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Hiver
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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 Reviews
Verified User in Consumer Services
A Great Way to Organize Customer Emails with Tags and Comments
Verified User in Financial Services
Great for Sharing Email Threads, but Notifications Feel Messy
Meg A.
Great for program emails
About
Hiver | The Agentic Omnichannel Customer Service Platform
Hiver is the agentic omnichannel customer service platform where teams resolve complex support requests with AI Agents, cross-team collaboration, workflows, and ticketing. Hiver comes in two products: Hiver Omni, a dedicated agentic omnichannel platform, and Hiver in Gmail, which runs inside your inbox. Teams use Hiver to run agentic support. AI Agents understand intent, run multi-step procedures, and resolve requests end to end, including the edge cases that span several systems. On requests that need judgment, AI Agents do the groundwork alongside your team: pulling similar issues, drafting replies, and taking actions as directed. Hiver is built for companies of every size, across teams like Support, Success, Finance, and HR. More than 10,000 teams, including Flexport, Gusto, Ping Identity, and Epic Games, trust Hiver to deliver support that wins customers for life.