Hiver

Hiver

Manage customer support and sales leads right from Gmail

4.6/5 (34 avis)

Hiver - Présentation

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.

Prix

À partir de
14,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

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

Hiver - Avis

Note globale
4.6/5
94% d'avis positifs
26
Excellent
6
Très bien
0
Moyen
1
Médiocre
1
Horrible
Utilisateur vérifié
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
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
Adam F.
Traduire avec Google Translate

Great tools for easy email management

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 07/05/2018
Provenance de l'avis : Capterra

Avantages

The snooze feature and the shared labels are awesome. The snooze feature makes it very easy to manage your email.

Inconvénients

It is at times glitchi. I have had to go to the webpage and launch gmail from there because it did not load regularly with Gmail. The fact that they are raising our rate 4 times what it is now.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Hunter S.
Traduire avec Google Translate

Best thing ever!

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 25/04/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
William H.
Traduire avec Google Translate

Best of Class Email Collaboration

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 13/08/2018
Provenance de l'avis : Capterra

Avantages

The software works great and is reliable. By instituting a hierarchy for managing our mail via Hiver, it has unlocked countless hours of productivity for our executive team all the while providing accountability for email communication and the prevention of issues slipping through the cracks.

Inconvénients

The software was a bit difficult to set up for our company's needs and the price point is up there. Our researched showed there there really aren't any great competitors out there that integrate this well with Google. I mentioned productivity gains earlier, and in the balance of considerations, pricing was not a huge priority for us if we could find the right functionality--which we did with Hiver.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10

Hiver - Prix

À partir de
14,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Plus Plan: $14/user/month

Premium Plan: $22/user/month

Enterprise Plan: $34/user/month

Hiver - Fonctionnalités

  • Chat

  • API
  • Conférences
  • Conférences vidéo et en direct
  • Enregistrement des appels
  • Identification de l'appelant
  • Intégration CRM
  • Intégration de tiers
  • Intégration des SMS
  • 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

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

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

version d'essai gratuite: 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

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