Hiver

Hiver

Score 6.9 out of 10
Hiver
Starting at $14 /user/month
View Pricing

Overview

What is 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...

Read more

Recent Reviews

Read all reviews

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all pricing

PLUS PLAN

$14.00

Cloud
/user/month

PREMIUM PLAN

$22.00

Cloud
/user/month

ENTERPRISE PLAN

$34.00

Cloud
/user/month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://hiverhq.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
Return to navigation

Product Demos

Hiver: The Human Way of Doing Customer Service
01:01
Return to navigation

Product Details

What is 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.

Hiver Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Ticket creation and submission
  • Supported: Ticket response

Multi-Channel Help Features

  • Supported: Email support

Additional Features

  • Supported: Shared Mailboxes
  • Supported: Shared Labels
  • Supported: Collision Alerts
  • Supported: Email Notes
  • Supported: Auto Response
  • Supported: Email Templates
  • Supported: Shared Drafts
  • Supported: Send Later
  • Supported: Analytics, Automations, and Integrations

Hiver Screenshots

Screenshot of Hiver in GmailScreenshot of Access shared mailboxScreenshot of Collision alerts feature

Hiver Video

Helpdesks make customer service impersonal. They create silos within organizations and prevent cross-team collaboration. They turn customers into tickets and spook them out with badly formatted, impersonal emails. Meet Hiver, a Gmail-centric customer service solution that he...
 Show More

Hiver Integrations

Hiver Competitors

Hiver Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesAll
Supported LanguagesEnglish
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

 (12)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 1 out of 10
Vetted Review
Verified User
We use Hiver for email management, shared inbox, etc.
  • Shared mailbox
  • Pricing
  • Not changing plans
PROS: Product ok, but be prepared for whacky price changes (last one 60%+ increase) The product is ok, but their release of new features is so slow and not keeping up with the competition. Looking around at alternatives and comparing features, you can see Hiver is lacking in so many areas. NEGATIVES: They constantly change their plans and doing this means huge price changes. I've no problem with SaaS providers tweaking plans here and there and there being the odd price increase to help develop the product, but Hiver does not do this. Hiver changes its plans drastically every so often and forces existing customers onto these new plans. Yes, this of course is their right since it's their product, but how can they justify wild price increases like 62%? No, this isn't fair and leaves existing customers feeling like they would never have signed up if they knew this was going to happen.
Incident and problem management (3)
16.666666666666668%
1.7
Organize and prioritize service tickets
10%
1.0
Ticket creation and submission
20%
2.0
Ticket response
20%
2.0
Self Help Community
N/A
N/A
Multi-Channel Help (1)
30%
3.0
Email support
30%
3.0
  • Helped with managing shared inboxes
Support is there, can be slow at times.
Easy to use
Megan Shorter | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Our organisation uses this to manage our shared inboxes used for both internal (support tickets from staff) and external (customer enquiries). Enquiries can be assigned, so multiple people won't be accidentally working on the same enquiry and in the current COVID environment, it allows us to manage consultants even when they're offsite with the ability to use drafts. It's really improved our workflow, and customer interactions.
  • 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!
  • It could be considered expensive, but ultimately worth every penny for those who use shared inboxes/groups to run their business.
If you're using groups in gmail and get frustrated by the requirement for someone to be assigning the emails for them to be organised, confused when you even think about figuring out who has commented on a topic or irate when the same topic line used in an email means that unrelated emails crop together and you sometimes miss enquiries - this is for you. Stop using groups, and start using Hiver.
Incident and problem management (3)
90%
9.0
Organize and prioritize service tickets
90%
9.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community
N/A
N/A
Multi-Channel Help (1)
90%
9.0
Email support
90%
9.0
  • Hiver has increased our ability to get back to tickets from customers more quickly.
  • Hiver has helped our customer service rating.
Hiver was the only option we looked at. There didn't appear to be many alternatives in the market.
Score 10 out of 10
Vetted Review
Verified User
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.
Incident and problem management (3)
83.33333333333334%
8.3
Organize and prioritize service tickets
50%
5.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community
N/A
N/A
Multi-Channel Help (1)
100%
10.0
Email support
100%
10.0
  • 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.
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.
Return to navigation