Hiver

We are so pleased to have found Hiver!

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Great Issue / Email management App with Good Analytics

Opmerkingen: The overall experiance is great as now we can have a great analytics of each issue on user basis which help us for feedback in future.

Pluspunten:

Using Hiver for more than a year & the best thing is it doesn't slow down your Gmail experiance along with a great tagging & assignment of emails/ issue.

Minpunten:

Could not find any issue related to the product and their support till now but the pricing can be a bit more competetive.

Easy to manage emails

Pluspunten:

its easy to manage emails and switch between multiple inboxes. It brought the entire team to the same page

Minpunten:

Sometimes , after replying to a customer when we close the conversation and then the customer revert back it doesn't open the conversation and we miss that part

Excellent B2B client service solution

Opmerkingen: We are responding to clients more quickly, almost never letting emails fall through the cracks, and have the reporting from Hiver to prove it.

Pluspunten:

There was a slight learning curve early on as we implemented and configured Hiver, but support was great. Super helpful. Now, our team can easily track open and closed requests with our clients, and easily collaborate behind the scenes with each other to solve customer issues. The metrics and reporting have also benefited our team's self evaluations and also given us an opportunity to show clients that we are tracking our own performance in an effort to provide them with better service.

Minpunten:

The early learning curve with configuration in Gmail took some time and effort, but that was expected.

First Year of Hiver

Opmerkingen: I have been very pleased with Hiver in our first year. It has really added some great features to Gmail and once we can get everyone on board I imagine we'll gain even more benefit from it. I am very happy with the service and would definitely recommend it. It has great potential when used to the fullest!

Pluspunten:

I really liked the fact that emails can be added to a shared mailbox and everyone on the team will be able to see them. This makes it much easier when we change team members, as they can be added and will see all the email history. We no longer have to save emails that are worthy of archiving, as they are automatically filed nicely and accessible by the current team - with attachments in place! I really didn't like when you forwarded an email and you needed to reattach the attachments - We can now just add an email to the shared inbox and the new user can see everything as though they were there all along!I also really like the automations - As much of our email traffic is fairly routine, and we can use this to automatically route emails appropriately - And tag them automatically for metrics/analytics!Additionally, the fact that it integrates into Gmail is great, as we looked at competitors, but I didn't want to have another login with more emails. The fact that everything in one place was the major selling point for me

Minpunten:

The most difficult part of Hiver is our internal training - As getting everyone to use it as desired can be difficult. I can imagine everything working perfectly in my head, but getting the whole team on board has been the issue. I also wish we had more bulk features - Such as bulk tagging, bulk status updates, bulk tag adding, etc. Although your support team has been great!