Hiver in Gmail transforms Gmail into a full-fledged helpdesk. Support teams can manage shared inboxes, collaborate on conversations, automate workflows, and use AI to handle requests faster, all without leaving their inbox.
Hiver Omni is an AI omnichannel customer service platform built for complex support operations. Most helpdesks were designed around a simple model: a ticket comes in, an agent closes it. Hiver Omni, however, is built for support interactions that cross teams, touch multiple systems, and carry significant consequences if handled incorrectly. Key features of Hiver Omni: - Omnichannel capabilities in one workspace: Hiver Omni brings email, live chat, WhatsApp, voice, and a customer portal into a single shared workspace. A customer can start a conversation over email, follow up on chat, and escalate over a call. The full context carries across every touchpoint. - Native Slack support: Most B2B support happens over dedicated Slack channels. With Hiver Omni, customers can raise and track issues without leaving Slack, and for your support team, those conversations come in as structured tickets that can be assigned, tracked, and resolved like any other request. - AI across the support lifecycle: AI agents resolve requests end to end and trigger downstream workflows without any human involvement. When a request does need an agent, AI drafts the response and checks it for quality before it goes out. Managers get continuous QA scoring across the team and automatic flagging of knowledge base gaps, with suggested articles ready to review. - Cross-team collaboration and escalation: Agents can escalate tickets to specific teams, assign owners, and set internal SLAs to track response times across each handoff. Internal notes, linked Jira issues, Slack threads, and Salesforce cases all attach directly to the ticket, so everyone involved works from the same thread. - 360° account-level context, right in the conversation: Support doesn't happen in isolation from the broader account relationship. Every conversation surfaces past interactions, open issues, sentiment trends, and key account details like MRR and renewal timeline, pulled directly from connected CRMs and ERPs. More than 10,000 organizations, including Amplitude, Gusto, and Ping Identity, use Hiver Omni to manage complex support at scale.
Hiver enhances the management of shared inboxes by providing excellent visibility and organization for incoming emails. This tool allows for efficient assignment of tasks to staff, ensuring that requests are completed promptly.
View Full ReviewThe software effectively organizes emails by keeping all messages in the same thread, which simplifies finding previous conversations. This feature is particularly useful for managing communication without sifting through numerous emails.
View Full ReviewHiver Omni effectively consolidates various customer communication channels into a single platform, enhancing team collaboration and productivity. Its user-friendly interface and automation features streamline workflows, although some users may find certain functionalities challenging to master.
View Full ReviewHiver is the agentic customer service platform where teams and AI work together to resolve complex customer issues across channels. Unlike legacy support platforms, where people do most of the heavy lifting to resolve customer issues, Hiver changes how that work gets done. Your team directs AI to handle most of it and steps in only when judgment or approval is needed. Ticketing, cross-team collaboration, and workflows provide the structure, context, and visibility needed to manage each request, while AI investigates issues, takes action, and resolves them end to end under your team’s direction. Hiver comes in two products: Hiver Omni, a dedicated omnichannel platform, and Hiver in Gmail, for teams that want to manage customer support right from their inbox. More than 10,000 teams, including Flexport, Gusto, and Ping Identity, trust Hiver to deliver great customer experiences.