Hiver is an innovative customer service and shared inbox platform specifically designed for teams using Google Workspace (formerly G Suite). Recognizing that many businesses start managing customer emails directly from Gmail, Hiver was built to evolve this familiar environment into a powerful, collaborative help desk solution without requiring teams to switch to an entirely new system. Its core offering transforms standard Gmail inboxes into shared inboxes, enabling multiple team members to manage emails from common addresses like support@, sales@, or info@ seamlessly.
The platform goes beyond simple email sharing. It provides a comprehensive suite of features essential for efficient customer support and team collaboration. These include email assignment, where agents can assign emails to specific team members; collision alerts, which prevent multiple agents from working on the same email simultaneously; email templates for quick and consistent responses; customer satisfaction (CSAT) surveys to gauge performance; and robust analytics and reporting to track key metrics like response times and resolution rates. Hiver also integrates with other business tools, creating a more cohesive workflow.
Hiver is ideal for businesses of all sizes, from startups to enterprises, looking to improve their customer service efficiency, streamline internal communication, and provide faster, more personalized support. By centralizing customer interactions within a familiar Gmail interface, Hiver minimizes the learning curve, boosts agent productivity, and ensures that no customer query falls through the cracks. It empowers teams to work together more effectively, leading to improved customer satisfaction and a more organized support operation. In essence, Hiver bridges the gap between simple email and a full-fledged customer service solution, making customer support intelligent, collaborative, and scalable. |
