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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.
The overall experiance is great as now we can have a great analytics of each issue on user basis which help us for feedback in future.
Highly inept and unprofessional team. Also worst nightmare for a growing startup.
We have been Hiver users for 6-7 years and a happy one, when issues arise support has been fantastic, personable, with timely follow-ups and never dismissing our concerns.
Inability to mark notifications as unread, however this is an upcoming feature.
Hiver has been awesome from a trial to full implementation. I was able to get exactly what I needed for my team and it has made our sales department so much better.
Hiver completely derailed our operations at a period of peak media coverage.
Very good, have successfully implemented for customer support, and roll out went really well.
Unfortunately, several days after installing the tool, we began to suspect that our clients were not receiving our emails consistently.
The architecture of the system really suits us. The statistics tools are great and the Cention support team is super attentive and friendly.
Although there were UATs and trainings done in phases, implementation was unsuccessful due to issues / problems and ongoing developments or rectifications being done.
It has everything we need to grow and communicate with our customers. Great real-time reports and a support that goes the extra mile to help us.
The search function does not work optimal. Some searches gives 0 hits, even if we know that it should give us an answer.
In the soon 8 years that we've used the system we've never had any down time which make this a very stable and reliable software.
Whenever there’s an issue, there’s no updates / status from your team unless being asked or followed-up and there seems to be no permanent solution.
Their easy-to-use interface, fully integrated knowledge bases and to be able to know that they support every channel that we are planning to expand to makes Cention a perfect match for us.
The biggest issue is the lack of visual design ambitions, and that "mobile usage" (our customers mobile usage) isn't top of mind when developing new features.
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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