Product Overview of Hiver
Hiver is an AI-powered email collaboration and customer service platform designed to streamline team communication, task management, and customer support directly from Gmail. Here’s a detailed look at what Hiver does and its key features:
What Hiver Does
Hiver enables teams to manage shared inboxes such as sales, support, finance, and other departments without the need to leave their Gmail accounts. This platform is tailored for teams to collaborate on emails, turn incoming emails into tasks, assign them, track their status, and engage in real-time discussions. It is used by thousands of companies worldwide, including notable names like Harvard University, HubSpot, and Pinterest.
Key Features and Functionality
Email Management and Collaboration
- Shared Inboxes: Manage multiple shared inboxes from within Gmail, allowing teams to collaborate on emails without the complexity of switching platforms.
- Collision Detection: Alerts users when someone else is writing a reply to the same email, preventing duplicate responses.
Task and Project Management
- Task Management: Convert emails into tasks and assign them to team members. Track the status of these tasks in real-time.
- Scheduled Emails: Schedule emails to be sent at a future date and time, which are stored in the Drafts folder.
Communication and Notes
- Targeted Notes Notifications: Enhance notes by notifying specific team members using @mentions, ensuring relevant discussions are directed to the right people.
- Email Templates: Create and reuse email templates, which can be shared with the team to streamline common responses.
Automation and AI
- Automations: Automate repetitive tasks using powerful rule-based automations, improving team productivity and efficiency.
- AI Summarizer: Utilize AI to summarize long email threads into concise notes, facilitating smoother hand-offs between agents and quicker resolutions.
Analytics and Reporting
- Analytics Dashboard: Track key metrics such as average response time, number of conversations closed, and team workload. This helps in identifying areas of improvement and optimizing performance.
Integrations and Multi-Channel Support
- Integrations: Seamlessly connect with over 100 apps, including Jira, HubSpot, Salesforce, Asana, and more, to bring all customer context into one platform.
- Omnichannel Support: Support customers across multiple channels like email, live chat, WhatsApp, and voice, all consolidated into a single inbox.
Additional Features
- Custom Fields and Workflows: Create custom fields and workflows tailored to the team’s needs, enhancing flexibility and efficiency.
- Access Control and Roles: Define user roles and permission levels to ensure clear responsibilities and secure access.
- Customer Satisfaction Surveys: Include surveys at the end of emails to measure customer satisfaction and gather feedback.
Benefits
Hiver stands out for its ease of use, allowing teams to get started in just a few minutes without needing to migrate to a new platform or undergo extensive training. It simplifies the management of shared inboxes, enhances team collaboration, and leverages AI and automation to deliver exceptional customer service at scale.