Hiver
Business Profile
Core Value Proposition
Hiver provides an AI-powered customer service platform that unifies email, live chat, and other support channels within a familiar inbox, with AI-assisted responses, automation, and analytics.
Target Customer
Customer support teams, finance teams, ITSM, and human resources teams in organizations; industries spanning technology/software, healthcare, education, logistics, travel/hospitality, and manufacturing.
Key Differentiator
An AI-first platform embedded in a familiar inbox experience, offering 100+ app integrations, AI training in under 15 minutes, and omnichannel support with collaborative workflow automation.
Implementation Timeline
AI can be trained on past conversations, help articles, and custom data in under 15 minutes; free trials available (7 days) to start evaluating value quickly.
Pain Points
- 1Missed or fragmented queries across multiple channels and inboxes
- 2Slow response and resolution times due to switching tools and inefficient collaboration
- 3Disparate data across apps making it hard to view customer data, track performance, and enforce SLAs
Key Features
- 1Shared Inbox / easy-to-use ticketing within a familiar inbox
- 2AI-powered responses and chatbots for self-service
- 3Omnichannel Inbox (email, live chat, WhatsApp, etc.)
- 4Collaboration features (Shared Drafts, @mentions, internal Notes)
- 5Workflow Automation for routing, categorization, and actions
- 6100+ app integrations to view/edit customer data without switching tabs
- 7Knowledge Base and Customer Portal for self-service
- 8Analytics and CSAT feedback tracking
- 9SLA targets and approvals
Target Customer Industries
Decision Makers
- 1Ocean Freight Operations Manager
- 2Interim Manager of Student Success
- 3Sr. AP Specialist at Ping Identity
- 4Co-owner
- 5Project Manager
- 6Business Development
Client Results
- 150% decrease in email resolution time
- 290% increase in productivity
- 365% reduction in resolution times
- 4100% SLA success rate
- 5100% increase in productivity
Competitive Advantages
- 1Familiar inbox-based UX (easy to get started)
- 2AI-powered automation to scale support and reduce manual work
- 3Extensive integrations with 100+ apps
- 4Omnichannel support in one platform with collaborative features
- 5Real-time analytics and SLA management
- 6Strong onboarding and 24/7 support across plans
Key Benefits
Case Studies & Success Stories
Ocean Freight Case Study
Nathan Strang, Ocean Freight Operations Manager, cites a 50% decrease in email resolution time and improved visibility into resolution processes.
Student Success Case Study
Emma Minnis, Interim Manager of Student Success, notes improved inbox reliability and a 90% increase in productivity.
Ping Identity Case Study
Jill Tarnoff, Sr. AP Specialist, reports a 65% reduction in resolution times and faster processing of vendor payments.
Business Development Case Study
David Pinto notes improved visibility into email volume and issues, with faster operational task completion.
Co-owner Case Study
Luke Thompson highlights a 100% increase in productivity after adopting Hiver.
Additional Product Information
Product Description
An AI-first customer service platform that unifies email management, live chat, and other support channels into a single, familiar inbox; includes AI-assisted responses, collaboration tools, workflows, and extensive integrations.
Target Market
Organizations needing to streamline multi-channel customer support and internal workflows; teams across customer service, finance, ITSM, and HR in various industries (tech/software, healthcare, education, logistics, travel/hospitality, manufacturing).
Unique Value Proposition
As easy to use as your inbox, but powerful enough to automate, scale, and blend multi-channel support with AI, integrations, and analytics—all in one platform.
Technical Requirements
Web-based platform with a Gmail/Outlook-like inbox; Chrome extension for Gmail; integrations with 100+ apps (e.g., Asana, Jira, etc.); standalone web app in development; desktop/web access supported via browser extensions
Pricing Model
Plans start at $19 per month; unlimited users on the Free plan; no credit card required for Free; 7-day free trial available; free onboarding and 24/7 support on all plans
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