Avis clients sur Hiver

Avantages

Hiver has made it so much easier for our client-facing teams to collaborate with each other and better serve all of our clients' needs. Everybody can see all the emails coming in, leave internal notes for each other, mark emails as pending/closed, use templates...the list goes on. It's been a huge game changer!

Inconvénients

I wish we could use Hiver for even more. Everything about it is great, including amazing customer service, and so now I want to get rid of our other software/integration app providers and just use Hiver exclusively.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à Hiver

Hiver integrates with Gmail right in your inbox so you don't have to have multiple windows and apps open at the same time. It's all in one-place and it's affordable!

Avantages

The mail management part is alfa omega. Its the core of this service, that makes it stand out from competitors. This tool allows you to manage hundreds of mails weekly without losing the overview. It integrates smoothly with G Suite, so are you already comfortable with Gmail, then you cannot miss Hiver!

Inconvénients

Setting rules for the automations could be optimized to handle more criteria and it would be great to be allowed to bulk add email adresses instead of manually adding one by one. It works though and its great.

Alternatives envisagées 

Front et Copper

Pourquoi choisir Hiver 

Gmelius had too many bugs. I wrote the support constantly and many of the features I needed were still on their roadmap. I believe Gmelius is a great mail management tool, but they need more development before they are able to compete with Hiver.

Pourquoi passer à Hiver

We tested all products out and evaluated them on the same criterias. Ease of use, integration, features, core focus and Hiver scored highest apparently.

Avantages

Hiver features initially seemed great. I was eager to make use of their promised benefits. Unfortunately, Hiver completely halted our operations for over a week and lost us a great deal of business. Throughout it all, their team was unapologetic and dismissive of the role that Hiver had in derailing our email communications with clients. Rather than seeing this as an opportunity to resolve and repair clear technical defects, they blatanly blew off our repeated requests for support.

Inconvénients

I tested out many collaborative email tools before deciding to go with Hiver. I was impressed by the intuitive design, canned response functionality and mobile app. Unfortunately, several days after installing the tool, we began to suspect that our clients were not receiving our emails consistently. I reached out to Hiver several times over the course of a few days and received no response. This lapse in email functionality coincided with some significant and favorable press coverage - our site traffic was nearly double what it normally was - and yet we went for 10 entire days without a single new client at a time when we would normally have 10-15 new clients typically. I tried for an entire week to engage help from the Hiver team. They insisted - and continue to insist- that their tool does not impact email sending functionality. I would beg to differ. As soon as I uninstalled Hiver, my communications with clients returned to normal. On a final note, to top this off, my team and I are 3 women. When we called Hiver's India-based support team, they were loudy making obvious, derogotary remarks about our being female and unable to understand their tool - calling us 'Dumb Blondes'. Highly inept and unprofessional team. Also worst nightmare for a growing startup!

Avantages

I really liked the fact that emails can be added to a shared mailbox and everyone on the team will be able to see them. This makes it much easier when we change team members, as they can be added and will see all the email history. We no longer have to save emails that are worthy of archiving, as they are automatically filed nicely and accessible by the current team - with attachments in place! I really didn't like when you forwarded an email and you needed to reattach the attachments - We can now just add an email to the shared inbox and the new user can see everything as though they were there all along!I also really like the automations - As much of our email traffic is fairly routine, and we can use this to automatically route emails appropriately - And tag them automatically for metrics/analytics!Additionally, the fact that it integrates into Gmail is great, as we looked at competitors, but I didn't want to have another login with more emails. The fact that everything in one place was the major selling point for me

Inconvénients

The most difficult part of Hiver is our internal training - As getting everyone to use it as desired can be difficult. I can imagine everything working perfectly in my head, but getting the whole team on board has been the issue. I also wish we had more bulk features - Such as bulk tagging, bulk status updates, bulk tag adding, etc. Although your support team has been great!

Avantages

Hiver is a great way to manage a shared inbox efficiently and integrates easily with Gmail. Our team is able to assign emails, share notes, and easily see a chain of communication ensuring all incoming enquiries are dealt with quickly and efficiently.

There are easy ways to set up template copy too, accessible to the whole team.

Inconvénients

No cons, it's good to be aware that once an email is assigned to a staff member, you won't see this email thread again unless you actively search for it.

Avantages

The full Gmail integration is marvellous !One single GMail-session to follow-up day-to-day business mails and additionally support requests assigned to the Hiver users. No need to keep multiple windows and mailboxes open.The ease of use goes without saying.The contacts with people from Hiver (at all levels) is incredibly positive. They really listen and try to solve issues as soon as possible. Suggestions for new features are discussed (sometimes in great detail) and implemented if it's feasible and useful.

Inconvénients

A minor issue is the fact that users should be aware that deleting "a single" message from a conversation in a hiver mailbox deletes the whole conversation and removes it from the Hiver mailbox when emptying the bin. This only goes for the delete message on message level.But then again, new Hiver users should be trained not to delete single messages.Luckily, the delete button at conversation level shows another text than the normal button, and provides a warning message when pressed.

Avantages

It's incredible easy to setup and get used to work with it. There is no need to train users.Notes on emails or tag another user on it it's very useful.

Inconvénients

Sometimes it's hard to define what you want to have in your main inbox or not.

Alternatives envisagées 

Drag

Pourquoi passer à Hiver

It looked easier to be used.

Avantages

It works great while collaborating with the teammates.Issue's & tickets can be tagged for further analytics.User wise & tag wise availibity of analytics report is awesome.

Inconvénients

We are using Hiver from last 6 + months & didn't found any issue to report.

Avantages

Fantastic an use daily for my work I can also tag other colleagues every day all great and used daily

Inconvénients

Fantastic an use daily for my work I can also tag other colleagues every day all great and used daily

Avantages

It's a great way to find and follow up team emails.I use it everyday and it's been super helpful specially on a remote work environment, we would not be able to be as productive without hiver.

Inconvénients

I would love to have a youtube channel or another easy way to find new features.

Avantages

Hiver streamlined the email-based management of support issues, tasks, and client information. Hiver makes email entry in remote offices simple and easy. Allows team members to argue String emails, as well as categorize emails that can be seen by everyone on the team. An email box that is shared by all members of a team helps keep everyone on the same page. Assigning projects to coworkers, tracking their progress, and organizing their workload are all made easier with this tool. Using Hiver, you may work together with colleagues on each customer and keep track of important emails to ensure you don't miss anything.

Inconvénients

In general, there are no negatives affecting the general performance of Hiver, as after completing the training, the team will be able to use it efficiently at their different levels and experience. But the problem remains with the high subscription prices, which are not suitable for small enterprises.

Avantages

This platform helps to organize our influx of emails from clients, etc. This tool makes collaborative teamwork possible. You can leave notes to your colleagues in an email and they can review your response without adding it in the email. You can also leave notes for yourself in an email. The system is easy to use and if you need a shared email box and a multiple-person team to manage support inbox then hiver is your best choice.

Inconvénients

I actually don’t find any issues with using this tool. It’s 100% useful. However, if I was picky I am not a fan of keeping the email in conversation view. It makes a bit hard to read emails in a thread but had to adjust for hiver.

Avantages

Thanks to Hiver, I have been able to expand my customer service. Email management has become much easier for my business.

Inconvénients

Hiver works very well for me I haven't had any complications yet

Avantages

I like that the emails are segmented into different inboxes. This helps me stay organized between internal messages and external messages.

Inconvénients

It's clunky at times and the search function in Gmail is more confusing than helpful.

Avantages

Workload distribution and easy access to the AI based analysis for the team.

Inconvénients

Automated rules are not available in basic plans which feels sometimes a problem.

Avantages

The shared inbox features are fantastic for teams using Gmail. The ability to add notes and assignments has really made our internal communication more efficient and effective. Anyone that has multiple teammembers and groups should have this service.

Inconvénients

The product has been great for us. There are no negatives.

Avantages

The program allows for all employees to have access to the same information without sharing email passwords as long as the email is linked to Hiver.

Inconvénients

Hiver was a bit tricky to use in the beginning, it takes some practice to get the hang of the program and how it works but it has been a definite help to us as users.

Avantages

Helps organize shared inbox and keeps members of company accountable for getting back to customers. No excuses for not seeing an email - Hiver makes it so easy to keep track of hundreds of daily emails!

Inconvénients

I want customizable notification settings - I get emails assigned to me everyday and don't need that info but being able to see the times that a colleague @'s me will be super helpful and those seem to get lost in the notifications.

Avantages

I love how well we can keep emails organized and we can close them out so our inbox remains neat and clean as we respond to our emails.

Inconvénients

So far I don't have any complaints other then sometimes the new email in a string can be hard to find rather than just appearing at the top and being able to scroll down to the oldest.

Avantages

Very intuitive and easy to implement. Allows for internal communication without creating extra emails within an email conversation. Handles high volume with ease. Ability to add tags and auto-assign emails based on multiple conditions. Ability to schedule outgoing emails and SLA-violation rules.

Inconvénients

Inability to mark notifications as unread, however this is an upcoming feature.

Avantages

I like most in Hiver, the distribution of the tickets.

Inconvénients

The live chat part in average, It should be improve.

Avantages

I like that it keeps all emails and communication clear to our team.

Inconvénients

There are some cases when I don't receive a notification.

Avantages

We use the Google Suite for EVERYTHING and I love that this product integrates into Gmail. It makes onboarding a breeze and offers everything we need within the tool we use most. The automated features are helpful, and the analytics have gotten better an better.

Inconvénients

Not many cons from my point of view. Slows Gmail a little bit, but it's not too noticeable.

Avantages

This is such a good service. The fact that you can have a shared inbox with other people in the company and use it as a to-do-list is incredible. We use this service religiously.

Inconvénients

The only cons i have for this service are little/insignificant things like when you close a ticket and someone responds to say something like 'thank you' it re-opens the ticket. i wish it was smart enough to pick up on things like this and not re-open the ticket.

Avantages

The new tool where new emails are at the top of the page! Reallocation of emails once you get used to it is very helpful

Inconvénients

Notifications on the tool could be better