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Hiver vs Cention: Which is a better fit?

Updated on January 12th, 2025
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Summary
Key features rated by users
Features selected based on 2,199 reviews from Customer Service users.
% Fit
Missing features
Not enough reviews
Feature ratings
CRM
NA
Support Ticket Management
4.5
Chatbot
NA
Inbox Management
4.8
Email Management
4.9
% Fit
Not enough reviews
Feature ratings
CRM
--
Support Ticket Management
5.0
Chatbot
--
Inbox Management
--
Email Management
3.6
User satisfaction
4.7
User reviews118
Ease of use
4.6
Functionality
4.5
Value for money
4.5
Customer support
4.7
4.2
User reviews13
Ease of use
4.2
Functionality
4.2
Value for money
4.2
Customer support
4.7
Price starts from
/user
Monthly subscription
Free version
Free trial
/user
Yearly subscription
Free version
Free trial
Best for

Anyone using Gmail or Outlook for customer service

Large, mid and small enterprises with high volumes of communication and high quality demands aiming to deliver a pure OMNI channel customer experience.

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
Brian R
Director of Accounting
4.0

Brian: Hi, my name is Brian. I am the Director of Accounting at MD Squared Property Group, and I would give Hiver a four out of five. When I started at MD Squared, we were a very small company, and of course, you're doing everything via email. And as we scaled over the years, we were looking for a ticketing solution so we could keep track of our emails and make sure that everything was resolved in a appropriate amount of time. So I started looking into different ticketing systems, and we found Hiver and decided to go with that one. I was looking into a variety of different solutions, some of which had these very extensive online platforms to manage all different types of things. They were very robust, but I decided to go with Hiver because it integrated with Gmail, which we were using at the moment, so we were able to seamlessly integrate that with our existing systems. And I really liked that it was simple and easy to use, and it would not be intimidating for new users, and I thought it was very appropriate for a mid-size firm such as ours, that went from having no solution to having its first ticketing and email tracking solution. Getting started with Hiver was very quick and easy. Their customer support team is great and available 24/7. We had a amazing, I guess, your onboarding associate, who walked us through how to use it on various occasions. And ultimately, all you need to do is install a plugin on your Chrome browser into Gmail, and it's all set, and you pretty much can set it up as you go. And it is very quick and easy to get online, which is one of the reasons why we decided to go with Hiver. So Hiver is very quick and easy to get online, but I would recommend that you have somebody in the office who's ready to handle the influx of data that will be coming in. I think you just need a plan for how you're going to close and resolve these open tickets and just making sure that all of your data flows are working as planned. But I wouldn't be intimidated, because everything is fairly easy to change and to improve. I'd say we jump into it at a small scale and do some initial testing to see how it's going to work, and you could scale up from there. And once you're online and you understand the basics, it's very simple to scale up and make it more robust and more impactful for your company.

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1 Video
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3 screenshots
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5 screenshots
Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Alerts/Escalation
207
Important
API
388
Important

Hiver

19/37
  • API
  • Call Center Management
  • Chatbot
  • Conversation Intelligence
  • CRM
  • Customer Portal
  • Customizable Fields
  • Data Security
  • Gamification
  • IVR
  • Key Performance Indicators
  • Language Detection
  • Multiple Data Sources
  • Predictive Analytics
  • Task Automation
  • Video Chat
  • Virtual Assistant
  • Voice Recognition
  • Alerts/Escalation
  • Automated Routing
  • Autoresponders
  • Collaboration Tools
  • Dashboard
  • Email Management
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Mobile Access
  • Multi-Channel Communication
  • Queue Management
  • Real-Time Monitoring
  • Reporting & Statistics
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Surveys & Feedback
  • Third-Party Integrations
See All features
Hide Customer Service Software Features -

Cention

Top Features
26/37
Show Customer Service Software Features +
Hiver
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Cention
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Hiver
  • By Hiver
  • Located in United States
  • Founded in 2011
Cention
  • By Cention Group
  • Located in Malaysia
  • Founded in 2000
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