Hiver is an AI-powered customer service platform designed to help teams manage shared inboxes like support and sales emails. I started using Hiver to streamline our team’s email management and improve our customer service response times. The integration with Gmail made it very easy to adopt.

One feature I found particularly useful was the AI Summarizer. With a lot of email threads piling up, it can be time-consuming to read through long chains of emails to get to the key points. The AI Summarizer condenses these conversations into quick, digestible summaries, highlighting the most important details like decisions, tasks, and follow-ups. This feature helped me stay on top of conversations without getting bogged down by lengthy threads. It’s a huge time-saver, especially when handling multiple customer inquiries simultaneously.

Another tool I appreciated was the AI Bot – Harvey, which automatically filters out redundant or low-priority emails, such as auto-replies or basic queries that don’t require much attention. It helped keep our inbox cleaner and allowed me and my colleagues to focus on the more complex requests. We saw a noticeable reduction in our average query handling time because of this feature.

The Analytics and Reporting tools were another highlight for me. I was able to easily track our performance with metrics like response times, customer satisfaction ratings, and the volume of tickets handled by the AI bot. This insight was valuable for identifying areas where we could improve and optimizing how we allocate tasks between the AI and our human team members.

That said, while Hiver is a powerful tool, I did find that there were times when the AI Summarizer missed some nuances in long email threads, requiring a manual review. Additionally, while Harvey was great at filtering out simpler inquiries, it occasionally flagged some queries as redundant that actually required attention, which led to some minor delays.

I loved this platform, but I still see room for more flexibility in customizing the AI’s decision-making process, especially when it comes to complex inquiries. Overall, Hiver has been incredibly helpful in improving how we manage customer support emails. It saved me time by automating repetitive tasks and helped our team focus on delivering better, more personalized support.

Hiver’s Free Plan includes 1 shared inbox and basic features like live chat and knowledge base. The Lite Plan at $24 per user/month adds 2 shared inboxes, light automation, analytics, and integrations.