Product Overview of Hiver
Hiver is an AI-powered customer service platform designed to unify and streamline all aspects of customer communication, application integration, and data management. Here’s a detailed look at what Hiver does and its key features:
Unified Communication Channels
Hiver consolidates customer interactions from various channels, including email, live chat, WhatsApp, and voice calls, into a single, easy-to-use inbox. This integration enables support teams to manage all customer queries from one place, reducing the complexity of toggling between multiple applications.
Integration with Multiple Apps
Hiver seamlessly connects with over 100 applications, such as Jira, HubSpot, Salesforce, Asana, and more. This extensive integration allows teams to access customer data, conversation history, order details, billing data, and team performance metrics all in one place. Integrations also include tools like Aircall for voice channels, QuickBooks for invoice management, and Zapier for automating workflows.
AI and Automation
Hiver leverages AI to enhance customer service efficiency. Key AI features include:
- AI Summarizer: This tool condenses long email threads into concise notes, facilitating smoother hand-offs between agents and quicker resolutions.
- AI Drafting and Suggestions: Hiver uses AI to draft responses and provide suggestions, helping agents resolve complex issues faster.
- Chatbots: Integrated chatbots enable instant resolutions and improve agent productivity through live chat.
Automations
Hiver offers powerful rule-based automations to automate repetitive and mundane help desk tasks. Features include:
- Body-Search Automations: Trigger conditions based on email content to make automations more contextual.
- Round-Robin Assignment: Automatically assign queries to teams in a round-robin manner for better workload distribution.
Collaboration and Productivity
Hiver enhances team collaboration by allowing internal discussions on queries without cluttering inboxes. It also provides features like:
- Live Chat: Engage with website visitors and deliver instant resolutions.
- Customer Portal and Knowledge Base: Empower customers to find answers on their own, submit issues, and track their resolutions.
Analytics and Reporting
The platform offers rich, visual reports and dashboards to track key customer service metrics in real-time. This includes tracking response times, team workload, customer satisfaction scores, and more. Additionally, Hiver allows setting deadlines for issue resolutions (SLA) and defining business hours for the customer service team.
Additional Features
Other notable features of Hiver include:
- Scheduled Emails: Schedule emails to be sent at a future date and time.
- Targeted Notes Notifications: Notify specific team members about notes written on shared emails.
- Email Templates: Write and reuse email templates across the team.
- Collision Detection: Alert users when someone else is writing a reply to the same email.
User Experience
Hiver is designed to be user-friendly and efficient, allowing teams to respond to customer queries significantly faster. It integrates well with existing workflows, such as Gmail, and offers a 7-day free trial with no credit card required. Users have reported improvements in average response times by up to 60% and have praised Hiver for its simplicity and effectiveness compared to other customer service platforms.