Hiver

Hiver is a revolutionary AI-first customer service platform that seamlessly integrates with your existing email client, such as Gmail or Outlook. It's designed to eliminate the need for clunky, standalone helpdesk systems by transforming your familiar inbox into a comprehensive, multi-channel support hub. Trusted by over 10,000 teams globally, Hiver empowers businesses to manage customer communications across email, live chat, and WhatsApp with unparalleled efficiency and collaboration. The platform is built on the principle of simplicity and power, offering a user-friendly interface that your team already knows how to use, combined with robust AI capabilities to automate tasks and scale support.

How to use Hiver

Getting started with Hiver is intuitive and quick, designed to get your team up and running in minutes. Here's a typical workflow:

1. Installation: Install the Hiver extension for Gmail or add-in for Outlook. The integration is seamless and requires no complex setup.
2. Set Up Shared Inboxes: Create shared inboxes for group email addresses like support@, info@, or sales@. All emails to these addresses will now appear in a centralized, manageable view within your inbox.
3. Team Collaboration: Invite your team members to the shared inboxes. You can then assign emails as tasks to specific team members, ensuring clear ownership and accountability.
4. Collaborate on Responses: Use internal notes and @mentions to discuss customer queries with colleagues without messy forwards or CCs. You can also use Shared Drafts to co-author a response with a teammate in real-time.
5. Automate Workflows: Create powerful, no-code automation rules to route incoming conversations, categorize tickets, assign them to the right agents, and trigger actions in other integrated apps.
6. Leverage AI: Train Hiver's AI on your past conversations and knowledge base articles. The AI can then automatically draft responses, resolve repetitive queries, and provide agents with context-aware suggestions.
7. Engage via Live Chat: Add Hiver's live chat to your website to engage visitors in real-time. Use AI chatbots to handle common questions 24/7, freeing up agents for more complex issues.
8. Monitor Performance: Utilize the built-in analytics to track key metrics like first response time, resolution time, customer satisfaction (CSAT), and team workload to make data-driven improvements.

Core Features of Hiver

• AI-Powered Automation (Hiver AI): Automatically resolves queries, drafts human-like responses, and categorizes tickets by learning from your historical data.
• Shared Inboxes: Manage group emails and internal communications from a centralized place within Gmail or Outlook, eliminating missed queries and confusion.
• Multi-Channel Support: Consolidate customer conversations from email, live chat, and WhatsApp into a single, unified view.
• Advanced Collaboration: Features like internal notes, @mentions, collision alerts, and shared drafts enable seamless teamwork.
• Knowledge Base: Create and manage an internal or public knowledge base to empower customers with self-service options and provide agents with quick access to information.
• AI Chatbots: Deploy intelligent chatbots on your website to provide instant answers, deflect common questions, and qualify leads 24/7.
• Actionable Analytics & Reporting: Get detailed insights into team performance, ticket trends, SLA compliance, and customer satisfaction with customizable dashboards and reports.
• Extensive Integrations: Connect Hiver with over 100 popular business applications, including Salesforce, Jira, and Slack, to streamline workflows and centralize customer data.
• Customer Portal: Offer customers a dedicated portal to submit new tickets and track the status of their existing requests, enhancing transparency.

Use Cases for Hiver

Hiver is a versatile platform suitable for various departments:

• Customer Service: The primary use case, enabling support teams to manage high volumes of inquiries, meet SLAs, and improve customer satisfaction across multiple channels.
• IT and Operations: Functions as an efficient internal IT helpdesk. Employees can submit requests, and the IT team can track, assign, and resolve tickets without leaving their inbox.
• Human Resources: Streamlines HR processes by managing employee queries related to hiring, onboarding, payroll, and policies through a dedicated HR inbox.
• Finance and Payroll: Manages communications for inboxes like finance@ or accounts@, automates approval workflows, and tracks payment follow-ups.

Advantages of Hiver

Hiver offers significant advantages over traditional helpdesks:

• Familiar and Intuitive: By operating within Gmail or Outlook, it eliminates the learning curve associated with new software, leading to faster adoption.
• Increased Productivity: AI and automation handle repetitive tasks, allowing agents to focus on complex customer issues, which has been shown to increase productivity by up to 90%.
• Enhanced Team Collaboration: Centralized communication tools prevent duplicate replies and ensure everyone is on the same page.
• Cost-Effective: Hiver provides powerful features at a competitive price point, starting with a free plan for unlimited users, making it an excellent ROI.
• Superior Support: Hiver is known for its 5-star, 24/7 customer support, including free onboarding and implementation assistance on all plans.

Pricing and Plans

Hiver offers a flexible, freemium pricing model suitable for teams of all sizes.

• Free Plan: An excellent starting point that includes unlimited users, shared inboxes, and basic features. No credit card is required to sign up.
• Paid Plans: Starting from $19 per user/month, the paid tiers (such as Pro and Elite) unlock advanced capabilities. These include AI features, advanced automation, multi-channel support (Live Chat, WhatsApp), in-depth analytics, a knowledge base, and extensive integrations.

A 7-day free trial is available for the paid plans, allowing teams to explore all the premium features before committing. Detailed pricing information is available on the Hiver website.