Hiver

PROS & CONS

What are the best aspects of this product?

Our team started growing thrice its original size early last year, so we decided to collaborate with Hiver to help manage all incoming tasks. Now my staff has been trained to use the app and reassign emails without me telling them what to do. It’s a handy app, especially now that 70% of my staff work remotely due to the pandemic.

What aspects are problematic or could work better?

It can slow down on peak hours, but things will go back into normal after an hour.

What specific problems in your company were solved by this product?

Hiver ensures that my staff and I continue to collaborate and resolve issues right away, even though we don’t see each other every day. Despite the remote work setting, we are still able to accomplish all of our tasks efficiently with Hiver's help.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

I start my morning by browsing into my email and check all incoming messages one at a time. Hiver does a great job of helping me manage my workload by assigning more than 80% of my email to other people. It gives everyone a fair share of their responsibility, so it is assured that all emails will be responded to the soonest time possible.

What aspects are problematic or could work better?

Hiver is known for its efficiency, and it has fewer issues than before. However, you must refresh the app every hour so you can see incoming messages and assign them to a specific person in charge right away.

What specific problems in your company were solved by this product?

Everyone in our team is more proactive in stepping up to resolve our customers’ issues by taking ownership of each email that is being assigned to them. They often try to solve simple problems within 24 hours, while complex matters may take longer than usual. But the good thing is that someone oversees each issue so our clients won’t be left hanging and wondering what’s going to happen to their concerns.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Google mail is one of the leading email providers in the world today, and we are lucky that it is highly compatible with Hiver. Using this app increases our confidence level, knowing that we can do so many things to ensure that our clients are getting the best service that our company can provide. With Hiver, I can automatically assign each email that comes into the primary inbox so a specific individual can own the case from beginning to end. Also, he/she can seek help by using the chatbox feature behind each email, which is very useful when asking questions or opinions from others.

What aspects are problematic or could work better?

Since Hiver is responsible for providing the utmost email support to our external clients, I wish that the company could provide us with more tools like a ticketing system to have more options on how to serve our customers. I believe that a ticketing system will help us filter and fix issues faster. Plus, it's easier to determine each ticket's status as long as our case officers do appropriate tagging.

What specific problems in your company were solved by this product?

Using Hiver has taught me how to organize and update our primary work inbox. I was able to create several folders so that I can segregate all the emails according to their specific issue. Doing this makes it easier for me to track down unresolved issues or unassigned cases. Whether the issue is about sales, marketing, tech support or billing we have it covered. We can now address all of these emails in a systematic and well-organized manner.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

We used to have difficulty prioritizing our emails, which resulted in more complaints and dissatisfied customers. Emails get mixed up, and some of them were even ignored for a very long time. Since we started using Hiver, there were a lot of significant changes that happened in our department. It helped our employees handle their job better by giving them full accountability of all the cases assigned to them. Eventually, we were able to develop several ways to solve our problems with less time and effort. Hiver allows us to collaborate with each team member more effectively by leaving notes on each email, so we could close off cases in one to three days tops.

What aspects are problematic or could work better?

The biggest downside of their product is that the PC app and the mobile app are not in sync. I am always having significant challenges when assigning tasks using the mobile version. So I’d instead log in to my PC or laptop so I can work faster. I wish that the shared folders would do on my cellphone to continue assigning emails even if I am away from my desk. I believe that Hiver should focus more on enhancing its existing features and adding more integrations in the future, and their product would be the best in the market.

What specific problems in your company were solved by this product?

Most of our days in the office are smooth sailing because I can start my mornings by reassigning and tagging my staff to work on some emails and making sure that they prioritize their tasks, so each email gets the undivided attention that it deserves. If I have any questions, I can add notes within the email body instead of clicking on the reply button. I check the unresolved emails and make a follow up to make sure that it gets resolved the next day.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

I am delighted that Hiver is a hundred percent compatible with Gmail, so I need to create a new account with a different provider. I use Hiver mainly for assigning tasks to my staff to do other things for the remaining hours of the like. It keeps my email interface well organized by adding subfolders for different matters. Now I don’t have a hard time anymore looking for emails because everything is all sorted out.

What aspects are problematic or could work better?

Certain emails are difficult to touch because the format and the photos are not well aligned. The reply and forward could not be found, leaving me with no choice but to edit the content and reassign it manually, cumbersome. Also, adding shortcut keys should be considered so I can work faster and multitask throughout the day. Lastly, adding a status notification on each outgoing email is essential to determine if it has been opened, neglected, or deleted. For me, all emails must be well accounted for to prevent our clients from escalating to a department that is higher than us.

What specific problems in your company were solved by this product?

Things are running smoothly, less conflict between staff, and better feedback from our clients. Hiver promoter better communication between peers, so everyone is expected to produce better results. With Hiver, we ensure that no email gets neglected, deleted, or left behind by our staff. It is my job to evaluate each email thoroughly and forward them to the most qualified person to solve the concern. Another thing that I like about Hiver is the presence of the message board that allows recipients to chat and discuss the content of the email without covering or deleting the previous threads. It ensures that everyone stays on the topic, thus resulting in faster response time on the issue. So far, Hiver has made a significant impact on our every office routine, which is for all workers' good. Things are more organized, emails are responded to right on time, and more customers are thanking us for making them our priority.

Are you a current user of this product?

Yes