Quick facts
- Best for
- AI-powered customer service, built inside Gmail.
- Pricing
- Paid
- Editor rating
- 5 / 5
- Community saves
- 5
About Hiver
Hiver is an AI-driven platform designed to streamline customer service operations and unify all service channels, apps, and customer context. This platform, offering an easy-to-use interface, incorporates assistive and agentic AI capabilities for modern customer service management. The AI-powered tool includes features like AI Agents designed for tasks, workflow orchestration across multiple systems, and context-aware responses. The platform also includes AI copilot and AI QA facilities, promising smart and seamless support operations. Hiver's AI solution also provides triaging, routing, and data extraction functionalities for enhanced efficiency. Moreover, it supports the creation or updating of records in any system, conducive for actions like automated order processing. The platform boasts an AI-powered knowledge hub, which stays current by checking every resolved ticket against your knowledge and automatically updating it. Hiver gives users full control over when the AI steps in and allows for monitoring of all conversations. In addition to these, the platform enables cross-team collaboration, omnichannel helpdesk, and insights driven by AI. It's geared towards several industries, including technology and software, healthcare, and logistics, and it's designed to cater to various teams, like Customer Support, Finance, ITSM, and Human Resources.
Pros
- Integrates all service channels
- Context-aware customer service
- Automated task handling
- Multi-system orchestration
- Initiates actions across platforms
- Rule-based workflows
- Smart issue resolution
- Integrated omnichannel helpdesk
- Quality Assurance capability
- Ticket triaging and routing
- Automated order processing
- Creation/updating records in any system
Cons
- Lacks native mobile application
- Limited API functionality
- Limited customization options
- Not applicable for non-Gmail users
- No live chat feature
- Limited third-party integrations
- Knowledge Base reliant on ticketing
- Dependent on other CRM systems
- Over-reliance on rule-based workflows
- No offline mode available