Hiver: AI-Powered Customer Service Platform
Hiver is an innovative, AI-driven customer service platform designed to unify and streamline all your communication channels, applications, and data into a single, user-friendly inbox. This platform is tailored to enhance team collaboration, automate repetitive tasks, and deliver exceptional customer service.
Key Features
Omnichannel Communication
Hiver allows you to support customers across multiple preferred channels, including email, live chat, WhatsApp, and voice calls. This omnichannel approach ensures that all customer interactions are managed from a single inbox, eliminating the need to toggle between multiple applications.
Live Chat and Chatbots
Hiver enables you to set up and engage with website visitors through live chat, leveraging AI and chatbots to deliver instant resolutions. This feature maximizes agent productivity and speeds up response times.
Automation and AI
The platform uses powerful rule-based automations to handle mundane and repetitive help desk tasks. Features include automated assignment of queries using round-robin distribution, body-search automations based on email content, and AI-driven responses to streamline customer support processes.
Integrations
Hiver seamlessly integrates with over 100 apps, including Jira, HubSpot, Salesforce, Asana, and more. This allows you to bring all customer context from multiple systems into one place, enhancing data accessibility and team productivity.
Customer Portal and Knowledge Base
Hiver provides a customer portal and knowledge base that empowers customers to find answers on their own, submit issues, and track their resolutions. This self-serve experience reduces the workload on support teams and improves customer satisfaction.
Analytics and Reporting
The platform offers rich, visual reports and dashboards to track key support metrics such as response times, team workload, and customer satisfaction scores. This helps teams stay on top of their performance and make data-driven decisions.
AI Summarizer
Hiver’s AI Summarizer feature condenses long email threads into concise notes, facilitating smoother hand-offs between agents and enabling faster resolutions. This tool is also beneficial for supervisors to track escalations and monitor progress efficiently.
Scheduled Emails and Email Templates
Recent updates include features like scheduled emails, which allow you to send emails at a future date and time, and email templates that can be reused and shared with the team. Additional features such as targeted notes notifications and collision detection enhance collaboration and prevent duplicate responses.
Voice and WhatsApp Channels
Hiver supports the creation and management of voice channels through its Aircall integration and allows you to manage WhatsApp queries directly from your inbox, further expanding your support capabilities.
Benefits
- Improved Response Times: Hiver helps teams respond to customer queries significantly faster, with some users reporting a 25% to 60% improvement in average response times.
- Enhanced Collaboration: The platform facilitates internal discussions and collaborations without cluttering inboxes, ensuring teams work together more efficiently.
- Automated Workflows: By automating repetitive tasks, Hiver improves team productivity and reduces the workload on support agents.
- Comprehensive Reporting: Real-time analytics and reports help teams optimize their performance and improve customer satisfaction.
Overall, Hiver is a robust and user-friendly platform that leverages AI and automation to streamline customer service operations, enhance team collaboration, and deliver exceptional customer experiences.