G2 Crowd builds the world's largest business commerce platform fueled by $100M in funding šŸš€
Hiver

Hiver

4.6
(139)

Hiver turns Gmail into a simple, powerful collaboration and customer support tool.

Work for Hiver?

Learning about Hiver?

We can help you find the solution that fits you best.

Hiver Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

90%
(Based on 26 reviews)

Response Automation

Respond to common requests with standard reply

95%
(Based on 21 reviews)

SLA Management

Service Level Agreement Management

89%
(Based on 10 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

96%
(Based on 15 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

91%
(Based on 24 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

93%
(Based on 30 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

93%
(Based on 30 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

n/a

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

94%
(Based on 24 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

95%
(Based on 13 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

n/a

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

n/a

Customer and Contacts Database

Central repository for account and contact information

n/a

Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

n/a

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

90%
(Based on 15 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

n/a

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

n/a

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a

Reporting

82%
(Based on 16 reviews)

Dashboards

88%
(Based on 20 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

73%
(Based on 5 reviews)

Customization

n/a

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

n/a

Internationalization

n/a

Performance & Reliability

86%
(Based on 14 reviews)

Integration APIs

Not enough data available

Hiver
4.6
(139)