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Hiver

Hiver

Starting at $24 per month per user
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Overview

What is Hiver?

Hiver is a customer service platform that brings together communication channels, apps, and data to improve customer support operations. Hiver enables real-time collaboration across every customer communication channel, offering AI and automation to resolve issues and help teams work faster.…

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Pricing

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Lite

$24

Cloud
per month per user

Growth

$34

Cloud
per month per user

Pro

$59

Cloud
per month per user

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

Starting price (does not include set up fee)

  • $24 per month per user
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Product Details

What is Hiver?

Hiver is a customer service platform that brings together communication channels, apps, and data to improve customer support operations. Hiver enables real-time collaboration across every customer communication channel, offering AI and automation to resolve issues and help teams work faster. Hiver states that over 10,000 teams of all shapes and sizes globally from Flexport to Harvard University, Vacasa, and Epic Games rely on Hiver to deliver support that wins and retains customers for life.


Hiver Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: SLA management

Self Help Community Features

  • Supported: External knowledge base
  • Supported: Internal knowledge base

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • 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 a view of a shared mailboxScreenshot of the collision alerts feature

Hiver Video

Hiver Overview

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

Frequently Asked Questions

Hiver starts at $24.

Front, Help Scout, and Freshdesk are common alternatives for Hiver.

Reviewers rate Organize and prioritize service tickets and Ticket creation and submission and Ticket response highest, with a score of 8.9.

The most common users of Hiver are from Small Businesses (1-50 employees).
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Comparisons

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Reviews From Top Reviewers

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Users have had a great experience with the analytics feature of the Hiver software, allowing them to analyze issues on a user basis for future feedback. The software has helped in reducing work and workarounds by using Hiver mailboxes and conducting all tasks within a single Gmail session. Additionally, users have found the ticket management tool to be excellent, with useful features like assignment and automation. Despite some challenges, users find Hiver to be a worthwhile and useful tool. It has solved the problem of quickly answering client questions and facilitating collaboration among team members. Hiver has effectively managed a single point of contact for customers while enabling individual management of tasks and threads by team members. It has increased efficiency in answering support emails and improved communication within support teams. Overall, Hiver has been utilized for email management and shared inbox purposes, providing valuable tools for organizing and distributing business emails, enhancing efficiency and collaboration.

Efficient and helpful in managing shared inboxes: Users have found Hiver to be highly efficient and helpful for managing shared inboxes. They appreciate its ability to assign emails to team members, which streamlines workflow and eliminates confusion.

Easy communication and collaboration within the team: Users like the feature of writing notes directly on an email in the sidebar, as it allows for easy communication and collaboration within the team without the need for multiple back-and-forth emails.

Full visibility into team emails: Hiver provides comprehensive visibility into emails at the team level, which users find extremely beneficial. This eliminates any issues with losing track of email chains and ensures that important messages are not overlooked.

Difficulties with Email Management and Searching: Some users have found it challenging to keep track of emails once they were assigned to someone else and have expressed frustration with the limited search function that only searches within specific folders rather than the entire inbox.

Issues with Notifications Settings: Users have reported dissatisfaction with the notifications settings, stating that sometimes notifications were marked as not read even when they were, leading to confusion and missed messages.

Syncing Problems and Bugs: Several users have encountered issues with syncing in Hiver, causing confusion among team members. They have also mentioned bugs such as tags not syncing properly, which can disrupt workflow and organization.

Users highly recommend HIVER for efficiently tracking and distributing work through a team. They suggest having someone knowledgeable manage the app's Admin part and utilizing all available features to effectively manage tasks. Users also advise reaching out to the HIVER team for assistance with app configuration.

Another common recommendation is to use HIVER for shared inboxes, opting for the higher HIVER option to access more useful features. It is suggested to centralize emails in one inbox instead of using multiple support/email-based ticketing solutions.

Users appreciate HIVER's easy installation, shared email address functionality, and excellent support. They find that HIVER makes communication seamless and synchronized within a team. Users further recommend HIVER for sharing a single mailbox with multiple team members, preventing duplicate responses and ensuring email organization.

Lastly, users highly recommend HIVER for improving client communication efficiency and response time. They advise implementing standard operating processes and believe it is a good solution for fostering collaboration in email correspondences among teams.

(1-3 of 3)

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

Rating: 10 out of 10
May 20, 2019
Vetted Review
Verified User
Hiver
2 years of experience
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.
Cons
  • 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.

Great solution to Google Group/Shared Inbox issues

Rating: 10 out of 10
September 03, 2020
MS
Vetted Review
Verified User
Hiver
1 year of experience
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!
Cons
  • 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.

Hiver Great Product, ROI for the Price

Rating: 8 out of 10
January 21, 2025
Vetted Review
Verified User
Hiver
2 years of experience
We use Hiver to organize our accounts payable group email. We created rules to automatically tag the emails based on vendor to which entity they are for and who they should be assigned to. Then we change the status from open to pending when they are submitted for approval but pending approval. Once approved and inside of our accounting system the emails are marked closed. Then analyics are ran to ensure emails are being addressed in a timely manner, and emails are not being deleted or just marked closed.
  • automation through rules
  • tagging emails, anaylics behind them
  • support, chat always responds right away
Cons
  • export the rules and import rules
  • bulk update of the rules, one assignee is no longer here we have to go into each rule individually and update
  • adding custom status, integrating with other 3rd party apps so the status can be changed by their triggers
For group emails where follow ups are necessary and tracking the progress of team members is a must, Hiver is a good fit. We have 5 different companies where all the AP flows into 1 group email. This group email is then monitored and the work is delegated to the correct assignee to address those emails.
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 (2)
80%
8.0
External knowledge base
80%
8.0
Internal knowledge base
80%
8.0
Multi-Channel Help (2)
85%
8.5
Customer portal
80%
8.0
Email support
90%
9.0
  • 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
Great product, with reasonable pricing, and great support. While the options to bulk change rules, export/import rules, and some other features like status change would be nice. The product itself is great. It's very helpful when trying to manage group email accounts and team activities. I would highly recommend this product.
Hiver is better than Front as it plugs directly into Gmail so no need to log into a separate email. While Gmelius has more features the price seems to be higher to. So it would depend on the volume and features needed when deciding between Hiver and Gmelius. Both can automate emails with tags and assignees, run analytics, and work directly with Gmail.
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