Avis clients sur Hiver

Hiver is great for my team as we have several high volume inboxes. Prior to Hiver our teams would all log into a separate inbox and choose pages to work from which became increasingly less efficient.

Hiver has changed this by adding all our inboxes in one place. The ability to assign emails and collision detection has also greatly reduced instances of double up on work as well. The collaboration tools are great with the ability to leave notes and @ mention other users as in the past we would be creating drafts in the emails to leave notes. It also provides the ability for automation which allows us to prioritize specific items

It would be nice to have the ability to sort emails from oldest to newest

Analytics can be a little hard to follow at times, though they do allow you to export the raw data and extrapolate from there

I love that incoming client emails now arrive in a shared inbox and that we can assign the emails to the most junior responsible team member rather than coming in at the most senior level and being pushed down to the team and everyone has visibility over what the junior staff member is doing.

The inability to share draft emails that are new emails, not responses to existing emails.

works sometimes, that's the best i can say

buggy software, does not sync, support is absent

I am liking the most team Analytics, Ticket Assigning

Need to improve Automated mail assigning

I love being able to assign and receive assigned emails within 2-3 clicks. Things get to the people they need to and taken care of.

Sometimes there are server connection issues and I have to close out of my browser or refresh to get Hiver back and active on my Gmail screen.

I like that a team of people on different ends of the world can work together efficiently.

When we have systems issues and have to contact customer support and they aren't able to help.

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.

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.

Hiver is best by this we cannot forget our pending works, its will be easily managed.

Nothing for now, but if in future there is anything else. sure let you know the same.

I would like some features very much like analytical, ticket assigning

Yes, need to improve auto assigning the emails

It works well with Gmail and gave us the opportunity to allow for two-way communication with candidates who apply through Workday for our positions.

The look of it could be better, very simple and boring look.

Our team is small enough and the volume of admin tasks is manageable, so using a Jira ticketing system would have been far to restrictive. I appreciate the flexibility Hiver gives while still helping us organise tasks. The 3-4 of us manage the same mailbox where queries come into from the rest of the organisation, so it was hard for us to keep track of what has and hasn't been actioned, and by whom in the team. Hiver lies on top of this mailbox and allows us to assign queries to each other and mark the status of the emails which was a game changer for us. In addition, Hiver's analytics tool helps us understand what most of the queries are about and thus where to focus our energies when coming up with self-service options.

The analytics tool is not always very accurate. We'd like to understand what our response time is but often this is very skewed for some reason and isn't realistic. I think this is still a work in progress for them.

Hiver has made our shared email process so easy! We tried several other products but this was the only one that solved our issues. We can make folders for separate teams, email templates and add access to those who need to be involved only. You can also schedule dates/times of when you would like the email to be sent. Google Chrome extension is available, if needed.

Would like more user analytics for tracking employees

I highly recommend this product for how well it integrates with Gmail / Google Custom Domain Mail. This product has been tremendously helpful in improving our email support and provide the tools necessary for properly tracking support requests and collaborating as a team!

Honestly, I had to think hard to come up with something I dislike about the product. The only thing may be that the emails synced via the "Shared Mailbox" functionality also show up in search results when you try to search your own mailbox for emails. There is a way around this by using special search criteria, but a generic search will return results from the Shared Mailbox as well as from your own "personal" mailbox.

Before Hiver, managing a shared support Inbox was impossible. Hiver ensures that no client requests are missed, that every request is assigned quickly, and that we all have visibility into what others are working on.

I would like to see some simple analytics at the base subscription level.

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

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

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.

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

User friendly, fast application, records all the history and lots of analytics to check out any one performance for the given time period.

Some times it takes time to login to hiver.

Easy and quick integration, and powerful tool to work with multiple people on a single mailbox

Manual assignment is sometimes time wasting

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.

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.

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

Notifications on the tool could be better