Hiver vs. Thunderbird

For group emails where follow ups are necessary and tracking the progress of team members is a must, Hiver is a good fit. We have 5 different companies where all the AP flows into 1 group email. This group email is then monitored and the work is delegated to the correct assignee to address those emails.

Incentivized

Thunderbird is a great solution if you primarily work on the desktop. I like knowing that Google isn't snooping around my emails to sell me things I don't want or need. It's relatively easy to use, but can be tricky to install and sync with other email services like Gmail. If I didn't have a technical wiz for a partner I'm not sure I would have started using it in the first place. You do need some kind of technical ability to install, troubleshoot, and backup.

Incentivized

• Manage support emails with more transparency than Gmail Groups.
• Reduces learning curves and boosts productivity by allowing users to function inside the gmail service they are already familiar with.
• Ttracking email status (open, pending, closed) helps ensure customer satisfaction.
• And CSAT follows up to ensure the customer was satisfied with the help they received.

Incentivized

• Successfully downloads all of my email
• Allows me to connect via IMAP so it's synced with my actual email server

Incentivized

• export the rules and import rules
• bulk update of the rules, one assignee is no longer here we have to go into each rule individually and update
• adding custom status, integrating with other 3rd party apps so the status can be changed by their triggers

Incentivized

• Its VERY difficult to find a good backup solution
• We would love to see more attention paid to task scheduling and tracking
• It would be nice to have all-in-one solution instead of having to use different plug-ins

Incentivized

Easy to use

Support is there, can be slow at times.

True ticketing solutions are certainly more robust in that you can typically manage social media channels and phones, etc. But, in my opinion, when you don't have a team solely responsible for managing a ticketing system they can be complicated to implement. With HIVER, we're already all accustomed to managing our own G-Suite inbox, so it was simply a matter of teaching the team how to utilize the solution.

Incentivized

Incentivized

• Hiver has increased our ability to get back to tickets from customers more quickly.
• Hiver has helped our customer service rating.

Incentivized

• While quantifying the direct impact of such a product is difficult, I can add that we have made it mandatory for all our personnel

Incentivized