Avis clients sur Hiver

We are so pleased to have found Hiver!

Commentaires : It is easy to administrate, very user friendly, and the support is phenomenal. I don't think I've ever waited more than a few seconds for a response from a member of their friendly and extremely competent support team.

Avantages :

The collaboration between Hiver and G-Suite to create a cohesive team environment has allowed us to better collaborate together to improve the customer experience. We can assign emails internally, share inboxes and disposition emails as open, pending, or closed - chat about 'tickets' in the Hiver side bar, and step in to assist on existing email chains without having to forward emails to different departments or members across the team.

Inconvénients :

I'd love to be able to create a 'ticket' within Hiver on behalf of a customer. Currently tickets can only be created based on an email interaction between a customer and our company.

Easy implementation and roll out

Commentaires : Very good, have successfully implemented for customer support, and roll out went really well. For the small number of questions and issues that we had, customer support were very responsive and helpful, only one unresolved issue (mentioned above, sent items issue)

Avantages :

Integration into existing email platform

Inconvénients :

Sent items can't be sorted/separated from personal sent items (Hiver support looked at this for us, but could not suggest anything that would work to show items sent from support separatelyto those sent from personal email address)Also - Responses from customers are automatically assigned to the support operator who initially replied to them - it would be better to have this as an optional to either auto assign responses, or leave as unassigned (particularly useful when you have part time operators, and customers can't wait until they're back online)

Good E-mail management tool

Avantages :

In order to handle email and distribute work among team members, Hiver is a good Email management tool. Tracking team work and workload is easy with it. Work performance can be tracked and compared with the filter feature. It is possible for team members to be added to a group in order to help other team members, such as emailing a particular email address, which will be visible to all members.

Inconvénients :

I have a ticket assigned to me, but someone on my team may close it without my permission, this should not happen except (Team Lead and manager). It should be closed once i assign it to him.

Product ok, but be prepared for whacky price changes (last one 60%+ increase)

Commentaires : It's a pity what Hiver has turned into - I read they got VC funding. They are probably under a lot of pressure and have resorted to working out, looking at their existing customer base, what to change on their pricing plans to get the maximum return. As email tools are a core part of any business, they know it's tricky to leave so they have you right where they want you. Do yourself a favour and go to an alternative with much better features and who won't try and increase prices massively once you are with them for a while.

Avantages :

The product is ok, but their release of new features is so slow and not keeping up with the competition. Looking around at alternatives and comparing features, you can see Hiver is lacking in so many areas.

Inconvénients :

They constantly change their plans and doing this means huge price changes. I've no problem with SaaS providers tweaking plans here and there and there being the odd price increase to help develop the product, but Hiver does not do this. Hiver changes their plans hugely every so often and forces existing customers onto these new plans. Yes, this of course is their right, after all, it's their product, but how can they justify wild price increases like 62%? No, this isn't fair and leaves existing customers feeling like they would never have signed up if they knew this was going to happen.

Excellent B2B client service solution

Commentaires : We are responding to clients more quickly, almost never letting emails fall through the cracks, and have the reporting from Hiver to prove it.

Avantages :

There was a slight learning curve early on as we implemented and configured Hiver, but support was great. Super helpful. Now, our team can easily track open and closed requests with our clients, and easily collaborate behind the scenes with each other to solve customer issues. The metrics and reporting have also benefited our team's self evaluations and also given us an opportunity to show clients that we are tracking our own performance in an effort to provide them with better service.

Inconvénients :

The early learning curve with configuration in Gmail took some time and effort, but that was expected.

Great Issue / Email management App with Good Analytics

Commentaires : The overall experiance is great as now we can have a great analytics of each issue on user basis which help us for feedback in future.

Avantages :

Using Hiver for more than a year & the best thing is it doesn't slow down your Gmail experiance along with a great tagging & assignment of emails/ issue.

Inconvénients :

Could not find any issue related to the product and their support till now but the pricing can be a bit more competetive.

Hiver is cool and user friendly :D

Commentaires : Overall pretty great! It doesn't feel like a foreign add on and I got used to it quickly, our manager only needed to make 5 vids of less than 5 min to explain it to us and I don't think we have comunicated this efficiently in a while. Thanks Hiver!

Avantages :

We jumped into it without warm up. We had a really sour experience with a bulky software that was overwhelming with their tab system and it was refreshing not to struggle with basic communication functions. The change was painless and really quick. I like we are working with the same features we know from gmail but enhanced.

Inconvénients :

The searching is still a bit challenging for me, I have so many iboxes shared with me that I have to be incredibly specific with my search as I haven't found a way to filter in which inbox I'm looking for the information.

Helps internal communication

Commentaires : It is a game changer, the way the program is so discrete and doesnt take up alot of space in your screen and you can completely minimize it until you need it is just fantastic.

Avantages :

The way that you can tag your emails and not have to manually forward something to your colleagues is amazing. Being able to click a drop-down menu and choose the person you want to assign an email to makes it a clean transaction.

Inconvénients :

Not being able to mass update from your original inbox and close the conversations through there is the thing I least like but its not really a big issue as I can go into my assigned inbox and close through there.

Technicial Support Manager, providing customer support, resolution to team

Avantages :

Hiver is best by this we cannot forget our pending works, its will be easily managed.

Inconvénients :

Nothing for now, but if in future there is anything else. sure let you know the same.

Amazing email ticketing tool

Commentaires : Overall quite satisfied with the experience I have by using for almost 8 months.

Avantages :

User friendly, fast application, records all the history and lots of analytics to check out any one performance for the given time period.

Inconvénients :

Some times it takes time to login to hiver.

Hiver was a great solution to help the lack of two-way communication of Workday

Avantages :

It works well with Gmail and gave us the opportunity to allow for two-way communication with candidates who apply through Workday for our positions.

Inconvénients :

The look of it could be better, very simple and boring look.

Excellent Add-On to a Gmail-centric Workflow

Commentaires : Overall, I very much like Hiver and think it is an excellent service that solved our very real problem when redesigning our company's architecture. I have been pleased not only with the functioning of Hiver, but also with the seemingly kind people behind the scenes who are always improving Hiver and are always available for a questions, if one arises.

Avantages :

Our company moved over to G Suite in an effort to move to cloud-based operations from our previous terminal server setup (Windows-based ONLY; accessibility was relatively limited if not at the office). When making the switch, we note that Gmail does not have a shared mailbox function – something that our company entirely relies on. So though you're getting the "Suite" of apps that are necessary (and excellent) for operations, a large piece of the puzzle was absent. HIVER offered EXACTLY what we were looking for. Accessibility to shared email addresses/inboxes for a small or large number of employees. Hiver is an excellent and essential tool in our company's toolbox. Furthermore, the customer service I receive is always quick and accurate and a smile seems to be permanently attached to the customer service reps, making it not only easy, but also pleasant, to address issues.

Inconvénients :

Our company works entirely online – browser-based and mobile devices. Hiver has an iPhone app that we use and it is constantly improving, but the iPad app is the iPhone app on a bigger screen. Hiver's latest update duplicates the size parameters of the iPhone app, so it is not just enlarged (causing a grainy picture) but rather readable. The downside of the app version is that I can't seem to compose a new email from one of the shared mailboxes. While traveling I may need to send an email from a shared address, but cannot do so with the Hiver app. Further, Hiver sorely leaves behind the template functionality – something that our company depends on – and I can't seem to create signatures for the various addresses. A new iPad app may be a longer project, but if the shared templates and signature functions could be addressed, that would take Hiver to a new level for companies such as ours. We are also looking at investing in Hiver again for a new setup, but I note that the prices have become quite high. While G Suite itself is $12/user, if you require more than one shared inbox (which seems very likely) you're paying almost double @ $22+/user for Hiver, which then starts to crank up the price making it seems like less of a "value". It may require some planning, but Gmail offers alternatives to the shared inbox which may appeal to customers who would find this too expensive.

A real difference in admin heavy teams

Avantages :

Our team is small enough and the volume of admin tasks is manageable, so using a Jira ticketing system would have been far to restrictive. I appreciate the flexibility Hiver gives while still helping us organise tasks. The 3-4 of us manage the same mailbox where queries come into from the rest of the organisation, so it was hard for us to keep track of what has and hasn't been actioned, and by whom in the team. Hiver lies on top of this mailbox and allows us to assign queries to each other and mark the status of the emails which was a game changer for us. In addition, Hiver's analytics tool helps us understand what most of the queries are about and thus where to focus our energies when coming up with self-service options.

Inconvénients :

The analytics tool is not always very accurate. We'd like to understand what our response time is but often this is very skewed for some reason and isn't realistic. I think this is still a work in progress for them.

Hiver is Gmail's best kept secret

Commentaires : Extremely positive. Our team has come to depend on it and use it every hour of every working day. Very positive and enaging support team also for the few times we've had questions.

Avantages :

We love the ability to tag our colleagues on emails relating to them and add internally viewable comments alongside the email thread. Unlike almost all the competitors we tested Hiver doesn't take you out of your Inbox workflow - it simply extends what you can do in Gmail in really cleaver ways.

Inconvénients :

The shared mailbox feature while great adds too many icons to the left menu in Gmail. A small complaint I know but I like to keep things as clutter free as possible.

Awesome Product

Avantages :

I highly recommend this product for how well it integrates with Gmail / Google Custom Domain Mail. This product has been tremendously helpful in improving our email support and provide the tools necessary for properly tracking support requests and collaborating as a team!

Inconvénients :

Honestly, I had to think hard to come up with something I dislike about the product. The only thing may be that the emails synced via the "Shared Mailbox" functionality also show up in search results when you try to search your own mailbox for emails. There is a way around this by using special search criteria, but a generic search will return results from the Shared Mailbox as well as from your own "personal" mailbox.

Hiver was a game changer for us

Commentaires : Hiver has been awesome from a trial to full implementation. I was able to get exactly what I needed for my team and it has made our sales department so much better. Emails can easily get out of control and after struggling with basic Gmail for so long it was time to find a solution. Hiver became the perfect solution for us and it was the easiest pitch to my boss to get it.

Avantages :

Assigning emails to our team members has been a game changer. We are no longer fumbling over ourselves and can clearly see who is handling which email. It has added organization and accountability that was lacking on our team when it came to handling our main sales email account.

Inconvénients :

The analytics are easy but we don't use them very much.

Hiver User for Life

Commentaires : HIVER has allowed my team to tackle a problem as a team. By sharing emails and folders, our clients receive immediate or very prompt responses from numerous persons on a team handling different aspects of a case. This is done in a coordinated, non-redundant or non-repetitive matter. It makes us efficient and profitable.

Avantages :

Its ease of use, integration with Gmail, customizable and easy settings for sharing folders.

Inconvénients :

I cannot share my contacts. This feature should be added.

Hiver Review

Commentaires : It has helped our communication in all departments, Quicker responses from clients via email and keeps us on track and collects data as well through out the day.

Avantages :

I Like how organized it is, the features are nothing compared to other softwares we have used at work. I can assign myself to the email and close it when it is taken care of. The notification on the top right corner are very helpful, it keeps all of us informed.

Inconvénients :

In the beginning when using this software there was a few minor glitches as in emails appearing again and again automatically. I'm glad that was solved.

Visibility, Visibility, Visibility

Commentaires : All around great experience from the demonstration through go-live. The Hiver team is also very responsive to questions we have as well as training support for new team members.

Avantages :

Hiver was selected for its integration within our G-Suite. Hiver has allowed our group to more effectively and efficiently deal with inbound emails while giving visibility into the email traffic our client and talent experience team have on a daily basis. I love the ability to customize the solution to our business needs.

Inconvénients :

I wish the analytics graphs were exportable for presentations, would also be great to be able to embed live graphs.

Excellent software and easy to use

Commentaires : I have veri good experience and very useful app for daily users

Avantages :

I would like some features very much like analytical, ticket assigning

Inconvénients :

Yes, need to improve auto assigning the emails

Essential

Avantages :

We recently reorganized our staff into various POD's, and communication is an utmost concern. Hiver has enabled us to assign emails and other communication in ways that provide visibility, ease of use, speed (which is essential) and accountability. We would be at a significant loss without Hiver.

Inconvénients :

There are no downsides to working with Hiver from a user's standpoint.

Better teamwork and productivity

Commentaires : Our experience using Hiver has been very positive overall, it has helped us as a group being more organised, aligned and work better remotely

Avantages :

We really like how quickly the installation process was and how helpful the customer service was, always available to help and solve issues very quickly, which for us is essential as gmail is our main tool to work.

Inconvénients :

We would like to be able to have sub tags for the purpose of analysis as it would help us understand better some metrics.

Highly recommend Hiver

Avantages :

Very simple to use and creates a multi user inbox

Inconvénients :

I havent run into many cons about the software. every time i have an issue Hiver staff jumps on it to fix it

Great tools for easy email management

Avantages :

The snooze feature and the shared labels are awesome. The snooze feature makes it very easy to manage your email.

Inconvénients :

It is at times glitchi. I have had to go to the webpage and launch gmail from there because it did not load regularly with Gmail. The fact that they are raising our rate 4 times what it is now.

Best Email management tool ever.

Commentaires : Exceptional till now.

Avantages :

Getting only the emails that are relevant to you and assigning the emails.

Inconvénients :

N/A, till now i dont think there is any problem with Hiver.