Hiver Review 2025: Features, Pros & Cons
updated
|EditorUpdated: Jan 3, 2025, 5:14 pm
Our Verdict
Our Verdict
Hiver is an efficient helpdesk platform built directly within Gmail, allowing teams to manage customer support and collaboration seamlessly. It enhances email-based support through automation, task assignment, and centralized management, all within a familiar interface. With its scalability and integration capabilities, Hiver is ideal for businesses of all sizes seeking to streamline email workflows and improve response efficiency.
Pros
- Intuitive, Gmail-based interface.
- Strong automation for email workflows.
- Responsive and helpful customer support.
- Detailed analytics and SLA management.
- Scalable options for growing teams.
Cons
- Limited advanced customization.
- Higher pricing for small teams as they scale.
- Initial setup required for complex automations.
- Integration limitations with niche tools.
- Advanced features only available in higher plans.
What Is Hiver?
Hiver is a cloud-based helpdesk solution built directly within Gmail, designed to streamline email-based customer support and collaboration. It offers features like shared inboxes, email delegation, task assignment, automation, and analytics to enhance support efficiency. Hiver integrates seamlessly with Gmail to allow teams to manage customer queries without leaving their inbox, making it a versatile tool for improving email support workflows.
Benefits Include
- User-Friendly: Intuitive Gmail-based interface for easy setup and usage.
- Efficiency: Automates email support processes and ticket management.
- Centralized Management: Manages all customer interactions in one place.
- Customizable Workflows: Tailors email workflows to fit various support needs.
- Scalability: Expands easily with growing business requirements.
What Is Hiver Used For?
Hiver is primarily used for:
- Shared Inboxes: Manages shared email accounts like support@ or info@, allowing teams to collaborate and respond efficiently.
- Task Assignment: Delegates emails as tasks to specific team members, ensuring accountability and clear ownership.
- Automation: Automates repetitive processes, such as assigning emails based on keywords or categorizing tickets.
These features make Hiver a powerful tool for streamlining email support and enhancing team collaboration.
What Sets Hiver Apart
Hiver is unique because it fully integrates with Gmail, eliminating the need for agents to switch platforms. This integration ensures faster adoption, as teams continue using a familiar interface. Its automation capabilities enhance productivity by streamlining email workflows, and the solution scales effectively as the team grows. This makes it suitable for businesses of all sizes looking for efficient email-based customer support management.
Hiver Core Features
| Feature | Description |
|---|---|
| Shared Inboxes | Manages team inboxes directly in Gmail for efficient collaboration. |
| Email Assignment | Assigns emails as tasks to specific team members, improving accountability. |
| Automated Workflows | Automates repetitive actions for efficient email processing and response. |
| Analytics & Reporting | Provides insights into email response times and team performance. |
| SLA Management | Monitors email response times to ensure compliance with SLAs and improve efficiency. |
Hiver Pricing and Plans
| Plan | Price (Monthly) | Features |
|---|---|---|
| Lite | $15 per user/month (billed annually) | Basic features like shared inboxes and email assignment for small teams. |
| Growth | $39 per user/month (billed annually) | Adds advanced automation, analytics, and integrations for scaling businesses. |
| Pro | $59 per user/month (billed annually) | Includes SLA management, in-depth reporting, and priority support for larger teams. |
Security Features
Hiver integrates security measures such as data encryption, compliance tracking, and controlled access to protect customer information. It ensures that sensitive data remains secure within Gmail’s ecosystem while providing audit logs and compliance tools.
Setup and Configuration
Hiver is designed for quick setup and configuration directly within Gmail, requiring minimal technical expertise. Its familiar interface makes onboarding easy for teams, and its cloud-based nature allows for immediate deployment. Users can easily customize workflows and integrate with other tools.
Customer Support
Hiver offers support through multiple channels, including live chat, email, and a detailed help center with articles and video tutorials. The support team is known for being responsive, ensuring users receive assistance whenever needed.
Who Is Hiver Best For?
Hiver is ideal for small to mid-sized businesses that manage email-based customer support. It is particularly suitable for teams that prefer a seamless solution within Gmail, allowing them to centralize customer communications, automate workflows, and scale operations efficiently.
What Users Are Saying
Pros:
- Ease of Use: Users appreciate the familiar Gmail interface and simple setup.
- Automation: Efficient workflow automation and ticket management enhance productivity.
- Responsive Support: Hiver’s support team is recognized for its responsiveness.
Cons:
- Customization Limitations: Advanced customization options are somewhat limited.
- Pricing: Costs can be higher for smaller teams as they scale up.
Matthew Mayo (@mattmayo13) holds a master's degree in computer science and a graduate diploma in data mining. As managing editor of KDnuggets & Statology, and contributing editor at Machine Learning Mastery, Matthew aims to make complex data science concepts accessible. His professional interests include natural language processing, language models, machine learning algorithms, and exploring emerging AI. He is driven by a mission to democratize knowledge in the data science community. Matthew has been coding since he was 6 years old.