Harvey is an AI-powered bot designed by Hiver to help customer support teams manage their Gmail-based helpdesk more effectively. Its natural language processing (NLP) technology enables it to understand the context of customer conversations and offer intelligent suggestions to support agents. Harvey's Thank You Detection feature can identify and close conversations that are non-actionable, while its algorithm improves over time to deliver better accuracy.
Hiver offers a range of email management, customer support, workflow management, and integration tools that help businesses focus on delighting customers. With a 7-day free trial and pricing plans tailored to specific business needs, Hiver has become a dependable email management platform that enables teams to work collaboratively and efficiently.
TLDR
Harvey is an AI bot by Hiver that caters to support agents in managing customer support queries. With NLP technology, the bot detects context and intelligently assists support agents, saving time and energy.
It closes non-actionable conversations through the Thank You Detection feature and enhances accuracy through feedback. Hiver offers email management, customer support, workflow management, and integration tools that support team collaboration and efficiency. Its pricing plans cater to different business sizes, with a 7-day free trial available.
Hiver doesn't store emails, ensuring customer data privacy.
Company Overview
Harvey is an AI bot designed by Hiver, an email collaboration and helpdesk tool, to make customer support teams' lives easier and more efficient. With Harvey, customer support agents can leave the time-consuming grunt work to the AI bot and focus their attention on more important tasks. The bot offers a wide range of features, including Natural Language Processing (NLP), which powers up Hiver's intuitive Gmail-based helpdesk capabilities.
Harvey can accurately identify the context of customer conversations and offer intelligent suggestions to support agents, enabling them to work faster and delight customers even better. The bot analyzes customer messages and intelligently suggests the most relevant email templates to help provide a satisfactory resolution, which can be combined to create custom responses as needed.
Harvey's Thank You Detection feature can identify and close conversations that get reopened due to non-actionable customer responses having an underlying "Thank you" sentiment. By automatically closing such conversations instantly, Harvey ensures that customers' analytics data remains accurate and saves teams' time and effort from managing such conversations individually. Harvey learns from feedback and improves its algorithm over time to deliver better accuracy.
Setting up Harvey is incredibly easy. All it takes is a single click to enable or disable Harvey's "Thank You Response Detection" for any shared mailbox. With Hiver, customer support teams can collaborate on emails right from Gmail, leverage powerful rule-based automations, set deadlines for customer issue resolutions, track SLA violations, and define business hours.
The tool maximizes customer delight and provides rich industry insights to help businesses make informed decisions.
Hiver offers a 7-day free trial with no credit card required, making it easy for businesses to try before they commit. The tool has received positive feedback from its customers, who have praised its ease of use, fast query handling time, and fantastic customer service. Moreover, Hiver is a 100% Gmail-based tool, which makes it more accessible and convenient for businesses.
Overall, Harvey and Hiver are reliable and dependable sidekicks that can help businesses manage their emails efficiently and focus on what matters—customers.
Features
Email management
Shared Inbox
With Hiver, managing a shared inbox has never been easier. Collaborate with your team in real-time without having to switch to another application. Access all your team emails in one place and assign tasks to team members.
Organize your shared inbox by creating custom tags and views.
Email Templates
Create email templates that you and your team can use when replying to common queries. Save time and effort by using pre-made templates that are easily accessible from your Gmail window. Personalize the templates to fit your brand voice and make them reusable.
Campaigns
Send mass emails to your prospects and customers with Hiver's campaign feature. Easily track the open and reply rates of your campaigns. Schedule emails to be sent at a later time or date and automate follow-up emails to save time.
Customer Support
Collision Detection
Avoid sending duplicate replies to customers with the collision detection feature. Get notified if a team member is already replying to an email so that you don't encounter embarrassingly duplicate responses.
Snooze Emails
Snooze emails to deal with them at a more convenient time. Make sure that important emails don't disappear in your inbox by setting reminders for when you want to revisit them. Improve your productivity by focusing on the emails that need immediate attention.
Analytics
Measure key performance indicators (KPIs) such as first response time, resolution time, and customer satisfaction. Use analytics to track team productivity and optimize workflows. Get a real-time view of your team's email traffic and see how your team is performing.
Workflow Management
Task Management
Create tasks and assign them to team members from your Gmail inbox. Check the status of tasks and set reminders for due dates.
Use custom tags to organize and filter tasks, so you always know what needs to be done. Keep a record of completed tasks for future reference.
Automations
Automate repetitive tasks by creating rules. For instance, you can assign emails from certain customers to specific team members automatically. Automations save time and improve accuracy by reducing the amount of manual work needed to manage emails.
Collaboration
Collaborate with your team by adding private notes to emails that only your team members can see. Discuss strategies and share insights with your team without having to switch to another application. Get feedback from your team members and improve responses to customer emails.
Integration
Integration with CRM
Hiver integrates seamlessly with your CRM. Automatically create new contacts in your CRM when you receive an email from a new lead.
Attach notes and tasks to contacts in your CRM to keep track of your sales pipeline. Get a full picture of communication history with customers.
Integration with Google Workspace
Hiver is built for Gmail and Google Workspace users. Seamlessly integrate with other Google Workspace tools like Google Drive and Google Calendar. Access your team emails and Google Workspace tools in one unified location with Hiver.
API Access
Developers can access Hiver's API to create custom solutions or integrate Hiver with other applications. The API allows developers to build custom workflows, automation, and custom integrations. Get started with the Hiver API and enhance your email management experience.
Pricing
Hiver offers a range of plans, each tailored to specific business needs. The Lite plan comes in at $15/user/month and includes all the essential tools for getting started with customer service, finance operations, people operations, and IT help desk in Gmail.
The most popular plan, Pro, is priced at $25/user/month and includes SLAs, CSAT, and rich visual analytics to help businesses deliver outstanding customer service, faster collaboration and insights, and outstanding people operations. The Elite plan, Hiver's most robust and advanced offering, provides custom access control, round-robin assignment, uptime SLA, and ETA reminders for delivering customer and employee delight.
It is priced at $35/user/month.
With Hiver, businesses can sign up for a free 7-day trial without requiring a credit card. The trial provides access to all the features of the Elite plan, enabling users to try out Hiver's best support and work without any limits.
At the end of the trial period, users can select a plan and pay by credit card to continue using the product. Non-profit organizations can get in touch with Hiver for a special quote.
Hiver ensures the safety of customer data. Unlike other collaboration platforms, Hiver does not store emails, making it the perfect choice for businesses that prioritize data privacy. Users can easily control the number of users that have access to Hiver and change them at any time.
Overall, Hiver offers a comprehensive and scalable set of pricing plans that cater to different business types and sizes. With a user-friendly interface, robust features, and excellent customer support, Hiver has become a reliable platform for businesses looking to manage their emails better and faster.
