Hiver AI

An AI-powered email collaboration and customer support tool for teams using Google Workspace.

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52 views Launched Mar 27, 2013 Paid
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Overview

Hiver AI enables customer support and internal teams to streamline email communication, automate responses, and improve efficiency using AI-powered features.

Benefits of Hiver AI:

  • Improved Collaboration: Teams can efficiently collaborate on customer inquiries without leaving Gmail. The shared inbox, labels, and internal notes help improve team communication and streamline workflows.
  • Time Savings: By automating repetitive tasks such as email categorization, routing, and follow-ups, Hiver AI saves time, allowing customer support agents to focus on more complex issues.
  • Better Customer Experience: With AI handling routine tasks and ensuring timely follow-ups, customer inquiries are handled more efficiently, improving customer satisfaction.
  • Scalable: Hiver AI can grow with your business, adapting to the needs of small teams or large support operations.
  • Cost-Effective: By streamlining workflows and reducing manual work, Hiver AI can help businesses improve productivity and reduce operational costs.

Hiver AI is an AI-enhanced email management and customer support solution built for businesses that rely on Gmail. Its automation features, team collaboration tools, and advanced analytics allow businesses to manage shared inboxes efficiently, improve response times, and provide better customer service. With AI handling tasks like routing, categorization, and follow-ups, customer support teams can work more effectively, saving time and delivering a more seamless experience for customers.

Main Use

Hiver AI is primarily focused on enhancing customer support and team collaboration by improving email management and workflow automation within Gmail. Here are the key uses of Hiver AI:

1. Customer Support Management

  • Shared Inbox: Hiver AI enables teams to manage shared email inboxes (like support or sales) within Gmail. It helps multiple agents collaborate on a single query, ensuring faster response times and better customer service.
  • Email Categorization: Automatically categorizes and assigns emails to the right team members based on predefined rules, improving efficiency in handling inquiries.

2. Team Collaboration

  • Internal Notes & Tags: Team members can leave internal notes and apply tags to emails for better collaboration. This feature allows agents to share context and insights without customers seeing them.
  • Task Assignment: Team members can assign emails or tasks to colleagues, ensuring clear ownership of customer issues and follow-ups.

3. Automated Email Routing

  • AI-Powered Routing: Automatically routes incoming emails to the most suitable team member based on their expertise, department, or issue type, ensuring timely responses.
  • Custom Routing Rules: Businesses can create routing rules based on various parameters (such as urgency or email content), streamlining workflows.

4. Customer Experience Improvement

  • Faster Response Times: With AI automation, Hiver helps ensure faster responses to customer inquiries by routing emails promptly and assigning them to the right agents.
  • Ticketing System: Hiver AI turns customer emails into tickets, making it easier to track and manage customer issues.

5. Analytics & Reporting

  • Performance Insights: Hiver AI provides detailed analytics on response times, workload, team performance, and customer satisfaction. These insights help managers optimize workflows and improve team efficiency.
  • Workload Distribution: It helps monitor how emails are distributed across the team, identifying potential bottlenecks or imbalances.

6. Follow-Up Automation

  • Automated Follow-Ups: Hiver can set up automated reminders for follow-ups, ensuring no customer query goes unanswered.
  • SLA Monitoring: It helps track Service Level Agreements (SLAs) to ensure the team meets customer response time targets.

7. Scalability for Growing Teams

  • Adaptable to Team Size: Whether a small business or a large enterprise, Hiver AI scales with the organization’s needs, ensuring efficient email management as the team grows.
  • Flexible Workflow Management: It offers customizable workflows, allowing teams to automate and manage increasing email traffic as the business expands.

8. Integration with Existing Tools

  • Seamless Integration: Hiver AI integrates smoothly with Gmail, allowing businesses to manage email interactions without needing a new platform or interface.
  • Third-Party Integrations: It integrates with various CRM systems and productivity tools, helping streamline team workflows and enhance customer service.

9. Security and Privacy

  • Data Security: Ensures that customer data and email communication are handled securely, with compliance to privacy standards.
  • Role-Based Access: Managers can set different access levels for team members, ensuring that sensitive information is only accessible to authorized personnel.

10. No-Code Setup and Easy Use

  • Simple Setup: Hiver AI is easy to implement with no coding required. Businesses can get started quickly and customize workflows without technical expertise.
  • User-Friendly Interface: The platform is designed to be intuitive, working directly within Gmail, making it easy for teams to adopt and use.


Hiver AI is primarily used for email management, team collaboration, customer support, and workflow automation. It helps businesses improve response times, streamline customer service, and enhance overall team efficiency, all while operating within Gmail.

Pros

  • ✓ AI-powered email automation and shared inbox management
  • ✓ Seamless integration with Gmail and Google Workspace
  • ✓ Helps teams streamline customer support workflows

Cons

  • ✗ No free plan available
  • ✗ Some advanced AI features require higher-tier plans

What's New

<p>As of the latest updates, <strong>Hiver AI</strong> has rolled out several new features and enhancements to further improve its capabilities for customer service and team collaboration. Below are the <strong>new developments</strong> in Hiver AI:</p>
<h3>1. <strong>Enhanced AI-Powered Email Routing</strong></h3>
<ul>
<li><strong>Smarter Email Assignment</strong>: Hiver AI now uses more advanced algorithms for email routing, ensuring that each incoming email is automatically assigned to the right team member based on factors like priority, expertise, and workload. This improvement leads to more efficient handling of customer queries.</li>
</ul>
<h3>2. <strong>Automated SLA Tracking and Notifications</strong></h3>
<ul>
<li><strong>Improved SLA Management</strong>: Hiver AI now offers better Service Level Agreement (SLA) management by providing <strong>real-time tracking</strong> of response and resolution times. If an SLA is at risk of being breached, the system can send automatic reminders or alerts to ensure timely follow-ups.</li>
</ul>
<h3>3. <strong>AI-Powered Analytics and Reporting</strong></h3>
<ul>
<li><strong>Deeper Analytics</strong>: New AI-driven reporting features allow businesses to analyze team performance more thoroughly. You can now get insights into response times, ticket resolution times, customer satisfaction, and other critical metrics to help optimize workflows and improve service levels.</li>
<li><strong>Actionable Insights</strong>: The reports now include actionable insights, recommending specific actions businesses can take to improve team performance and customer service quality.</li>
</ul>
<h3>4. <strong>Automated Ticketing System</strong></h3>
<ul>
<li><strong>Smarter Ticket Creation</strong>: Hiver AI has improved its ability to convert emails into support tickets with more accurate categorization and prioritization. This enhancement ensures that tickets are created automatically for every customer interaction, allowing for easier tracking and resolution.</li>
<li><strong>Ticket Assignment Rules</strong>: New customizable ticket assignment rules allow businesses to automate how tickets are routed to different departments or agents, reducing manual intervention and increasing efficiency.</li>
</ul>
<h3>5. <strong>Collaboration and Communication Improvements</strong></h3>
<ul>
<li><strong>Improved Internal Notes &amp; Comments</strong>: Hiver AI now includes more advanced internal note features, making it easier for teams to collaborate on customer queries without external communication. Agents can now leave more detailed comments and even tag team members for specific follow-ups.</li>
<li><strong>Better Task Management</strong>: With the new update, task management has been enhanced, allowing agents to track assigned tasks more easily and monitor their progress in real-time.</li>
</ul>
<h3>6. <strong>Proactive Customer Engagement</strong></h3>
<ul>
<li><strong>AI-Powered Follow-Ups</strong>: Hiver AI now automatically triggers follow-up emails for unresolved customer issues. This proactive engagement ensures customers aren’t left waiting for a response and improves overall customer satisfaction.</li>
<li><strong>Proactive Ticket Updates</strong>: For longer unresolved tickets, Hiver AI sends automated status updates to customers, keeping them informed and reducing the chances of frustration.</li>
</ul>
<h3>7. <strong>Integration with Third-Party Apps</strong></h3>
<ul>
<li><strong>Expanded Integrations</strong>: Hiver AI now integrates with more third-party tools, including <strong>CRM systems</strong>, <strong>eCommerce platforms</strong>, and <strong>team collaboration tools</strong> like <strong>Slack</strong> and <strong>Trello</strong>. This expansion allows for better synchronization of customer data across systems and seamless workflow management.</li>
</ul>
<h3>8. <strong>User Interface Improvements</strong></h3>
<ul>
<li><strong>Simplified Dashboard</strong>: Hiver AI has redesigned its dashboard to be more user-friendly and visually intuitive. New features make it easier to access key metrics, manage emails, and monitor team performance in real-time.</li>
<li><strong>Customizable Views</strong>: Users can now create custom views based on specific criteria (e.g., by ticket priority, status, or team member), giving them more flexibility in how they manage their workflows.</li>
</ul>
<h3>9. <strong>Mobile App Enhancements</strong></h3>
<ul>
<li><strong>Improved Mobile Experience</strong>: The mobile app has been upgraded with a better user experience, making it easier for support teams to manage emails, tickets, and follow-ups while on the go. Mobile-specific features like push notifications for new tickets or urgent emails have also been improved.</li>
</ul>
<h3>10. <strong>Increased Security and Compliance Features</strong></h3>
<ul>
<li><strong>Enhanced Privacy &amp; Security</strong>: Hiver AI has introduced more robust security features, ensuring that customer data is protected according to industry standards. The platform is now more compliant with data protection regulations like GDPR.</li>
<li><strong>Role-Based Access Control</strong>: The addition of role-based permissions allows administrators to define more granular access to certain features and data, ensuring that sensitive information is only accessible to authorized team members.</li>
</ul>
<h3>11. <strong>Customizable Workflow Automation</strong></h3>
<ul>
<li><strong>Advanced Workflow Automation</strong>: Hiver AI has enhanced its workflow automation capabilities. Users can now create more complex workflows based on triggers, actions, and conditions. This flexibility allows businesses to tailor their email management processes to their specific needs.</li>
<li><strong>AI-Driven Workflow Suggestions</strong>: The system now suggests optimal workflows based on historical data, allowing users to automate tasks more effectively and reducing decision fatigue.</li>
</ul>
<h3>12. <strong>Support for Larger Teams</strong></h3>
<ul>
<li><strong>Scalability for Larger Operations</strong>: Hiver AI has added new features designed to support larger teams with more extensive email management needs. The updates make it easier to assign, track, and resolve emails and tickets in high-volume environments.</li></ul><p>The latest developments in <strong>Hiver AI</strong> focus on enhancing the platform’s <strong>AI-powered automation</strong>, improving team collaboration features, providing more insightful analytics, and ensuring better integration with external tools. These updates aim to streamline workflows, boost productivity, and improve the overall customer experience. Whether it’s improved ticketing, better reporting, or proactive customer engagement, these new developments enhance Hiver’s ability to help businesses deliver exceptional customer service.</p>

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