Hiver Review (Turn your Gmail into a help desk)

Hiver--main-screen
Hiver--main-screen

Email has been the main source of communication for all the businesses and will continue to be, it is estimated that around 269 billion emails are sent every day. That said, inboxes get cluttered and finding information quickly and efficiently can be tedious, managing emails has never been so easy – as most businesses use the general email addresses such as contact@xyz.com or support@xyz.com where people can reach out with much ease. It becomes pretty painful to declutter your inbox and be able to respond all of them, without missing any, but with Hiver you can turn your Gmail into a help desk that fits in neatly with the existing Gmail design.

This email collaboration tool seamlessly becomes part of your Gmail and makes it easier for your team to work on customer support, sales, and projects right from your inbox, turning it into a powerful collaboration tool.

Hiver can be used by SMEs and it is easy to set up, adapt, and navigate. Businesses who do not require large and complex CRM systems can prefer this tool, to handle all the customer queries right from the inbox.

Let’s dig in deeper to see what Hiver has to offer.

1. Shared inbox

Hiver -setting up shared mailbox

This feature allows your team to manage shared email accounts like support@xyz.com or sales@xyz.com more effectively by assigning emails as tasks, without forwarding them, it’s that simple and you can track to ensure every email is being attended by someone.

2. Email Notes

Hiver - creating email notes

Email notes for internal communication, it enables your team to write notes alongside the email threads and it will get automatically shared with other team members who are part of the shared inbox. You can also choose whom to notify about the notes using @mentions.

3. Collision Alerts

Hiver -collision alert

Since multiple agents are working in the shared inbox, there’s always a clutter, like more than one agent is working on the same email. With the collision alerts feature, you can view who is working on what. Plus, you are notified if a teammate is already responding to it. This helps you avoid duplicate and conflicting responses.

4.  Email Templates

Hiver - email templates

This feature helps you create, add, and share email templates easily. This will save your time while responding to similar emails.

5. Email Snooze

Hiver -emails snooze

It helps you remind the emails you want to see later – snoozed email will return to your inbox at a selected time.

6. Shared Inbox Analytics

Hiver -shared inbox analytics

This inbuilt feature gives you detailed insights, to measure vital metrics like displaying metrics for all agents, individual team members performance, email response time.

7. Other features include

  • Shared label – This feature enables you to share Gmail labels and help sync entire email conversations with your team.  
  • Send Later – Schedule your emails to be sent at a later point in time.
  • Browser Notification – Get a notification in your browser when a new task has been assigned and @mentions from your teammates.
  • Share Drafts – Share a Gmail drafts with your teammates to have them review and send.
  • Integrations – Integrate your Gmail labels and Shared Inboxes with popular tools like Salesforce and Slack.

Pricing:

Hiver -pricing

Conclusion:

Hiver is a very handy tool that turns your Gmail inbox into a powerful helpdesk by offering users access to shared inboxes. It will certainly help reduce confusion and overlaps, thereby improving your team’s productivity – give it a try and see how you feel.

About Niraj Ranjan
Niraj is the founder of Hiver (hiverhq.com), an app that turns Gmail into a powerful customer support and collaboration tool. When not working at Hiver on programming or customer support, Niraj likes to play guitar. Niraj can be reached on Twitter @nirajr.

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