Hiver 3.0 - Deliver brilliant customer service right from Gmail

Thanks for hunting us, Kevin! Hi Product Hunters, I’m Niraj, the co-founder, and CEO of Hiver. We at Hiver believe that customer service is everybody’s business; it isn’t restricted to a few teams alone. But most helpdesk software today don’t subscribe to that philosophy. They create silos in organizations and make it difficult for cross-team collaboration to happen. And, they spook customers out with ticket numbers and weirdly formatted emails. In short, helpdesks make customer service impersonal and less than useful. And that’s why we built Hiver - a Gmail-centric customer service solution. Hiver is the most effortless, natural way for teams to collaborate and manage customer emails right from Gmail. What’s in it for your customers? Well, because Hiver works within Gmail, emails sent using Hiver look just like regular emails. No weird formatting, no “very 90s” templates and fonts - your customers only see the response you want them to see. We’re also proud to introduce Hiver Analytics. Our brand new, powerful visual analytics suite helps teams track all key customer service metrics such as response and resolution times, customer satisfaction scores, and much more right from Gmail. Every report comes with an ‘Analyze’ button to help you deep-dive into your data. We’re also offering custom reports so that you can build reports based on your team’s requirements. In a nutshell, we’re here to make customer service more human. You can read our take on why we believe customer service needs to be reimagined here: https://hiverhq.com/your-helpdes... We'll be around all day answering questions about Hiver. We'd love to hear what you think!

Hi, I'm Rowan, the technical lead for Cobry - a Google Cloud Partner based in Scotland, UK. We are a Hiver partner and have helped many of our G Suite customers use this product to work together effectively. It is a fantastic solution for when multiple people need to collaborate together in a shared mailbox. This is a far superior option to some other ways that this scenario can be tackled such as a collaborative inbox or shared account. The tool enables G Suite users to managed shared emails without leaving their Gmail inbox allowing for: assignment, status setting, internal chat and shared tagging. There are also a number of clever features that are designed to tackle some of the most challenging problems with shared inboxes including collision detections (notifies a user if they are replying to a ticket at the same time as another user) and shared templates (allowing teams to build, maintain and use standardised email structures when replying). If you're looking for a tool that will allow people to collaborate effectively in a shared mailbox, my first port of call would always be Hiver! 🐝🐝🐝

I expect this to look pretty much native in the gmail box

Congratulations on the launch! Looking forward to try out Hiver analytics.

Very happy to see this finally out. The end-user UX (the emails and touchpoints that customers see) mostly goes out of the window with traditional customer service solutions. I think Hiver is addressing a critical piece here.

Team Hiver delivers again! This is great, even better than previous update. Well done!!!!

Congrats on the launch! Helpdesk inside Gmail appears like an interesting way to resolve customer grievances (we spend a lot of time dealing with email queries). However, I am unsure if teams which are used to Helpdesks would want to come back to Gmail to handle customer support. How does Hiver compare to a standard solution like Freshdesk or Zendesk?

Hiver was a great product when we started using it a couple years ago; it’s even better now. It has dramatically simplified our group email management (including ensuring we have backups and continuity of operations), as well as tracking customer service metrics. It is so efficient that we have decided we don’t need a separate ticketing software for production support for our ERP systems. Recently, the upgraded Analytics tool has opened up possibilities for dashboards across our various group emails. It really is a great (and surprisingly powerful) tool.

This is incredible. Congrats on the launch.

This is by far the best gmail collaboration product we’ve ever used!

Came for the product. Stayed for the video. Congratz on the launch!

Looks really cool, we are using Zoho so I unfortunately can't give this a try but looks very sleek. Congrats.

Can I use Hiver as a replacement for Spark/Polymail?

We have been using Hiver for a couple of years as the starting point for our support process. It is a perfect fit for our need to queue, triage, assign and respond to client support requests. My appreciation for Hiver grew when our physical office closed due to the pandemic. Hiver was a key component in our successful transition to working remotely and our ability to maintain the collaborative environment we had worked so hard to build.

Hi, I'm George, founder of Futurebooks, an accounting firm for tech startups in Singapore. We use G-Suite to power our email services, and Hiver has been an incredible find for us. Hiver has transformed our Gmail interface (which we love) into a customer service solution, without requiring any re-training. The chrome extension is light, intuitive, and has made a world of difference in how we handle our customer emails, keep a tab on work volume, as well as collaborate internally. We are also pleased with Hiver's incredible customer focus, from answering support queries within an hour, to releasing regular improvements. More power to Team Hiver 👍🏾

Congratulations!! All the best wishes :) 🙌🏻

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We've come to build our business around Hiver and particularly recently it has become absolutely integral to the way our team works. We've tried so many tools and solutions all of which claim to represent simplicity but end up adding an extra layer of admin for everyone that they become a drag to use. Hiver is the opposite. The Gmail integration is smooth as butter and unobtrusive but suddenly you and your team have all these new capabilities and efficiencies. From Customer Support, project management and all those times you want quick input from a colleague without starting a new email chain - Hiver is the business. They're also a really likable company that have been very supportive to our team and we wish them ever success. Exceptional team. Exceptional product. This is the one you're looking for.

Congratulations on PH launch. Would love to try this out and share feedback :)

Everything done out of gmail is a huge bless. Nice product