Product

About the Hiver

Hiver is an all-in-one customer service platform that operates seamlessly within existing email environments like Gmail and Outlook. It transforms traditional email inboxes into collaborative workspaces, centralizing all customer communications from various channels including email, live chat, WhatsApp, and voice (via integration). Hiver allows teams to manage shared inboxes (e.g., support@, info@), assign emails and other queries to specific team members, track conversation status (Open, Pending, Closed), and prevent duplicate responses with collision detection. Key features include shared drafts, email templates, automated workflows (auto-assignment, tagging), SLA management with reminders, a native knowledge base for self-service, and robust analytics for tracking team performance and customer satisfaction (CSAT, NPS). Hiver leverages AI capabilities like "Harvey - The AI Bot" and "AI Compose" to assist agents with drafting responses, summarizing conversations, and automating routine queries, aiming to improve response times, enhance team productivity, and deliver personalized customer support without requiring agents to switch between multiple tools.