Hiver

Your support team shouldn’t feel ‘out of service’ on the busiest day of the year. This Black Friday, we’re giving teams one more reason to make the switch: 15% 𝗼𝗳𝗳 𝗼𝗻 𝗮𝗹𝗹 𝗼𝗳 𝗛𝗶𝘃𝗲𝗿’𝘀 𝗮𝗻𝗻𝘂𝗮𝗹 𝗽𝗹𝗮𝗻𝘀. Modern, AI-powered support… minus the complexity and admin chaos. 🟡 Valid till: Dec 15 🟡 Applicable on base subscription price Grab the offer here: https://lnkd.in/gaHR3hQ7

Great support teams aren't just fast, they're organized. And the key to running a structured support team is categorizing all incoming requests. That way, you spend less time sorting through work and figuring out what needs to be done. Hiver's new AI tagging feature does exactly that. Instead of agents having to manually categorize queries, it reads the first message in a thread, checks it against your trained tag groups, and applies the most relevant tag in real time. It's important to note that tags applied by Hiver AI are completely transparent. Agents can hover to see the reasoning, remove it, or apply a different one. Here’s a quick unboxing of this feature. See how it works 👇 Know more about the Hiver AI here: https://lnkd.in/gdBNkdW3 #UnboxingHiver

🤯 What if one small process tweak could save your team 30 seconds on every customer interaction? Jeremy Hyde has done it. In this edition of CX Spotlight, Jeremy, Sr. Director of Customer Service at Sun Country Airlines, breaks down the operational mindset behind his leadership. He believes many teams unintentionally create friction by clinging to outdated rules, so he built a habit: 𝙦𝙪𝙚𝙨𝙩𝙞𝙤𝙣 𝙚𝙫𝙚𝙧𝙮𝙩𝙝𝙞𝙣𝙜. By reviewing processes regularly, asking “why,” and validating assumptions instead of accepting them, his team uncovered small barriers that were slowing customers down. One of Jeremy’s most memorable cases? A customer needing transportation for an emotional-support donkey. If you’re building a customer-centric culture, this conversation is a goldmine. Read on: https://lnkd.in/gvHr96Ky

When Chase Espinoza-Johnson stepped into HR leadership at Noble Schools, he inherited a system that couldn’t scale. Google Groups. Color-coded labels. Forwarding emails manually. And during onboarding season, query volume jumped 500%. As a result, confidential cases slipped through. SLAs were impossible to track. Staff satisfaction dropped. So Chase rebuilt the foundation with Hiver. Today, HR support at Noble Schools runs on: 1️⃣ Structured Shared Inboxes for payroll, benefits, leaves & more 2️⃣ Automated routing that saves the team 10+ hours a week 3️⃣ Clear collaboration with Notes and collision alerts 4️⃣ AI-powered sentiment analysis that flags urgent messages 5️⃣ Analytics that guide staffing decisions during peak season And the payoff? ✅ 80% faster resolutions. ✅ 100% SLA compliance. ✅ 17% higher satisfaction. 5,000+ conversations handled with confidence. Dive into the complete story here: https://lnkd.in/gfPTBXxz

“𝘿𝙤𝙣’𝙩 𝙬𝙤𝙧𝙧𝙮 𝙖𝙗𝙤𝙪𝙩 𝙩𝙝𝙚 𝙪𝙨𝙚 𝙘𝙖𝙨𝙚. 𝙅𝙪𝙨𝙩 𝙗𝙚 𝙞𝙢𝙥𝙧𝙚𝙨𝙨𝙚𝙙 𝙩𝙝𝙖𝙩 𝙞𝙩’𝙨 𝘼𝙄.” That’s the energy of half the support tools in the market today. Support teams don’t need more AI. They need AI that works where the work actually happens: email, tickets, routing, internal context, not just chat. So, we put together a guide that covers: ✨ Why AI adoption in support feels harder than it should ✨ What vendors don’t tell you about pricing ✨ How to deploy AI across email, chat, and more channels without needing a full-time admin. If AI has ever made your job harder… you're going to love what’s inside. 👉 Download the guide here: https://lnkd.in/gnWnd3Qu

❄️ From floating saunas on icy rivers to cycling paths that beat city traffic, Oulu has a calm, steady rhythm of its own. And so does Leander. With nearly four years on Hiver’s Customer Success team, Leander brings thoughtfulness, balance, and quiet confidence into every interaction. In our latest Meet My City, he shares the food, places, and small Nordic rituals that make Oulu more than just a backdrop — it’s the energy that grounds his work. Dive in to see how the cities we live in shape the way we show up every day. P.S. We’re hiring. Check out the link in the comments for open roles. 👇

How many customer emails can you afford to miss before it costs you a client? For Rush Order, the answer was clear: 𝙀𝙫𝙚𝙣 𝙤𝙣𝙚 𝙞𝙨 𝙩𝙤𝙤 𝙢𝙖𝙣𝙮. As a global fulfillment partner to some of the fastest-growing brands, Rush Order manages constant communication across email, phone, Slack, and more. But when you’re supporting complex logistics and hardware support at scale, this mix can get messy, fast. 🚩 Customer requests were occasionally slipping through. 🚩 Response times weren’t as sharp as they needed to be. 🚩 Follow-ups increased. And visibility into team performance? Limited at best. Rush Order turned to Hiver to centralize and streamline customer communication. With 100+ Automation rules, Tags, Collision Alerts, and SLA tracking, their account managers suddenly had a single source of truth. No request fell through the cracks. Clients heard from the right person every time. Managers could coach with real data, not assumptions. The impact? ✨ 20% faster response times 📉 10% reduction in ticket volume ⭐ Customer satisfaction jumped from 3.5 → 4.5/5 As their CEO Dana Madlem puts it: “Hiver gave our account managers the structure they needed to stay organized, consistent, and scalable.” See how Rush Order plans to scale Hiver across more teams and unify every customer touchpoint here: https://lnkd.in/g-p4DFe8

Most companies say they’re “remote-first.” Very few build systems that actually support humans working remotely. That’s why our latest podcast episode with Chloe Shill, Director of Operations at Flight CX is such a blueprint moment. We talk about how their teams create belonging and performance without the hallway conversations we all take for granted. The conversation takes a deeper dive into: 🔥 Why the community needs systems, not hope 🔥 Why clarity and documentation prevent performance issues later 🔥 AI’s quiet superpower in remote ops: translation, transcription & scheduling…and more. If you're building a high-performance distributed support org, start here: Spotify: https://lnkd.in/gyZWpd54 Apple Podcast: https://lnkd.in/gBV7DuuR

CX leaders have seen things. But this bizarre story might top your list. During our latest CX Spotlight interview, Andrew Rios, MSML, who leads Customer Experience at Cityside Fiber, shared one of the most unexpected support interactions of his 25-year career: A customer called asking him to log into their personal email and change the password because their partner was reading their messages. But here’s the remarkable part: Andrew didn’t walk away from support after experiences like that. He ran toward it, because he saw complexity, unpredictability, and human behavior not as chaos, but as a calling. From being the first customer service hire at a startup to leading support at Fitbit, Cisco, and Turntide, Andrew has mastered what most leaders miss. His rule? “If it’s not documented, it never happened.” His superpower? Turning wild support moments into team learning rituals, like his powerful Support Case of the Week sessions. If you’ve ever said, “You won’t believe this ticket…”, Andrew gets you. And his insights will make you better for it. Read on: https://lnkd.in/giMTXmxC

You know that moment when a customer emails you directly… and suddenly you’re the only one who knows the conversation exists? It starts innocently, customers trust the people they’ve worked with, so they write to a personal email ID (like david@hiver.com) instead of support@hivercom (a shared email ID) . But behind the scenes, it creates a surprisingly messy chain reaction: 🚩 The rest of the team has zero visibility. 🚩 SLAs, tags, analytics — all go out the window. 🚩 You end up forwarding things manually (and hoping you didn’t miss anyone). 🚩 If you’re OOO, the context disappears. And before you know it, a critical email slips through the cracks Here’s where Hiver makes life a whole lot easier. With a simple automation rule, any email sent to an individual inbox can be instantly routed into a Shared Inbox — based on sender or domain. This means the entire team stays in the loop, collaboration doesn’t break, and Hiver’s full feature set kicks in, without asking customers to change their habits. Less chaos. More clarity. And customers always feel heard. Here’s a quick unboxing of this feature. See how it works 👇 Know more about the feature here: https://lnkd.in/g7M3WKkK #UnboxingHiver