Relationship Management (CRM),  Help Desk

Hiver Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Does not have featureExpert directory
Does not have featureSubscription-based notifications
Does not have featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Does not have featureAutomated responses
Does not have featureAttachments/Screencasts
Does not have featureSLA management
Self Help Community Features
Does not have featureForums
Does not have featureExternal knowledge base
Does not have featureInternal knowledge base
Does not have featureQ and A
Does not have featureSurveys/polls
Multi-Channel Help Features
Does not have featureCustomer portal
Does not have featureLive help chat
Does not have featurePhone support
Does not have featureIVR
Does not have featureCall scripting
Does not have featureSocial integration
Has featureEmail support
Does not have featureHelp Desk CRM integration
Additional Features
Has featureShared Mailboxes
Has featureShared Labels
Has featureCollision Alerts
Has featureEmail Notes
Has featureAuto Response
Has featureEmail Templates
Has featureShared Drafts
Has featureSend Later
Has featureAnalytics, Automations, and Integrations

Hiver Screenshots

Hiver Integrations

Hiver Competitors

Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No
EditionPricing DetailsTerms
PLUS PLAN$14/user/month
PREMIUM PLAN$22/user/month
ENTERPRISE PLAN$34/user/month

Hiver Support Options

 Free VersionPaid Version
Email
FAQ/Knowledgebase
Video Tutorials / Webinar

Hiver Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Countries:All
Supported Languages: English