Hiver

Vorteile

There was a slight learning curve early on as we implemented and configured Hiver, but support was great. Super helpful. Now, our team can easily track open and closed requests with our clients, and easily collaborate behind the scenes with each other to solve customer issues. The metrics and reporting have also benefited our team's self evaluations and also given us an opportunity to show clients that we are tracking our own performance in an effort to provide them with better service.

Nachteile

The early learning curve with configuration in Gmail took some time and effort, but that was expected.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Hiver

Vorteile

Using Hiver for more than a year & the best thing is it doesn't slow down your Gmail experiance along with a great tagging & assignment of emails/ issue.

Nachteile

Could not find any issue related to the product and their support till now but the pricing can be a bit more competetive.

In Betracht gezogene Alternativen

Warum Hiver gewählt wurde

Gründe für den Wechsel zu Hiver

Vorteile

The product is ok, but their release of new features is so slow and not keeping up with the competition. Looking around at alternatives and comparing features, you can see Hiver is lacking in so many areas.

Nachteile

They constantly change their plans and doing this means huge price changes.

I've no problem with SaaS providers tweaking plans here and there and there being the odd price increase to help develop the product, but Hiver does not do this. Hiver changes their plans hugely every so often and forces existing customers onto these new plans.

Yes, this of course is their right, after all, it's their product, but how can they justify wild price increases like 62%?

No, this isn't fair and leaves existing customers feeling like they would never have signed up if they knew this was going to happen.

Vorteile

I love that it integrates seamlessly with Gmail, a platform I already use on a daily basis multiple times a day anyway, doesn't require any additional software to work, and it's affordable for small business owners like myself.

Nachteile

It only works with Gmail so people that use other email services such as Yahoo, etc aren't able to use Hiver and there can be a steep learning curve for less experienced users with some of the more advanced features.

Vorteile

We jumped into it without warm up. We had a really sour experience with a bulky software that was overwhelming with their tab system and it was refreshing not to struggle with basic communication functions. The change was painless and really quick. I like we are working with the same features we know from gmail but enhanced.

Nachteile

The searching is still a bit challenging for me, I have so many iboxes shared with me that I have to be incredibly specific with my search as I haven't found a way to filter in which inbox I'm looking for the information.

Vorteile

Hiver has significantly improved our internal collaboration. Easy integration with Google Workspace, shared labels and shared mailboxes are allowing team members to find any relevant emails they may be looking for based on how our workflows are setup. The analytics on the shared mailboxes provide relevant insights for optimizing our workflows and improving accountability across company. We have been Hiver users for 6-7 years and a happy one, when issues arise support has been fantastic, personable, with timely follow-ups and never dismissing our concerns. In our company every employee uses hiver.

Nachteile

Usually, it is much easier to find cons in any application, but I find with Hiver to the extent we use it, there is nothing to complain about.

Vorteile

The full Gmail integration is marvellous !One single GMail-session to follow-up day-to-day business mails and additionally support requests assigned to the Hiver users. No need to keep multiple windows and mailboxes open.The ease of use goes without saying.The contacts with people from Hiver (at all levels) is incredibly positive. They really listen and try to solve issues as soon as possible. Suggestions for new features are discussed (sometimes in great detail) and implemented if it's feasible and useful.

Nachteile

A minor issue is the fact that users should be aware that deleting "a single" message from a conversation in a hiver mailbox deletes the whole conversation and removes it from the Hiver mailbox when emptying the bin. This only goes for the delete message on message level.But then again, new Hiver users should be trained not to delete single messages.Luckily, the delete button at conversation level shows another text than the normal button, and provides a warning message when pressed.

Vorteile

I really liked the fact that emails can be added to a shared mailbox and everyone on the team will be able to see them. This makes it much easier when we change team members, as they can be added and will see all the email history. We no longer have to save emails that are worthy of archiving, as they are automatically filed nicely and accessible by the current team - with attachments in place! I really didn't like when you forwarded an email and you needed to reattach the attachments - We can now just add an email to the shared inbox and the new user can see everything as though they were there all along!I also really like the automations - As much of our email traffic is fairly routine, and we can use this to automatically route emails appropriately - And tag them automatically for metrics/analytics!Additionally, the fact that it integrates into Gmail is great, as we looked at competitors, but I didn't want to have another login with more emails. The fact that everything in one place was the major selling point for me

Nachteile

The most difficult part of Hiver is our internal training - As getting everyone to use it as desired can be difficult. I can imagine everything working perfectly in my head, but getting the whole team on board has been the issue. I also wish we had more bulk features - Such as bulk tagging, bulk status updates, bulk tag adding, etc. Although your support team has been great!

Vorteile

Yes integrated with gmail. By this easily ticket managed with team member.

Nachteile

No there is no difficulty but auto assigned tickets with issue will be free of cost. Please consider that

Vorteile

Hiver is best by this we cannot forget our pending works, its will be easily managed.

Nachteile

Nothing for now, but if in future there is anything else. sure let you know the same.

Vorteile

Automation, Analytics and ticket management

Nachteile

Auto assignment could be better and Analytics report by tag count should be downloable.Pricing could be more competitive.

Vorteile

Fantastic an use daily for my work I can also tag other colleagues every day all great and used daily

Nachteile

Fantastic an use daily for my work I can also tag other colleagues every day all great and used daily

Vorteile

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.

Nachteile

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

Vorteile

It makes it really easy to collaborate cross functionally.

Nachteile

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

Vorteile

Getting only the emails that are relevant to you and assigning the emails.

Nachteile

N/A, till now i dont think there is any problem with Hiver.

Vorteile

I like that the emails are segmented into different inboxes. This helps me stay organized between internal messages and external messages.

Nachteile

It's clunky at times and the search function in Gmail is more confusing than helpful.

Vorteile

This platform helps to organize our influx of emails from clients, etc. This tool makes collaborative teamwork possible. You can leave notes to your colleagues in an email and they can review your response without adding it in the email. You can also leave notes for yourself in an email. The system is easy to use and if you need a shared email box and a multiple-person team to manage support inbox then hiver is your best choice.

Nachteile

I actually don’t find any issues with using this tool. It’s 100% useful. However, if I was picky I am not a fan of keeping the email in conversation view. It makes a bit hard to read emails in a thread but had to adjust for hiver.

Vorteile

The shared mailbox features is incredible and provides exactly what we needed when looking into a viable Email sharing solution for Gmail.

We use the shared mailbox for our info@ and sales@ email addresses and they can be shared seamlessly between colleagues and assigned without any clashing, or duplicate emails being sent out. Works an absolute treat

Nachteile

At times, since the support is only US and India based, the time difference means support is not always available to us UK time.

Vorteile

Before Hiver, managing a shared support Inbox was impossible. Hiver ensures that no client requests are missed, that every request is assigned quickly, and that we all have visibility into what others are working on.

Nachteile

I would like to see some simple analytics at the base subscription level.

Vorteile

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.

Nachteile

Would like more user analytics for tracking employees

Vorteile

The assignment feature allows us to assign to specific team mates. The notes allow us to have easy internal communication without the need to endlessly forward emails to people. From a management perspective, Hiver Analytics is a great tool to measure email productivity as well.

Nachteile

I would like to see assignment feature be available on a team level instead of an individual level. For example, an email can be assigned to a specific department that also have Hiver. With a shared inbox feature, the sent folder will also contain emails that were sent from other teammates. Wish there was an easier way to filter that.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

The program allows for all employees to have access to the same information without sharing email passwords as long as the email is linked to Hiver.

Nachteile

Hiver was a bit tricky to use in the beginning, it takes some practice to get the hang of the program and how it works but it has been a definite help to us as users.

Vorteile

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.

Nachteile

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

Vorteile

In order to handle email and distribute work among team members, Hiver is a good Email management tool. Tracking team work and workload is easy with it. Work performance can be tracked and compared with the filter feature. It is possible for team members to be added to a group in order to help other team members, such as emailing a particular email address, which will be visible to all members.

Nachteile

I have a ticket assigned to me, but someone on my team may close it without my permission, this should not happen except (Team Lead and manager). It should be closed once i assign it to him.

Vorteile

I like most in Hiver, the distribution of the tickets.

Nachteile

The live chat part in average, It should be improve.

Vorteile

I love being able to assign and receive assigned emails within 2-3 clicks. Things get to the people they need to and taken care of.

Nachteile

Sometimes there are server connection issues and I have to close out of my browser or refresh to get Hiver back and active on my Gmail screen.

Vorteile

Hiver channels Google Group emails to tabs in your inbox. They are organized separately from your regular inbox and from each other. As emails come into groups you are a member of they can be assigned to users in that group. Emails can be passed back and forth, commented on, tagged etc. They can even be moved to another group.

Nachteile

I have no complaints about the functionality of Hiver. They seem to have thought of everything. They are working on enhancing their SF functionality and I am looking forward to that.

Vorteile

I love that incoming client emails now arrive in a shared inbox and that we can assign the emails to the most junior responsible team member rather than coming in at the most senior level and being pushed down to the team and everyone has visibility over what the junior staff member is doing.

Nachteile

The inability to share draft emails that are new emails, not responses to existing emails.

Vorteile

Workload distribution and easy access to the AI based analysis for the team.

Nachteile

Automated rules are not available in basic plans which feels sometimes a problem.

Vorteile

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

Nachteile

Yes, need to improve auto assigning the emails

Vorteile

I like that a team of people on different ends of the world can work together efficiently.

Nachteile

When we have systems issues and have to contact customer support and they aren't able to help.

Vorteile

I am liking the most team Analytics, Ticket Assigning

Nachteile

Need to improve Automated mail assigning

Vorteile

The way that you can tag your emails and not have to manually forward something to your colleagues is amazing. Being able to click a drop-down menu and choose the person you want to assign an email to makes it a clean transaction.

Nachteile

Not being able to mass update from your original inbox and close the conversations through there is the thing I least like but its not really a big issue as I can go into my assigned inbox and close through there.

Vorteile

The ability to co-manage a shared inbox and triage/delegate emails to members was simple and very useful.

Nachteile

The CSAT responses failed to load consistently, requiring me to refresh my browser tab and try again multiple times. This issue seemed more localized to me than the rest of my teammates though.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

We really like how quickly the installation process was and how helpful the customer service was, always available to help and solve issues very quickly, which for us is essential as gmail is our main tool to work.

Nachteile

We would like to be able to have sub tags for the purpose of analysis as it would help us understand better some metrics.

Vorteile

Que esta totalmente integrado con GMAIL.

Nachteile

No dispone de cambio de idioma a Español y tampoco soporte de atención al cliente para mercado LATAM.

Vorteile

User friendly, fast application, records all the history and lots of analytics to check out any one performance for the given time period.

Nachteile

Some times it takes time to login to hiver.

Vorteile

Hiver streamlined the email-based management of support issues, tasks, and client information. Hiver makes email entry in remote offices simple and easy. Allows team members to argue String emails, as well as categorize emails that can be seen by everyone on the team. An email box that is shared by all members of a team helps keep everyone on the same page. Assigning projects to coworkers, tracking their progress, and organizing their workload are all made easier with this tool. Using Hiver, you may work together with colleagues on each customer and keep track of important emails to ensure you don't miss anything.

Nachteile

In general, there are no negatives affecting the general performance of Hiver, as after completing the training, the team will be able to use it efficiently at their different levels and experience. But the problem remains with the high subscription prices, which are not suitable for small enterprises.

Vorteile

Our company moved over to G Suite in an effort to move to cloud-based operations from our previous terminal server setup (Windows-based ONLY; accessibility was relatively limited if not at the office). When making the switch, we note that Gmail does not have a shared mailbox function – something that our company entirely relies on. So though you're getting the "Suite" of apps that are necessary (and excellent) for operations, a large piece of the puzzle was absent. HIVER offered EXACTLY what we were looking for. Accessibility to shared email addresses/inboxes for a small or large number of employees.

Hiver is an excellent and essential tool in our company's toolbox.

Furthermore, the customer service I receive is always quick and accurate and a smile seems to be permanently attached to the customer service reps, making it not only easy, but also pleasant, to address issues.

Nachteile

Our company works entirely online – browser-based and mobile devices. Hiver has an iPhone app that we use and it is constantly improving, but the iPad app is the iPhone app on a bigger screen. Hiver's latest update duplicates the size parameters of the iPhone app, so it is not just enlarged (causing a grainy picture) but rather readable.

The downside of the app version is that I can't seem to compose a new email from one of the shared mailboxes. While traveling I may need to send an email from a shared address, but cannot do so with the Hiver app.

Further, Hiver sorely leaves behind the template functionality – something that our company depends on – and I can't seem to create signatures for the various addresses.

A new iPad app may be a longer project, but if the shared templates and signature functions could be addressed, that would take Hiver to a new level for companies such as ours.

We are also looking at investing in Hiver again for a new setup, but I note that the prices have become quite high. While G Suite itself is $12/user, if you require more than one shared inbox (which seems very likely) you're paying almost double @ $22+/user for Hiver, which then starts to crank up the price making it seems like less of a "value". It may require some planning, but Gmail offers alternatives to the shared inbox which may appeal to customers who would find this too expensive.

Vorteile

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!

Nachteile

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.

In Betracht gezogene Alternativen

Warum Hiver gewählt wurde

Gründe für den Wechsel zu Hiver

Vorteile

Very easy to keep everything organized and to keep track of everything. We are a small and growing ecommerce business that has been using Hiver for 2+ years. It helps to keep everything from being lost in the shuffle and allows us to share important information about our clients amongst the team.

Nachteile

We would love to see more notification settings for customers and emails.

Vorteile

Integration into existing email platform

Nachteile

Sent items can't be sorted/separated from personal sent items (Hiver support looked at this for us, but could not suggest anything that would work to show items sent from support separatelyto those sent from personal email address)Also - Responses from customers are automatically assigned to the support operator who initially replied to them - it would be better to have this as an optional to either auto assign responses, or leave as unassigned (particularly useful when you have part time operators, and customers can't wait until they're back online)

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Hiver

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Hiver

Vorteile

its easy to manage emails and switch between multiple inboxes. It brought the entire team to the same page

Nachteile

Sometimes , after replying to a customer when we close the conversation and then the customer revert back it doesn't open the conversation and we miss that part

Vorteile

I like the shared mailbox feature as this makes thing so much easier with all staff.

Nachteile

If emails are being sent internally, sometimes this does not open back up.

Vorteile

It's incredible easy to setup and get used to work with it. There is no need to train users.Notes on emails or tag another user on it it's very useful.

Nachteile

Sometimes it's hard to define what you want to have in your main inbox or not.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Hiver