Hiver

Avantages

In order to handle email and distribute work among team members, Hiver is a good Email management tool. Tracking team work and workload is easy with it. Work performance can be tracked and compared with the filter feature. It is possible for team members to be added to a group in order to help other team members, such as emailing a particular email address, which will be visible to all members.

Inconvénients

I have a ticket assigned to me, but someone on my team may close it without my permission, this should not happen except (Team Lead and manager). It should be closed once i assign it to him.

Avantages

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

Inconvénients

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

Avantages

I love being able to assign and receive assigned emails within 2-3 clicks. Things get to the people they need to and taken care of.

Inconvénients

Sometimes there are server connection issues and I have to close out of my browser or refresh to get Hiver back and active on my Gmail screen.

Avantages

Hiver channels Google Group emails to tabs in your inbox. They are organized separately from your regular inbox and from each other. As emails come into groups you are a member of they can be assigned to users in that group. Emails can be passed back and forth, commented on, tagged etc. They can even be moved to another group.

Inconvénients

I have no complaints about the functionality of Hiver. They seem to have thought of everything. They are working on enhancing their SF functionality and I am looking forward to that.

Avantages

I love that incoming client emails now arrive in a shared inbox and that we can assign the emails to the most junior responsible team member rather than coming in at the most senior level and being pushed down to the team and everyone has visibility over what the junior staff member is doing.

Inconvénients

The inability to share draft emails that are new emails, not responses to existing emails.

Avantages

Workload distribution and easy access to the AI based analysis for the team.

Inconvénients

Automated rules are not available in basic plans which feels sometimes a problem.

Avantages

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

Inconvénients

Yes, need to improve auto assigning the emails

Avantages

Automation, Analytics and ticket management

Inconvénients

Auto assignment could be better and Analytics report by tag count should be downloable.Pricing could be more competitive.

Avantages

I like that a team of people on different ends of the world can work together efficiently.

Inconvénients

When we have systems issues and have to contact customer support and they aren't able to help.

Avantages

I am liking the most team Analytics, Ticket Assigning

Inconvénients

Need to improve Automated mail assigning

Avantages

Fantastic an use daily for my work I can also tag other colleagues every day all great and used daily

Inconvénients

Fantastic an use daily for my work I can also tag other colleagues every day all great and used daily

Avantages

The way that you can tag your emails and not have to manually forward something to your colleagues is amazing. Being able to click a drop-down menu and choose the person you want to assign an email to makes it a clean transaction.

Inconvénients

Not being able to mass update from your original inbox and close the conversations through there is the thing I least like but its not really a big issue as I can go into my assigned inbox and close through there.

Avantages

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.

Inconvénients

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.

Avantages

It works great while collaborating with the teammates.Issue's & tickets can be tagged for further analytics.User wise & tag wise availibity of analytics report is awesome.

Inconvénients

We are using Hiver from last 6 + months & didn't found any issue to report.

Avantages

We really like how quickly the installation process was and how helpful the customer service was, always available to help and solve issues very quickly, which for us is essential as gmail is our main tool to work.

Inconvénients

We would like to be able to have sub tags for the purpose of analysis as it would help us understand better some metrics.

Avantages

Que esta totalmente integrado con GMAIL.

Inconvénients

No dispone de cambio de idioma a Español y tampoco soporte de atención al cliente para mercado LATAM.

Avantages

User friendly, fast application, records all the history and lots of analytics to check out any one performance for the given time period.

Inconvénients

Some times it takes time to login to hiver.

Avantages

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.

Inconvénients

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.

Avantages

Our company moved over to G Suite in an effort to move to cloud-based operations from our previous terminal server setup (Windows-based ONLY; accessibility was relatively limited if not at the office). When making the switch, we note that Gmail does not have a shared mailbox function – something that our company entirely relies on. So though you're getting the "Suite" of apps that are necessary (and excellent) for operations, a large piece of the puzzle was absent. HIVER offered EXACTLY what we were looking for. Accessibility to shared email addresses/inboxes for a small or large number of employees.

Hiver is an excellent and essential tool in our company's toolbox.

Furthermore, the customer service I receive is always quick and accurate and a smile seems to be permanently attached to the customer service reps, making it not only easy, but also pleasant, to address issues.

Inconvénients

Our company works entirely online – browser-based and mobile devices. Hiver has an iPhone app that we use and it is constantly improving, but the iPad app is the iPhone app on a bigger screen. Hiver's latest update duplicates the size parameters of the iPhone app, so it is not just enlarged (causing a grainy picture) but rather readable.

The downside of the app version is that I can't seem to compose a new email from one of the shared mailboxes. While traveling I may need to send an email from a shared address, but cannot do so with the Hiver app.

Further, Hiver sorely leaves behind the template functionality – something that our company depends on – and I can't seem to create signatures for the various addresses.

A new iPad app may be a longer project, but if the shared templates and signature functions could be addressed, that would take Hiver to a new level for companies such as ours.

We are also looking at investing in Hiver again for a new setup, but I note that the prices have become quite high. While G Suite itself is $12/user, if you require more than one shared inbox (which seems very likely) you're paying almost double @ $22+/user for Hiver, which then starts to crank up the price making it seems like less of a "value". It may require some planning, but Gmail offers alternatives to the shared inbox which may appeal to customers who would find this too expensive.

Avantages

The mail management part is alfa omega. Its the core of this service, that makes it stand out from competitors. This tool allows you to manage hundreds of mails weekly without losing the overview. It integrates smoothly with G Suite, so are you already comfortable with Gmail, then you cannot miss Hiver!

Inconvénients

Setting rules for the automations could be optimized to handle more criteria and it would be great to be allowed to bulk add email adresses instead of manually adding one by one. It works though and its great.

Alternatives envisagées 

Front et Copper

Pourquoi choisir Hiver 

Gmelius had too many bugs. I wrote the support constantly and many of the features I needed were still on their roadmap. I believe Gmelius is a great mail management tool, but they need more development before they are able to compete with Hiver.

Pourquoi passer à Hiver

We tested all products out and evaluated them on the same criterias. Ease of use, integration, features, core focus and Hiver scored highest apparently.

Avantages

Very easy to keep everything organized and to keep track of everything. We are a small and growing ecommerce business that has been using Hiver for 2+ years. It helps to keep everything from being lost in the shuffle and allows us to share important information about our clients amongst the team.

Inconvénients

We would love to see more notification settings for customers and emails.

Avantages

Integration into existing email platform

Inconvénients

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)

Alternatives envisagées 

Freshdesk, Help Scout et Zendesk Suite

Pourquoi passer à Hiver

Cost and integration with existing email platform

Avantages

The collaboration between Hiver and G-Suite to create a cohesive team environment has allowed us to better collaborate together to improve the customer experience. We can assign emails internally, share inboxes and disposition emails as open, pending, or closed - chat about 'tickets' in the Hiver side bar, and step in to assist on existing email chains without having to forward emails to different departments or members across the team.

Inconvénients

I'd love to be able to create a 'ticket' within Hiver on behalf of a customer. Currently tickets can only be created based on an email interaction between a customer and our company.

Alternatives envisagées 

Freshdesk et Zendesk Suite

Pourquoi passer à Hiver

There was nothing that was going to remove us from all the robust solutions that are a part of our G-Suite platform, so once I discovered a platform that helped to level up the use case for our G-Suite email platform, it was a no brainer to give it a try. And so glad we did!

Avantages

its easy to manage emails and switch between multiple inboxes. It brought the entire team to the same page

Inconvénients

Sometimes , after replying to a customer when we close the conversation and then the customer revert back it doesn't open the conversation and we miss that part

Avantages

I like the shared mailbox feature as this makes thing so much easier with all staff.

Inconvénients

If emails are being sent internally, sometimes this does not open back up.

Avantages

It's incredible easy to setup and get used to work with it. There is no need to train users.Notes on emails or tag another user on it it's very useful.

Inconvénients

Sometimes it's hard to define what you want to have in your main inbox or not.

Alternatives envisagées 

Drag

Pourquoi passer à Hiver

It looked easier to be used.

Avantages

Email management and division. Being able to make tags and drop notes

Inconvénients

Still new to Hiver. So far don't have any cons

Avantages

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!

Inconvénients

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.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à 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!

Avantages

Hiver features initially seemed great. I was eager to make use of their promised benefits. Unfortunately, Hiver completely halted our operations for over a week and lost us a great deal of business. Throughout it all, their team was unapologetic and dismissive of the role that Hiver had in derailing our email communications with clients. Rather than seeing this as an opportunity to resolve and repair clear technical defects, they blatanly blew off our repeated requests for support.

Inconvénients

I tested out many collaborative email tools before deciding to go with Hiver. I was impressed by the intuitive design, canned response functionality and mobile app. Unfortunately, several days after installing the tool, we began to suspect that our clients were not receiving our emails consistently. I reached out to Hiver several times over the course of a few days and received no response. This lapse in email functionality coincided with some significant and favorable press coverage - our site traffic was nearly double what it normally was - and yet we went for 10 entire days without a single new client at a time when we would normally have 10-15 new clients typically. I tried for an entire week to engage help from the Hiver team. They insisted - and continue to insist- that their tool does not impact email sending functionality. I would beg to differ. As soon as I uninstalled Hiver, my communications with clients returned to normal. On a final note, to top this off, my team and I are 3 women. When we called Hiver's India-based support team, they were loudy making obvious, derogotary remarks about our being female and unable to understand their tool - calling us 'Dumb Blondes'. Highly inept and unprofessional team. Also worst nightmare for a growing startup!

Avantages

This platform helps to organize our influx of emails from clients, etc. This tool makes collaborative teamwork possible. You can leave notes to your colleagues in an email and they can review your response without adding it in the email. You can also leave notes for yourself in an email. The system is easy to use and if you need a shared email box and a multiple-person team to manage support inbox then hiver is your best choice.

Inconvénients

I actually don’t find any issues with using this tool. It’s 100% useful. However, if I was picky I am not a fan of keeping the email in conversation view. It makes a bit hard to read emails in a thread but had to adjust for hiver.

Avantages

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

Inconvénients

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

Avantages

I highly recommend this product for how well it integrates with Gmail / Google Custom Domain Mail. This product has been tremendously helpful in improving our email support and provide the tools necessary for properly tracking support requests and collaborating as a team!

Inconvénients

Honestly, I had to think hard to come up with something I dislike about the product. The only thing may be that the emails synced via the "Shared Mailbox" functionality also show up in search results when you try to search your own mailbox for emails. There is a way around this by using special search criteria, but a generic search will return results from the Shared Mailbox as well as from your own "personal" mailbox.

Avantages

I like how my teammates can jump into any email or grab documents for the email chain.

Inconvénients

That I can only use it on Chrome! I would love to be able to use this on Edge.

Avantages

Hiver is a great way to manage a shared inbox efficiently and integrates easily with Gmail. Our team is able to assign emails, share notes, and easily see a chain of communication ensuring all incoming enquiries are dealt with quickly and efficiently.

There are easy ways to set up template copy too, accessible to the whole team.

Inconvénients

No cons, it's good to be aware that once an email is assigned to a staff member, you won't see this email thread again unless you actively search for it.

Avantages

Hiver has a tremendous amount of useful functionality, specifically for a collective inbox setup. It integrates easily and intuitively with gmail and is easy to operate from the admin pannel

Inconvénients

Customer support is responsive and friendly, but I've found challenges successfully communicating issues and solutions with them. Some of the automated trigger functions, which highly useful, can be a little too finicky to be fully reliable

Avantages

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!

Inconvénients

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.

Avantages

Hiver was selected for its integration within our G-Suite. Hiver has allowed our group to more effectively and efficiently deal with inbound emails while giving visibility into the email traffic our client and talent experience team have on a daily basis. I love the ability to customize the solution to our business needs.

Inconvénients

I wish the analytics graphs were exportable for presentations, would also be great to be able to embed live graphs.

Avantages

Our team is small enough and the volume of admin tasks is manageable, so using a Jira ticketing system would have been far to restrictive. I appreciate the flexibility Hiver gives while still helping us organise tasks. The 3-4 of us manage the same mailbox where queries come into from the rest of the organisation, so it was hard for us to keep track of what has and hasn't been actioned, and by whom in the team. Hiver lies on top of this mailbox and allows us to assign queries to each other and mark the status of the emails which was a game changer for us. In addition, Hiver's analytics tool helps us understand what most of the queries are about and thus where to focus our energies when coming up with self-service options.

Inconvénients

The analytics tool is not always very accurate. We'd like to understand what our response time is but often this is very skewed for some reason and isn't realistic. I think this is still a work in progress for them.

Avantages

We love the ability to tag our colleagues on emails relating to them and add internally viewable comments alongside the email thread. Unlike almost all the competitors we tested Hiver doesn't take you out of your Inbox workflow - it simply extends what you can do in Gmail in really cleaver ways.

Inconvénients

The shared mailbox feature while great adds too many icons to the left menu in Gmail. A small complaint I know but I like to keep things as clutter free as possible.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

Thanks to Hiver, I have been able to expand my customer service. Email management has become much easier for my business.

Inconvénients

Hiver works very well for me I haven't had any complications yet

Avantages

We use Hiver to delegate tasks, share responsibility for customer-facing email accounts among on-site office staff and virtual assistants, and provide searchable history for customer communications across multiple parties. Hiver is the only solution we've found that's a G Suite add-on that meets our needs.

Inconvénients

The mobile app is ok and has improved lately but there's still room for innovation there.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

Personally, it took a while to get used to and each new team member requires training to understand how best to utilise Hiver.

Avantages

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

Inconvénients

better reporting, with more robust and customizeable anayltics

Alternatives envisagées 

Intercom

Avantages

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

Inconvénients

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.

Avantages

We recently reorganized our staff into various POD's, and communication is an utmost concern. Hiver has enabled us to assign emails and other communication in ways that provide visibility, ease of use, speed (which is essential) and accountability. We would be at a significant loss without Hiver.

Inconvénients

There are no downsides to working with Hiver from a user's standpoint.