Hiver

Hiver Overview

Hiver is your go-to modern AI-powered customer service platform, designed to make delivering exceptional service feel effortless. It empowers teams to manage customer interactions across all channels, leveraging intelligent AI agents to handle routine tasks and busywork, freeing up your team to focus on meaningful customer engagement. Experience endless possibilities with one comprehensive AI platform.

Hiver Key Features

• AI-Powered Customer Support: Utilize Hiver AI for intelligent query resolution, automated ticket triage, smart routing, and an AI Copilot that assists agents with drafting replies, suggesting next steps, and analyzing sentiment.
• Omnichannel Shared Inbox: Centralize all customer conversations from email, live chat, and other channels into a single, collaborative inbox, ensuring your team has a unified view and nothing falls through the cracks.
• Advanced Ticketing System: Efficiently assign ownership, track support requests, and manage customer conversations across various channels with Hiver's modern and intuitive ticketing capabilities.
• Live Chat with AI Chatbots: Provide instant 24/7 support using AI Chatbots that learn from your conversations and knowledge base, alongside rule-based chatbots to handle common inquiries and deflect basic questions.
• Workflow Automation: Automate routine tasks such as routing conversations, categorizing them, and performing specific actions to significantly streamline your support operations and boost efficiency.
• Self-Serve Customer Portal & Knowledge Base: Empower your customers with a personalized portal where they can raise, manage, and track their issues in real-time, complemented by a comprehensive knowledge base for instant answers.
• Enhanced Team Collaboration: Work together seamlessly on customer interactions using shared drafts, @mentions, and internal notes, fostering better teamwork and eliminating messy email forwards.
• Comprehensive Analytics & Reporting: Gain valuable insights into key metrics like response times, support volume, ticket trends, and customer feedback, allowing you to continuously monitor and improve service quality.
• Seamless Integrations: Connect Hiver with over 100 popular third-party applications, enabling you to view, edit, and update data directly within Hiver without needing to switch between different tabs or tools.
• SLA Management & Approvals: Set and track service level agreements (SLAs) to ensure your team meets service targets, and efficiently manage internal approval workflows for various tasks and requests.