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Hiver 3.0 — Deliver brilliant customer service right from Gmail
Hiver is a Gmail-based customer service solution that helps teams collaborate on shared inboxes like services@, orders@. It helps teams collaborate better and ensure all queries are answered on time, by the right people.
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Thanks for hunting us, Kevin!
Hi Product Hunters,
I’m Niraj, the co-founder, and CEO of Hiver.
We at Hiver believe that customer service is everybody’s business; it isn’t restricted to a few teams alone.
But most helpdesk software today don’t subscribe to that philosophy. They create silos in organizations and make it difficult for cross-team collaboration to happen. And, they spook customers out with ticket numbers and weirdly formatted emails.
In short, helpdesks make customer service impersonal and less than useful.
And that’s why we built Hiver - a Gmail-centric customer service solution. Hiver is the most effortless, natural way for teams to collaborate and manage customer emails right from Gmail.
What’s in it for your customers? Well, because Hiver works within Gmail, emails sent using Hiver look just like regular emails. No weird formatting, no “very 90s” templates and fonts - your customers only see the response you want them to see.
We’re also proud to introduce Hiver Analytics. Our brand new, powerful visual analytics suite helps teams track all key customer service metrics such as response and resolution times, customer satisfaction scores, and much more right from Gmail. Every report comes with an ‘Analyze’ button to help you deep-dive into your data. We’re also offering custom reports so that you can build reports based on your team’s requirements.
In a nutshell, we’re here to make customer service more human.
You can read our take on why we believe customer service needs to be reimagined here: https://hiverhq.com/your-helpdes...
We'll be around all day answering questions about Hiver. We'd love to hear what you think!
Looks really cool, we are using Zoho so I unfortunately can't give this a try but looks very sleek. Congrats.
@husseinyahfoufi Do let me know if you'd like to see a demo. We've had many customers move in from Zoho, Zendesk and Freshdesk. Additionally, even with Zoho in place, there might be multiple other places you can use Hiver. Just send me an email on niraj@hiverhq.com and I'll tell you more.
Congrats on the launch! Helpdesk inside Gmail appears like an interesting way to resolve customer grievances (we spend a lot of time dealing with email queries). However, I am unsure if teams which are used to Helpdesks would want to come back to Gmail to handle customer support. How does Hiver compare to a standard solution like Freshdesk or Zendesk?
@tmatthewj We totally understand that switching is difficult. While we'd definitely want to have FD and ZD users move over to Hiver, there are tonnes of orgs which don't use any help desk and manage their customer interactions right from Gmail. If you are such an org, Hiver is an obvious and really powerful upgrade. On the point about a feature to feature comparison, Hiver has you covered. Starting from essential task delgation to SLAs and deep reporting, we have everything. Try it out :)
@valeryfenskaya Yes, this merges in very well within Gmail and the overall experience is very smooth. Do check it out.
Team Hiver delivers again! This is great, even better than previous update. Well done!!!!
We have been using Hiver for a couple of years as the starting point for our support process. It is a perfect fit for our need to queue, triage, assign and respond to client support requests. My appreciation for Hiver grew when our physical office closed due to the pandemic. Hiver was a key component in our successful transition to working remotely and our ability to maintain the collaborative environment we had worked so hard to build.
@neil_patel5 Please do check it out. Look forward to receiving your feedback.
@brenda_chapman while spark and polymail focus on oersonal prodictivity from a non-Gmail interface, Hiver concentrates on whatvypu need to do high quality customer service by collaborating around email accounts such as support@.
Hi, I'm Rowan, the technical lead for Cobry - a Google Cloud Partner based in Scotland, UK.
We are a Hiver partner and have helped many of our G Suite customers use this product to work together effectively. It is a fantastic solution for when multiple people need to collaborate together in a shared mailbox.
This is a far superior option to some other ways that this scenario can be tackled such as a collaborative inbox or shared account. The tool enables G Suite users to managed shared emails without leaving their Gmail inbox allowing for: assignment, status setting, internal chat and shared tagging.
There are also a number of clever features that are designed to tackle some of the most challenging problems with shared inboxes including collision detections (notifies a user if they are replying to a ticket at the same time as another user) and shared templates (allowing teams to build, maintain and use standardised email structures when replying).
If you're looking for a tool that will allow people to collaborate effectively in a shared mailbox, my first port of call would always be Hiver! 🐝🐝🐝
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