Hiver

Hiver ayuda a escalar los equipos de atención al cliente y ventas

Comentarios: Todavía no le he dado el uso completo. Por el momento es buena experiencia y lo recomendaría.

Puntos a favor:

Que esta totalmente integrado con GMAIL.

Puntos en contra:

No dispone de cambio de idioma a Español y tampoco soporte de atención al cliente para mercado LATAM.

We are so pleased to have found Hiver!

Comentarios: It is easy to administrate, very user friendly, and the support is phenomenal. I don't think I've ever waited more than a few seconds for a response from a member of their friendly and extremely competent support team.

Puntos a favor:

The collaboration between Hiver and G-Suite to create a cohesive team environment has allowed us to better collaborate together to improve the customer experience. We can assign emails internally, share inboxes and disposition emails as open, pending, or closed - chat about 'tickets' in the Hiver side bar, and step in to assist on existing email chains without having to forward emails to different departments or members across the team.

Puntos en contra:

I'd love to be able to create a 'ticket' within Hiver on behalf of a customer. Currently tickets can only be created based on an email interaction between a customer and our company.

Easy implementation and roll out

Comentarios: Very good, have successfully implemented for customer support, and roll out went really well. For the small number of questions and issues that we had, customer support were very responsive and helpful, only one unresolved issue (mentioned above, sent items issue)

Puntos a favor:

Integration into existing email platform

Puntos en contra:

Sent items can't be sorted/separated from personal sent items (Hiver support looked at this for us, but could not suggest anything that would work to show items sent from support separatelyto those sent from personal email address)Also - Responses from customers are automatically assigned to the support operator who initially replied to them - it would be better to have this as an optional to either auto assign responses, or leave as unassigned (particularly useful when you have part time operators, and customers can't wait until they're back online)

Good E-mail management tool

Puntos a favor:

In order to handle email and distribute work among team members, Hiver is a good Email management tool. Tracking team work and workload is easy with it. Work performance can be tracked and compared with the filter feature. It is possible for team members to be added to a group in order to help other team members, such as emailing a particular email address, which will be visible to all members.

Puntos en contra:

I have a ticket assigned to me, but someone on my team may close it without my permission, this should not happen except (Team Lead and manager). It should be closed once i assign it to him.

Product ok, but be prepared for whacky price changes (last one 60%+ increase)

Comentarios: It's a pity what Hiver has turned into - I read they got VC funding. They are probably under a lot of pressure and have resorted to working out, looking at their existing customer base, what to change on their pricing plans to get the maximum return. As email tools are a core part of any business, they know it's tricky to leave so they have you right where they want you. Do yourself a favour and go to an alternative with much better features and who won't try and increase prices massively once you are with them for a while.

Puntos a favor:

The product is ok, but their release of new features is so slow and not keeping up with the competition. Looking around at alternatives and comparing features, you can see Hiver is lacking in so many areas.

Puntos en contra:

They constantly change their plans and doing this means huge price changes. I've no problem with SaaS providers tweaking plans here and there and there being the odd price increase to help develop the product, but Hiver does not do this. Hiver changes their plans hugely every so often and forces existing customers onto these new plans. Yes, this of course is their right, after all, it's their product, but how can they justify wild price increases like 62%? No, this isn't fair and leaves existing customers feeling like they would never have signed up if they knew this was going to happen.