Hiver

Hiver

Manage customer support and sales leads right from Gmail

4.6/5 (35 reviews)

Hiver Overview

Hiver works like a full-fledged help desk, built right into Gmail. It gives you everything you need to do outstanding customer support, without any of the complexities and feature overload that come with other help desk products.

Hiver is used by thousands of companies globally and is one of the most loved products built for Gmail and G Suite.

KEY FEATURES:

Shared Mailboxes: Manage a shared email account like [email protected] or [email protected] from your Gmail. Delegate emails, and keep track of tasks.

Shared Labels: Share your Gmail labels to sync email conversations with your team. Hiver syncs replies and read status automatically.

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

Email Notes: Communicate internally using Email Notes with @mentions. No more confusing CCs, Fwds and BCCs.

Send Later: Schedule emails to be sent at a later time.

Pricing

Starting from
$14/month
Pricing options
Free Trial
Subscription
Value for money

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

Hiver Reviews

Overall rating
4.6/5
94% positive reviews
26
Excellent
7
Very good
0
Average
1
Poor
1
Terrible

A very effective alternative to other email support ticketing systems

Used Daily for 1+ year
Reviewed on 2019/04/11
Review Source: Capterra

Sales and Support has been very accommodating, friendly, and helpful.
Support is readily available.
I should point out that I didn't give 5 stars under value because the price has increased since my team became a user, and to my knowledge Hiver doesn't support social media monitoring, text etc. unlike much of the support ticketing competition, but maybe that's on the horizon.

Pros

Ease of set up, and implementation because it kept the team working in a the G-Suite email platform they were already accustomed to operating in.
Improved Transparency, Communication, and Support between team members.
Hiver is constantly working to improve functionality and add features as new functional use cases come to light.

Cons

Limited user restrictions that could pose issues for larger companies with less trust between employees.
Limitations on workflows.
There have been some complications in functionality in certain use cases, that are out of the ordinary, however.... See last sentence under Pros.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

I'm a Surv-Hiver

Used Weekly for 1+ year
Reviewed on 2019/03/15
Review Source: Capterra

Hiver for us has been an accelerator and a generator for new business, just by keeping our team organised. It is the BEST shared inbox app available and we tried 3/4 others in the months before going for Hiver.

The shared mailbox feature is simple to set up and works exactly as you would want it to - as an inbox view-able in the same way by multiple selected users. From there we can assign emails to relevant people (this feature is incredible and makes the email pop up in the users inbox without even the need to navigate to a different folder) and take non relevant emails ou of the folder allowing a seamless workflow between our sales and support team.

Pros

The shared mailbox features is incredible and provides exactly what we needed when looking into a viable Email sharing solution for Gmail.

We use the shared mailbox for our [email protected] and [email protected] email addresses and they can be shared seamlessly between colleagues and assigned without any clashing, or duplicate emails being sent out. Works an absolute treat

Cons

At times, since the support is only US and India based, the time difference means support is not always available to us UK time.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Andrea G.

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

Used Daily for 1-5 months
Reviewed on 2018/03/04
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
Adam F.

Great tools for easy email management

Used Daily for 1+ year
Reviewed on 2018/05/07
Review Source: Capterra

Pros

The snooze feature and the shared labels are awesome. The snooze feature makes it very easy to manage your email.

Cons

It is at times glitchi. I have had to go to the webpage and launch gmail from there because it did not load regularly with Gmail. The fact that they are raising our rate 4 times what it is now.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Hunter S.

Best thing ever!

Used Daily for 6-12 months
Reviewed on 2018/04/25
Review Source: Capterra

Pros

This is such a good service. The fact that you can have a shared inbox with other people in the company and use it as a to-do-list is incredible. We use this service religiously.

Cons

The only cons i have for this service are little/insignificant things like when you close a ticket and someone responds to say something like 'thank you' it re-opens the ticket. i wish it was smart enough to pick up on things like this and not re-open the ticket.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Hiver Pricing

Starting from
$14/month
Pricing options
Free Trial
Subscription
Value for money

Plus Plan: $14/user/month

Premium Plan: $22/user/month

Enterprise Plan: $34/user/month

Hiver Features

  • Chat

  • API
  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Transfer
  • Caller ID
  • Conferencing
  • Instant Messaging
  • Live / Video Conferencing
  • Monitoring
  • Receiving
  • Reporting & Statistics
  • SMS Integration
  • Third Party Integration
  • Voice Mail

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
  • Labeling
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Benefits

1. Collaborate without adding clutter

Hiver allows your teammates to add a note to an email explaining the context. This note automatically gets shared with you. You can then reply to the note with your comments or feedback. This way intra-team email conversations can be kept to a bare minimum.

The chat-like simplicity of Email Notes allows you to review email threads, add comments, and get back to your work faster. Moreover, it keeps internal and external conversations separate as it is visible only to your teammates.

2. Assign tasks and set accountability

With Hiver's Shared Inbox, you can assign or delegate an email as a task to your teammate in a couple of clicks. Furthermore, Hiver 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. Seamless employee onboarding

With Hiver's Shared Inbox, all you have to do is, add the all the relevant email threads to a Gmail Label and make it shareable using Hiver’s Shared Labels feature. The threads will get shared with the new employees in no time. This way they will be able to get up to speed quickly.

4. Schedule Email

With Hiver’s Shared Inbox, you will be able to schedule emails to influencers or prospects who live in other timezones right from your Gmail ‘Compose’ window.

Hiver's Shared Inbox also lets you snooze emails so that it comes back to the top of your inbox at later time or date. This way you will be able to deal with it when you want to. You can also use it as a reminder for when you have to write back or follow up with somebody.

5. Maintain consistency

Hiver’s Shared Inbox allows you to create email templates and share it with your teammates. This way you and your teammates can give a standard reply when faced with the same situation. It also saves time as users will be able to reply faster.

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: $14/month

Pricing model: Subscription

Free Trial: Available

Plus Plan: $14/user/month

Premium Plan: $22/user/month

Enterprise Plan: $34/user/month

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
  • Labeling
  • 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, Phone Support, Video Tutorials