Who Uses Hiver?

Anyone using Gmail/Google Apps for customer service

What Is Hiver?

Hiver is a Gmail-centric customer service solution that helps teams across the organization collaborate on shared inboxes like [email protected], [email protected], [email protected]

Its the most frictionless, natural way for teams to handle customer email communication as it works right inside Gmail. It helps customer-facing teams collaborate better and make sure all queries are answered on time, by the right people.

Hiver is used by 1500 companies including Canva, Flexport, Oxford Business Group, and Upwork.

Hiver Details

GrexIt

http://hiverhq.com

Founded 2011

Hiver Cost Overview

Hiver has a free version and offers a free trial. Hiver paid version starts at USD 7.00/month.

Starting Price

USD 7.00/month

Pricing Details

$7/user/month when billed annually. $11/user/month when billed monthly

Free Version

Yes

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Online

Hiver Features

Collaboration Software
Brainstorming
Calendar Management
Contact Management
Content Management
Discussion Boards
Document Management
Project Management
Real Time Editing
Task Management
Version Control
Video Conferencing
Archiving & Retention
Canned Responses
Data Recovery
Email Monitoring
Queue Management
Response Management
Routing
Shared Inboxes
Signature Management
Spam Blocker
Whitelisting/Blacklisting
Alerts / Escalation
Automated Routing
Customisable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Collaboration
Electronic Signature
Employee Activity Monitoring
Live Chat
Meeting Management
Remote Access
Remote Support
Softphone
Task Management
Time Zone Tracking
Video Chat
Web Conferencing

Hiver Reviews

Showing 5 of 67 reviews

Overall
4.7/5
Ease of Use
4.6/5
Customer Service
4.7/5
Features
4.5/5
Value for Money
4.6/5
Bryn S.
Director of Operations
Information Technology & Services, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 10/09/2019

"Hiver has been a game changer our account management team!"

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.

  • Reviewer Source 
  • Reviewed on 10/09/2019
Juan david N.
Customer Care Rep
Consumer Electronics, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 18/09/2019

"Managing a team was never easier!"

Comments: KPI measurement Prioritizing emails, Coworking with shared inboxes, Highlight important emails that need immediate attention.

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 18/09/2019
Andrea G.
Founder
Used the Software for: 1-5 months
  • Overall Rating
    1/5
  • Ease of Use
    3/5
  • Features & Functionality
    3/5
  • Customer Support
    1/5
  • Value for Money
    1/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 04/03/2018

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

Comments: 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!

  • Reviewer Source 
  • Reviewed on 04/03/2018
Daniel J.
Finance Team Lead
Leisure, Travel & Tourism, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 12/09/2019

"Hiver Is A Must For High Volume Inboxes "

Pros: Hiver is great for my team as we have several high volume inboxes. Prior to Hiver our teams would all log into a separate inbox and choose pages to work from which became increasingly less efficient. Hiver has changed this by adding all our inboxes in one place. The ability to assign emails and collision detection has also greatly reduced instances of double up on work as well. The collaboration tools are great with the ability to leave notes and @ mention other users as in the past we would be creating drafts in the emails to leave notes. It also provides the ability for automation which allows us to prioritize specific items

Cons: It would be nice to have the ability to sort emails from oldest to newest Analytics can be a little hard to follow at times, though they do allow you to export the raw data and extrapolate from there

  • Reviewer Source 
  • Reviewed on 12/09/2019
Virginia T.
Pulse Manager
Real Estate, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 13/09/2019

"Team Email Management"

Comments: Great experience, if we have an issue the support team is there to help.

Pros: Hiver has made our shared email process so easy! We tried several other products but this was the only one that solved our issues. We can make folders for separate teams, email templates and add access to those who need to be involved only. You can also schedule dates/times of when you would like the email to be sent. Google Chrome extension is available, if needed.

Cons: Would like more user analytics for tracking employees

  • Reviewer Source 
  • Reviewed on 13/09/2019