Hiver

Hiver: Gmail-based customer service solution for teams

4.7 /5 (67 reviews) Write a Review!

Hiver Overview

What is Hiver?

Hiver is a Gmail-centric customer service solution that helps teams across the organization collaborate on shared inboxes like [email protected], [email protected], [email protected]

It’s the most frictionless, natural way for teams to handle customer email communication as it works right inside Gmail. It helps customer-facing teams collaborate better and make sure all queries are answered on time, by the right people.

Hiver helps over 1500 companies - ranging from new-age unicorns to traditional enterprises - deliver a better experience to their customers. Companies like Canva, Lonely Planet, Flexport, Pluralsight, Oxford Business Group, and Upwork, among others, are powered by Hiver.

Hiver has all the powerful features of a helpdesk, yet the simplicity of Gmail. Here are a few:

KEY FEATURES

Collision Alerts - Get alerted when someone is responding to an email. Avoid duplicate and conflicting responses.

Email Tags - Email tags for shared inboxes help you organize your emails by categories.

Auto Assignment - Automatically assign emails to your team in a Round-Robin manner for faster responses.

Email Templates - Save canned responses as templates. Share them with your team.

SLA & Business Hours - Set the right expectation for your team. Never drop the ball on customer queries.

Analytics - Track all your key customer service metrics. Identify areas of improvement and fix them.

Customer Surveys (CSAT) - Measure customer satisfaction by sending a short survey at the end of emails.

Hiver Overview

Pricing

Starting from
US$11.00/month

Pricing options

Free Trial
Subscription
Value for money

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.


Hiver Features

Devices
Business size
S M L
Markets
Asia, Australia, Canada, China, Europe and 5 others, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
English

Screenshots

Hiver screenshot: Assign Emails with Hiver
Hiver screenshot: Assign Emails with Hiver Hiver screenshot: Collaborate with your team using Notes Hiver screenshot: Get rid of grunt work with Automations Hiver screenshot: Measure what matters with analytics Hiver screenshot: Prevent duplicate responses with collision alerts

Hiver Reviews

Hiver Reviews

Overall rating
4.7
/
5
Excellent
53

Very good
11

Average
0

Poor
1

Terrible
2

Value for Money
4.6
Features
4.5
Ease of Use
4.6
Customer Support
4.7
96% recommended this app
Brian del terzo C.

We are so pleased to have found Hiver!

It is easy to administrate, very user friendly, and the support is phenomenal. I don't think I've ever waited more than a few seconds for a response from a member of their friendly and extremely competent support team.


Bryn S.

Hiver has been a game changer our account management team!


Andrea G.

Awful experience!!! After integrating this tool, my clients stopped receiving my emails.

None. Hiver completely derailed our operations at a period of peak media coverage.


Charlie R.

Easy Email Management

Great overall experience that has helped us become more efficient and communicate very effectively.


Brian C.

Excellent Add-On to a Gmail-centric Workflow

Overall, I very much like Hiver and think it is an excellent service that solved our very real problem when redesigning our company's architecture. I have been pleased not only with the functioning of Hiver, but also with the seemingly kind people behind the scenes who are always improving Hiver and are always available for a questions, if one arises.


Brian del terzo C.
Industry: Professional Training & Coaching
Company size: 13-50 Employees

We are so pleased to have found Hiver!

Used Daily for 2+ years
Reviewed on 25/06/2020
Review Source: Capterra

It is easy to administrate, very user friendly, and the support is phenomenal. I don't think I've ever waited more than a few seconds for a response from a member of their friendly and extremely competent support team.

Pros

The collaboration between Hiver and G-Suite to create a cohesive team environment has allowed us to better collaborate together to improve the customer experience. We can assign emails internally, share inboxes and disposition emails as open, pending, or closed - chat about 'tickets' in the Hiver side bar, and step in to assist on existing email chains without having to forward emails to different departments or members across the team.

Cons

I'd love to be able to create a 'ticket' within Hiver on behalf of a customer. Currently tickets can only be created based on an email interaction between a customer and our company.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Bryn S.
Industry: Information Technology & Services
Company size: 13-50 Employees

Hiver has been a game changer our account management team!

Used Daily for 2+ years
Reviewed on 10/09/2019
Review Source: Capterra

Pros

Hiver has made it so much easier for our client-facing teams to collaborate with each other and better serve all of our clients' needs. Everybody can see all the emails coming in, leave internal notes for each other, mark emails as pending/closed, use templates...the list goes on. It's been a huge game changer!

Cons

I wish we could use Hiver for even more. Everything about it is great, including amazing customer service, and so now I want to get rid of our other software/integration app providers and just use Hiver exclusively.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Andrea G.

Awful experience!!! After integrating this tool, my clients stopped receiving my emails.

Used Daily for 1-5 months
Reviewed on 04/03/2018
Review Source: Capterra

None. Hiver completely derailed our operations at a period of peak media coverage.

Pros

Hiver features initially seemed great. I was eager to make use of their promised benefits. Unfortunately, Hiver completely halted our operations for over a week and lost us a great deal of business. Throughout it all, their team was unapologetic and dismissive of the role that Hiver had in derailing our email communications with clients. Rather than seeing this as an opportunity to resolve and repair clear technical defects, they blatanly blew off our repeated requests for support.

Cons

I tested out many collaborative email tools before deciding to go with Hiver. I was impressed by the intuitive design, canned response functionality and mobile app. Unfortunately, several days after installing the tool, we began to suspect that our clients were not receiving our emails consistently. I reached out to Hiver several times over the course of a few days and received no response. This lapse in email functionality coincided with some significant and favorable press coverage - our site traffic was nearly double what it normally was - and yet we went for 10 entire days without a single new client at a time when we would normally have 10-15 new clients typically. I tried for an entire week to engage help from the Hiver team. They insisted - and continue to insist- that their tool does not impact email sending functionality. I would beg to differ. As soon as I uninstalled Hiver, my communications with clients returned to normal. On a final note, to top this off, my team and I are 3 women. When we called Hiver's India-based support team, they were loudy making obvious, derogotary remarks about our being female and unable to understand their tool - calling us 'Dumb Blondes'. Highly inept and unprofessional team. Also worst nightmare for a growing startup!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Charlie R.
Industry: Marketing & Advertising
Company size: 13-50 Employees

Easy Email Management

Used Daily for 1+ year
Reviewed on 23/06/2020
Review Source: Capterra

Great overall experience that has helped us become more efficient and communicate very effectively.

Pros

Hiver is a great way to manage a shared inbox efficiently and integrates easily with Gmail. Our team is able to assign emails, share notes, and easily see a chain of communication ensuring all incoming enquiries are dealt with quickly and efficiently.

There are easy ways to set up template copy too, accessible to the whole team.

Cons

No cons, it's good to be aware that once an email is assigned to a staff member, you won't see this email thread again unless you actively search for it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Brian C.
Industry: Management Consulting
Company size: 2-10 Employees

Excellent Add-On to a Gmail-centric Workflow

Used Daily for 1+ year
Reviewed on 23/06/2020
Review Source: Capterra

Overall, I very much like Hiver and think it is an excellent service that solved our very real problem when redesigning our company's architecture. I have been pleased not only with the functioning of Hiver, but also with the seemingly kind people behind the scenes who are always improving Hiver and are always available for a questions, if one arises.

Pros

Our company moved over to G Suite in an effort to move to cloud-based operations from our previous terminal server setup (Windows-based ONLY; accessibility was relatively limited if not at the office). When making the switch, we note that Gmail does not have a shared mailbox function – something that our company entirely relies on. So though you're getting the "Suite" of apps that are necessary (and excellent) for operations, a large piece of the puzzle was absent. HIVER offered EXACTLY what we were looking for. Accessibility to shared email addresses/inboxes for a small or large number of employees.

Hiver is an excellent and essential tool in our company's toolbox.

Furthermore, the customer service I receive is always quick and accurate and a smile seems to be permanently attached to the customer service reps, making it not only easy, but also pleasant, to address issues.

Cons

Our company works entirely online – browser-based and mobile devices. Hiver has an iPhone app that we use and it is constantly improving, but the iPad app is the iPhone app on a bigger screen. Hiver's latest update duplicates the size parameters of the iPhone app, so it is not just enlarged (causing a grainy picture) but rather readable.

The downside of the app version is that I can't seem to compose a new email from one of the shared mailboxes. While traveling I may need to send an email from a shared address, but cannot do so with the Hiver app.

Further, Hiver sorely leaves behind the template functionality – something that our company depends on – and I can't seem to create signatures for the various addresses.

A new iPad app may be a longer project, but if the shared templates and signature functions could be addressed, that would take Hiver to a new level for companies such as ours.

We are also looking at investing in Hiver again for a new setup, but I note that the prices have become quite high. While G Suite itself is $12/user, if you require more than one shared inbox (which seems very likely) you're paying almost double @ $22+/user for Hiver, which then starts to crank up the price making it seems like less of a "value". It may require some planning, but Gmail offers alternatives to the shared inbox which may appeal to customers who would find this too expensive.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
9.3/10
Based on 67 user ratings
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Hiver Pricing

Hiver Pricing

Starting from
US$11.00/month
Free Trial
Subscription
Value for money

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly.

Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly.

Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly.

Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Value for Money
4.6/5
Based on 67 user ratings
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Hiver Features

Hiver Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Chat
Communication Management
Conferencing
Contact Management
Customizable Branding
Instant Messaging
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4.5/5
Based on 67 user ratings
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Categories

Videos and Tutorials

Videos and Tutorials

Additional information for Hiver

Additional information for Hiver

Key features of Hiver

  • @mentions
  • Activity Timeline
  • Activity timeline
  • Analytics
  • Auto Response
  • Automations
  • Browser Notifications
  • Collision Alerts
  • Contact history
  • Email Notes
  • Email Reminders
  • Email Templates
  • Email integration
  • Email notifications
  • Email templates
  • Integrations
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Benefits

1. Deliver brilliant customer service right from Gmail

With Hiver, you don’t have to switch between Gmail and a ticketing system to manage your customer service help desk. Hiver gives you everything you need to manage customer emails and collaborate with your team, all without the complexities of a ticketing system.

2. Assign tasks and improve team accountability

With Hiver, you can easily assign an email as a task to your teammate in a couple of clicks. Hiver also allows you to filter tasks based on their completion status (unassigned, open, closed, and pending) and based on who is doing what. This way you can track the progress of tasks and make teammates accountable.

3. Take the grunt work out of customer service with Automations

Create smart rules to automate your customer service workflows so that your team can stay focused on doing what they do best — delighting your customers.

4. Measure what matters with Analytics

With Hiver’s analytics, you can now view multiple types of reports with a single click, use the Analyze button, and instantly deep dive into each of them for crystal clear insights and monitor your team’s performance to make data-driven decisions.

5. Prevent email duplication with Collision Alerts

Collision alerts in Hiver provide visual cues that prevent the agents from replying to the same email (and potentially sending conflicting replies).

Hiver FAQs

Hiver FAQs

Below are some frequently asked questions for Hiver.

Q. What type of pricing plans does Hiver offer?

Hiver offers the following pricing plans:

Starting from: US$11.00/month

Pricing model: Subscription

Free Trial: Available

Lite Plan: $7/user/month when billed annually. $11/user/month when billed monthly. Growth Plan: $22/user/month when billed annually. $27/user/month when billed monthly. Pro Plan: $37/user/month when billed annually. $47/user/month when billed monthly. Elite Plan: $57/user/month when billed annually. $69/user/month when billed monthly.

Q. What are the main features of Hiver?

Hiver offers the following features:

  • @mentions
  • Activity Timeline
  • Activity timeline
  • Analytics
  • Auto Response
  • Automations
  • Browser Notifications
  • Collision Alerts
  • Contact history
  • Email Notes
  • Email Reminders
  • Email Templates
  • Email integration
  • Email notifications
  • Email templates
  • Integrations
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Q. Who are the typical users of Hiver?

Hiver has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does Hiver support?

Hiver supports the following languages:

English

Q. What type of pricing plans does Hiver offer?

Hiver has the following pricing plans:

Subscription

Q. Does Hiver support mobile devices?

Hiver supports the following devices:

Android, iPhone

Q. What other apps does Hiver integrate with?

Hiver integrates with the following applications:

Maintenance Care, Slack, Zapier

Q. What level of support does Hiver offer?

Hiver offers the following support options:

FAQs, Knowledge Base, Video Tutorials, Phone Support