Hiver
Gmail-based Customer Support & Collaboration
About Hiver
Hiver is a customer service platform built directly into Gmail, transforming email inboxes into powerful collaboration hubs without requiring users to learn new software or leave their familiar Gmail interface. Founded in 2011 and trusted by over 2,000 companies worldwide including Flexport, Upwork, and Harvard University, Hiver enables teams to manage shared inboxes like support@, info@, and sales@ with unprecedented efficiency. The platform provides email assignment and delegation, collision detection to prevent duplicate responses, SLA management with automatic escalations, saved replies for common questions, and comprehensive analytics tracking team performance. Hiver extends beyond email to support multi-channel communication including live chat, WhatsApp, phone, and knowledge base management, creating a unified customer communication platform. With native Gmail integration requiring no context-switching, teams can collaborate on emails with @mentions, internal notes, and task assignments while maintaining a single source of truth. The platform includes automation rules to route emails based on keywords or senders, collision alerts showing when teammates view the same email, and customizable workflows supporting various business processes. Hiver serves over 1,500 companies across industries, processing millions of customer conversations monthly while maintaining SOC 2 Type II compliance and enterprise-grade security standards.
✨ Key Features
- ✓ Shared Inbox Management - Manage team emails in Gmail
- ✓ Email Assignment - Delegate emails to team members
- ✓ Collision Detection - See who is viewing emails
- ✓ SLA Management - Track response and resolution times
- ✓ Saved Replies - Templates for common responses
- ✓ Internal Notes - Collaborate with @mentions
- ✓ Multi-Channel Support - Email, chat, WhatsApp, phone
- ✓ Email Analytics - Track team performance metrics
- ✓ Automation Rules - Auto-route based on criteria
- ✓ CSAT Surveys - Measure customer satisfaction
- ✓ Knowledge Base - Self-service support portal
- ✓ Live Chat Widget - Real-time website support
- ✓ WhatsApp Integration - Support via WhatsApp
- ✓ Phone Integration - Call management in Gmail
- ✓ Custom Views - Filter and organize emails
- ✓ Mobile Apps - Manage on iOS and Android
- ✓ Tags & Labels - Categorize conversations
- ✓ Report Scheduler - Automated reports
- ✓ API Access - Custom integrations
- ✓ SSO & SAML - Enterprise authentication
⚖️ Pros & Cons
👍 Pros
- ✓ Works directly in Gmail - no new platform to learn
- ✓ Over 2,000 companies trust Hiver worldwide
- ✓ Multi-channel support (email, chat, WhatsApp, phone)
- ✓ Collision detection prevents duplicate responses
- ✓ Comprehensive SLA management with auto-escalations
- ✓ Native mobile apps for on-the-go management
- ✓ Saved replies save time on common questions
- ✓ Robust analytics and reporting capabilities
- ✓ Automation rules reduce manual work
- ✓ SOC 2 Type II compliant with enterprise security
- ✓ 7-day free trial to test features
- ✓ Excellent customer support and onboarding
- ✓ Integrates with major CRM and productivity tools
- ✓ Custom workflows support various processes
- ✓ Knowledge base for self-service support
👎 Cons
- ✗ Requires Google Workspace (Gmail)
- ✗ Learning curve for advanced features
- ✗ Pricing can be high for large teams
- ✗ Some features only on higher tiers
- ✗ Email-centric - not ideal for non-Gmail teams
- ✗ Mobile app has fewer features than desktop
- ✗ Automation rules can be complex to set up
- ✗ Limited customization on lower plans
- ✗ No free plan - only trial
- ✗ WhatsApp integration requires Business plan
💡 Use Cases
Customer support team inbox management
Sales team lead distribution and tracking
HR managing recruiting and employee inquiries
Finance handling billing and payment questions
Operations coordinating with vendors
Marketing managing campaign inquiries
IT support ticket management
Account management client communication
Executive assistant email coordination
Multi-location team collaboration
Franchise support operations
Non-profit donor communication
Educational institution inquiries
Healthcare patient communication
Real estate client management
🎯 Who Should Use This Tool
Customer support teams using Gmail for shared inboxes, sales teams managing lead inquiries, HR departments handling employee questions, operations teams coordinating with vendors, small to mid-sized businesses seeking email collaboration, enterprises requiring Gmail-based support solutions, remote teams needing centralized communication, service businesses managing client emails, and any organization wanting to turn Gmail into a powerful customer service platform.
💰 Pricing Information
Lite: $15/user/month - Shared inbox, email assignments, notes, basic analytics. Pro: $39/user/month - SLAs, automations, collision detection, multi-channel support. Elite: $59/user/month - Advanced analytics, unlimited automations, priority support. Enterprise: Custom pricing - Dedicated success manager, custom integrations, advanced security. 7-day free trial available.
📊 Performance Metrics
🔒 Security & Privacy
Hiver implements enterprise-grade security with SOC 2 Type II compliance, GDPR compliance, and encryption in transit and at rest. The platform uses OAuth 2.0 for secure Gmail access without storing passwords. Data is stored on secure AWS infrastructure with regular backups. Role-based access controls ensure proper permissions. SSO and SAML supported for enterprise authentication. Two-factor authentication available. Regular security audits conducted. Privacy policy clearly defines data handling. Business Associate Agreements available for HIPAA compliance.
🔄 Alternatives
Help Scout
Front
Gmelius
Missive
Drag
Zendesk
Freshdesk
Intercom
⭐ User Reviews (0)
Login to ReviewNo reviews yet. Be the first to share your experience!
