Gorgias vs. Hiver

Gorgias is one of the easiest platforms I've used, as it was easy to navigate. You can customize your views so you can easily track them. The shared views are also specific and convenient. The search button is also one thing I like, as it easily shows what you're looking for with just keywords, email addresses, or any information.

Incentivized

For group emails where follow ups are necessary and tracking the progress of team members is a must, Hiver is a good fit. We have 5 different companies where all the AP flows into 1 group email. This group email is then monitored and the work is delegated to the correct assignee to address those emails.

Incentivized

• Gorgias AI, it able to replied to tickets with the brand of voice and the approached that aligned with our brand voice.
• Integrations that can be connected to multiple shopify stores, including messaging channels.
• Auto tagging on ticketing better categorizing when search.

Incentivized

• Manage support emails with more transparency than Gmail Groups.
• Reduces learning curves and boosts productivity by allowing users to function inside the gmail service they are already familiar with.
• Ttracking email status (open, pending, closed) helps ensure customer satisfaction.
• And CSAT follows up to ensure the customer was satisfied with the help they received.

Incentivized

• Maybe in sending our response, it would be nice if the undo button was longer than 5 seconds.
• Alt + enter should be disabled as we could accidentally press this, and the emails are automatically sent.

Incentivized

• export the rules and import rules
• bulk update of the rules, one assignee is no longer here we have to go into each rule individually and update
• adding custom status, integrating with other 3rd party apps so the status can be changed by their triggers

Incentivized

It's pretty straightforward, but it does take a little getting used to for many people. I would almost recommend having an "expert" have someone sitting nearby to coach the user for their first experiences with the software, as well as setting options to be limited. As otherwise, there can be moments that are just too much at once for some users

Incentivized

Easy to use

Support is there, can be slow at times.

We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now

Incentivized

True ticketing solutions are certainly more robust in that you can typically manage social media channels and phones, etc. But, in my opinion, when you don't have a team solely responsible for managing a ticketing system they can be complicated to implement. With HIVER, we're already all accustomed to managing our own G-Suite inbox, so it was simply a matter of teaching the team how to utilize the solution.

Incentivized

• Drastically reduced our response time from 2 business days, to 2 hours on average.
• Made it easier to sync data for damaged item, allowing us to better understand damages.
• Allowed us to easily see that statistics of what kind of issues we are seeing from our customers.

Incentivized

• Hiver has increased our ability to get back to tickets from customers more quickly.
• Hiver has helped our customer service rating.

Incentivized