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Hiver

Manage emails as a team with an intuitive interface, AI, and performance tracking.

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Is Hiver worth it?

Features, Pros, Cons, and Pricing

What is Hiver?

Hiver is a modern, AI customer service platform built for fast-moving teams. It helps you deliver stellar service across channels like email, chat, voice, and more, all from a single intuitive interface. It’s a refreshing alternative to legacy helpdesks: simple to adopt, yet powerful enough for the most complex needs. AI is built in across the whole support lifecycle: it answers routine questions, triages and routes, drafts and summarizes replies, pulls PO, invoice, and order IDs, and updates your other tools.

More than 10,000 teams use Hiver, including Flexport, Harvard University, Upwork, and Epic Games.

How does Hiver work?

You can get started with Hiver in under 10 minutes. Here’s what you need to know:

  • Create your account and connect your email. Sign up and set up the relevant support channels, such as email, chat, WhatsApp, phone, or others.

  • Invite your team. Invite team members to Hiver. Set roles and permissions so that the right people can access the right information.      

  • Automate the basics. Route conversations by channel, tag, or tier; tag intents; auto-close spam and thank-you replies; spread work with round-robin; and send clear off-hours auto-replies.

  • Set rules and SLAs. Auto-assign by topic or priority, add simple workflows, and set response targets.

  • Turn on AI help. Enable triage, draft suggestions, summaries, and data capture like order or invoice numbers.

Pros

  • Hiver is easy to start with, and most teams are up and running in minutes.

  • You can manage both support queries and other work emails from the same workspace. There's no need to switch tabs.

  • The built-in AI drafts and summarizes replies, answers routine questions, routes by topic and sentiment, pulls PO, invoice, and order IDs, and flags churn risks.

  • Core ticketing features are covered for as little as $19/user/month, along with 24/7 support.

Cons

  • Some users report occasional glitches or slow loading.

  • A few advanced CRM-style features sit outside Hiver, so teams may pair it with other tools

FAQs

Does Hiver work with Gmail and Outlook?

Yes, Hiver supports both Gmail and Outlook. It also works with Hosted Exchange and RackSpace, among others.

What channels does Hiver support?

Hiver supports email, live chat, WhatsApp, voice, and social media—all in one place.

How much does Hiver cost?

Hiver’s pricing plans start at $19 per user per month. You can also get started with a free trial.


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