As the business world becomes increasingly reliant on technology and online communication, the need for efficient and effective customer support has become more important than ever. That’s where Hiver comes in – a multi-channel help desk platform that promises to streamline your process and improve overall satisfaction. But is it really worth your investment? In this review, we’ll take an in-depth look at this tool and share our honest opinion on whether or not it lives up to its claims. Keep reading to find out if it is the right choice for your company.
What is Multi-Channel Help Desk?
Manage inquiries
Ever found yourself juggling inquiries via email, phone calls, live chat, social media, and more? A multi-channel help desk might just be your saving grace. This potent tool is a conduit for customer support, enabling businesses to effortlessly oversee their various interactions across numerous platforms.
The key objective here is to elevate experience. How? By delivering a streamlined service that prioritizes seamless communication and swift response times. This holistic approach empowers users to be there for their clients, anytime, anywhere, on any platform. It’s about casting a wide net, reaching them on their preferred platforms, and handling their inquiries with efficiency and ease.
In the dynamic landscape of digital customer service, a multi-channel help desk is the secret weapon for managing interactions like a pro. In the following sections, we’ll dive into one such tool that has been making waves – Hiver, a solution designed to transform your approach.
Check also other solutions reviews from this category: Helpdesk Software Reviews.
What is Hiver?
Software overview
This tool is a powerhouse for customer service, based right in your Gmail. Picture your team navigating inquiries in a shared workspace that feels like home, only better organized. Imagine a command center where all your interactions are streamlined, ordered, and conveniently accessible. This is what solution delivers, effortlessly transforming your Gmail into a collaborative hub for support.
But this tool isn’t just a shared inbox; it’s a comprehensive suite of features all designed to enhance your customer service capabilities. It offers automated workflows to eliminate time-consuming manual tasks. There’s also SLA management to ensure every query is responded to in time, every time. And let’s not forget the analytics feature, a treasure trove of data that empowers you to understand your clients better and optimize your service.
Hiver is about amplifying the power of Gmail. It’s about taking a familiar platform and supercharging it to deliver a customer service experience like no other. So, are you ready to elevate your game with this tool?
Hiver review and opinions
What do we think?
There’s a consensus among users that Hiver is a game-changer in customer service management. What sets it apart is its ability to blend seamlessly with Gmail, which makes it a natural extension rather than an additional layer of complexity. Users have been captivated by its feature-rich capabilities, particularly its superior email management and team collaboration tools.
However, as with all things, it isn’t without its limitations. A few users have reported encountering sporadic technical hitches. The reporting function has also been highlighted as an area that could do with some enhancements to meet the growing analytical needs of businesses.
Regardless of these minor areas for improvement, there’s no denying the overall positive sentiment surrounding Hiver. Its innovative approach to customer service management has enabled teams to operate more efficiently, serve better, and ultimately, drive growth. The overall consensus? It is an invaluable tool that is empowering to deliver superior journey.
Hiver pros and cons
Is this helpdesk tool worth it?
The strengths lie in its seamless Gmail integration, user-friendly interface, and powerful email management capabilities. Users have commended the platform for its automation features that effortlessly streamline processes, saving them valuable time. Its shared inbox feature is another highlight, fostering a collaborative atmosphere among team members, and simplifying task delegation.
However, Hiver is not without a few wrinkles. Some users have encountered occasional technical glitches that can hinder smooth operation. The platform’s reporting capabilities have also been noted as an area needing enhancements to better cater to the analytical needs of today’s businesses. Additionally, it does not include an integrated chat feature, which some users have found to be a slight inconvenience.
While the drawbacks are minimal, they are worth considering. But remember, the right choice of tool largely depends on your specific needs and preferences. Each solution, including Hiver, comes with its unique set of features, strengths, and limitations. By understanding these aspects, you can make an informed decision that aligns with your business requirements and goals.
Hiver pricing
Plans and options
Hiver offers a flexible pricing structure that is designed to cater to various business needs. The pricing model is split into three tiers: Lite, Pro, and Elite, each with its unique set of offerings.
For small teams looking for a powerful yet affordable multi-channel help desk, the Lite package, priced at $15 per user per month, serves as a perfect entry point. It offers multi-channel engagement, email management, team collaboration, and a limit on usage. Additionally, it includes iOS and Android mobile apps, onboarding support, and 24×7 chat and email support.
Next is the Pro package, tailored for businesses experiencing rapid growth. Priced at $39 per user per month, this package includes everything in the Lite version and adds Voice Call Engagement, Automation, Analytics, Out-of-the-box Integrations, and White Label Emails. Also, this package includes higher usage limits.
Finally, for companies that handle high volumes of interactions, the Elite package, at $59 per user per month, is the ideal solution. It encompasses everything in the Pro package with the addition of Advanced Automation, providing with the tools needed to streamline their processes.
In all cases, you can request a demo to get a feel for the platform before committing. This flexible pricing structure allows businesses to choose the best option that aligns with their specific needs and budget. Remember, the right investment is the one that brings value and results.
hiver alternatives and competitors
What instead of hiverhq.com?
While it is certainly a standout, it’s not the only player in the game. There are other potent multi-channel help desk tools out there that also deserve a look.
For instance, Help Scout is a robust alternative to Hiver. Its user-friendly interface, coupled with its powerful features such as shared inboxes, makes it a reliable tool for managing interactions.
Another strong contender is Deskpro, a solution that boasts a comprehensive set of features including email, live chat, social media, and phone integrations. It’s known for its high level of customization, allowing businesses to tailor their processes to their specific needs.
If analytics and report generation are top priorities for your business, Freshdesk might just catch your eye. This software excels in providing insightful data that can aid in optimizing your strategies.
Next on the list is Simpu, a newer entrant in the market that is quickly gaining recognition for its intuitive design and automation capabilities. It’s particularly appreciated for its simplicity and affordability, making it an attractive option for small businesses.
Lastly, Sociocs, though lesser-known, is a tool worth considering, particularly for businesses seeking to improve their social media customer service. Its strong focus on social media integration sets it apart from other multi-channel help desk software.
Exploring these alternatives can let you find a tool that perfectly aligns with your unique business needs. It’s all about finding the right fit, whether that’s Hiver, Help Scout, Deskpro, Freshdesk, Simpu, Sociocs, or some other tool yet to be discovered.
Hiver free version
Check the trial
Starting off doesn’t have to be a leap of faith. In fact, tool offers a generous 7-day free trial to give you a taste of what it brings to the table.
Start your free trial here: Hiver Main Page.
Upon signing up, you get immediate access to the Elite plan features for a full week. This includes everything from email management and team collaboration tools to advanced automation and insightful analytics. So, you can use this trial period to fully explore and experiment with the platform, discovering its features, strengths, and perhaps even limitations first-hand.
What’s more, you don’t need to worry about the trial period ending unexpectedly. Hiver ensures transparency by sending an email reminder as your trial nears its end. At this point, the choice is yours. If you find it aligns with your customer service needs, you can select a plan that suits your business and continue using the platform by paying via credit card.
However, if you decide not to continue after the trial period, your account will be suspended, with no hidden charges or unwanted surprises. This 7-day free trial is commitment to satisfaction, allowing you to make an informed decision about your investment. It’s a practical and risk-free way to determine if it is the multi-channel help desk tool that your needs.
So why not seize this opportunity? Test drive Hiver today and experience the transformative potential of this robust tool for yourself.
Final thoughts – opinion
Verdict
Deciding whether it is worth your investment hinges on your specific customer service needs. If you’re seeking a multi-channel help desk that streamlines your communication channels into a single, easily manageable platform, solution could be a game changer for your business.
It offers a rich feature set designed to enhance your process and boost productivity. Particularly, if your team is already accustomed to Gmail, seamless integration can significantly reduce the learning curve and simplify adoption. However, it’s also crucial to consider the platform’s limitations. Occasional technical glitches and limited reporting functions have been flagged as potential drawbacks.
It’s also important to note that Hiver does not include an integrated chat feature. If these aspects pose significant concerns for your operation, it might be worthwhile to consider other alternatives like Help Scout, Deskpro, or Freshdesk. When assessing worthiness as an investment, remember to factor in the potential returns.
With its robust automation and collaboration tools, tool could empower your team to deliver faster and more effective customer support. In turn, this could translate into improved satisfaction, loyalty, and ultimately, increased business growth. Flexible pricing and free trial also make it a relatively low-risk investment, allowing you to test out the platform before fully committing.
At the end of the day, the right tool is one that brings value to your company, aligns with your customer service strategy, and enables you to provide a superior experience. And for many users, Hiver checks these boxes, making it a worthwhile investment.