Overview of Hiver _
Hiver is a versatile customer service tool designed to transform Gmail into a collaborative workspace. Its primary focus is to expedite the resolution of business queries by facilitating faster and more seamless collaboration, all from within the familiar Gmail interface. By turning emails into actionable tasks, Hiver ensures that no customer request goes unnoticed, and every query is promptly addressed, thereby improving the overall customer experience.
Key Features of Hiver _
Email Management
Hiver allows teams to turn emails into tasks, assign them to designated team members, and ensure swift customer service.
Views
This feature allows users to group customer emails based on specific filter combinations, saving them for quick and easy access later.
Email Templates
Hiver allows users to save frequently used responses as templates. This helps in providing consistent and fast responses to common customer queries.
Workload Distribution
Teams get a real-time view of each member's workload, enabling the optimization of task distribution with a single click.
Email Tags
Users can categorize customer issues using Email Tags, enabling faster access and processing of similar queries.
Collaborators
Hiver enables collaboration with team members outside the shared mailbox to resolve customer queries/issues faster.
Shared Drafts
Users can collaborate on email responses in real-time, enabling the team to craft the best possible responses for customers.
Permalinks
Hiver enables easy sharing of emails via Permalinks, with the option to limit or alter accessibility settings.
Customer Contacts
Gain a better understanding of your customers by getting rich context and insights to craft personalized responses.
Mobile Apps
With Hiver’s iOS and Android apps, field agents can resolve customer issues on the go.
Rule-based Automation
Hiver allows teams to automate repetitive help desk tasks using powerful rule-based automation.
Hiver Harvey Bot
This smart feature identifies and closes conversations that get reopened due to non-actionable “Thank you” responses.
Round Robin Assignment
Hiver can automatically assign emails to your customer service team in a Round-Robin manner for better workload distribution.
Body-search Automation
Trigger conditions can be set up based on the content in the email body, making automation more contextual and effective.
Customer Surveys (CSAT)
Hiver enables teams to measure customer satisfaction and collect feedback by sending a short survey at the end of emails.
SLA and Business Hours
Set deadlines for customer issue resolutions, track SLA violations and define business hours for your customer service team.
Analytics
Real-time tracking of all key customer service metrics with visual reports to help your team stay on top of their game.
Hiver Use Cases _
Customer Support
Businesses can use Hiver to manage customer queries more efficiently, ensuring a superior customer experience.
Sales Teams
Sales teams can leverage Hiver for streamlined email management and workload distribution, ensuring prompt responses to potential leads.
Project Management
Project managers can use Hiver to collaborate with team members and stakeholders, ensuring efficient project communication and progress.
Human Resources
HR teams can use Hiver to manage and respond to employee queries effectively, improving the overall employee experience.
In conclusion, Hiver is a powerful tool that can significantly boost a team's productivity and efficiency by integrating seamlessly with Gmail and transforming it into a dynamic workspace.
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