Hiver
HiverReviews from AWS customer
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Makes teamwork far easier!
What do you like best about the product?
We have much better control and traceability of our emails, allowing us to better follow up on enquiries/sales/after-service and allocate tasks to colleagues.
What do you dislike about the product?
When a started email is minimised and you are working on other emails, the send to address changes.
What problems is the product solving and how is that benefiting you?
Better tracking of emails and less room for error
Hiver is easy to use and makes team work so much easier in Customer Services.
What do you like best about the product?
I like the tag facility which allows our team to identify what we are waiting to hear back about on each email. I also like using 'snooze' so that I can follow up on emails once a certain amount of time has passed. It's also great that our agents can leave notes for each other on the emails and helpful that I can create email templates which the team can select when responding to our customers.
What do you dislike about the product?
If you have more than one email address, you have to select the correct one each time you send an email. Also you can't merge emails from the same customer together into one thread, which means that more than one agent may end up responding to a duplicate email. The only way around this is that we have to search the customer's email to see whether they have sent any other recent emails, which can be time consuming.
What problems is the product solving and how is that benefiting you?
Hiver centralizes our team and allows us to work together more efficiently. A shared Customer Services inbox of unassigned emails allows each of us to select what we would like to respond to. We are aware at all times of our workload and emails are no longer missed. It also helps us to communicate better within the team by leaving notifications for one another.
Hiver makes all of my emails so organized and allows me to find old emails very easily.
What do you like best about the product?
I like that I am able to tag emails to group them together with others that are like them.
What do you dislike about the product?
I wish that I was able to re-order the emails so the older ones will show up first instead of going through many pages of emails.
What problems is the product solving and how is that benefiting you?
I am able to see what my teammates are working on and assign issues to each other better.
Wonderful
What do you like best about the product?
Since using Hiver the experience has been great arranging emails and being able to assign them to me. I can work on those personally.
What do you dislike about the product?
I can't think of anything I do not like about this program.
What problems is the product solving and how is that benefiting you?
The benefit is having over 1,000 emails and being able to sort them and assign to other people.
Overall good, but there are some finnicky things
What do you like best about the product?
I love how simple the formatting is. Because it is all based out of Gmail, it is really easy to read through emails that have a lot of replies and a lot of forwards. The adjustment period to this from our previous system was very short and simple. Creating templates is quick and simple, and I appreciate the keyboard shortcuts as well.
What do you dislike about the product?
When using the Gmail search function, it brings up all of the emails that were sent through hiver as well as the personal emails from your inbox, which can be frustrating when you are trying to search for something specific. This means that you have to be careful about organizing your incoming emails very well to avoid losing them. This process can be a little bit finnicky.
What problems is the product solving and how is that benefiting you?
With Hiver, we were able to answer the emails we received much more quickly and efficiently. It was much easier to be able to get urgent updates from my personal email as well, as I don't have to switch between tabs or programs.
Hiver Successes
What do you like best about the product?
It is so easy to manuver. The ability to search all inboxes is fantastic.
What do you dislike about the product?
When it resets and I don't realize that I have to refresh to get back to my info.
What problems is the product solving and how is that benefiting you?
It is a fantastic way to send emails and assign them out to coworkers
Pretty Simple
What do you like best about the product?
It's fairly easy to navigate and find what you need.
What do you dislike about the product?
There's a bit of disconnect when trying to find emails when already assigned to someone, but overall really good service.
What problems is the product solving and how is that benefiting you?
It's easy to manage emails and divide the work up, and not too hard to deal with where things need to go.
CSR Email
What do you like best about the product?
It was easy to navigate. I was able to customize my inbox to work with how I would be able to navigate.
What do you dislike about the product?
I have not seen anything I do not like about it so far.
What problems is the product solving and how is that benefiting you?
It was able to let me move between inboxes to answer the emails promptly.
Very easy to use and we have access to a lot of useful tools
What do you like best about the product?
I enjoyed all the tools that we had but specifically the shortcuts that we could use when writing emails
What do you dislike about the product?
There were several times where I was either kicked out and had to log in, and sometimes it would not load when pulling up my email
What problems is the product solving and how is that benefiting you?
Helping those that we work with has been straightforward.
Efficient and Simple
What do you like best about the product?
Connected to email so I can move from personal messages to custom ones. Great stuff!
What do you dislike about the product?
I don't like that I can sort the incoming emails from oldest to newest. I also wish there was a chat version of Hiver so I could use that with customers too.
What problems is the product solving and how is that benefiting you?
Solving problems with incoming customers. Benefits include simple minimalist design and sorting features.
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