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Hiver is a cloud-based help desk solution that works instantly inside Gmail, turning shared inboxes into efficient customer support facilities. Because it integrates with Google Workspace, group members need not study new interfaces or swap platforms to handle, assign, and monitor buyer queries proper from their e mail inbox.
This platform streamlines buyer assist by changing incoming emails into duties that may be assigned, tracked, and resolved shortly. It centralizes communication from numerous channels, together with e mail, reside chat, voice, and WhatsApp, guaranteeing no buyer question is neglected. Because of this, firms utilizing Hiver report resolving queries as much as 50% quicker and saving tons of of hours every month.
Hiver Assist Desk advantages organizations of all sizes, from small groups to giant enterprises, significantly customer support, tech assist, and finance groups that handle many incoming requests via shared e mail addresses like assist@, assist@, or information@. With a scalable pricing construction, you possibly can improve your service with out giant upfront prices.
AI capabilities automate routine duties and recommend e mail responses, additional boosting advantages. Additionally, it offers helpful insights via detailed analytics stories. For ecommerce companies, Hiver’s multi-channel strategy is right for dealing with a excessive quantity of buyer inquiries, guaranteeing constant and well timed assist throughout all touchpoints.
Hiver: Plans and Pricing
Hiver provides a tiered pricing construction designed to satisfy the wants of companies of all sizes. There are 4 principal plans out there: Free, Lite, Professional, and Elite. Every plan comes with particular options that can assist you together with your customer support wants.
The Lite plan is a good place to begin at simply $19 per person monthly. It offers important instruments for brand new customer support groups, together with 2 shared email inboxes, assist for as much as 10 customers, reside chat, and a information base. This plan is ideal for small groups or companies simply starting their buyer assist journey.
The Professional plan is Hiver’s hottest alternative, priced at $39 per person monthly. It builds on the Lite plan by providing 5 shared inboxes with limitless customers and aliases. Additionally, you will get pleasure from superior options like reside chat auto-assignments, fundamental workflow automation, and buyer satisfaction stories. Plus, the Professional plan integrates seamlessly with instruments like Asana, Jira, Zapier, Salesforce, Slack, and QuickBooks, making it a wonderful match for rising companies.
For bigger enterprises, Hiver provides the Elite plan at $49 per person monthly. This plan consists of limitless shared inboxes, customers, and aliases. It options superior instruments equivalent to skill-based auto assignments, detailed workflow automation, and scheduled customized information stories. The Elite plan ensures HIPAA compliance and features a devoted success supervisor together with an AI bot for further assist.
Hiver additionally offers a Free plan for limitless customers, although particular options should not listed. You possibly can check out the platform with a 7-day free trial, which helps you to expertise its advantages earlier than committing to a paid plan.
Whereas Hiver’s pricing is aggressive given its vary of options, some smaller companies could discover it a bit excessive. The rise from Lite to Professional ($19 to $39 per person monthly) may be a consideration for smaller groups seeking to broaden. Nonetheless, the superior options within the larger tiers can result in higher effectivity and happier clients, making the funding worthwhile.
Total, Hiver’s pricing construction provides nice flexibility for companies at numerous phases of development. The flexibility to improve as your wants evolve is a helpful benefit, and the free trial lets you consider whether or not Hiver is the fitting match for you earlier than making a monetary dedication.
Hiver: Options
Hiver is a pleasant assist desk answer that works proper inside Gmail. You gained’t have to fret about putting in further software program. This cloud-based platform makes your shared inboxes into efficient customer support facilities. Your group can handle buyer questions via e mail, reside chat, voice, and WhatsApp — all out of your inbox.
The platform is filled with options that improve buyer assist and teamwork. You possibly can handle emails, assign duties, automate processes, and entry detailed analytics. AI options make issues even simpler by automating duties, suggesting e mail replies, and offering insights via analytics.
Shared e mail administration
Hiver’s e mail administration turns shared inboxes like assist@ or assist@ into collaboration hubs. Your group can convert each buyer query right into a job assigned to particular brokers proper from Gmail. This promotes accountability and possession, decreasing the possibilities of essential queries slipping via the cracks.
The platform additionally helps managers assign incoming inquiries to the very best group members based mostly on their abilities and availability. With e mail tagging, prioritization, and inner notes, groups can work collectively easily with out the confusion of CC chains or forwards. This has helped companies minimize e mail decision time by as much as 50%, resulting in happier clients and higher retention.
AI-powered help
Hiver makes use of AI to reinforce customer support with a number of useful options. AI can summarize emails, recommend response templates, and shut conversations that don’t want additional consideration. These enable your assist group to work extra effectively by slicing down on routine duties, so brokers can concentrate on extra advanced points.
The influence of those AI options is kind of spectacular. By automating repetitive duties and providing sensible recommendations, Hiver’s AI helps companies reply quicker whereas sustaining excessive service high quality. This permits assist groups to deal with extra inquiries while not having further employees, bettering effectivity and saving prices.
Automation and workflow administration
Hiver’s automation options make assist operations simpler by dealing with routine duties mechanically. Your group can arrange customized workflows to assign tickets based mostly on guidelines, categorize incoming questions, and set off actions relying on e mail content material. These guarantee constant inquiry dealing with and lighten the load on assist brokers.
Corporations utilizing Hiver see nice outcomes, with effectivity will increase of as much as 250%. By automating duties like ticket project, assist groups can concentrate on fixing advanced issues and offering personalised service. This not solely hurries up response instances but additionally enhances buyer interactions, resulting in higher satisfaction and loyalty.
SLA administration
Hiver’s Service Degree Settlement (SLA) administration helps companies guarantee well timed responses and resolutions by setting clear expectations. Groups can outline SLA insurance policies based mostly on question kind, buyer phase, or precedence stage. Automated reminders hold brokers on monitor, whereas real-time monitoring helps managers determine potential points earlier than they come up.
Efficient SLA administration boosts buyer satisfaction by delivering constant assist. Corporations utilizing Hiver report 100% SLA success charges, showcasing how effectively the platform helps groups meet service commitments. By sustaining excessive response and determination requirements, companies can construct belief with clients and stand out in aggressive markets.
Self-service choices
Hiver’s information base permits companies to create a useful library of articles, guides, and FAQs for purchasers. This self-service possibility empowers clients to search out solutions on their very own, offering fast options and decreasing the variety of routine inquiries for brokers.
A robust information base provides two principal advantages. First, it enhances buyer satisfaction by offering on the spot solutions, decreasing wait instances for easy points. Second, it boosts operational effectivity by reducing the variety of routine inquiries that require agent help. This optimizes useful resource use whereas guaranteeing high-quality assist when wanted.
Hiver: Analytics
Hiver provides insights into customer support efficiency and group effectivity. Managers can use real-time reporting to see job progress, spot bottlenecks, and monitor ticket decision instances. Fast entry to this data permits for well timed changes, bettering effectivity and assembly Service Degree Agreements (SLAs).
The analytics dashboard reveals key efficiency indicators (KPIs) for buyer assist. You possibly can view metrics like first response time, common decision time, and buyer satisfaction scores (CSAT). Managers can monitor these KPIs in real-time, serving to them spot tendencies, determine enchancment areas, and make knowledgeable choices to reinforce service.
Hiver’s analytics instruments additionally assist customizable reporting. This flexibility helps companies concentrate on related information. For instance, CSAT stories provide fast suggestions on buyer experiences. Groups can shortly deal with points and refine their methods.
Moreover, Hiver’s instruments help in workload distribution and efficiency evaluation. Managers can see how particular person brokers are performing, monitor ticket volumes, and analyze tendencies over time. This understanding of group dynamics and workload helps sensible choices about useful resource allocation, coaching, and course of enhancements.
Hiver: Ease of use
On condition that it sits inside Gmail itself, it may be most useful to consider Hiver as an improve to your Google Workspace. Actually of their video tour showcasing the UI, a lot is fabricated from how snugly options match into Gmail, equivalent to with the ability to present assist to clients via numerous channels like WhatsApp. You may as well use the present ‘Exercise’ pane in emails to assign and monitor assist queries.
On the plus facet if you happen to and your group are already aware of Gmail and are blissful to make use of the interface this may imply just about zero time spent in attending to grips with it. In reality, Hiver fares effectively towards the competitors in relation to its UI. Its interface is intuitive and simple to navigate.
Hiver has additionally devoted a web page to its workflow administration, which makes it simple to visualise duties assigned to your group by displaying all energetic conversations in your shared inbox. You may as well filter conversations, equivalent to by group member, with only one mouse click on.
Regardless of its strengths, Hiver’s interface could not appear fairly so acquainted to people who aren’t massive Gmail customers. For groups which might be extra snug utilizing Microsoft Outlook or any of the various different e mail suppliers on the market, there could possibly be some teething issues.
Hiver: Safety
Hiver maintains a devoted ‘Safety Middle’ on its web site. On condition that it sits on high of Gmail, we have been happy to see it answered one of many first questions we had instantly: the corporate would not retailer your emails on its servers, as a substitute leaving that to Google. It does, nonetheless, retailer some metadata like e mail topics.
In terms of processing e mail information, the corporate claims the ‘uncooked’ information is saved briefly and topic to encryption till it is synced throughout Gmail accounts, after which it is deleted completely.
Hiver additionally claims to bear common exterior safety audits. All its information is hosted by AWS (Amazon Net Companies) within the USA. This implies the corporate’s information facilities profit from all of the protections Amazon offers equivalent to 24/7 safety and hearth suppression techniques.
All of Hiver’s servers use community firewalls and all information transmission to or from Hiver occurs over a 128-bit SSL-encrypted connection. The hiver utility endpoints are TLS/SSL solely and rating a score of “A+” score on SSL Labs assessments.
Unsurprisingly, Hiver makes use of Google SSO (Single Signal On) to entry the app and customers can revoke Hiver’s entry to their G Suite at any time.
The corporate has been working onerous to be compliant with GDPR (Normal Knowledge Safety Regulation) however therein lies the catch: in 2019, Google was fined for breaching the GDPR.
The tech large has just lately made some changes to make its Chrome browser extra data-protection compliant however the truth stays that Google’s enterprise mannequin revolves round serving up focused adverts. This begs the query of whether or not shifting your assist desk to Google will enable your group to adjust to native information safety legal guidelines.
Hiver: Help
Hiver has a devoted Assist Middle, with useful guides on matters like organising your e mail account and integrating a WhatsApp channel into Gmail.
The Useful resource Middle additionally comprises some benchmark stories and a few e-books on matters like utilizing Gmail as a assist desk. As useful as these are, the assets out there appear fairly spartan in comparison with different assist desk suppliers we have reviewed. There may be a variety of articles that may assist together with your Hiver queries, together with round matters like the most recent CX tendencies and an in depth comparability information.
Irrespective of which pricing plan you select, all customers obtain onboarding assist and 24/7 help by way of e mail and live chat. Solely subscribers to the most costly ‘Elite’ plan obtain precedence assist, nonetheless, which incorporates callbacks and your personal ‘Success Supervisor’.
Hiver: The Competitors
Hiver faces competitors from many established assist desk options, particularly Zendesk. Zendesk has extra options and scalability, however it comes at the next worth and a steeper studying curve. Some companies nonetheless discover Hiver limiting and select Zendesk regardless of the fee.
Entrance is one other competitor. It provides a collaborative platform for managing e mail, SMS, and social media. It is nice for groups, with options like shared drafts and analytics. Pricing begins at $29 per person monthly, making it a stable alternative for companies with decrease ticket volumes.
Freshdesk can also be a powerful possibility for rising groups that want customization and integration. It consists of superior options like AI-powered automation and analytics. Nonetheless, its interface is much less user-friendly than Hiver’s. Freshdesk is costlier than Hiver however cheaper than Zendesk. Hiver fits companies that worth simplicity and e mail assist, whereas Freshdesk is healthier for groups with extra advanced wants.
Hiver: Last verdict
‘Hiver’ is definitely the French phrase for ‘Winter’. We surprise if the homeowners know this, because the platform could possibly be the ‘Winter of your discontent’ if you happen to’re already utilizing Google Workspace inside your group and wish to arrange a assist desk shortly and easily.
Leveraging an present platform to handle tickets makes good sense, particularly if you happen to can embody further options like reside chat and assigning duties to different customers. The pricing plan additionally begins from a really affordable $15 per agent monthly.
The largest conundrum you may face as a enterprise proprietor is if you wish to belief but extra of your group’s shopper data to Google, as they do not have the very best report for information safety. Nonetheless, there is a cause why they’re trusted by so many. In case you nonetheless have your doubts, why not join Hiver’s free trial and see whether or not this assist desk answer meets the wants of your group?