Hiver Reviews

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!

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.

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.

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!

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.

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.

It works well with Gmail and gave us the opportunity to allow for two-way communication with candidates who apply through Workday for our positions.

The look of it could be better, very simple and boring look.

I would like some features very much like analytical, ticket assigning

Yes, need to improve auto assigning the emails

I am liking the most team Analytics, Ticket Assigning

Need to improve Automated mail assigning

It works great while collaborating with the teammates.Issue's & tickets can be tagged for further analytics.User wise & tag wise availibity of analytics report is awesome.

We are using Hiver from last 6 + months & didn't found any issue to report.

It's a great way to find and follow up team emails.I use it everyday and it's been super helpful specially on a remote work environment, we would not be able to be as productive without hiver.

I would love to have a youtube channel or another easy way to find new features.

I love how well we can keep emails organized and we can close them out so our inbox remains neat and clean as we respond to our emails.

So far I don't have any complaints other then sometimes the new email in a string can be hard to find rather than just appearing at the top and being able to scroll down to the oldest.

It makes it really easy to collaborate cross functionally.

Making it easier to auto assign. We don't have the best connection with SalesForce to make that work.

The new tool where new emails are at the top of the page! Reallocation of emails once you get used to it is very helpful

Notifications on the tool could be better

Thanks to Hiver, I have been able to expand my customer service. Email management has become much easier for my business.

Hiver works very well for me I haven't had any complications yet

This add will make teamwork 100% easier and more efficient. I can start by saying that the fact that it will sort every upcoming email to the person in charge is amazing, not only because it will help to have a more organized shared box, but it will also let us supervise the email flow from our colleagues and give them a hand whenever they need or are out for vacation. On the other hand, having the option to leave comments on the memo field, will also help us to remind important information or simply inform our colleagues about something. Last but not least, Hiver gives us the opportunity to work with shared mailboxes and prioritize whatever is important for the team and allows us to "Close" every task that no longer needs our attention.

It was hard for me to find a con for this tool as it offers all the essential features that I need to sort my emails
and supervise the email flow for our team. However, I found probably a glitch when emails that are on "pending" status are not automatically opened whenever they get a reply.

I highly recommend this product for how well it integrates with Gmail / Google Custom Domain Mail. This product has been tremendously helpful in improving our email support and provide the tools necessary for properly tracking support requests and collaborating as a team!

Honestly, I had to think hard to come up with something I dislike about the product. The only thing may be that the emails synced via the "Shared Mailbox" functionality also show up in search results when you try to search your own mailbox for emails. There is a way around this by using special search criteria, but a generic search will return results from the Shared Mailbox as well as from your own "personal" mailbox.

Helps organize shared inbox and keeps members of company accountable for getting back to customers. No excuses for not seeing an email - Hiver makes it so easy to keep track of hundreds of daily emails!

I want customizable notification settings - I get emails assigned to me everyday and don't need that info but being able to see the times that a colleague @'s me will be super helpful and those seem to get lost in the notifications.

Our team is small enough and the volume of admin tasks is manageable, so using a Jira ticketing system would have been far to restrictive. I appreciate the flexibility Hiver gives while still helping us organise tasks. The 3-4 of us manage the same mailbox where queries come into from the rest of the organisation, so it was hard for us to keep track of what has and hasn't been actioned, and by whom in the team. Hiver lies on top of this mailbox and allows us to assign queries to each other and mark the status of the emails which was a game changer for us. In addition, Hiver's analytics tool helps us understand what most of the queries are about and thus where to focus our energies when coming up with self-service options.

The analytics tool is not always very accurate. We'd like to understand what our response time is but often this is very skewed for some reason and isn't realistic. I think this is still a work in progress for them.

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.

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.

The shared inbox features are fantastic for teams using Gmail. The ability to add notes and assignments has really made our internal communication more efficient and effective. Anyone that has multiple teammembers and groups should have this service.

The product has been great for us. There are no negatives.

The fact that managed inboxes are far more efficient for lean teams as compared to full-blown help-desk solutions. Hiver as a helpdesk tool actually is not only simpler to use but also very efficient. One of the biggest challenges with the adoption of tools/software is the mental barrier of "opening another tab" to do something that you could do right from your inbox. Hiver solves that.

It would have been great if we could also have access to a small wiki where we could maintain and manage the help docs.

Very intuitive and easy to implement. Allows for internal communication without creating extra emails within an email conversation. Handles high volume with ease. Ability to add tags and auto-assign emails based on multiple conditions. Ability to schedule outgoing emails and SLA-violation rules.

Inability to mark notifications as unread, however this is an upcoming feature.

Very simple to use and creates a multi user inbox

I havent run into many cons about the software. every time i have an issue Hiver staff jumps on it to fix it