About 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.

Pricing starting from:

US$12.00/month

  • Free Trial
  • Free Version
  • Subscription

Top 5 alternatives to Hiver

Key benefits of 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).

Devices

Business size

S M L

Markets

Australia, Canada, China, United Kingdom, India, United States

Supported Languages

English

Pricing starting from:

US$12.00/month

  • Free Trial
  • Free Version
  • Subscription

Top 5 alternatives to Hiver

Images

Hiver Software - Assign Emails with Hiver
Hiver Software - Collaborate with your team using Notes
Hiver Software - Get rid of grunt work with Automations
Hiver Software - Measure what matters with analytics
Hiver Software - Prevent duplicate responses with collision alerts
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Hiver video
Hiver video
Hiver video
Hiver Software - Assign Emails with Hiver Hiver Software - Collaborate with your team using Notes Hiver Software - Get rid of grunt work with Automations Hiver Software - Measure what matters with analytics Hiver Software - Prevent duplicate responses with collision alerts

Features

Total features of Hiver: 60

  • @mentions
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Campaign Analytics
  • Canned Responses
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Customisable Reports
  • Customisable Templates
  • Data Import/Export
  • Document Generation
  • Email Management
  • Email Monitoring
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • Help Desk Management
  • Inbox Management
  • Interaction Tracking
  • Interaction Tracking
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Performance Metrics
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Editing
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Remote Access/Control
  • Remote Support Software
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Timeline Management
  • Workflow Configuration
  • Workflow Management

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Zoho Desk

4.5
#2 Alternative to Hiver
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

LiveAgent

4.7
#3 Alternative to Hiver
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Zendesk

4.3
#4 Alternative to Hiver
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Reviews

Overall rating

4.7 /5
(72)
Value for Money
4.6/5
Features
4.6/5
Ease of Use
4.6/5
Customer Support
4.7/5

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Showing 5 reviews of 72
Brian del terzo C.
Overall rating
  • Industry: Professional Training & Coaching
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

We are so pleased to have found Hiver!

Reviewed on 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.

Pros

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.

Cons

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.

Nick J.
Overall rating
  • Industry: Translation & Localisation
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 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.

Pros

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!

Cons

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.

Andrea G.
Overall rating
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

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

Reviewed on 4/3/2018

None. Hiver completely derailed our operations at a period of peak media coverage.

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!

Bryn S.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Hiver has been a game changer our account management team!

Reviewed on 10/9/2019

Pros

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!

Cons

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.

Charlie R.
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Easy Email Management

Reviewed on 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.

Pros

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.

Cons

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.

Showing 5 reviews of 72 Read all reviews

Hiver FAQs

Below are some frequently asked questions for Hiver.

Hiver offers the following pricing plans:

  • Starting from: US$12.00/month
  • Pricing model: Per User
  • Free Trial: Available

Hiver has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Hiver supports the following languages:

English

Hiver supports the following devices:

Android (Mobile), iPhone (Mobile)

Hiver integrates with the following applications:

Slack, Zapier

Hiver offers the following support options:

FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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