Over Hiver

Hiver is the world’s first helpdesk built for Google Workspace. We help teams deliver fast and empathetic customer service, right from the tool they are already familiar with - Gmail.

This means they can assign, track, and collaborate on customer emails, as well as run the most advanced analytics and automations from the Gmail interface, without sacrificing any time on learning new software or switching tabs.

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.

Workload Distribution - Optimize your team's workload in a single click.

Prijzen vanaf:

US$ 15,00/maand

  • Gratis versie
  • Gratis proef
  • Abonnement

Top 5 alternatieven voor Hiver

Voornaamste voordelen van Hiver

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).

Bedrijfsgrootte

K M G

Implementatie

  • Cloudgebaseerd
  • On-premise

Markten

Australië, Canada, China, Duitsland, Denemarken, Spanje, Verenigd Koninkrijk, India, Singapore, Verenigde Staten

Ondersteunde talen

Engels

Prijzen vanaf:

US$ 15,00/maand

  • Gratis versie
  • Gratis proef
  • Abonnement

Top 5 alternatieven voor Hiver

Afbeeldingen

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Functies

Totaal aantal functies van Hiver: 61

  • @mentions
  • Aanpasbare rapporten
  • Aanpasbare sjablonen
  • Activiteiten volgen
  • Antwoordbeheer
  • Autoresponders
  • Beheer van Service Level Agreements (SLA's)
  • Beheer van supporttickets
  • Bestanden delen
  • Bewaking
  • Campagneanalytics
  • Chatten/messaging
  • Communicatiebeheer
  • Door gebeurtenissen geactiveerde acties
  • E-mailbeheer
  • E-mailcontrole
  • E-mailsjablonen
  • Enquêtes en feedback
  • Externe ondersteuning
  • Feedbackbeheer
  • Geautomatiseerde routing
  • Gedeelde inboxes
  • Gegevens importeren en exporteren
  • Gestandaardiseerde antwoorden
  • Helpdeskbeheer
  • Inboxbeheer
  • Integraties van derden
  • Interactie bijhouden
  • Live chatten
  • Macro's/reacties via sjablonen
  • Markeren
  • Mobiele toegang
  • Op regels gebaseerde workflow
  • Op rollen gebaseerde toestemmingen
  • Opdrachtenbeheer
  • Opmerkingen/notities
  • Prestatiemeetwaarden
  • Projectbeheer
  • Rapportage en analyse
  • Rapportage en statistieken
  • Realtime analyse
  • Realtime bewerken
  • Realtime chatten
  • Realtime meldingen
  • Realtime rapportage
  • Routering
  • SSL-beveiliging
  • Samenwerkingstools
  • Sjabloonbeheer
  • Taakbeheer
  • Taakvoortgang bijhouden
  • Ticketbeheer
  • Toegang en controle op afstand
  • Toegangsopties/machtigingen
  • Waarschuwingen / Escalatie
  • Waarschuwingen/Meldingen
  • Wachtrijbeheer
  • Workflowbeheer
  • Workflowconfiguratie
  • Zelfserviceportal
  • Zoeken/filteren

Alternatieven

Zendesk

4,4
#1 alternatief voor Hiver
Zendesk is een cloudgebaseerde oplossing voor klantenservicesoftware die wordt vertrouwd door meer dan 40.000 organisati...

Freshdesk

4,5
#2 alternatief voor Hiver
Freshdesk is cloudgebaseerde, omnichannel klantenservice software voor bedrijven van elke omvang, met oplossingen die...

Intercom

4,5
#3 alternatief voor Hiver
Intercom is een conversationeel relatieplatform waarmee bedrijven tijdens het gehele klantentraject conversationele, op...

Copper

4,4
#4 alternatief voor Hiver
Copper is de gebruiksvriendelijke CRM die is ontworpen voor en aanbevolen door Google. Ga binnen enkele minuten aan de...

Reviews

Totaalscore

4,6 /5
(76)
Prijs-kwaliteitverhouding
4,5/5
Functies
4,5/5
Gebruiksgemak
4,6/5
Klantenondersteuning
4,7/5

Heb je Hiver al?

Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.

Schrijf een review!
5 van 76 reviews worden weergegeven
Brian Del Terzo
Totaalscore
  • Sector: Professionele training en coaching
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

We are so pleased to have found Hiver!

Beoordeeld op 25/6/2020

It is easy to administrate, very user friendly, and the support is phenomenal. I don't think I've...

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.

Overwogen alternatieven

Freshdesk en Zendesk

Redenen om over te stappen op Hiver

There was nothing that was going to remove us from all the robust solutions that are a part of our G-Suite platform, so once I discovered a platform that helped to level up the use case for our G-Suite email platform, it was a no brainer to give it a try. And so glad we did!
Nick
Totaalscore
  • Sector: Vertalingen en lokalisatie
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Hiver is the absolutely best Shared Inbox service and helped us optimizing our workflows by...

Beoordeeld op 29/6/2020

We tried several providers of Shared Inboxes and we ended up staying with Hiver for the solely...

We tried several providers of Shared Inboxes and we ended up staying with Hiver for the solely reason that they choose to focus on the core aspects of mail management and not various other features, that businesses at our size usually use other Sales or Project services for. We have used Hiver for more than a year now and it has so far saved us from hundreds of hours by providing us with a great overview and management of all incoming mails/task to be taken care of. The service is not the cheapest on the market, but it's absolutely worth every penny. Hiver has given us the opportunity to work more effective, close deals faster, collaborate better resulting in overall higher turnover since we started using the tool. It integrates smoothly with G Suite and we would highly recommend this tool for any business.

Pluspunten

The mail management part is alfa omega. Its the core of this service, that makes it stand out from competitors. This tool allows you to manage hundreds of mails weekly without losing the overview. It integrates smoothly with G Suite, so are you already comfortable with Gmail, then you cannot miss Hiver!

Minpunten

Setting rules for the automations could be optimized to handle more criteria and it would be great to be allowed to bulk add email adresses instead of manually adding one by one. It works though and its great.

Overwogen alternatieven

Helpwise, Front, Gmelius en Copper

Redenen om voor Hiver te kiezen

Gmelius had too many bugs. I wrote the support constantly and many of the features I needed were still on their roadmap. I believe Gmelius is a great mail management tool, but they need more development before they are able to compete with Hiver.

Overgestapt van

Gmelius

Redenen om over te stappen op Hiver

We tested all products out and evaluated them on the same criterias. Ease of use, integration, features, core focus and Hiver scored highest apparently.
Geverifieerde reviewer
Totaalscore
  • Sector: Meubels
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 2.0 /10

Product ok, but be prepared for whacky price changes (last one 60%+ increase)

Beoordeeld op 26/6/2022

It's a pity what Hiver has turned into - I read they got VC funding. They are probably under a lot...

It's a pity what Hiver has turned into - I read they got VC funding. They are probably under a lot of pressure and have resorted to working out, looking at their existing customer base, what to change on their pricing plans to get the maximum return.

As email tools are a core part of any business, they know it's tricky to leave so they have you right where they want you.

Do yourself a favour and go to an alternative with much better features and who won't try and increase prices massively once you are with them for a while.

Pluspunten

The product is ok, but their release of new features is so slow and not keeping up with the competition. Looking around at alternatives and comparing features, you can see Hiver is lacking in so many areas.

Minpunten

They constantly change their plans and doing this means huge price changes.

I've no problem with SaaS providers tweaking plans here and there and there being the odd price increase to help develop the product, but Hiver does not do this. Hiver changes their plans hugely every so often and forces existing customers onto these new plans.

Yes, this of course is their right, after all, it's their product, but how can they justify wild price increases like 62%?

No, this isn't fair and leaves existing customers feeling like they would never have signed up if they knew this was going to happen.

Bryn
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Hiver has been a game changer our account management team!

Beoordeeld op 10/9/2019

Pluspunten

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!

Minpunten

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.

Overwogen alternatieven

Zendesk

Redenen om over te stappen op Hiver

Hiver integrates with Gmail right in your inbox so you don't have to have multiple windows and apps open at the same time. It's all in one-place and it's affordable!
Charlie
Totaalscore
  • Sector: Marketing en reclame
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Easy Email Management

Beoordeeld op 23/6/2020

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

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

Pluspunten

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.

Minpunten

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.

5 van 76 worden weergegeven Lees alle reviews

Hiver - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Hiver.

Hiver kent de volgende prijsmodellen:

  • Vanaf: US$ 15,00/maand
  • Prijsmodel: Abonnement
  • Gratis proef: Beschikbaar

Lite Plan: $15/user/month when billed annually. $19/user/month when billed monthly. Pro Plan: $39/user/month when billed annually. $49/user/month when billed monthly. Elite Plan: $59/user/month when billed annually. $69/user/month when billed monthly.

Hiver heeft de volgende typische klanten:

Zelfstandig ondernemer, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001-5.000

Hiver ondersteunt de volgende talen:

Engels

Hiver ondersteunt de volgende apparaten:

Android (mobiel), iPhone (mobiel)

Hiver kan worden geïntegreerd met de volgende toepassingen:

Slack, Zapier

Hiver biedt de volgende ondersteuningsopties:

E-mail/helpdesk, Veelgestelde vragen/forum, Kennisbank, Telefonische ondersteuning, 24/7 (contact met medewerker), Chatten

Gerelateerde categorieën

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