Hiver

Thanks for hunting us, Kevin! Hi Product Hunters, I’m Niraj, the co-founder, and CEO of Hiver. We at Hiver believe that customer service is everybody’s business; it isn’t restricted to a few teams alone. But most helpdesk software today don’t subscribe to that philosophy. They create silos in organizations and make it difficult for cross-team collaboration to happen. And, they spook customers out with ticket numbers and weirdly formatted emails. In short, helpdesks make customer service impersonal and less than useful. And that’s why we built Hiver - a Gmail-centric customer service solution. Hiver is the most effortless, natural way for teams to collaborate and manage customer emails right from Gmail. What’s in it for your customers? Well, because Hiver works within Gmail, emails sent using Hiver look just like regular emails. No weird formatting, no “very 90s” templates and fonts - your customers only see the response you want them to see. We’re also proud to introduce Hiver Analytics. Our brand new, powerful visual analytics suite helps teams track all key customer service metrics such as response and resolution times, customer satisfaction scores, and much more right from Gmail. Every report comes with an ‘Analyze’ button to help you deep-dive into your data. We’re also offering custom reports so that you can build reports based on your team’s requirements. In a nutshell, we’re here to make customer service more human. You can read our take on why we believe customer service needs to be reimagined here: https://hiverhq.com/your-helpdes... We'll be around all day answering questions about Hiver. We'd love to hear what you think!

Hi, I'm Rowan, the technical lead for Cobry - a Google Cloud Partner based in Scotland, UK. We are a Hiver partner and have helped many of our G Suite customers use this product to work together effectively. It is a fantastic solution for when multiple people need to collaborate together in a shared mailbox. This is a far superior option to some other ways that this scenario can be tackled such as a collaborative inbox or shared account. The tool enables G Suite users to managed shared emails without leaving their Gmail inbox allowing for: assignment, status setting, internal chat and shared tagging. There are also a number of clever features that are designed to tackle some of the most challenging problems with shared inboxes including collision detections (notifies a user if they are replying to a ticket at the same time as another user) and shared templates (allowing teams to build, maintain and use standardised email structures when replying). If you're looking for a tool that will allow people to collaborate effectively in a shared mailbox, my first port of call would always be Hiver! 🐝🐝🐝

I expect this to look pretty much native in the gmail box

Congratulations on the launch! Looking forward to try out Hiver analytics.

Very happy to see this finally out. The end-user UX (the emails and touchpoints that customers see) mostly goes out of the window with traditional customer service solutions. I think Hiver is addressing a critical piece here.

Team Hiver delivers again! This is great, even better than previous update. Well done!!!!

Hiver was a great product when we started using it a couple years ago; it’s even better now. It has dramatically simplified our group email management (including ensuring we have backups and continuity of operations), as well as tracking customer service metrics. It is so efficient that we have decided we don’t need a separate ticketing software for production support for our ERP systems. Recently, the upgraded Analytics tool has opened up possibilities for dashboards across our various group emails. It really is a great (and surprisingly powerful) tool.