11 Best Hiver Alternatives For Better Inbox Management

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A lot of teams around the globe prefer Hiver to streamline their shared inbox management and customer support process. However, with business’s evolving needs, many are exploring alternatives that better suit their specific requirements.

The Hiver alternatives offer a range of features designed to enhance team collaboration, improve customer communication and boost overall productivity.

You get robust ticketing systems with advanced automation capabilities. The solutions provide diverse options for businesses of all sizes. Let’s explore some of the top contenders that are reshaping the landscape of customer support and shared inbox management.

Reasons Why Are Businesses Looking For Hiver Alternatives?

Businesses are increasingly looking for alternatives to Hiver for several reasons, primarily driven by evolving needs, market competition and the desire for more comprehensive solutions.

Reasons Businesses Looking For Hiver Alternatives

Limited feature set: While Hiver offers solid email management capabilities, some businesses find its feature set restrictive compared to more robust customer support platforms. As companies grow, they often require advanced functionalities like omnichannel support, AI-powered automation and extensive customization options that Hiver may not provide.
Scalability concerns: As businesses expand, they may outgrow Hiver’s capabilities. Larger organizations often need more sophisticated tools to manage high volumes of customer interactions across multiple channels, which can be challenging with Hiver’s primarily email-focused approach.
Integration limitations: Some businesses require more extensive integration capabilities with other CRM systems, project management tools or business intelligence platforms. The lack of diverse integrations can create workflow inefficiencies and data silos.
Cost considerations: The per-user pricing model of Hiver can become expensive as companies scale. Businesses may seek alternatives that offer more competitive pricing structures or better value for the features provided.
Need for advanced analytics: Companies are increasingly demanding more sophisticated analytics and insights to drive data-informed decisions. Advanced reporting capabilities, customizable dashboards and predictive analytics are features that businesses often seek in alternative solutions.
Desire for omnichannel support: As customers expect support across various channels, businesses are looking for platforms that can seamlessly manage interactions from email, chat, social media and phone in a unified interface. Hiver’s focus on email may be limiting for companies aiming to provide a truly omnichannel experience.
Global support requirements: For businesses operating internationally, features like multi-language support, time zone management and localization options become crucial. They may seek alternatives that better cater to global support needs.

Top Features to Look in HiverSupport Alternatives

Choosing the right customer support software for your business is crucial to ensure efficient and effective communication with your customers.

Shared Inbox Management

Look for alternatives that offer a unified inbox where multiple team members can access and manage customer emails efficiently. The system should allow for easy assignment of emails to specific team members, status tracking and the ability to view email threads in their entirety.

Advanced features might include collision detection to prevent duplicate responses and the option to set up automated routing rules based on keywords or sender information.

Ticket Management

An effective ticket management system is crucial. Seek alternatives that provide a streamlined process for converting emails into tickets, assigning priority levels and tracking ticket status from creation to resolution.

The system should offer customizable ticket fields, automated ticket creation from various channels (email, chat, social media) and the ability to set as well as track SLAs (Service Level Agreements).

Collaboration Tools

Strong collaboration features are essential for team efficiency. Look for tools that offer internal notes or comments on tickets, @mentions to tag team members and the ability to share tickets/customer information easily.

Some systems might also include built-in chat functionality for quick team communication or integration with popular collaboration platforms like Slack.

Customer History

A comprehensive view of customer history is vital for providing personalized support. The alternative should offer a centralized customer profile that includes past interactions, purchase history and any relevant notes.

This feature helps agents quickly understand the context of each customer inquiry and provide more informed responses.

Knowledge Base

An integrated knowledge base can significantly improve both agent efficiency and customer self-service capabilities. Look for alternatives that allow easy creation and management of knowledge base articles with features like version control, etc. It should also provide internal as well as external facing articles and the ability to suggest relevant articles to agents during ticket resolution.

Tagging and Categorization

Efficient organization of tickets and customer inquiries is crucial for managing high volumes of support requests. Seek alternatives that offer flexible tagging and categorization systems. This should include the ability to create custom tags, automatically apply tags based on predefined rules as well as use tags for reporting and analytics purposes.

Task Management

Beyond ticket management, look for alternatives that offer broader task management capabilities. It might include the ability to create/assign tasks related to customer support, set due dates/reminders as well as track task progress.

Some systems might also offer kanban-style boards or other visual task management tools to help teams stay organized and prioritize their work effectively.

11 Best Hiver Alternatives & Competitors

While Hiver is a popular tool for managing customer support emails within Gmail, it’s always good to have alternatives and competitors on your radar.

1. Omni24

Best Hiver Alternative To Improve Customer Experience

Omni24 is omnichannel customer experience software that offers tools for managing customer interactions across multiple channels. The platform leverages automation to enhance customer engagement, improve operational efficiency and deliver personalized experiences at scale.

Key features:

Shared team inbox management: Centralizes all customer communications in one place, allowing teams to efficiently handle emails, chats and social media messages from a single interface. Hence, improving response times and coordination.
Ticket management: Organizes customer inquiries into trackable tickets, enabling prioritization, assignment and resolution tracking. It streamlines support workflows and ensures no customer request falls through the cracks.
Collaboration tools: Tools facilitate team cooperation through internal notes, mentions and task assignments. These features enable seamless information sharing and coordination among team members, leading to faster as well as more effective problem-solving.
Customer history: Provides a comprehensive view of each customer’s past interactions, purchases and preferences. The feature enables agents to deliver personalized support and make informed decisions based on the customer’s background.
Knowledge base: Knowledge Base serves as a centralized repository for support articles, FAQs and best practices. It empowers customers with self-service options and helps agents quickly access information to resolve issues.
Task management: Omni24 allows teams to create, assign and track support-related tasks. It helps prioritize work, manage deadlines and ensure all necessary follow-ups are completed in a timely manner.

Pricing: Omni24’s pricing starts from $29/user/month and can go up to $149/user/month based on the features you wish to include. All the plans come with a 14-day free trial.

2. Veemo

Best Hiver alternative for medium and large enterprises

Veemo is a leading customer service platform that provides a wide range of tools for support, sales and customer engagement. It’s highly customizable and integrates well with numerous third-party applications, making it a versatile choice for many businesses.
Key features:

Shared inbox: Shared Inbox centralizes customer communications from various channels into one platform. Teams can collaborate efficiently, assign tasks and manage conversations without duplicating efforts or losing important information.
Answer bot: The Answer Bot uses AI to automatically respond to common customer queries. It learns from previous interactions, improving response accuracy over time and freeing up human agents to handle more complex issues.
Advanced analytics: Omni24 provides detailed insights into customer interactions, agent performance and overall support efficiency. These analytics help businesses make data-driven decisions to improve their customer service strategies.
Collision detection: Prevents multiple agents from responding to the same customer simultaneously. It enhances efficiency and eliminates duplicate responses, ensuring a smooth customer experience.
Targeted messaging: The software enables businesses to send personalized messages to specific customer segments. It helps in delivering relevant information and promotions, improving customer engagement.
Self-service portal: The self-service portal allows customers to find answers to their questions independently. It includes FAQs, knowledge bases and guides, reducing the workload on support teams.
Unified conversation view: Provides a comprehensive overview of each customer’s interaction history across all channels. Agents can access all relevant information in one place, enabling more personalized and efficient support.

Pricing: Veemo comes in a three-tier plan where the growth plan starts at $34/month with basic features and the team at $79/month consisting of more advanced features. It also provides a 14-day free trial to determine if your business needs are met.

3. Help Scout

Help Scout is a user-friendly help desk software designed to provide a more personal customer support experience. It’s particularly popular among small to medium-sized businesses looking for a straightforward, email-centric solution.

Key features include shared inboxes, collision detection, saved replies and a knowledge base tool called Docs. Help Scout also offers detailed reporting and integrations with popular business tools.

4. Front

Front is a collaborative customer communication platform that combines elements of email management and help desk software. It’s designed to help teams manage conversations across various channels in a single, unified inbox.

Front offers shared inboxes, advanced routing rules, internal collaboration tools and analytics. Front also offers powerful automation capabilities and integrations with CRM.

5. Kayako

Kayako is a unified customer service platform that aims to provide a more personalized support experience. It offers a blend of traditional help desk features with modern customer engagement tools.

Platform includes a unified conversation view, customer journey tracking, automation rules and a self-service platform. Kayako also provides robust reporting and analytics to help teams improve their support processes.

6. Groove

Groove is a simple yet powerful help desk software designed for small and medium-sized businesses. It focuses on providing a clean, intuitive interface while still offering essential support features.

The help desk software also provides shared inboxes, canned replies, custom fields and a knowledge base tool. Groove also offers basic reporting capabilities and integrations with popular business tools.

7. Intercom

Intercom is a conversational relationship platform that combines customer messaging, marketing and support tools. It’s particularly well-suited for businesses looking to provide proactive, chat-based support.

Software has live chat, chatbots, targeted messaging and a help center solution. Intercom also offers powerful segmentation and automation tools for personalized customer engagement.

8. HappyFox

HappyFox is a comprehensive help desk and customer support software that offers a wide range of features for managing customer interactions. It’s known for its intuitive interface and customization options.

The customer support software offers ticket management, automation rules, SLA management and a knowledge base. HappyFox also offers advanced reporting and integrations with popular business tools.

9. Helpwise

Helpwise is a shared inbox and help desk software that focuses on simplifying team collaboration as well as email management. It’s designed to be easy to set up and use, making it a good choice for small teams.

Platform offers shared inboxes, email assignments, internal notes and basic automation rules. Helpwise also offers integrations with popular productivity and communication tools.

10. Gmelius

Gmelius is a unique solution that transforms Gmail into a collaborative help desk and project management tool. It’s ideal for teams that prefer to work directly within their Gmail interface.

The collaborative tool provides the customer with shared inboxes, email tracking, task management and automation workflows. Gmelius also integrates with popular tools like Slack and Trello for enhanced collaboration.

11. Cayzu

Cayzu is a cloud-based help desk software that offers a range of features for managing customer support across multiple channels. It’s designed to be easy to use while still providing powerful support capabilities.

Software enables ticket management, automation rules, a self-service portal and multi-brand support. Cayzu also offers reporting and analytics tools to help teams track their performance while also identifying areas for improvement.

What to Consider When Evaluating Hiver Competitors ?

When evaluating competitors to Hiver several key factors should be considered to ensure you select the best solution for your team’s needs. We’ve listed a few here.

Email integration: Assess how seamlessly the software integrates with your primary email platform, whether it’s Gmail, Outlook or another provider. Look for native integrations that offer a smooth user experience without requiring constant switching between applications.
Collaboration features: Evaluate the tools provided for team collaboration. This may include shared inboxes, email delegation, internal notes and task assignment capabilities. Consider how these features align with your team’s workflow and communication style.
Automation capabilities: Look for automation features that can streamline repetitive tasks. This might include auto-assigning emails, setting up rules for email routing or automated responses for common inquiries.
User interface and ease of use: The platform should have an intuitive interface that’s easy for team members to learn and use efficiently. Consider the learning curve and any training requirements for new users.
Pricing structure: Compare the costs of different platforms, including any setup fees, monthly subscriptions and potential charges for additional features or users. Consider the value provided relative to the price.
User reviews and reputation: Research user reviews and testimonials to get real-world feedback on each platform’s strengths as well as weaknesses. Pay attention to reviews from businesses similar to yours in size and industry.
Innovation and updates: Consider each company’s track record for updates and new feature releases. A company that consistently innovates is more likely to keep up with evolving email management needs.

Why is Omni24 One of the Top Hiver Alternatives?

Omni24 is considered one of the top Hiver alternatives due to its robust features and user-friendly interface. Users can enjoy advanced collaboration tools, seamless integration with popular CRM systems and powerful automation capabilities. The platform offers a unified inbox, real-time collaboration and customizable workflows to streamline communication while also improving team productivity.

Omni24 provides excellent customer support and training resources to help users make the most out of the software. Overall, software stands out as a top Hiver alternative for businesses looking for a comprehensive solution to manage customer communication effectively.

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FAQs about Hiver Support Competitors & Alternatives

What is Hiver?

Hiver is a customer support tool that integrates with Gmail to help teams manage shared email inboxes, assign emails to team members and track email responses.

What is Hiver used for?

Hiver is primarily used for customer support teams to manage shared email inboxes, assign emails to specific team members, track email responses and collaborate on customer inquiries.

What are some popular alternatives to Hiver for customer support?

Some popular alternatives to Hiver for customer support include Omni24, Freshdesk, Help Scout and Groove. These platforms offer similar features such as ticket management, automation, analytics and collaboration tools.

How do the pricing and features of Hiver’s competitors compare?

The pricing and features of Hiver’s competitors can vary depending on the specific needs of your business. It is important to compare the pricing plans, features and scalability of each platform to determine which one best fits your requirements as well as budget.

Are there any free alternatives to Hiver for customer support?

Some free alternatives to Hiver for customer support include osTicket, Zammad and Hesk. These platforms offer basic ticket management and communication features for small businesses or individuals on a tight budget.

Can I integrate Hiver’s competitors with other tools and software?

Most customer support platforms, including Hiver’s competitors, offer integrations with popular tools and software such as CRM systems, email marketing platforms, chatbots as well as social media management tools. Make sure to check the list of integrations available for each platform to ensure compatibility with your existing tech stack.

How can I decide which customer support platform is right for my business?

To decide which customer support platform is right for your business, consider factors such as your budget, the size of your team, the complexity of your support needs and the scalability of the platform. It may also be helpful to read reviews, request demos and reach out to customer support representatives for more information.