Customer service teams are drowning in ticketing tools that feel disconnected, overly complex, or painfully clunky. From missed emails to siloed chats, support quality suffers—and so does customer satisfaction. What businesses really need is a unified, intuitive solution that works right where support happens most: the inbox.
Hiver
Hiver is an AI-first customer service platform that transforms your existing Gmail or Outlook inbox into a powerful, multi-channel helpdesk—without the steep learning curve. Trusted by 10,000+ teams across the globe, Hiver helps you manage support emails, live chat, voice calls, and even WhatsApp from a single, familiar interface.
Teams using Hiver gain a competitive advantage through faster ticket resolution, reduced operational overhead, and dramatically improved customer experiences. Whether it’s assigning and tracking emails, integrating AI-powered chatbots, or collaborating in real time across departments, Hiver simplifies support while making it smarter. With unlimited users on the free plan, zero setup friction, and enterprise-grade AI on every plan, it’s no wonder brands like Flexport, Upwork, and NYU rely on Hiver daily.
Hiver Features
Here’s a breakdown of the platform’s most powerful features:
AI Copilot: Use AI to instantly draft replies, deflect repetitive tickets, and offer resolutions based on historical context—all without agent effort.
Analytics: Access built-in dashboards to track performance, monitor SLAs, and optimize your customer service operations in real time.
Collision Alerts: Avoid duplicate responses with real-time alerts when two agents are viewing or responding to the same conversation.
Customer Portal: Give customers a branded self-service area where they can raise tickets, track progress, and access relevant support articles.
Hiver AI: Let Hiver draft emails, summarize threads, and automate resolution paths with contextual intelligence tailored to your past interactions.
Integrations: Connect with 100+ tools like Salesforce, HubSpot, and Shopify to unify customer data and streamline workflows directly within Hiver.
Knowledge Base: Build an organized library of help content that integrates into chat, the customer portal, and agent workflows.
Mobile App: Resolve tickets on the go with Hiver’s mobile app for iOS and Android—perfect for distributed or hybrid teams.
Reporting: Track productivity, SLA adherence, and customer satisfaction (CSAT) metrics to measure impact and surface improvement areas.
Shared Inbox: Turn emails like help@ and support@ into collaborative spaces with assignment tools, @mentions, shared drafts, and templates.
SLAs: Stay on target with automated reminders and real-time alerts to ensure customer queries are addressed within expected timeframes.
Ticketing: Convert emails into trackable tickets, assign ownership, and monitor resolution from start to finish—right inside your inbox.
Workflows: Automate repetitive tasks like ticket routing, status updates, and escalations with rule-based logic that saves time and reduces errors.
Whether your support team is managing finance inboxes, IT requests, or real-time chat with customers, Hiver ensures consistency, accountability, and efficiency. Everything stays centralized, so your team can focus on what matters: helping customers, not managing tools.
Getting started with Hiver takes less than five minutes. There’s no steep learning curve because it works inside Gmail and Outlook—interfaces your team already knows. Just connect your inbox, invite your team, and start assigning and tracking tickets right away. Setup assistance and onboarding are free across all plans.
With Hiver, we’ve stopped missing emails, and I have better visibility into their resolution. It’s essentially like having an additional person on my team.
Nathan Strang, Ocean Freight Operations Manager, Flexport
If you’re ready to modernize your customer support and empower your team with AI superpowers, now’s the time. Start for free—no credit card needed.
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Originally Published on Martech Zone: Hiver: Boost Team Productivity by 90% With AI-Powered Support