Hiver is an email collaboration that lets you manage your shared inboxes using your Gmail accounts. If you use shared inboxes within your company –– such as support, help desk, or sales teams –– then you can access, delegate and track emails sent and received from these accounts from within Gmail. Hiver keeps the same structure as your previous team inboxes, but lets you manage them from one place, which helps improve efficiency and boost collaboration, both within teams and across your company as a whole. Hiver also allows you to assign owners to email, as well as add and track the status of each email. It provides a general overview of your team’s workflow and activities, and lets you track which team member is working on which emails. Hiver’s insights into performance allow you to find areas in which you can improve.
| Support | 24/7 (Live rep) Online | Customer Type | Large Enterprises Medium Business Small Business |
| API | NA | Contact | San Jose, CA - 95134 |
| Deployment | SaaS/Web/Cloud Mobile - Android Mobile - iOS | Category | Collaboration Software Help Desk Software |
Disclaimer: The pricing details were last updated on 06/12/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
is so amazing to be able to do it all within your regular email. Love love Hiver!!!
the only thing I don't like is the comments, which are the most important, are not easily accessible to view it all unless you go inside each email and look at the panel section where comments are. There should be a way to have an easier form of seeing all comments at glance and going inside the email that demands the most our action right away. This should be fixed quick.
customer support
Pros: 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.
Cons: It would have been great if we could also have access to a small wiki where we could maintain and manage the help docs.
Overall: We have been hiver for less than a month and our support team couldn't have been happier. We plan to move our Finance and Account management efforts also to this in the next few weeks.
Pros: The ease of discussions between team members about an email without the frustration of a massive long email trail that gets complicated especially when team members are responding to varying email dates and versions. There's no issue of inadvertently emailing a client any internal messages.
Cons: Personally, it took a while to get used to and each new team member requires training to understand how best to utilise Hiver.
Overall: We are a service company so often get client enquirys/queries via email. Hiver is an excellent way for the team to communicate about said enquiries/queries and enables us to respond quickly to our clients. Multiple people can be involved and it doesn't clog up your email with messy email trails.
User feedback no longer falls through the cracks. On a rotating basis, one team member monitors the shared mailbox and assigns feedback to the designated person. Together with internal chats, the entire chain to resolve an issue stays together. Feedback emails are no longer hidden among the noise of all other emails. This is processing user feedback made easy!
I wish I could limit the Conversation View to just Hiver, but I guess that's just how Gmail works. There can be a significant time lag in the announcements on Slack that en email has been added to the shared inbox, but that's a minor issue, since Slack is mostly important for alerts that somebody assigned something to me. Finally, closing a ticket on the App did not result in the ticket disappearing from my folder.
We use Hiver to process user feedback. Hiver has made this so much more efficient and reponse collisions no longer happen.
I like the ease of use of Hiver. How simple yet effective it is to use the tags so you can narrow down the emails to a category you wish to focus on. Very quick at closing emails and actioning what you have requested.
That you cannot assign an email to more than one person (if this applies to more than one person it is difficult to work around this)
Definitely, use this to a maximum potential, it is great for narrowing emails and assigning them to the correct person and department. Even timeframes (48-hour emails) to keep within a certain time period.
Much quicker with assigning emails.
Easy use of tags so we can narrow down searches in categories - helpful for managing workloads.
Not having to forward emails to each other any more. Assigning them makes life so much easier. Keeping notes on each emails is awesome!
I can not close emails in my personal inbox. I have to go into the email and close it or reassign it. However you can go into your team inbox and do this. But this is not a huge gripe of mine. There is not much to dislike however I look forward to new features as the Hiver team seems to be very talented!
Their support is great! Instant chat and amazing help :-)
Communication! Everyone can communicate and keep notes on emails. We use to use a chat feature and I hated to hear new chats some in. Now chats about an email are nice and tidy! I also love assigning emails to team members to clean up my inbox. Shared labels are also a plus!
Simplest way we have found so far to share e-mails within our sales staff, without having to actually send them to each other!
The only thing I can think of to dislike is that when I was first added to my company's Hiver, it took a few days for all of the e-mails to show up.
Worth a shot, there is a free trial!
This is a great way for us to know what's going on within the sales team, this is how we know what invoices have been sent out, even if that particular representative isn't at work. Find things easily at a glance. Love the drag and drop functionality as well.
There are numerous features that we like about Hiver, but the best features are: (i) the ability to assign to emails to different users and track whether the actions are "Open" or "Pending"; (ii) shared labels and tags; (iii) the social media functionality; and (iv) reporting.
Since we are setting up several group email accounts, we would have appreciated advice about how to appropriately set up each account in the most efficient way. For instance, we set up one of our group email accounts as a user, and now we can't change it and will have to keep paying for an extra seat license for as long as we use Hiver. We've also had some difficulty with some users not being able to access shared labels even though they've been added. I would like to report on the number of individual emails -- not just email conversations -- as this would give me a better indication of workload.
Make sure you receive Guidance from Hiver about how to initially set up the group email accounts, as some decisions cannot be easily changed.
We are solving numerous problems. First, we use Hiver to ensure our organization responds in a timely and appropriate manner to our customers. Second, Hiver is extremely useful in transitioning work to other staff members when folks are sick, on vacation or on FMLA. Third, Hiver simplifies the communications between our clients and our organization.
The ability to assign emails to add accountability to teams. The ability to scale the solution to multiple teams without redeployment is awesome.
Plugins are heavily within Chrome processing. But, this is an unavoidable necessity of the solution.
True accountability of emails inbound to important email groups. Analytics of the incoming emails, engagements and processing times have help us realize deficiencies in staffing levels.
What are the best aspects of this product?
All in all, Hiver is a functional and well thought-out tool. It's able to integrate seamlessly with GMail. It fosters enhanced productivity by means of information sharing and collaboration. Asdie from its label-sharing capabilities, I like its shared templates since it puts all shared company e-mail templates in one convenient location. Their customer service is really the best in its class!
What aspects are problematic or could work better?
There's nothing to hate with Hiver. I've been making use of it since back in the day. It's growing steadily and adding in new and useful features constantly. In general, it gave me zero problems. It's hard to say anything negative about it. It does what it says on the tin.
What specific problems in your company were solved by this product?
I run a small office with a lot of staff. Everyone has role to play. But if a member happens to be away, others are tasked to pick up where that member has left off. Without logging in to numerous accounts, correspondence is readily available for access when needed. This ensure seamless service in cases where team members are absent.
Are you a current user of this product?
Yes
The research is compiled using multiple sources, let us know of any feedback on feedback@saasworthy.com
