What is Hiver?
Hiver is an AI-powered customer service platform that helps support, finance, and IT teams manage and resolve customer requests across multiple channels. It turns shared inboxes, email, live chat, WhatsApp, and voice into a unified workspace where teams can assign, track, and close tickets without losing conversation context. The platform is built to handle complex, cross-team support operations where standard ticketing tools fall short. It runs inside Gmail as a Chrome extension and also offers a standalone web-based customer service platform, plus iOS and Android mobile apps.
Features & Benefits
- Omnichannel Shared Inbox: Manage customer conversations from email, live chat, WhatsApp, voice, and social media channels inside a single inbox so no request gets lost across channels.
- Ticketing: Assign, track, and resolve customer conversations with designated owners, status tracking, and full conversation history attached to each ticket.
- AI Agents: Deploy autonomous AI agents that handle common requests like order status checks, password resets, and policy questions across all support channels without human intervention; agents can also execute multi-step workflows, trigger API calls, and route tickets based on topic or urgency.
- AI Copilot: Give support agents pre-written reply drafts grounded in past conversations, knowledge base articles, and account history so every response starts with full context in this customer service platform.
- AI QA: Evaluate every agent response automatically for tone, accuracy, and completeness in real time, replacing manual spot-checks with consistent quality scoring across the entire team.
- AI Summarizer: Convert long email threads into short overviews that agents can save as notes, speeding up ticket handoffs and escalations.
- AI Sentiment Analysis: Detect the emotional tone of incoming customer messages automatically so agents can identify and prioritize frustrated or at-risk customers faster.
- AI Tagging: Auto-tag incoming conversations by topic or category to keep the queue organized and feed accurate data into reporting and automation rules.
- AI Extract: Pull key details like order IDs, invoice numbers, or feature requests directly from conversations and push them into automation rules for routing, alerts, and contextual notes.
- AI Thank You Detector: Identify closure phrases like “thanks” or “noted” in customer replies and close conversations automatically to keep the queue clean.
- Workflow Automation: Build rule-based automations that assign conversations, apply tags, send auto-responders, and move emails from individual inboxes to shared inboxes based on sender domain or address — all without writing code.
- Scheduled Automations: Trigger follow-ups, notifications, and actions on specific dates so deadline-sensitive requests never slip through.
- Automatic Assignment: Distribute incoming conversations to team members in round-robin rotation to balance workload evenly across the team.
- Collaboration Tools: Use internal notes, @mentions, shared drafts, collision alerts, and conversation followers so multiple team members can work on the same request without duplicating effort or sending conflicting replies.
- Approvals: Route approval requests from customers, vendors, or employees through a structured workflow directly inside the inbox.
- SLA Management: Set response and resolution deadlines, track compliance in real time, and trigger automatic alerts when an SLA is at risk of being missed.
- Knowledge Base: Build and publish help articles for customer self-service or keep them private for internal agent reference; AI-powered search helps customers and agents find the right answer fast.
- Customer Portal: Give customers a branded portal where they can submit, track, and manage their own support requests in real time.
- Live Chat and Chatbots: Add a live chat widget to your website, route incoming messages automatically, and deploy chatbots to handle repetitive questions before they reach a human agent.
- CSAT Surveys: Send short satisfaction surveys after ticket resolution to collect customer feedback and track satisfaction scores over time.
- Reporting and Dashboards: Track key support metrics with real-time visual reports and build custom dashboards that display performance data across multiple shared inboxes in one view.
- Workload Distribution: Monitor team capacity, visualize individual workloads, and redistribute open tickets to prevent bottlenecks.
- Custom Fields and Custom Objects: Capture specific data points on customer issues using custom fields; import external customer data from CRMs as CSVs to automate tagging and assignment.
- Tags and Views: Categorize conversations with tags based on type or priority, and save filtered ticket views for quick access to the conversations that matter most.
- Contacts: Surface full customer context including past emails, feedback, and account data the moment an agent opens a conversation.
- Mobile App: Access and manage support queues on iOS and Android devices for teams working outside the desktop.
- Integrations: Connect external tools including CRMs, project management platforms, and communication apps to sync updates across teams in real time.
Real-World Applications
Customer support teams handling high volumes of inbound email may find this customer service platform useful for keeping every conversation assigned, tracked, and resolved without requests falling through the cracks. A SaaS company managing billing inquiries, onboarding questions, and bug reports across a shared inbox could use AI Agents to handle common questions automatically and free agents to focus on the requests that need human judgment.
Finance teams managing accounts payable or vendor communications can use Hiver as a customer service platform to organize shared inboxes like ap@ or billing@, build approval workflows, and track response deadlines with SLA rules. An AP team processing vendor payment requests might use AI Extract to pull invoice numbers from emails and route them automatically to the right team member.
IT and internal service desk teams may benefit from the customer service platform’s ticketing, automation, and cross-team collaboration tools to triage employee requests and manage escalations to engineering or facilities. A company handling internal IT requests could deploy AI Agents to resolve common password reset or access requests and escalate only the complex tickets to senior staff.
Logistics and operations teams that coordinate across multiple departments and external partners can use the omnichannel inbox and real-time collaboration features to keep cross-team handoffs visible. A freight operations team managing customer inquiries across email and chat might use AI Sentiment Analysis to flag frustrated shippers and prioritize their cases before churn risk increases.
