Introduction

Hiver is an AI-first customer service platform that transforms your existing email inbox into a powerful, collaborative support hub. Designed for teams across customer service, finance, IT, and HR, it unifies communication channels and leverages AI to streamline operations, offering an intuitive alternative to traditional helpdesks.

Key Features

• Hiver AI: Train AI to automatically respond to and resolve queries at scale, enhancing efficiency.
• Omnichannel Inbox: Centralize customer interactions from email, live chat, WhatsApp, and phone into one unified view.
• Shared Inboxes: Assign ownership, track conversations, and manage group emails (e.g., info@, help@) seamlessly within your inbox.
• Workflow Automation: Automate routing, categorization, and actions for efficiency.
• 100+ Integrations: Access and update customer data from various business apps directly.
• Actionable Analytics: Gain insights into response times, support volume, and customer satisfaction.
• Self-service: Empower customers with an AI chatbot, Knowledge Base, and Customer Portal.

Use Cases

Hiver significantly enhances productivity across various departments. For Customer Service, it enables teams to engage with customers across all channels, ensuring no query is missed and delivering exceptional service. Its AI capabilities scale human-like support, while collaboration features like Shared Drafts and internal Notes foster seamless teamwork. In Email Management, Hiver simplifies handling shared email addresses, improving visibility and accountability. Beyond customer support, Finance teams can automate approval workflows, IT departments can manage help desk requests, and HR can streamline employee queries, all within a familiar inbox environment.

Pricing Information

Hiver offers a flexible freemium model, including an unlimited users on a Free plan that requires no credit card. For advanced features, paid plans are available, starting competitively at $19 per month, designed to provide maximum ROI without hidden fees.

User Experience and Support

The platform boasts an intuitive user interface, designed to feel just like your familiar Gmail or Outlook inbox, allowing for quick adoption and setup in under five minutes. Hiver is committed to customer success, offering "5-star customer support" that includes free onboarding, implementation guidance, and 24/7 assistance on all plans. This dedication is reflected in its strong ratings (4.6/5) across major review platforms like G2 and Capterra.

Technical Details

Hiver primarily functions as a Chrome extension for Gmail, seamlessly integrating into the user's existing email workflow. While a standalone web-based customer service platform is currently under development, the core offering provides robust functionality. The system supports extensive connectivity through integrations with over 100 third-party applications, facilitating a unified view of customer data.

Pros and Cons

• Pros: Intuitive inbox-like interface; powerful AI for automation; comprehensive omnichannel support; robust collaboration tools; extensive integrations; valuable analytics; excellent 24/7 customer support; cost-effective freemium model.
• Cons: Standalone web app is still in development; primary integration is with Gmail (via Chrome extension), potentially limiting for non-Gmail users.

Conclusion

Hiver provides an innovative, AI-powered solution for modern customer service and team collaboration, transforming the traditional inbox into a highly efficient support system. Its ease of use, comprehensive features, and dedicated support make it an excellent choice for teams aiming to enhance productivity and deliver superior customer experiences. Explore Hiver today to revolutionize your communication workflows.