Hiver

Visual layout is great and it's extremely easy for multiple teammates to collaborate.

Sometimes the integration with Gmail is tough in terms of how it works with your existing email filters.

We had an issue where our company couldn't afford to make a huge investment in a workflow software, but we needed a way for multiple teammates to take action on incoming emails at once. Hiver is very affordable and allowed us to accomplish our goals

I love the fact that we can route emails easily to the right person and the tagging and comment feature on the right column makes it easy to talk about customer inquiries without building an insanely long and confusing email chain. I love the access to data. I love the templates feature.

I don't like that pending items aren't visible in my hiver inbox - they're easy to forget about.

Before Hiver, we'd lose track of team conversations about specific clients, we wouldn't know if a situation was handled or who handled it, and we had no data on customer service. Now we have a clear routing systems for requests and emails that come in, easy to use response templates, and we know when something's handled. I can let go as a CEO and know that things are handled and I can easily progress monitor. We have great data and as a team, we're more organized and focused than ever. Most importantly, we can handle way more customer requests than before with very little slipping through the cracks.

The things we like the most are the seamless integration in the Gmail inbox and the ease of use (and definitely the competitive price).

I can't find really things to dislike. For what we are using, it fits like a glove.

We are using Hiver to distribute the workload, keep track of all interactions with the tickets, analyze team efficiency, analyze the requests we are getting, and measure ur response time.

I liked how it was intuitive for everyone to use. With minimal training the whole team was up to speed and productive. In fact, we had the least technical person in the company write up the usage docs. It truly was a triumph of usability.

Part of it was the built-in integration with gmail. We didn't have to open another app, we just installed the software and assign emails to the responsible people. As a team we were able to gel and work together well. Our customers really enjoyed our faster and more organized responses.

Hiver customer support rocks. Can't say enough good things about them, they are the secret heroes of the company. Not that we needed them often, but when we did they were there for us.

Unfortunately for us, the pandemic was a mortal blow to our company. Going forward when it's my choice I'm going to use Hiver. When it's not my choice I'll advocate for it.

Periodically gmail would make changes to their interface which caused minor issues with Hiver. Nothing every stopped working, and Hiver would fix the glitches within a couple hours. For this we blamed Google for making unannounced changes, not the good people at Hiver.

We had problems managing customer and vendor requests. Routing people to the right staff member was so much easier with Hiver.

The ability to assign email to another teammate along with adding "Tags" and even notes to each email.

You can remove emails from your Hiver inbox without any notification. This has happened a few times on accident.

Our team has a shared inbox and we spent a lot of time forwarding every email, but with Hiver's assign feature, we're able to do that seamlessly.

accountability with assigning and completing tasks.

I have not found any downsides to using Hiver...but I could list 20 upsides.

Just use it! it has been a game changer for us. Customers get responses quicker and we are more organized. A shared mailbox gives you the ability for every user to see the history of an order from inception to delivery and after if there is any follow up.

working from home employees during covid have better access to the shared inboxes. allows for more collaboration.

We love the easiness to manage shared mailboxes, and the great levels of support.

Constant updates and real-time fixes

I would find it hard to pinpoint a dislike with Hiver, it's an overall great tool.

Managing access to mailboxes with large teams and prioritizing inbound customer support issues and requests. It's really beneficial that our support teams can have clear discussions and brainstorming accosted with each email and they can be assigned to specific users within the team.

Everything I need is in gmail. I use to have to go from one tab to another to answer support tickets or to share customer emails with employees but now I can do it all from inside gmail or from the smartphone app.

Hiver has saved me money on expensive support ticket solutions, but more importantly it has saved me time. It really is a game changer.

There isn't much to dislike about Hiver.

If you want to do everything inside of gmail then Hiver is worth checking out.

Much of my business operates withing gmail so having to go outside of gmail in order to answer support tickets or collaborate with employees was always a hassle. Hiver has vastly improved my workflow, lead to faster support ticker responses, more satisfied customers, and reduced time spent on support.

One other great benefit is that you can set up canned responses which are usable outside of the Hiver inbox. So when I get an email which a customer sends directly (not through support) I can still use a canned response to reply. In fact, most of the features that are in the Hiver inbox are available for normal emails. Having a database of canned responses has been extremely helpful and has cut my email time in half.

Also, before Hiver I would need to forward emails to employees or copy+paste the email body into WhatsApp if I needed an employee to write up a response for me. Now with a shared inbox my employees can see emails when they come in and respond right away.

Easy to install and intuitive use. Solved the problems that we've been facing to manage shared mailboxes.

I have not identified any missing feature.

We have always had the challenge to manage shared mailboxes, and now we are able do set an organized process.