Hiver
HiverReviews from AWS customer
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Lightweight and perfect for small business
What do you like best about the product?
Solves the gaps in a shared mailbox without having a heavy ticketing system functionality.
It works within gmail - perfect!This means I can also have it working alongside my CRM (Copper.com) so that the support and account management team can see tickets and full relationship history all in the same screen.
It has excellent round-robin and assignment capabilities that have reduced my 'time to assignment' and in turn my 'first response time' metrics accordingly.
It works within gmail - perfect!This means I can also have it working alongside my CRM (Copper.com) so that the support and account management team can see tickets and full relationship history all in the same screen.
It has excellent round-robin and assignment capabilities that have reduced my 'time to assignment' and in turn my 'first response time' metrics accordingly.
What do you dislike about the product?
Slightly improved rules around SLA's would be helpful. I'd like to see it integrated with Google Chat next.
What problems is the product solving and how is that benefiting you?
We have several shared mailboxes but dont want a heavy ticketing solution to manage them. We wanted to keep a really 'human' experience ('not giving them a number'). We wanted it to work where we work - in gmail. Hiver does all of this and still gives us the kind of reporting you'd expect from a full support solution. And it costs way less!
Recommendations to others considering the product:
if shared mailboxes are too little, but full ticketing systems (e.g. Zendesk) are too much, Hiver is the perfect middle ground.
Vital service for coordinating PR responses
What do you like best about the product?
My team uses Hiver to respond to emails we receive to a shared Google Group. Prior to installing Hiver, we had to CC that email on our responses for visibility, but human error easily led to dropped threads. Hiver enables visibility by default and quick collaboration. I like that the Notes feature minimizes the amount of back-and-forth we have to do over email, and the Templates feature is helpful for responding to repetitive inquiries (e.g., questions about photo licensing).
I also like that Hiver layers on top of Gmail, unlike some other customer service/helpdesk products that require navigating a completely separate UI outside of Gmail. It also enables us to respond to queries in a personal fashion, since we respond with our own emails rather than a generic help@ or press@ account.
I also like that Hiver layers on top of Gmail, unlike some other customer service/helpdesk products that require navigating a completely separate UI outside of Gmail. It also enables us to respond to queries in a personal fashion, since we respond with our own emails rather than a generic help@ or press@ account.
What do you dislike about the product?
There's a bit of a learning curve for new users (definitely not bad compared to some other helpdesk products, though). We developed a presentation for our team to onboard people in-house, but I think that it would be great if the Hiver team offered a concise demo call as an option for new users.
What problems is the product solving and how is that benefiting you?
Hiver enables us to be more collaborative, accountable, and transparent. It also helps us recognize what kinds of queries we're responding to more quickly, which we take more time with, and how many of each type of inquiry we tend to receive (by using the tagging feature). This has allowed us to move more quickly and save time as a team.
Recommendations to others considering the product:
The team is also really responsive, which we appreciate!
Get Hiver! You will never regret it
What do you like best about the product?
Emails are efficiently distributed to various members of the team and all templates are easy to use and make.
What do you dislike about the product?
It sometimes logs one out but its very simple to log back in
What problems is the product solving and how is that benefiting you?
Emails are distributed efficiently and it makes our call center team much more productive. It also free's up time for everyone
Recommendations to others considering the product:
Hiver has totally transformed the productivity of my team and I do not regret it for one second! You will never regret it
Email Inbox Used to be Flooded
What do you like best about the product?
Hiver has spared my inbox from emails sent to our shared email but that does not pertain me (especially email chains that go back and forth). I could take a vacation and come back to less emails since my teammates can close out emails that are taken care of or assign me the ones that need my attention. I also like that when you are drafting a reply email, you can see if another teammate is already typing so that you both aren't responding to the same email.
What do you dislike about the product?
You do have to make sure your team is on the same page, if someone deletes an email from the shared inbox, it deletes for everyone.
What problems is the product solving and how is that benefiting you?
Hiver solves having to ask or double check your teammate if they've already responded to an email in the shared inbox since sometimes they could respond and forget to CC you.
Works very well for sharing inboxes with your team
What do you like best about the product?
easy to track who had dealt with which email.
What do you dislike about the product?
i sometimes find it hard to navigate between gmail accounts
What problems is the product solving and how is that benefiting you?
We have a support email that two members of the team need access to.
Hiver is a great tool
What do you like best about the product?
The capacity to order the emails and assign cases thru the tool
What do you dislike about the product?
I think hiver works very good and adapted to my needs
What problems is the product solving and how is that benefiting you?
My team and I receive a lot of requests, hiver help us to organized the answers and the timing
Gamechanger!! The only way to efficiently collaborate on emails!
What do you like best about the product?
Hiver's seamless Gmail functionality is amazing. It's the best way to connect multiple information points within the operational ecosystem. Hiver has brought a high amount of efficiency gains as we no longer have all users checking and reading the same incoming messages.
What do you dislike about the product?
That it is not a part of Gmail by default! :)
I've used Hiver within my team for two years now. Hiver has reached out for suggestions on improvement and has also updated us on new features along the way. Had they remained static, I would have a few things to complain about. The only negative that I can find is the learning curve with some users. Luckily, Hiver has more than enough content to help users learn the software.
I've used Hiver within my team for two years now. Hiver has reached out for suggestions on improvement and has also updated us on new features along the way. Had they remained static, I would have a few things to complain about. The only negative that I can find is the learning curve with some users. Luckily, Hiver has more than enough content to help users learn the software.
What problems is the product solving and how is that benefiting you?
1. Communication flow within my team
2. Visibility in information
3. Collaboration on email replies
4. Monitoring the quality of responses sent out to customers
2. Visibility in information
3. Collaboration on email replies
4. Monitoring the quality of responses sent out to customers
Recommendations to others considering the product:
Hiver has overall given us the ability to communicate more effectively. It really has become a tool that we can no longer move without. We are a stronger organization because of it.
Hiver has improved our team and user experience
What do you like best about the product?
Hiver allows us to easily assign tasks to the correct team member, with over sight on what everyone is working on.
Additionally, the tags allows us to stay on top of trends in requests and where we need to prioritise.
It has drastically changed the workload for the team as users as we can now easily what is open / pending and keep to our business SLA.
Lastly, this has meant for the employees at our company they are receiving better support.
Additionally, the tags allows us to stay on top of trends in requests and where we need to prioritise.
It has drastically changed the workload for the team as users as we can now easily what is open / pending and keep to our business SLA.
Lastly, this has meant for the employees at our company they are receiving better support.
What do you dislike about the product?
Some of the functions have glitches e.g viewing other members tickets on the left hand tab.
What problems is the product solving and how is that benefiting you?
It has drastically changed the workload for the team as users as we can now easily what is open / pending and keep to our business SLA.
Lastly, this has meant for the employees at our company they are receiving better support.
Lastly, this has meant for the employees at our company they are receiving better support.
Recommendations to others considering the product:
If you are looking to get on top of a shared inbox this is a great tool
Excellent Email Tool
What do you like best about the product?
The ticketing system and ability to assign emails to others
What do you dislike about the product?
Sometimes it can be a little slow to sync in my inbox, but other than that noting!
What problems is the product solving and how is that benefiting you?
Quicker at responding to emails and able to pass emails on to other people who may be able to deal with them better
Easy to use, easy to organize
What do you like best about the product?
the functions of tagging what each task may be and noting once its completed
What do you dislike about the product?
nothing comes to mind as far as a dislike at this moment.
What problems is the product solving and how is that benefiting you?
The major issue it resolves is keeping track of our requests submitted whether it comes from an agent or lender. It allows me to see it as a way of a ticketing system which makes it easy to see what is the status of this particular request.
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