Hiver

AI-powered customer service, right inside Gmail and beyond.

by Hiver · Help Desk & Ticketing

Executive Summary

Hiver is a comprehensive customer service platform designed to streamline support operations for teams of all sizes. It integrates directly with Gmail, transforming shared inboxes into a powerful help desk, and also offers a standalone omnichannel platform (Hiver Omni). The platform leverages AI and automation to enhance agent productivity, improve response times, and provide a unified view of customer interactions across email, chat, voice, and social channels. Hiver is ideal for teams seeking to centralize customer communications and optimize workflows without the steep learning curve of traditional help desk software.

Use Cases

  • Managing shared email inboxes (e.g., support@, info@) for customer service.
  • Streamlining internal team collaboration on customer queries within Gmail.
  • Automating repetitive customer support tasks like email assignment, tagging, and responses.
  • Providing omnichannel customer support across email, live chat, voice, and WhatsApp.
  • Improving agent productivity and response times with AI-powered drafting and summarization.
  • Tracking and analyzing customer service performance and agent efficiency.

Features

Visibility

  • Shared Mailbox Analytics: Track key metrics, ticket trends, and volumes across Shared Inboxes and teams to monitor performance and plan staffing.
  • Customizable Dashboards & Reports: Create dynamic dashboards and custom reports to gain insights into customer interactions, measure response/resolution times, and CSAT scores.
  • Contact Directory: A unified view of every customer, automatically pulling contact information and past conversations from email and WhatsApp for complete context.
  • Collision Detection: Alerts to prevent multiple agents from working on the same email, ensuring efficient collaboration.

Intelligence

  • AI Copilot (AI Compose, AI Summarizer, Ask AI): Assists agents with drafting, refining, and translating replies, summarizing long email threads, and answering queries using connected knowledge sources.
  • AI Agents (AI Tagging, AI Sentiment Analysis, AI Extract): Automates routine tasks like categorizing conversations, detecting customer sentiment, extracting key details into custom fields, and auto-closing 'thank you' replies.
  • AI Suggested Responses & Openers: Recommends templates and pre-written responses that fit the conversation context, speeding up agent replies and ensuring consistency.
  • Chatbots: AI-powered chatbots for instant, round-the-clock support on websites, capable of resolving repetitive queries and handing off complex issues to agents.

Support

  • Omnichannel Inbox: Centralizes customer conversations from email, live chat, voice, and WhatsApp into a single workspace.
  • SLA Tracking & Management: Define and track Service Level Agreements with real-time alerts and reminders to ensure timely responses and resolutions.
  • Internal Knowledge Base: Securely store, share, and access sensitive internal documents like SOPs and discount guidelines for agents.
  • Customer Portal & Knowledge Base: Empower customers with self-service options to find answers, submit issues, and track resolutions independently.

Technical Specifications

Architecture
Cloud-native SaaS, Chrome extension for Gmail, Standalone web application (Hiver Omni)
Deployment
Cloud/SaaS
Authentication
2FA, Strong Password Policies
API Available
Yes
MCP Server
No

Infrastructure

  • AWS

AI/ML Stack

  • NLP
  • Machine Learning
  • LLM

Integrations

  • Gmail
  • Google Workspace
  • Slack
  • Salesforce
  • Asana

Security & Compliance

Certifications: SOC 2 Type II, GDPR, HIPAA, CCPA

Encryption: TLS/SSL (128-bit) for data in transit, encrypted temporary storage, encryption at rest and in transit for AI features.

Pricing

Model
Per user/month, Tiered subscription (Free, Lite, Growth, Pro, Elite)
Starting Price
Free plan ($0), Lite ($24/user/month), Growth ($34/user/month), Pro ($59/user/month), Elite (Custom quote). Billed annually. AI add-on $20/user/month (requires sales contact).
Target Customer
SMB to Enterprise
Contract Type
Annual (billed annually), Monthly available (implied for some plans)
Free Trial
Yes, 7 days (Elite plan trial), Free plan available indefinitely. (credit card required)

About Hiver

Hiver (formerly GrexIt) is a software company that develops an AI-powered customer service platform designed to help teams manage communications through shared email inboxes, particularly within Gmail. The platform incorporates artificial intelligence to support functions such as automated task assignment, conversation categorization, and performance analysis, serving over 1,500 companies globally.

Founded: 2011 · Headquarters: San Jose, United States · Employees: 51-200 · Private