A great solution for teams that work closely together to provide exceptional service to their clients!
Use Cases and Deployment Scope
We implemented HIVER as an alternative to other ticketing solutions such as Desk, Freshdesk, and Zendesk. We user G-Suite business services including Gmail, Chat etc, and I was searching for a solution that would keep my team in the same platform rather than integrating a solution outside of our own email inboxes. Hiver allows us to treat inbound emails to support and billing, etc. as tickets that any team member with access to the inbox can address, assign, and close. We can also chat internally within the side panel if we need more information from another team member in an order to address the customer inquiry. For example, using Hiver, our support@ and billing@ inboxes function more like collaborative queues. Any team member with access can view, assign, reply to, and close incoming emails as if they were tickets. This shared ownership model helps us avoid missed messages, duplicate responses, or confusion about who is handling what.
Pros
- 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.
Cons
- Last I checked, there was no way to create a support ticket in a situation for example where a customer called with questions that may require followup. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
- Ideally Hiver would operate on an independent channel separate from all other users. In order to do so in our use case, I created an additional google workspace user.
Return on Investment
- Hiver increased the efficiency by which we address emailed questions and concerns.
- Hiver increases transparency between team members.
- Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
- Team accountability was a huge improvement
- Scaling support without introducting a new platform - big win!
Usability
Alternatives Considered
Zendesk and Freshdesk
Other Software Used
HubSpot CRM, HighLevel, PaySimple, Synthflow AI, Google Workspace, Google Drive, airSlate WorkFlow
