Hiver vs. Open Social

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

• 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

• 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

Easy to use

Support is there, can be slow at times.

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

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

Incentivized