Product Overview of Hiver
Hiver is an AI-powered customer service platform designed to unify and streamline all your communication channels into a single, powerful inbox. Here’s a detailed look at what Hiver does and its key features:
Unified Communication Channels
Hiver integrates multiple communication channels such as email, live chat, WhatsApp, and voice calls into one easy-to-use platform. This allows teams to support customers across their preferred channels without the need to toggle between multiple applications.
Key Features
Email Delegation and Automation
Hiver enables efficient email management by allowing teams to assign emails to specific team members, eliminating the possibility of duplicate responses. The platform also features rule-based automations that can automate tasks such as assigning emails based on keywords, replying, adding notes, and changing the status of emails. These automations operate on an “if-then” protocol, simplifying routine business tasks.
Email Templates
Hiver offers an email template feature that allows frequently sent replies to be saved as templates, speeding up response times and saving team time. These templates can be shared with the team to ensure consistency in communication.
Multi-Channel Support
The platform supports a multi-channel approach, integrating Hiver’s Gmail-based help desk with live chat, knowledge portals, and other communication channels. This integration ensures a comprehensive and interconnected customer service experience, enhancing customer satisfaction and engagement.
AI-Powered Features
Hiver leverages AI to enhance customer service efficiency. Key AI features include:
- AI Summarizer: This feature condenses long email threads into concise notes, facilitating smoother hand-offs between agents and quicker resolutions.
- Harvey AI Bot: Automatically closes conversations with ‘thank you’ responses once issues are resolved, ensuring agents do not have to perform this task manually and helping teams meet their Service Level Agreements (SLAs).
Live Chat and Chatbots
Hiver includes live chat capabilities that allow teams to engage with website visitors in real-time. The platform also supports chatbots to maximize the potential of live chat, speeding up responses and improving agent productivity.
Knowledge Base
Teams can create help articles to empower users to find answers on their own. These articles can be shared publicly with customers or kept private for internal use.
Automations and Workflows
Hiver offers powerful rule-based automations, including body-search automations and round-robin assignment, to distribute workload efficiently. The platform also integrates with tools like Zapier, allowing teams to build smart workflows and automate daily tasks.
Reporting and Analytics
The platform provides rich, visual reports and dashboards to track key customer service metrics in real-time. This includes tracking team productivity, workload volume, and customer satisfaction through customer surveys (CSAT).
Integrations
Hiver seamlessly connects with over 100 apps, including Jira, HubSpot, Salesforce, Asana, Slack, and more. These integrations enable teams to manage projects, track invoices, and maintain visibility into task status all from within their inbox.
Additional Functionality
- Scheduled Emails: Users can schedule emails to be sent at a future date and time, which appear in the Drafts folder.
- Targeted Notes Notifications: Notes can be shared with specific team members using the @mention feature, enhancing internal communication.
- Collision Detection: This feature alerts users when someone else is writing a reply to the same email, preventing duplicate responses.
- SLA and Business Hours: Teams can set deadlines for customer issue resolutions, track SLA violations, and define business hours for their customer service team.
In summary, Hiver is a comprehensive customer service platform that streamlines communication, automates repetitive tasks, and leverages AI to enhance efficiency and customer satisfaction. Its unified inbox, multi-channel support, and robust automation features make it an invaluable tool for teams aiming to deliver exceptional customer service.