Hiver

Hiver

Manage customer support and sales leads right from Gmail

4.6/5 (51 avis)

Hiver - Présentation

Description du logiciel Hiver

Hiver works like a full-fledged help desk, built right into Gmail. It gives you everything you need to do outstanding customer support, without any of the complexities and feature overload that come with other help desk products.

Hiver is used by thousands of companies globally and is one of the most loved products built for Gmail and G Suite.

KEY FEATURES:

Shared Mailboxes: Manage a shared email account like support@ or sales@ from your Gmail. Delegate emails, and keep track of tasks.

Shared Labels: Share your Gmail labels to sync email conversations with your team. Hiver syncs replies and read status automatically.

Collision Alerts: Get alerted when someone is responding to an email. Avoid duplicate and conflicting responses.

Email Notes: Communicate internally using Email Notes with @mentions. No more confusing CCs, Fwds and BCCs.

Send Later: Schedule emails to be sent at a later time.

Hiver - Présentation

Prix

À partir de
14,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Plus Plan: $14/user/month

Premium Plan: $22/user/month

Enterprise Plan: $34/user/month


Hiver - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Asie, Australie, Canada, Chine, Europe et 5 autres, Inde, Amérique latine, Afrique et Moyen-Orient, Royaume-Uni, États-Unis
Langues
anglais

Captures d'écran

Capture d'écran pour Hiver :
Capture d'écran pour Hiver : Capture d'écran pour Hiver : Capture d'écran pour Hiver : Capture d'écran pour Hiver : Capture d'écran pour Hiver : Capture d'écran pour Hiver :

Hiver - Avis

Note globale
4.6
/
5 51 avis
Excellent
39

Très bien
9

Moyen
0

Médiocre
1

Mauvais
2

Rapport qualité-prix
4.3
Fonctionnalités
4.4
Simplicité d'utilisation
4.5
Support client
4.7
94% des utilisateurs recommandent cette application
Bryn S.

Hiver has been a game changer our account management team!


Traduire avec Google Translate
Juan david N.

Managing a team was never easier!

KPI measurement Prioritizing emails, Coworking with shared inboxes, Highlight important emails that need immediate attention.


Traduire avec Google Translate
Utilisateur vérifié

A very effective alternative to other email support ticketing systems

Sales and Support has been very accommodating, friendly, and helpful.
Support is readily available.
I should point out that I didn't give 5 stars under value because the price has increased since my team became a user, and to my knowledge Hiver doesn't support social media monitoring, text etc. unlike much of the support ticketing competition, but maybe that's on the horizon.


Traduire avec Google Translate
Virginia C.

Great email help

This program has been wonderful! Before Hiver it was very difficult to verify information that had been emailed between customers and employees, now were are able to see the emails and what was discussed so that everyone in the company is on the same page. It is also extremely helpful that you are able to see all the employees who responded to a specific email thread - this definitely helps with accountability issues (extremely helpful in a customer service setting).


Traduire avec Google Translate
Andrea G.

Awful experience!!! After integrating this tool, my clients stopped receiving my emails.

None. Hiver completely derailed our operations at a period of peak media coverage.


Traduire avec Google Translate
Bryn S.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 13-50 employés
Traduire avec Google Translate

Hiver has been a game changer our account management team!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 10/09/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Juan david N.
Secteur d'activité: Électronique grand public
Taille de l'entreprise: 51-200 employés
Traduire avec Google Translate

Managing a team was never easier!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 18/09/2019
Provenance de l'avis : Capterra

KPI measurement Prioritizing emails, Coworking with shared inboxes, Highlight important emails that need immediate attention.

Avantages

This add will make teamwork 100% easier and more efficient. I can start by saying that the fact that it will sort every upcoming email to the person in charge is amazing, not only because it will help to have a more organized shared box, but it will also let us supervise the email flow from our colleagues and give them a hand whenever they need or are out for vacation. On the other hand, having the option to leave comments on the memo field, will also help us to remind important information or simply inform our colleagues about something. Last but not least, Hiver gives us the opportunity to work with shared mailboxes and prioritize whatever is important for the team and allows us to "Close" every task that no longer needs our attention.

Inconvénients

It was hard for me to find a con for this tool as it offers all the essential features that I need to sort my emails
and supervise the email flow for our team. However, I found probably a glitch when emails that are on "pending" status are not automatically opened whenever they get a reply.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Utilisateur vérifié
Secteur d'activité: Formation professionnelle et coaching
Taille de l'entreprise: 13-50 employés
Traduire avec Google Translate

A very effective alternative to other email support ticketing systems

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 11/04/2019
Provenance de l'avis : Capterra

Sales and Support has been very accommodating, friendly, and helpful.
Support is readily available.
I should point out that I didn't give 5 stars under value because the price has increased since my team became a user, and to my knowledge Hiver doesn't support social media monitoring, text etc. unlike much of the support ticketing competition, but maybe that's on the horizon.

Avantages

Ease of set up, and implementation because it kept the team working in a the G-Suite email platform they were already accustomed to operating in.
Improved Transparency, Communication, and Support between team members.
Hiver is constantly working to improve functionality and add features as new functional use cases come to light.

Inconvénients

Limited user restrictions that could pose issues for larger companies with less trust between employees.
Limitations on workflows.
There have been some complications in functionality in certain use cases, that are out of the ordinary, however.... See last sentence under Pros.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Virginia C.
Secteur d'activité: Vente en gros
Taille de l'entreprise: 51-200 employés
Traduire avec Google Translate

Great email help

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 25/10/2019
Provenance de l'avis : Capterra

This program has been wonderful! Before Hiver it was very difficult to verify information that had been emailed between customers and employees, now were are able to see the emails and what was discussed so that everyone in the company is on the same page. It is also extremely helpful that you are able to see all the employees who responded to a specific email thread - this definitely helps with accountability issues (extremely helpful in a customer service setting).

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.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 7.0/10

Andrea G.
Traduire avec Google Translate

Awful experience!!! After integrating this tool, my clients stopped receiving my emails.

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 04/03/2018
Provenance de l'avis : Capterra

None. Hiver completely derailed our operations at a period of peak media coverage.

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!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 0.0/10

Recommandation utilisateur
9.1/10
Basé sur 51 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Hiver - Prix

Hiver - Prix

À partir de
14,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix

Plus Plan: $14/user/month

Premium Plan: $22/user/month

Enterprise Plan: $34/user/month

Plus Plan: $14/user/month

Premium Plan: $22/user/month

Enterprise Plan: $34/user/month

Rapport qualité-prix
4.3/5
Basé sur 51 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Hiver - Fonctionnalités

Hiver - Fonctionnalités

API
Chat
Conférences
Conférences vidéo
Enregistrement des appels
Gestion de la communication
Identification de l'appelant
Intégration CRM
Intégration de tiers
Messagerie instantanée
Messagerie vocale
Monitoring
Notifications automatiques
Rapports en temps réel
Rapports et statistiques
Rapports sur les appels
Routage des appels
Suivi des appels
Tableau de bord d'activités
Transfert d’appel
Fonctionnalités
4.4/5
Basé sur 51 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

Plus d'informations sur Hiver

Plus d'informations sur Hiver

Hiver - Principales fonctionnalités

  • @mentions
  • Activity Timeline
  • Activity timeline
  • Analytics
  • Auto Response
  • Automations
  • Browser Notifications
  • Collision Alerts
  • Contact history
  • Email Notes
  • Email Reminders
  • Email Templates
  • Email integration
  • Email notifications
  • Email templates
  • Integrations
  • Labeling
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Avantages

1. Collaborate without adding clutter

Hiver allows your teammates to add a note to an email explaining the context. This note automatically gets shared with you. You can then reply to the note with your comments or feedback. This way intra-team email conversations can be kept to a bare minimum.

The chat-like simplicity of Email Notes allows you to review email threads, add comments, and get back to your work faster. Moreover, it keeps internal and external conversations separate as it is visible only to your teammates.

2. Assign tasks and set accountability

With Hiver's Shared Inbox, you can assign or delegate an email as a task to your teammate in a couple of clicks. Furthermore, Hiver allows you to filter tasks based on their completion status (unassigned, open, closed, and pending) and based on who is doing what. This way you can track the progress of tasks and make teammates accountable.

3. Seamless employee onboarding

With Hiver's Shared Inbox, all you have to do is, add the all the relevant email threads to a Gmail Label and make it shareable using Hiver’s Shared Labels feature. The threads will get shared with the new employees in no time. This way they will be able to get up to speed quickly.

4. Schedule Email

With Hiver’s Shared Inbox, you will be able to schedule emails to influencers or prospects who live in other timezones right from your Gmail ‘Compose’ window.

Hiver's Shared Inbox also lets you snooze emails so that it comes back to the top of your inbox at later time or date. This way you will be able to deal with it when you want to. You can also use it as a reminder for when you have to write back or follow up with somebody.

5. Maintain consistency

Hiver’s Shared Inbox allows you to create email templates and share it with your teammates. This way you and your teammates can give a standard reply when faced with the same situation. It also saves time as users will be able to reply faster.

Hiver - FAQ

Hiver - FAQ

Voici quelques-unes des questions fréquentes sur Hiver.

Q. Quels sont les types de licence disponibles pour Hiver ?

Types de licences disponibles pour Hiver :

À partir de: 14,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

Plus Plan: $14/user/month Premium Plan: $22/user/month Enterprise Plan: $34/user/month

Q. Quelles sont les principales fonctionnalités du logiciel Hiver ?

Fonctionnalités du logiciel Hiver :

  • @mentions
  • Activity Timeline
  • Activity timeline
  • Analytics
  • Auto Response
  • Automations
  • Browser Notifications
  • Collision Alerts
  • Contact history
  • Email Notes
  • Email Reminders
  • Email Templates
  • Email integration
  • Email notifications
  • Email templates
  • Integrations
  • Labeling
  • Send Later
  • Shared Drafts
  • Shared Labels
  • Shared Mailboxes

Q. Qui utilise Hiver ?

Utilisateurs habituels du logiciel Hiver :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues Hiver est-il disponible ?

Langues dans lesquelles Hiver est disponible :

anglais

Q. Quels sont les types de licence disponibles pour Hiver ?

Types de licences disponibles pour Hiver:

Abonnement

Q. Hiver prend-il en charge les appareils mobiles ?

Appareils pris en charge par Hiver :

Android, iPhone

Q. Avec quelles applications Hiver peut-il s'intégrer ?

Applications s'intégrant à Hiver :

Maintenance Care, Slack, Zapier

Q. Quelles sont les ressources d'aide disponibles pour Hiver ?

Ressources d'aide disponibles pour Hiver :

FAQ, Base de connaissances, Support téléphonique, Tutoriels vidéo