Hiver Company Research Report

Company Overview

Name: Hiver

Mission: Hiver is reimagining the way businesses provide customer service. The company focuses on enabling businesses to engage with zero friction by transforming their email inboxes into help desk platforms.

Founded: No information is available

Founders: Niraj and Nitesh, both computer science alumni from IIT Kharagpur.

Key People:

Niraj - Co-founder and part CEO

Nitesh - Co-founder and technical lead

Vishal Chopra - Chief Growth Officer

Meena Kumari - VP & Global Head of HR

Ankit - Head of Finance and Revenue Operations

Arvind Ganesan - VP of Product

Rajiv Sharma - VP of Sales

Kumar Shailove - VP of Engineering

Headquarters:

Suite 203, 2880 Zanker Rd, San Jose 95134

1496/A, 19th main, 8th cross, Sector 1, HSR Layout, Bengaluru 560102

Number of Employees: 140+

Revenue: No information is available

Known For: Hiver is best known for its innovative platform that converts Gmail inboxes into help desk solutions, enabling multi-channel communication and customer service management directly from email.

Products

Shared Inbox

Description: Turn Gmail into a shared inbox where multiple team members can access, collaborate, and manage customer emails.

Key Features:

Shared Labels

Customer Portal

Out of Office management

Conversation Followers

Conversation ID

Email Views

Collaborators

Email Templates

Shared Drafts

Notes and @mentions

Approvals

Permalinks

Collision Alerts

Email Tags

Workload Distribution

Mobile Apps (iOS and Android)

Live Chat

Description: Enable live chat support directly from the inbox.

Key Features:

Real-time chat management within Gmail

Integration with email for seamless conversation management

Multi-Channel Support

Description: Offer customer support through multiple channels like Email, Live Chat, Voice, WhatsApp, and social media platforms.

Key Features:

Manage all channels from the Gmail inbox

Simplify the omnichannel support experience

Analytics & Automations

Description: Drive better performance with actionable insights and automation tools.

Key Features:

Reports and Dashboards

SLA and Business Hours tracking

Customer Satisfaction (CSAT) surveys

AI and Automation (Harvey AI, AI Summarizer)

Integrations and API

Description: Seamlessly integrate favorite applications with Hiver to improve productivity.

Key Features:

API for custom integrations

Popular integrations include Aircall, Asana, Jira, Okta, QuickBooks, Salesforce, Slack, WhatsApp, and Zapier

Voice Channel

Description: Add a voice support channel powered by integrations like Aircall.

Key Features:

Voice tracking and management within the Gmail inbox

Recent Developments

Product Launches

AI Summarizer: Recently launched for creating brief notes from lengthy emails, enhancing agent handoffs and quick issue resolution.

Customer Portal: Launched to provide a self-service experience where customers can submit and track issues.

Approvals Feature: Simplified and accelerated approval workflows within the Hiver platform.

New Integrations

Okta: Integration for smoother user lifecycle and access management.

QuickBooks: Integration for managing invoices within the inbox.

Partnerships

No information is available

Customer Interaction Platforms

Podcast Series: Launched featuring customer service experts discussing best practices and success stories.

Customer Insights

Case Studies: Provided insights on how teams like Travelist, Get It Made, Oxford Business Group, Kiwi.com, Visiting Angels, and Flexport have improved their operations using Hiver.

Client Success Metrics

60% reduction in first response time

100% SLA success rate

100% increase in productivity

50% decrease in email resolution time

250% increase in efficiency

This detailed analysis provides a comprehensive view of Hiver, its product offerings, significant features, and recent strategic advancements, showcasing its commitment to transforming customer service management.