Hiver

Get insights about your team's workload and performance, in terms of the conversations being handled

Analyze the satisfaction and AI-predicted sentiments of your customers through reports

Measure customer satisfaction and collect feedback from your customers by sending a short survey

Start from scratch or build on pre-built reports to analyze your team's performance

Create custom dashboards to view all crucial performance indicators across different shared inboxes in a single place

Track all your key customer service metrics in real time with rich, visual reports and help your team always stay on top of their game

Create performance reports and real-time dashboards segmented by users, tags, and SLA performance to track First Response time, Resolution time, and overdue or imminent conversations

Set deadlines for responses and issue resolutions. Track SLA compliance and violations to measure team performance

Simplify approval workflows to faster approvals on requests from customers, vendors, or employees from the comfort of your inbox

Automatically send responses to acknowledge new conversations received within or outside business hours

Automatically assign and reassign conversations to various team members in a Round-Robin manner for better workload distribution

Define when your team can service customers and track SLA compliance during those hours. Trigger auto-responders during off-hours

Maximize the potential of your Live Chat with Chatbots to speed up responses and improve agent productivity — all within your inbox

Create rule based automations using CSAT ratings received to improve customer engagement and trigger actions when SLAs are breached or nearing violation

Easily import customer data from external sources such as your CRM into Hiver as CSVs to automate tagging and assignment

Automatically move emails from individual inboxes to a Shared Inbox, using the from-email address or domain

Define an 'Assignment Limit' to prevent overloading of your team members

Leverage no-code, rule-based Automations to assign conversations, tag them, and handle data entry—freeing up time to respond faster

Automate follow-ups, notifications and actions on specific dates to ensure important deadlines aren't missed

Automatically assign conversations to team members based on their skill-set

Use the collaborative inbox to easily assign queries, discuss them internally, and fast-track responses—without forwards or CCs

Help teams avoid sending duplicate replies with real-time collision alerts. Ensure no two team members work on the same query

Managers and supervisors can follow important or escalated conversations to get real time updates on the progress

Let teams securely share and access sensitive documents internally

Collaborate within your team seamlessly, without CCs and forwards. Use @mention to tag a colleague and write a note

Share conversations with your teammates, stakeholders, or other departments through private and public permalinks

Draft the perfect responses by working with your team in real time—no more cluttering inboxes with CCs or forwards

Autonomously resolve repetitive queries, schedule follow-ups, and trigger workflows across tools, teams, and channels

Resolve support conversations across channels with up to a 70% deflection rate

Help teams compose impactful responses effortlessly. Use AI to refine grammar, adjust tone, and enhance writing clarity

Assist your team with contextual support — draft replies, suggest next steps, refine replies, summarize threads and more

Use AI to pull key details like order IDs or reference numbers from conversations and push them into Automations for routing, alerts, and contextual notes

Analyzes conversation data to reveal trends, inefficiencies, and opportunities for improvement (Coming soon)

Evaluate agent responses in real time for tone, grammar, and completeness. Replace endless manual reviews with AI scores to save time and get an accurate picture of agent skill levels

Analyze and predict the emotional tone in customer emails so agents can easily prioritize and escalate conversations

Turn lengthy conversations into brief overviews and save them as Notes to speed up handoffs, escalations, and resolutions

Automatically tag incoming conversations based on topic or category — improving organization, reporting, and automation accuracy

Use the powerful visual builder to create agents that can handle multi-step actions such as initiating customer refunds, sending follow-ups, updating external apps and more

Detect closure phrases like "Thanks!" or "Noted" in customer responses to prevent the reopening of closed conversations

Assist your team with contextual guidance in every conversation — draft replies, suggest next steps and more, right inside the inbox

Provide your team full customer context—past emails, feedback, and more—so they can respond faster and serve smarter

Collect and store specific information about customer issues to sort conversations, automate workflows and track trends

Save canned responses as email templates and share them with your team to provide faster, more consistent responses

Link similar conversations to track related issues with shared visibility

Enable users and supervisors to solve customer service issues on-the-go with Hiver's iOS and Android mobile apps

Manage all your service channels like email, live chat, voice, WhatsApp, social media and more from a unified inbox

Categorize all incoming queries by adding Tags based on type, priority, and more to manage customer conversations efficiently

Assign, resolve, track and manage conversations effortlessly while keeping support natural and personalized

Use filters to bucket conversations and save them as Views for quick access and streamlined collaboration