Hiver Customer Reviews 2025 | Customer Service

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Hiver

Composite Score

7.3 /10

CX Score

8.0 /10

10 Reviews Write a Review

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What is Hiver?

Hiver is a helpdesk built for Google Workspace. Hiver helps teams deliver fast and empathetic customer service, right from the tool they are already familiar with - Gmail. This means they can assign, track, and collaborate on customer emails, as well as run the most advanced analytics and automations from the Gmail interface, without sacrificing any time on learning new software or switching tabs.

Company Details

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Hiver Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

77 Likeliness to Recommend

100 Plan to Renew

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+96 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Hiver?

0% Negative

0% Neutral

100% Positive

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Unique Features

Feature Ratings

Average 79

Customer Service Workflow Management

Agent Collaboration

Agent Scripting

Intelligent Search

Customer Self Service Capabilities

Customer Community Management

Contact Center Integration

Multi Channel Support

Customer Service Knowledge Management

Analytics and Reporting

Mobile Customer Care

Vendor Capability Ratings

Average 78

Ease of Implementation

Ease of Customization

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Vendor Support

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Hiver Reviews

Damilola O.

Role: Operations
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2025

A productivity boost for team email

Likeliness to Recommend

7 /10

What differentiates Hiver from other similar products?

Hiver's shared inbox feature lets teams assign, monitor, and collaborate on customer emails efficiently. Collision Alerts prevent multiple agents from responding to the same email, ensuring streamlined communication.

What is your favorite aspect of this product?

Teams enjoy the ability to assign emails, track progress, and collaborate efficiently within a shared inbox.

What do you dislike most about this product?

Some users find the platform's customization options limited, particularly in terms of workflow automation and reporting

What recommendations would you give to someone considering this product?

Since Hiver integrates seamlessly with Gmail and Google Workspace, consider if this integration is beneficial for your workflow

Pros

Reliable
Trustworthy
Unique Features
Effective Service

Ashanda E.

Role: Human Resources
Industry: Government
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2025

Practical Tool That Fits Right Into Gmail

Likeliness to Recommend

7 /10

What differentiates Hiver from other similar products?

Hiver stands out because it keeps everything inside Gmail. Instead of switching between different tools, I can manage shared inboxes, assign tasks, track conversations, and see who’s working on what all in the same place I already use every day. It just feels lighter and more natural compared to other help desk tools that require a full dashboard.

What is your favorite aspect of this product?

My favorite thing about Hiver is how easy it makes teamwork. I love that I can tag a teammate, leave a quick note, or assign an email without it feeling complicated. It keeps our workflow smooth and saves me a lot of back-and-forth.

What do you dislike most about this product?

What I dislike most is that it can get a bit slow when there are many emails coming in at once. Nothing major, but the lag can interrupt the flow when I’m trying to clear my queue quickly.

What recommendations would you give to someone considering this product?

I’d say give it a try if you want something simple and easy to blend into your daily email routine. It works best for teams that already live in Gmail and want a cleaner way to manage shared inboxes. Just start with the basics, explore the features slowly, and you’ll get the value pretty quickly.

Pros

Enables Productivity
Efficient Service
Acts with Integrity
Client's Interest First

Upasana N.

Role: Sales Marketing
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2024

Hiver is extremely easy to use.

Likeliness to Recommend

10 /10

What differentiates Hiver from other similar products?

you can only share an entire inbox, while Missive allows you to share single emails.

What is your favorite aspect of this product?

Hiver is extremely easy to use. We were able to hit the ground running right from day one. Plus, their customer service is fantastic!

What do you dislike most about this product?

frequently changing their plans

What recommendations would you give to someone considering this product?

Discover eight powerful and proven strategies to effectively follow up with prospects and turn leads into loyal customers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Hiver

What is Hiver?

Company Details

Book a Free Demo Today!

Hiver Ratings

77 Likeliness to Recommend

100 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love Hiver?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Community Management Creation and management of branded and focussed user communities.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Hiver Reviews

Damilola O.

A productivity boost for team email

Likeliness to Recommend

Pros

Ashanda E.

Practical Tool That Fits Right Into Gmail

Likeliness to Recommend

Pros

Upasana N.

Hiver is extremely easy to use.

Likeliness to Recommend

Pros

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Feature Ratings

Customer Service Workflow Management

Agent Collaboration

Agent Scripting

Intelligent Search

Customer Self Service Capabilities

Customer Community Management

Contact Center Integration

Multi Channel Support

Customer Service Knowledge Management

Analytics and Reporting

Mobile Customer Care

Vendor Capability Ratings

Ease of Implementation

Ease of Customization

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Vendor Support

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement