
Hiver
Sobre o Hiver
O Hiver é um suporte técnico criado para o Google Workspace. Ajuda as equipes a oferecer um atendimento ao cliente rápido e empático, diretamente da ferramenta com a qual já estão familiarizadas: o Gmail.
Isso significa que podem atribuir, rastrear e colaborar em e-mails de clientes, bem como executar as análises e automações avançadas da interface do Gmail, sem sacrificar qualquer tempo com o aprendizado de um novo software ou a troca de guias.
O Hiver ajuda mais de 1.500 empresas, desde empresas unicórnios inovadoras até tradicionais, a oferecer uma melhor experiência aos clientes. Empresas como Canva, Lonely Planet, Flexport, Pluralsight, Oxford Business Group e Upwork, entre outras, usam o Hiver.
O Hiver tem todos os recursos avançados de um suporte técnico, mas com a simplicidade do Gmail. Aqui estão alguns:
PRINCIPAIS RECURSOS
Alertas de colisão: seja alertado quando alguém estiver respondendo a um e-mail. Evite respostas duplicadas e conflitantes.
Tags de e-mail: ajude a organizar os e-mails por categorias com as tags de e-mail para caixas de entrada compartilhadas.
Atribuição automática: atribua automaticamente e-mails à equipe de maneira circular para respostas mais rápidas.
Modelos de e-mail: salve respostas prontas como modelos. Compartilhe-os com a equipe.
Horário comercial e contrato de nível de serviço (SLA, na sigla em inglês): defina a expectativa certa para a equipe. Nunca deixe a peteca cair no que diz respeito a consultas dos clientes.
Análise: acompanhe todas as principais métricas de atendimento ao cliente. Identifique áreas de melhoria e corrija-as.
Pesquisas com clientes (CSAT): avalie a satisfação do cliente enviando uma breve pesquisa no final dos e-mails.
Distribuição da carga de trabalho: otimize a carga e trabalho da equipe com um único clique.
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Avaliações
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- Setor: Serviços e tecnologia da informação
- Porte da empresa: 11–50 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Hiver has been a game changer our account management team!
Avaliado em 10/09/2019
Vantagens
Hiver has made it so much easier for our client-facing teams to collaborate with each other and better serve all of our clients' needs. Everybody can see all the emails coming in, leave internal notes for each other, mark emails as pending/closed, use templates...the list goes on. It's been a huge game changer!
Desvantagens
I wish we could use Hiver for even more. Everything about it is great, including amazing customer service, and so now I want to get rid of our other software/integration app providers and just use Hiver exclusively.
Alternativas consideradas
Zendesk SuiteRazões para mudar para o Hiver
Hiver integrates with Gmail right in your inbox so you don't have to have multiple windows and apps open at the same time. It's all in one-place and it's affordable!- Setor: Indústria farmacêutica
- Porte da empresa: 11–50 funcionários
- Usado Diariamente durante 6 a 12 meses
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 7.0 /10
Easy implementation and roll out
Avaliado em 08/03/2023
Very good, have successfully implemented for customer support, and roll out went really well. For...
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)
Vantagens
Integration into existing email platform
Desvantagens
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)
Razões para mudar para o Hiver
Cost and integration with existing email platform- Usado Diariamente durante 1 a 5 meses
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 0.0 /10
Awful experience!!! After integrating this tool, my clients stopped receiving my emails.
Avaliado em 04/03/2018
None. Hiver completely derailed our operations at a period of peak media coverage.
None. Hiver completely derailed our operations at a period of peak media coverage.
Vantagens
Hiver features initially seemed great. I was eager to make use of their promised benefits. Unfortunately, Hiver completely halted our operations for over a week and lost us a great deal of business. Throughout it all, their team was unapologetic and dismissive of the role that Hiver had in derailing our email communications with clients. Rather than seeing this as an opportunity to resolve and repair clear technical defects, they blatanly blew off our repeated requests for support.
Desvantagens
I tested out many collaborative email tools before deciding to go with Hiver. I was impressed by the intuitive design, canned response functionality and mobile app. Unfortunately, several days after installing the tool, we began to suspect that our clients were not receiving our emails consistently. I reached out to Hiver several times over the course of a few days and received no response. This lapse in email functionality coincided with some significant and favorable press coverage - our site traffic was nearly double what it normally was - and yet we went for 10 entire days without a single new client at a time when we would normally have 10-15 new clients typically. I tried for an entire week to engage help from the Hiver team. They insisted - and continue to insist- that their tool does not impact email sending functionality. I would beg to differ. As soon as I uninstalled Hiver, my communications with clients returned to normal. On a final note, to top this off, my team and I are 3 women. When we called Hiver's India-based support team, they were loudy making obvious, derogotary remarks about our being female and unable to understand their tool - calling us 'Dumb Blondes'. Highly inept and unprofessional team. Also worst nightmare for a growing startup!
- Setor: Tradução e localização
- Porte da empresa: 2–10 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Hiver is the absolutely best Shared Inbox service and helped us optimizing our workflows by...
Avaliado em 29/06/2020
We tried several providers of Shared Inboxes and we ended up staying with Hiver for the solely...
We tried several providers of Shared Inboxes and we ended up staying with Hiver for the solely reason that they choose to focus on the core aspects of mail management and not various other features, that businesses at our size usually use other Sales or Project services for. We have used Hiver for more than a year now and it has so far saved us from hundreds of hours by providing us with a great overview and management of all incoming mails/task to be taken care of. The service is not the cheapest on the market, but it's absolutely worth every penny. Hiver has given us the opportunity to work more effective, close deals faster, collaborate better resulting in overall higher turnover since we started using the tool. It integrates smoothly with G Suite and we would highly recommend this tool for any business.
Vantagens
The mail management part is alfa omega. Its the core of this service, that makes it stand out from competitors. This tool allows you to manage hundreds of mails weekly without losing the overview. It integrates smoothly with G Suite, so are you already comfortable with Gmail, then you cannot miss Hiver!
Desvantagens
Setting rules for the automations could be optimized to handle more criteria and it would be great to be allowed to bulk add email adresses instead of manually adding one by one. It works though and its great.
Razões para escolher o Hiver
Gmelius had too many bugs. I wrote the support constantly and many of the features I needed were still on their roadmap. I believe Gmelius is a great mail management tool, but they need more development before they are able to compete with Hiver.Razões para mudar para o Hiver
We tested all products out and evaluated them on the same criterias. Ease of use, integration, features, core focus and Hiver scored highest apparently.- Setor: Publicidade e marketing
- Porte da empresa: 11–50 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Easy Email Management
Avaliado em 23/06/2020
Great overall experience that has helped us become more efficient and communicate very effectively.
Great overall experience that has helped us become more efficient and communicate very effectively.
Vantagens
Hiver is a great way to manage a shared inbox efficiently and integrates easily with Gmail. Our team is able to assign emails, share notes, and easily see a chain of communication ensuring all incoming enquiries are dealt with quickly and efficiently.
There are easy ways to set up template copy too, accessible to the whole team.
Desvantagens
No cons, it's good to be aware that once an email is assigned to a staff member, you won't see this email thread again unless you actively search for it.
Perguntas frequentes sobre o Hiver
Abaixo estão algumas perguntas frequentes sobre o Hiver.P: Que tipo de planos o Hiver oferece?
O Hiver oferece os seguintes planos de pagamento:
- A partir de: US$ 19,00/mês
- Modelo de preços: Versão gratuita, Assinatura
- Avaliação gratuita: Disponível
P: Quem costuma usar o Hiver?
Os clientes habituais do Hiver são:
Profissional autônomo, 2–10, 11–50, 51–200, 201–500, 501–1.000, 1.001–5.000
P: Em que idioma o Hiver está?
O Hiver está nos seguintes idiomas:
inglês
P: O Hiver é compatível com dispositivos móveis?
O Hiver é compatível com os seguintes dispositivos:
Android (celular), iPhone (celular)
P: O Hiver se integra com quais outros aplicativos?
O Hiver se integra com os seguintes aplicativos:
Aircall, Asana, Jira, Slack, WhatsApp, Zapier
P: Que nível de suporte o Hiver oferece?
O Hiver oferece as seguintes opções de suporte:
Email/Help Desk, FAQs/Fórum, Base de conhecimento, Suporte por telefone, Assistência 24/7, Bate-papo
Categorias relacionadas
Veja todas as categorias de software encontradas para Hiver.
- Sistemas de Atendimento ao Cliente
- Software de Gerenciamento de Email
- Sistemas de Gestão de Reclamações
- Ferramentas de Colaboração
- Sistemas de Help Desk
- Software para Trabalho Remoto
- Software de Chat ao Vivo
- Software de Base de Conhecimento
- Sistemas de Suporte ao Cliente
- Sistemas de Monitoramento de Problemas
- Software ITSM