Introduction
Hiver is an AI-first customer service platform designed to streamline support across multiple channels like live chat and email. It transforms your existing inbox into a powerful, intuitive helpdesk, ideal for customer service, finance, IT, and HR teams seeking efficient communication and collaboration.
Key Features
Hiver AI: Leverages AI to assist, respond to, and resolve customer queries at scale, trained on your specific data.
Omnichannel Inbox: Unifies conversations from email, live chat, WhatsApp, and phone into a single, centralized view.
Shared Inboxes: Enables collaborative management of group emails (e.g., info@, help@), ensuring clear ownership and tracking.
Workflow Automation: Automates routine tasks like conversation routing and categorization, boosting team efficiency.
100+ Integrations: Connects with numerous apps to provide customer context and data directly within Hiver.
Self-service Options: Includes an AI chatbot, Knowledge Base, and Customer Portal for empowering customers.
Actionable Analytics: Provides insights into key metrics such as response times, support volume, and CSAT.
Use Cases
Hiver excels in Email Management by converting shared inboxes into robust ticketing systems, preventing missed queries and enhancing visibility. Teams collaborate seamlessly using Shared Drafts, @mentions, and internal Notes. For Customer Service, Hiver unifies interactions across all channels, enabling consistent, high-quality support. Its AI capabilities scale human-like service, automating responses and resolutions. In Live Chat, AI-powered bots deflect repetitive queries and automate message routing, speeding up resolutions and improving the customer experience.
Beyond customer-facing roles, Hiver streamlines internal operations. Finance and Payroll teams manage shared inboxes, automate approval workflows, and improve cash collection. IT and Operations can transform their inbox into an IT help desk, offering an employee portal for request tracking. Human Resources efficiently manages people operations, assigning and tracking hiring, onboarding, and employee engagement queries within a centralized inbox.
Pricing Information
Hiver offers a freemium model, including a Free plan for unlimited users with no credit card required. Paid plans for advanced features and scalability start from an accessible $19 per month, providing transparent and cost-effective solutions.
User Experience and Support
Designed for familiarity, Hiver's interface mirrors your existing email inbox, making it intuitive and easy to adopt, with quick setup. Hiver provides "5-star customer support," including free onboarding, implementation, success guidance, and 24/7 support across all plans. Its strong ratings (4.6/5 on G2, Capterra, Chrome Web store) reflect its market leadership and commitment to user success.
Technical Details
Hiver operates as a web-based SaaS platform, primarily integrated via a Chrome extension for Gmail users, offering a seamless workflow. A standalone web-based customer service platform is also under development. It supports integrations with over 100 third-party applications to centralize customer data and streamline operations.
Pros and Cons
Pros:
Intuitive, inbox-like user interface.
Powerful AI for automation and support.
Comprehensive omnichannel communication.
Robust collaboration tools.
Extensive third-party integrations.
Detailed analytics for performance insights.
Excellent 24/7 customer support.
Cost-effective with a valuable free plan.
Cons:
Standalone web application is still in development.
Primarily optimized for Gmail users via extension.
Conclusion
Hiver is an innovative, AI-first customer service platform that seamlessly integrates into your existing inbox, transforming it into a powerful, collaborative support hub. Its blend of intuitive design, advanced AI, and extensive features makes it an indispensable tool for enhancing efficiency, improving customer satisfaction, and scaling support operations across various departments. Explore Hiver to revolutionize your team's customer service.
