A great solution for teams that work closely together to provide exceptional service to their clients!
May 20, 2019
A great solution for teams that work closely together to provide exceptional service to their clients!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Hiver
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.
- 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.