Hiver

What is Hiver?

Hiver is an AI bot developed by Hiver, designed to make managing your emails much simpler. It is your smart assistant for handling your inbox. It can help by summarizing long emails, suggesting helpful templates when you’re replying, and even automatically closing conversations that don’t need a response. Basically, Hiver helps you work more efficiently with your emails, so you can spend more time on the important customer questions. It also cuts down on those pesky autoresponder emails. For example, users like Robert Zylc, President and CEO of Wheel Wiz, have seen their average query handling time improve by about 30% thanks to Hiver.

Who created Hiver?

Hiver, the AI bot, was actually created by a company called Transition Technologies PSC. This Polish company was founded by Piotr Stach, who has a background in computer science. Transition Technologies PSC is known for its work in software development and innovation, creating a variety of tech solutions for different industries. They’re really focused on pushing technological boundaries.

What is Hiver used for?

Hiver offers a whole suite of tools to help manage your customer communications:

• Email Management: You can organize and keep track of emails like they’re tasks. It gives you visibility into what your team is working on, with features like tags, notes, custom views, conversation IDs, and email templates that can include attachments.
• Shared Inboxes: Makes it easy for teams to manage a common inbox.
• Knowledge Base: You can create helpful articles for your users. These can be shared publicly or kept private for internal use.
• Team Collaboration: Features like internal notes, @Mentions to tag colleagues, Permalinks to specific conversations, collision detection (so you don’t both reply to the same email), shared drafts, and approval workflows help your team work together smoothly.
• Workflow Automations: Build your own automated processes using rules. You can set up triggers, conditions, and actions to handle tasks automatically.
• Round-Robin Auto-Assignment: Incoming emails can be automatically distributed among your team members in a fair, round-robin style.
• Analytics for Conversation Data: Get valuable insights into your team’s workload and how they’re performing.
• Customer Portal: Offer customers a self-service option where they can submit their issues and track the progress of their resolution.
• Out of Office Management: Schedule and manage team members’ availability to keep workflows running smoothly even when people are away.
• Harvey AI: This is Hiver’s AI assistant. It can suggest email templates, automatically close emails that don’t need a reply, and summarize long emails into quick, easy-to-read notes.

Who is Hiver for?

• Customer Support Agents are a primary audience.

How to use Hiver?

To get the most out of Harvey, Hiver’s AI bot, here’s a simple guide:

1. Sign Up: Start with a free trial. You don’t even need a credit card to begin.
2. Explore Features: Dive into the email management tools. You can organize emails as tasks, add tags and notes, create templates, and use shared inboxes for better team collaboration.
3. Use the AI: Take advantage of Harvey AI. It’s great for summarizing emails, getting template suggestions, and closing those unnecessary conversations automatically.
4. Boost Team Productivity: Explore features like workflow automations, the round-robin email assignment, and the analytics to keep an eye on your team’s workload and performance.
5. Pick a Plan: Choose the plan that best fits your team’s needs. There’s a Lite plan for basic requirements and a Pro plan with advanced features like chatbots, customer satisfaction surveys, and API access.
6. Integrate and Get Support: Connect Hiver with apps you already use, like Asana, Jira, and Slack. You’ll also have access to 24/7 support, help with onboarding, and a dedicated success manager to ensure you’re using the platform effectively.
7. Upgrade and Customize: If you need more, upgrade to a paid subscription. You can also customize settings, like skill-based auto-assignment, and look into extra services such as quarterly team training or custom API development.

By following these steps, you can really make Harvey work for you, streamlining your email management and improving customer support with AI right within the Hiver platform.