Hiver
HiverReviews from AWS customer
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Very great and easy to use!
What do you like best about the product?
I like it how easy it is to use it. It has helped us keep our support tickets on track! i like that you can create templates which makes life a lot easier. The tags make a great addition which helps us see where the tickets are coming from the most - great for analytics.
What do you dislike about the product?
When we first got Hiver it seemed to slow down our gmail. However this changed so that was a negative turned into a positive.
The app is not the best. As we receive support tickets via a system that come through gmail it does not allow us to reply to that person that raised the ticket, so it has to either be done on a desktop or gmail app, which can be a little frustrating.
The app is not the best. As we receive support tickets via a system that come through gmail it does not allow us to reply to that person that raised the ticket, so it has to either be done on a desktop or gmail app, which can be a little frustrating.
What problems is the product solving and how is that benefiting you?
We have realised that since using Hiver we are able to distribute the tickets and escalate it to the right people. It has helped us be more organised and making sure that each issue raised is solved to the best of our ability.
We are able keep track of who are the most demanding clients and gave us insight of how busy we get.
We are able keep track of who are the most demanding clients and gave us insight of how busy we get.
Recommendations to others considering the product:
Its very good. Easy to use and has a lot of benefits with help desk/support request tickets.
Made work life organised and easy to keep track of emails
What do you like best about the product?
I love the fact we can have multiple inboxes as this allows us to split up the emails we receive on a daily basis. Assigning emails really helps us get work done and distributed better rather than sitting in the inbox for all of us to guess if someone else is dealing with it. Furthermore this leads to if you click in an email and go to reply you can see if someone else has already started replying and share draft emails.. this is a life saver.
What do you dislike about the product?
I find it sometimes glitches and It would be good if in the conversation on the side we could add attachments etc. Another idea that could be very helpful for us is to add some folders within the inbox that we can file away without being left in the inbox with labels on.
What problems is the product solving and how is that benefiting you?
We have not had any problems so far and all is working fine.
Recommendations to others considering the product:
If you are looking for a shared mailbox with multiple inboxes where you can assign emails and write notes then this is the product for you.
A great ally of work by email.
What do you like best about the product?
I have taken advantage of the way of working with this software from a very preferential point of view via email, it has given a usually easy and fast performance in every support that is done, either in sales or ticket answering. Its interface is fast and helps me to better develop the proposal.
What do you dislike about the product?
I don't like that the program has a limitation in the redirection of tickets in terms of the amount per department, maybe it's a server error.
What problems is the product solving and how is that benefiting you?
Help desks are what we use the most and we focus on getting the most out of a software with high expectations of improvement and growth for support or sales via email, everything is initiated and executed through such corporate synchronization.
Recommendations to others considering the product:
It is not at all complicated to buy or use it, it has definitely been a great ally that needs to be applauded because it has gotten us out of trouble through an exhaustive control of the support, people feel incredibly identified with Hiver.
Game Changer!
What do you like best about the product?
Hiver allows us to track emails in one place. It also allows us to reassign any emails that we do not have answers for.
What do you dislike about the product?
Hiver can improve their reporting functions. It can be alerts or reminders.
What problems is the product solving and how is that benefiting you?
Our efficiencies in responding to emails is a lot faster than before.
Recommendations to others considering the product:
If you need some organization for high volume emails, Hiver is a great solution.
Great tool that transforms Gsuite usability!
What do you like best about the product?
We love the easiness to manage shared mailboxes, and the great levels of support.
Constant updates and real-time fixes
Constant updates and real-time fixes
What do you dislike about the product?
I would find it hard to pinpoint a dislike with Hiver, it's an overall great tool.
What problems is the product solving and how is that benefiting you?
Managing access to mailboxes with large teams and prioritizing inbound customer support issues and requests. It's really beneficial that our support teams can have clear discussions and brainstorming accosted with each email and they can be assigned to specific users within the team.
Very useful for managing our shared inbox
What do you like best about the product?
We've been using Hiver for almost a year and we are so pleased! No more forwarding emails to each other which makes our internal processes more effective.
What do you dislike about the product?
Everything is fine, we are very pleased!
What problems is the product solving and how is that benefiting you?
Managing our shared email for the admin team. It allows the team to distribute the work amongst members.
Hiver is Amazing
What do you like best about the product?
Everything I need is in gmail. I use to have to go from one tab to another to answer support tickets or to share customer emails with employees but now I can do it all from inside gmail or from the smartphone app.
Hiver has saved me money on expensive support ticket solutions, but more importantly it has saved me time. It really is a game changer.
Hiver has saved me money on expensive support ticket solutions, but more importantly it has saved me time. It really is a game changer.
What do you dislike about the product?
There isn't much to dislike about Hiver.
What problems is the product solving and how is that benefiting you?
Much of my business operates withing gmail so having to go outside of gmail in order to answer support tickets or collaborate with employees was always a hassle. Hiver has vastly improved my workflow, lead to faster support ticker responses, more satisfied customers, and reduced time spent on support.
One other great benefit is that you can set up canned responses which are usable outside of the Hiver inbox. So when I get an email which a customer sends directly (not through support) I can still use a canned response to reply. In fact, most of the features that are in the Hiver inbox are available for normal emails. Having a database of canned responses has been extremely helpful and has cut my email time in half.
Also, before Hiver I would need to forward emails to employees or copy+paste the email body into WhatsApp if I needed an employee to write up a response for me. Now with a shared inbox my employees can see emails when they come in and respond right away.
One other great benefit is that you can set up canned responses which are usable outside of the Hiver inbox. So when I get an email which a customer sends directly (not through support) I can still use a canned response to reply. In fact, most of the features that are in the Hiver inbox are available for normal emails. Having a database of canned responses has been extremely helpful and has cut my email time in half.
Also, before Hiver I would need to forward emails to employees or copy+paste the email body into WhatsApp if I needed an employee to write up a response for me. Now with a shared inbox my employees can see emails when they come in and respond right away.
Recommendations to others considering the product:
If you want to do everything inside of gmail then Hiver is worth checking out.
Not intuitive for scalability. Cancellation process is not easy
What do you like best about the product?
I like the fact that you can keep the tickets within the same workspace as you general email inbox. It's fast to learn and train new employees on. Love the new "Permalink" feature.
What do you dislike about the product?
I would like method to merge tickets, if possible. Also would be great if we had an option to display analytics without having to give users admin access. For operational high level transparency
What problems is the product solving and how is that benefiting you?
Customer inquiries, being self aware of SLA's
Recommendations to others considering the product:
Be 100% Comfortable using the Gmail Environment
Does exactly what it needs to do
What do you like best about the product?
Not complicated to start using and get up and running, then seamlessly integrates with our gmail shared inbox
What do you dislike about the product?
Need to use Chrome browser and I think you have to have Conversation View on gmail which not everybody wants
What problems is the product solving and how is that benefiting you?
We're a small team sharing the incoming support mailbox with irregular work timings, so great for making sure that every email has been allocated to someone and is being dealt with, plus to identify whenever we've got an upcoming issue with capacity for dealing with these support emails.
Recommendations to others considering the product:
If you need to deal with a shared inbox but ideally don't want a complicated or expensive ticketing platform in addition to your gmail, then Hiver is definitely the one for you
Great shared inbox for team work, easy to use
What do you like best about the product?
Hiver is essential for team work; it has many functionalities that makes it easier to work in a team. It helps being more efficient as all the information/emails are in one place. The inbox is tidy and well organised.
The Hiver team is also very helpful in solving issues quickly.
The Hiver team is also very helpful in solving issues quickly.
What do you dislike about the product?
The phone app is not working sometimes. The spam emails are all grouped in one report which is sent a few days after the email was received so there is a delayed response time due to this.
What problems is the product solving and how is that benefiting you?
Hiver is perfect for organisation. It helps several members of a team a lot with its different functionalities such as the status of emails, or the assigned emails to different users. Hiver also improves the workload and productivity; you can simply take emails from others and vice versa and you can check the analytics part to see what can be changed in a team.
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