Hiver
An agentic customer service platform that unifies email, chat, voice, and more in one workspace, built for teams handling complex, high-stakes support.
Product Overview
What is Hiver?
Hiver is a modern customer service platform designed for teams where support goes beyond simple ticket queues. It offers two products: Hiver Omni, a standalone omnichannel platform that works with Gmail, Outlook, and other email providers; and Hiver in Gmail, which transforms Gmail directly into a fully featured helpdesk. Both products bring together channels, cross-team collaboration, automation, and AI agents in a single workspace. Trusted by 10,000+ organizations including Harvard University, Flexport, and Upwork, Hiver is built to handle the kind of complex, multi-team support that conventional helpdesks struggle with.
Key Features
Omnichannel Unified Workspace
Manages email, live chat, voice, Slack, WhatsApp, and social channels from one platform, eliminating the need to switch between tools or lose conversation context.
AI Agents & Copilot
AI Agents resolve tickets end-to-end autonomously, while AI Copilot assists human agents by drafting replies, surfacing relevant answers, and suggesting next steps in real time.
Cross-Team Collaboration
Enables multiple teams β support, engineering, finance, and customer success β to work together on complex tickets with full shared context and clear ownership.
Automation & Smart Routing
Rule-based and agentic workflows automate repetitive tasks, while skill-based routing directs conversations to the most appropriate team member automatically.
Advanced Analytics & AI QA
Pre-built and custom dashboards track SLA compliance, CSAT, and team performance; AI QA automatically scores agent responses and surfaces coaching opportunities.
Hiver in Gmail
Brings shared inbox management, ticketing, workflows, and AI capabilities natively inside Gmail β no platform migration required for Google Workspace teams.
Use Cases
- Customer Support Operations : Support teams across SaaS, logistics, and professional services use Hiver to manage high volumes of requests across channels with full account context and faster resolution.
- Complex B2B Account Management : Teams handling key accounts with escalations that cross multiple departments use Hiver's collaboration tools to coordinate resolutions without losing context.
- IT & Internal Helpdesks : IT teams use Hiver to manage internal service requests, automate routine tasks, and track resolution times β all from a familiar email-based interface.
- Finance & Operations Teams : Finance and AP teams use shared inboxes and automation to manage vendor communications, invoices, and approvals without a dedicated ticketing system.
- Healthcare & Regulated Industries : Organizations in healthcare and compliance-heavy sectors rely on Hiver's HIPAA, SOC 2 Type II, and ISO 27001 compliance for secure, auditable customer communication.
FAQs
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