Hiver Erfahrungen

Vorteile

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!

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Hiver

Hiver integrates with Gmail right in your inbox so you don't have to have multiple windows and apps open at the same time. It's all in one-place and it's affordable!

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

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

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

Freshdesk und Zendesk Suite

Gründe für den Wechsel zu Hiver

Cost and integration with existing email platform

Vorteile

I am liking the most team Analytics, Ticket Assigning

Nachteile

Need to improve Automated mail assigning

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 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

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

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

Nachteile

Yes, need to improve auto assigning the emails

Vorteile

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

Nachteile

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

Vorteile

It works well with Gmail and gave us the opportunity to allow for two-way communication with candidates who apply through Workday for our positions.

Nachteile

The look of it could be better, very simple and boring look.

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

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

Nachteile

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

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

Easy to manage a team with, full visibility and different rolls.. good analytics for reporting

Nachteile

better reporting, with more robust and customizeable anayltics

In Betracht gezogene Alternativen

Intercom

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

Assigning emails to our team members has been a game changer. We are no longer fumbling over ourselves and can clearly see who is handling which email. It has added organization and accountability that was lacking on our team when it came to handling our main sales email account.

Nachteile

The analytics are easy but we don't use them very much.

Vorteile

Its ease of use, integration with Gmail, customizable and easy settings for sharing folders.

Nachteile

I cannot share my contacts. This feature should be added.

Vorteile

I Like how organized it is, the features are nothing compared to other softwares we have used at work.
I can assign myself to the email and close it when it is taken care of. The notification on the top right corner are very helpful, it keeps all of us informed.

Nachteile

In the beginning when using this software there was a few minor glitches as in emails appearing again and again automatically. I'm glad that was solved.

Vorteile

Helps organize shared inbox and keeps members of company accountable for getting back to customers. No excuses for not seeing an email - Hiver makes it so easy to keep track of hundreds of daily emails!

Nachteile

I want customizable notification settings - I get emails assigned to me everyday and don't need that info but being able to see the times that a colleague @'s me will be super helpful and those seem to get lost in the notifications.

Vorteile

Very helpful insights into tracking emails, templates, and workflows.

Nachteile

For a while, Hiver didn't integrate with a number of our other applications. However, the Hiver support team has been very helpful and as such we don't have these issues any more.

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

We use the Google Suite for EVERYTHING and I love that this product integrates into Gmail. It makes onboarding a breeze and offers everything we need within the tool we use most. The automated features are helpful, and the analytics have gotten better an better.

Nachteile

Not many cons from my point of view. Slows Gmail a little bit, but it's not too noticeable.

Vorteile

This is such a good service. The fact that you can have a shared inbox with other people in the company and use it as a to-do-list is incredible. We use this service religiously.

Nachteile

The only cons i have for this service are little/insignificant things like when you close a ticket and someone responds to say something like 'thank you' it re-opens the ticket. i wish it was smart enough to pick up on things like this and not re-open the ticket.

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.