Hiver : Transform Gmail into a Helpdesk: Efficient & Easy!

With such a wide range of features, Hiver is definitely tailored to all types of companies. 

For a company with many teams and working remotely, versatility and smooth communication are therefore particularly appreciated.

Our test emphasizes 3 main features.

Hiver revolutionizes the way we handle emails by introducing shared inboxes directly in Gmail. This feature eliminates the need for cc/bcc or forwarding emails, thereby simplifying internal communications. 

Instead of having emails scattered across individual inboxes, a shared inbox brings them all into a central place. This makes it easier for us to manage and respond to emails collaboratively. Additionally, all team members with access to the shared inbox can see which emails have been responded to and which are pending. This provides a transparent view of the workload and helps in better distribution.

We are also able to write notes alongside emails, which improves our internal communication and drastically reduces clutter.

In addition, using tags makes the categorization process easier, which leads to a more efficient and quick tracking of emails. 

The email delegation and tracking feature enhances our productivity as a team, we are managing more efficiently our email boxes and our communication. 

Team leaders and members can assign emails to specific users directly within Gmail. This process is similar to assigning tasks, where each email becomes the responsibility of the designated team member. 

Once an email is assigned, it’s clear who is responsible for responding. This eliminates confusion and ensures that no email is overlooked or answered twice. Delegated emails can be moved out of the main inbox to the assigned person's inbox, helping to keep the main inbox less cluttered and more manageable.

Hiver allows us to track the status of each email. For instance, we can see whether an email is open, pending, or closed. This feature provides a clear overview of the workflow and helps in monitoring progress.

Finally, we can set up rules to automatically route certain types of emails to specific team members or groups. This automation saves time and ensures the right person is handling the email.

Data-driven insights are crucial for optimizing team performance, and Hiver offers comprehensive analytics and reporting tools. These features provide us with an in-depth understanding of how our team handles email communication. 

We have metrics to evaluate team performance, such as the response time, the resolution time, or the email volume. Thanks to those, we can track how quickly our team members respond to emails, which gives room for improvement in customer support and internal communication efficiency. 

We also took a look at bottleneck identification, as Hiver helps in identifying bottlenecks in the email management process. We can understand how our traffic goes, as it could be related to specific types of queries, times of day with high email volumes, or particular team members needing support.

With customizable reports, we focus on the metrics most relevant to our team’s objectives. The timeframe can be customized, select specific metrics, and choose the format of the report.

Overall, Hiver's analytics and reports feature is a powerful tool to monitor, analyze, and optimize email communication processes. By having access to detailed data, we improve the decision-making process, adjust our strategies, and improve overall productivity.