TrustRadius: an HG Insights company

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Hiver

    Score7.7 out of 10
    N/AHiver is a customer service platform that brings together communication channels, apps, and data to improve customer support operations. Hiver enables real-time collaboration across every customer communication channel, offering AI and automation to resolve issues and help teams work faster. Hiver states that over 10,000 teams of all shapes and sizes globally from Flexport to Harvard University, Vacasa, and Epic Games rely on Hiver to deliver support that wins and retains customers for…

    $24

    per month per user

    Zendesk Suite

    Score8.8 out of 10
    N/AZendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

    $69

    per month per agent

    Pricing
    HiverZendesk Suite
    Editions & Modules
    Lite
    $24
    per month per user
    Growth
    $34
    per month per user
    Pro
    $59
    per month per user
    Elite
    Contact Sales
    Suite Team
    $69
    per month per agent
    Suite Growth
    $115
    per month per agent
    Suite Professional
    $149
    per month per agent
    Suite Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    HiverZendesk Suite
    Free Trial
    YesYes
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    YesYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details20% discount for annual pricing.20% discount available with annual pricing.
    More Pricing Information
    Community Pulse
    HiverZendesk Suite
    Considered Both Products
    Hiver
    Chose Hiver
    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 …
    Incentivized
    Zendesk
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    HiverZendesk Suite
    Incident and problem management
    Comparison of Incident and problem management features of Hiver and Zendesk Suite
    Feature
    Hiver
    9.0
    4 Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets9.04 Ratings9.1153 Ratings
    Ticket creation and submission9.04 Ratings9.3153 Ratings
    Ticket response9.04 Ratings9.3152 Ratings
    Expert directory00 Ratings8.3102 Ratings
    Subscription-based notifications00 Ratings8.6106 Ratings
    ITSM collaboration and documentation00 Ratings8.5104 Ratings
    Self Help Community
    Comparison of Self Help Community features of Hiver and Zendesk Suite
    Feature
    Hiver
    8.0
    1 Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base8.01 Ratings8.5133 Ratings
    Internal knowledge base8.01 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Hiver and Zendesk Suite
    Feature
    Hiver
    8.5
    4 Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal8.01 Ratings9.2121 Ratings
    Email support9.04 Ratings9.4147 Ratings
    IVR00 Ratings8.659 Ratings
    Social integration00 Ratings8.697 Ratings
    Help Desk CRM integration00 Ratings9.2112 Ratings
    User Ratings
    HiverZendesk Suite
    Likelihood to Recommend
    8.0
    (4 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    10.0
    (43 ratings)
    Usability
    9.0
    (2 ratings)
    8.9
    (65 ratings)
    Availability
    -
    (0 ratings)
    8.6
    (13 ratings)
    Performance
    -
    (0 ratings)
    8.0
    (10 ratings)
    Support Rating
    4.0
    (1 ratings)
    5.5
    (31 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    -
    (0 ratings)
    9.0
    (18 ratings)
    Configurability
    -
    (0 ratings)
    9.3
    (3 ratings)