Hiver

(65)
4.7 out of 5 stars

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

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Hiver review by <span>Bobby G.</span>
Bobby G.
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Hiver, bringing the best out of Gmail!

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What do you like best?

Put simply, the fact that you can easily share mailboxes and labels within Gmail is the most useful.

What do you dislike?

There is nothing i have come across that i dislike yet.

Recommendations to others considering the product

I would highly recommend Hiver. The installation and setup of the software is incredibly easy. It does everything that you would expect Gmail to do without the use of Groups. It will allow you to share Email address's between multiple people, as well as labels and this is incredibly useful. The support that you get with Hiver is second to none. There was an incident last week in which i had a small problem with the initial setup of a second shared email address. I sent them an email when i arrived at work at 8am and within 10 minutes i had received a reply and someone had remoted to the problem PC and resolved the problem! I would highly recommend Hiver to anyone that that is having trouble or would like shared mailboxes and labels. For everything that you get the price is very good for the support and software itself. Hiver would work very well within small teams, receptionists or any other management team that receives multiple emails daily to different address with more than 2 people accessing and replying to these.

What business problems are you solving with the product? What benefits have you realized?

Having the ability to assign Jobs/emails to staff members where applicable. Sharing of emails while still having the ability to assign specific jobs to specific users with the helpdesk function sides of things,

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Hiver review by <span>Melissa H.</span>
Melissa H.
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We use Hiver to manage a shared inbox

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What do you like best?

We really appreciate the responsiveness of the HIVER team when we've suggested changes or updates that might improve the system, they've always been fast to respond and taken the suggestions on board.

The most useful features for the team are the snooze and template functions, and for management are the performance stats provided.

What do you dislike?

Sometimes there is a bit of a lag between closing an email or doing another action on an email and it actually moving, and sometimes it can take a few seconds for the HIVER folders to appear when first opening gmail. Other than that it works very well.

Recommendations to others considering the product

It's a good idea to sit down and plan how you'll use this tool before jumping into it - as it can take a little while to properly understand the ins and outs of how it works. Also, do some planning first based on what you want to get out of HIVER to avoid confusion or setting the system up in a way which isn't the most efficient manner.

What business problems are you solving with the product? What benefits have you realized?

It's helping us to track who does what in the team, who is replying to what kind of emails and how long it takes them. It helps us to keep track of who has been responding to a customer more easily and ensure that the same person replies continually. The collision alerts are also very useful for helping us to avoid overlapping where two people answer the same email, and the notes function allows us to add comments to an email string for internal use.

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Hiver review by <span>Angel A.</span>
Angel A.
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What do you like best?

- The Shared Labels and Notes features, that make collaborating in GMail much faster and convenien.

- Shared Mailboxes, and how they let you use GMail as a helpdesk and avoid using external services

- The thread splitting feature for Shared Mailboxes, that fixes GMail (wrong) threading behavior by separating e-mails from diffent senders into different threads

What do you dislike?

I don't like that Hiver doesn't have a feature to add a "one-click feedback survey" at the end of all the e-mails sent from the Shared Mailbox.

I also think that current reports and Shared Mailboxes automations could be improved.

What business problems are you solving with the product? What benefits have you realized?

I use Hiver for e-mail collaboration between team members inside my company, and also as a Help Desk solution: to process support tickets.

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Response from Niraj Ranjan Rout of Hiver

Angel, many thanks for your review.

We're soon addressing both the shortcomings you mentioned:

1. One click feedback survey: We have customer satisfaction functionality currently being designed, and it will release sometime in April/May 2018.

2. Reports: Enhancements to reports are already under development, and you should see this released in the end of Feb 2-018.

3. Automations: Improvements to this are also in the pipeline. You'll see this releasing in May/June 2018.

Happy to know that you like Hiver. If you need help, we're always around :)

Hiver review by <span>Dave S.</span>
Dave S.
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Hiver is Great

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What do you like best?

My favorite feature in HIver is the shared inbox. It makes it extremely easy to delegate emails within the team.

What do you dislike?

There really isn't much to dislike. It really solves our problem well. The one thing that is missing for me is an integrated knowledge database that would allow my reps to search information that would help them do their job and provide even better service to our customers.

Recommendations to others considering the product

Map out your processes first if you haven't already done so. Focus on redundant inquiries / tasks and then apply the Hiver tool to those. Train your team to properly use it.

What business problems are you solving with the product? What benefits have you realized?

I own a small service oriented business. We get a variety of inquiries from customers via email. We have always used the labels in our GSuite (Google for Work) Gmail account to organize and prioritize incoming requests. Our first problem is visibility among the team. The challenge has always been sharing the work between users. Hiver solves this problem. With Hiver we can use shared labels and shared inboxes to ensure everyone has access to customer requests. Also we can clarify who is taking ownership of a request. Different users can reply to subsequent threads in an email string without forwards creating a seamless experience for our customers. Also, we use templates to be consistent in our communications and speed up our response time. These features have reduced confusion within our team and improved our productivity and customer experience. It works perfect.

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Hiver review by <span>David W.</span>
David W.
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Hiver - Function over Form.

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What do you like best?

Overall, Hiver is a very well thought-out & functional tool. It integrates seamlessly with GMail and increases productivity through collaboration and sharing of information. Apart from the main Hiver label-sharing service, my personal favourite feature is the shared templates - a single location for all company email templates, shared only with those who need them; no clutter. Best Customer Service I've ever come across, it's insane how efficient the Hiver Team are!

What do you dislike?

There's not much to dislike about Hiver, I've been using it since it's early days and it's been steadily growing and adding new (and more importantly, useful!) features regularly. Generally it has been problem-free, no crashing, no major issues... I can't offer any negative feedback on it, it does what it set out to do.

Recommendations to others considering the product

If you need a solution which can help to organise and tidy-up the workload of a team, then this is an excellent product. No more forwarding mails, everyone has access to the information they need. It's a great product for collaboration within the workplace and definitely worth the fee.

What business problems are you solving with the product? What benefits have you realized?

I've a small office with a handful of staff, everyone has their role, but when one team member is absent the others have to pick up where that team member left off... Without having to log-in to several accounts, all the correspondence is at hand for quick access if required, ensuring a seamless service in the event of an absence.

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Hiver review by <span>Maxime L.</span>
Maxime L.
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It does very well what it does

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What do you like best?

Simple - Easy - Not expensive - very well intagrated with Gmail - Notes that we can attach and share.

We have a strong use the shared mailbox

We expect to use more email templates and shared labels

The product has a high value for us

What do you dislike?

nothing for the moment, we have 3 months of use.

What business problems are you solving with the product? What benefits have you realized?

The main problem was to solve requests sent to our support. Before Hiver we had a redirect email adress (support@) that was redirected to the each email adress of people in the team. Each time one answered to a request, we had to add this redirect email adress in copy. To answer to a request, one person need information from other people of team and for he transfered the email. And also it was not clear who would be take in charge the request. So we received tones of email and we were not very efficient. In the past we tested zendesk and other products, but it was to complicated for us. Now with Hiver we are definitly more efficient, we send less email internally inside the support team. because it is perfectly integrated in Gmail, Hiver is not a tool in addition, so it does not really need to change our habits. I highly recommend this product.

In the next month

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