Harvey

Harvey is an AI-powered tool developed by Hiver that enhances the productivity of customer service teams. It is designed to accurately identify the context of customer conversations and provide suggestions that help support agents work faster and deliver an exceptional customer experience. With its seamless integration with Gmail-based helpdesk capabilities and natural language processing (NLP) features, Harvey can streamline the email response process, allowing agents to focus on critical tasks instead of manual, repetitive ones. It also learns from interactions, improving the accuracy of its algorithms with every reopened conversation, and offers a seven-day free trial without requiring a credit card.

TLDR

Harvey by Hiver is an AI-powered tool that enhances the productivity of customer service teams. It accurately identifies the context of customer conversations and provides suggestions that help support agents work faster and deliver an exceptional customer experience. Its seamless integration with Gmail-based helpdesk capabilities and natural language processing features streamlines the email response process. It learns from interactions, offers a seven-day free trial, and helps users manage their emails and tasks more efficiently by collaborating with Hiver and integrating with other tools such as Miro, Slack, Trello, and Google Workspace. Hiver offers three different subscription plans, starting from $12 per user per month, with a seven-day free trial available, and special pricing for non-profit organizations.

Company Overview

Harvey, Hiver's AI Bot, is a reliable and intelligent sidekick that augments your customer service teams' productivity. This AI tool's cutting-edge Natural Language Processing (NLP) features accurately identify the context of customer conversations, enabling suggestions that help support agents work faster and deliver superior customer experiences. Harvey's seamless integration with Gmail-based helpdesk capabilities enhances your team's email handling efficiency and customer communication.

With Harvey, you can streamline the email response process by leveraging his suggested templates. He identifies the most relevant canned response template(s) to help support agents provide satisfactory resolutions promptly. Furthermore, Harvey's Thank You Detection feature detects non-actionable customer responses that are reopened, closes them, ensuring that your analytics data remains accurate with correct service level agreements (SLAs).

Harvey learns from your interactions, improving the accuracy of his algorithms with every conversation you reopen. This intuitive bot lets agents manage their work better by focusing on critical tasks instead of manual, repetitive tasks like closing conversations. Harvey's one-click setup saves you valuable time and eliminates redundant emails like autoresponders, allowing you to concentrate on critical customer queries. Managing customer queries in Gmail is incredibly easy with Hiver's rule-based automations, ensuring no missed emails and improved productivity.

Hiver's 7-day free trial that does not require a credit card lets you explore the myriad of features that the AI tool offers, helping your team collaborate efficiently and achieve maximum customer delight. Harvey is an exceptional AI tool from Hiver that enhances your organization's support team experience; all you need to do is sign up for Hiver's free trial today!

Features

Email Management

Views

Group customer emails by filter combinations and save them for quick access with Hiver's Views. Easily see all the emails related to a particular customer or issue without having to search through your entire inbox. This feature enables you to stay organized, enhance productivity and ensure no issue goes unnoticed.

Email Templates

Save canned responses as email templates and share them with your team with Hiver's Email Templates. Reduce response time on frequently asked questions and ensure consistency in your team's email communication. Share templates across teams, customize them when required, and save valuable time spent on crafting emails.

Workload Distribution

Get a real-time view of your team’s workload and optimize workload distribution with Hiver's Workload Distribution feature. This feature enables you to allocate emails among your team members automatically and equally. It ensures that no one is overworked, no email goes unattended, and it enables you to meet your SLAs effortlessly.

Collaboration

Collaborators

Collaborate with co-workers from teams outside your shared mailbox and resolve customer queries/issues faster with Hiver's Collaborators feature. This feature allows you to add collaborators who can participate in the email thread without logging in to your email account. It saves time and fosters collaboration, enabling your team to deliver outstanding customer service.

Shared Drafts

Collaborate on email responses in real-time by sharing drafts with the team to figure out the best responses for your customers with Hiver's Shared Drafts feature. This feature enables team members to suggest edits, add comments, and work on drafts simultaneously without risking sending multiple disjointed responses to the customer. It ensures consistency, enhances customer satisfaction, and reduces the response time.

Notes and @mentions

Collaborate with your team seamlessly, minus Cc/Bcc/forwards, and use @mentions to rope in specific agents when needed with Hiver's Notes and @mentions feature. This feature enables you to add private notes to email threads, highlight important points, and get instant notifications when you are mentioned in a conversation. It fosters teamwork, ensures accountability, and streamlines communication within your team.

Harvey - The AI Bot

Round Robin Assignment

Automatically assign emails to your customer service team in a Round-Robin manner for better workload distribution with Hiver's Harvey - The AI Bot Round Robin Assignment feature. This feature ensures that every team member takes an equal share of customer requests, preventing the most experienced or available agent from being overburdened. It guarantees that every customer request is addressed within your specified SLA.

Body-search Automations

Set up trigger conditions based on the content in the email body to make automations more contextual with Hiver's Harvey - The AI Bot Body-search Automations feature. This feature enables you to create rules based on the content of the email conversation, making them more relevant and context-specific. It prevents unwanted automated responses, and ensures that the right agent is assigned to the right request at the right time.

Customer Surveys (CSAT)

Measure customer satisfaction and collect feedback from your customers by sending a short survey at the end of emails with Hiver's Harvey - the AI Bot Customer Surveys feature. This feature enables you to collect real-time feedback from customers on their interaction with your team and track the overall customer satisfaction levels.

Integrations

Harvey's AI tool seamlessly integrates with Gmail, allowing users to manage their emails efficiently and effectively. As a 100% Gmail-based tool, Harvey's is ideal for individuals and businesses seeking to simplify their email management process. Additionally, users have access to a free 7-day trial without the need for a credit card, making it easy to try before committing to the tool.

Hiver

Hiver is an excellent email management tool that serves as Harvey's trustworthy, discerning, and dependable sidekick. It helps users manage their emails better and faster, with fantastic customer service. As an extremely easy-to-use tool, Hiver makes it easy to hit the ground running from day one, and the transition to the tool is a painless affair. Combined with Harvey's AI capabilities, Hiver helps users streamline their email management process and maximize productivity.

Google Workspace

Harvey's AI tool integrates seamlessly with Google Workspace, making it incredibly easy to manage emails and tasks. Users can use Harvey's alongside Google Calendar, Google Drive, and Google Meet, streamlining their workflow and increasing productivity. By leveraging Harvey's AI capabilities, users can automate tedious tasks, leaving more time to focus on other important business operations.

Miro

Miro is a collaborative online whiteboard platform that integrates seamlessly with Harvey's AI tool. Together, they provide a powerful solution for brainstorming, ideation, and collaboration. With Harvey's AI capabilities, the tool makes it easy for teams to manage their emails and tasks while collaborating on Miro, enhancing productivity and ensuring that ideas are always captured and acted on.

Slack

Harvey's AI tool integrates easily with Slack, the popular collaboration platform that makes it easy for teams to stay connected and work together. With the combination of Harvey's AI capabilities and Slack, users can improve communication and collaboration, reducing the risk of miscommunication and enhancing productivity. Slack and Harvey's AI tool allow users to manage their emails and tasks alongside their favorite Slack channels, making it easy to stay on top of everything.

Trello

Trello is a powerful project management tool that integrates seamlessly with Harvey's AI tool. Together, they provide comprehensive email management capabilities that enable teams to collaborate effectively and work together towards their goals. By integrating Harvey's and Trello, users can streamline their workflow, automate tedious tasks, and ensure that everyone is on the same page. With Harvey's AI tool, Trello becomes an even more powerful project management tool, making it easy for users to organize and prioritize their tasks.

Pricing

Hiver offers three different subscription levels, Lite, Pro, and Elite, with monthly pricing starting at $12 per user. The Lite plan provides all the essential tools for getting started with customer service, including shared inboxes, email templates, and collision detection. The popular Pro plan, starting at $24 per user per month, includes SLAs, CSAT, and rich visual analytics to help you deliver outstanding customer service. The Elite plan, starting at $35 per user per month, offers custom access control, round-robin assignment, and uptime SLA for delivering customer delight.

When you sign up for Hiver, you receive a free 7-day trial with no credit card required. During the trial, you have access to the Elite plan, allowing you to use Hiver without any limits and experience the best support Hiver has to offer. If you choose to continue using Hiver after the trial, you can select a plan and pay by credit card.

If you’re a non-profit organization, Hiver offers special pricing options. Hiver is loved by over 8000 teams on Google Workspace and is the only customer service solution that does not store your emails, making your data safety Hiver’s topmost priority. Upgrading to a paid subscription only requires you to pay for the number of users you enable to access Hiver. You have complete control over this from within Hiver, allowing you to change your user numbers at any time.

Overall, Hiver's pricing is reasonable and provides a range of options to meet the needs of different businesses. Hiver's free trial period is also an excellent way for businesses to get a feel for the product and determine which subscription plan is most suitable for their organization. So, if you're interested in giving Hiver a try, sign up for their free trial today!

FAQ

What is Harvey and how can it benefit my customer support team?

Harvey is an AI bot designed to improve the productivity of your customer service teams. With cutting-edge NLP features, Harvey accurately identifies the context of customer conversations, enabling suggestions that help agents work faster and deliver superior customer experiences. Harvey's seamless integration with Gmail-based helpdesk capabilities enhances your team's email handling efficiency and customer communication. By leveraging his suggested templates, customer agents can streamline the email response process, ensuring quick and satisfactory resolution for customers. Harvey's Thank You Detection feature closes non-actionable customer responses, ensuring accurate analytics data with correct SLAs. With Harvey's intuitive learning algorithms, you can manage customer queries in Gmail easily, ensuring no missed emails and improved productivity for your team.

How does Harvey improve customer satisfaction?

With Harvey, your customer service team can deliver faster and superior customer service experiences. Harvey's NLP features accurately detect customer context and enable agents to resolve customer queries faster. By harnessing Harvey's suggested templates, you can streamline the email response process, ensuring quick and satisfactory resolution for customers. Harvey's intuitive learning algorithms ensure that customer queries are managed efficiently, focusing on critical tasks instead of manual and repetitive tasks. Harvey's seamless integration with Gmail-based helpdesk capabilities enhances your team's email handling efficiency and customer communication. The result is improved productivity, faster resolutions, and an overall better customer experience.

How does Harvey save time for my customer service team?

Harvey's AI-powered capabilities automate routine and repetitive tasks that eat into your customer service team's time, allowing them to focus on critical tasks. The AI bot's suggested templates, rule-based automations, and intuitive learning algorithms enable your team to manage customer queries in Gmail easily. Harvey's one-click setup ensures a seamless integration with Gmail-based helpdesk capabilities, eliminating redundant emails like autoresponders. Furthermore, Harvey's Thank You Detection feature automatically closes non-actionable customer responses, ensuring correct SLAs and analytics data, saving valuable time for your team.

Does Harvey have a free trial?

Yes, Harvey offers a 7-day free trial that does not require a credit card. The free trial enables you to explore the myriad of features that the AI tool offers, helping your team collaborate efficiently and achieve maximum customer delight. The process is quick and easy; all you need to do is sign up for Hiver's free trial today!

What kind of support does Harvey offer?

Harvey's technical team provides support during the hours of 8:00 am - 5:00 pm EST, and you can contact them via email at [email protected] or by dialing 800.645.5609. Additionally, Hiver offers a wide range of resources and solutions to help improve customer service delivery. Visit Harvey's Resources page, where Hiver's team of technical experts welcomes the opportunity to speak with you. The page also contains useful information about Harvey's offerings, including Harvey's Tool Libraries, FAQs, and a brand overview.

Alternatives

Many teams opt to use Hiver as a shared inbox and basic help desk tool because it works as an add-on to Gmail. However, Hiver falls behind other help desk solutions when it comes to additional tools like live chat or knowledge base software. Here are some of the best Hiver alternatives:

1. Help Scout

Help Scout is a complete customer support platform designed for growing teams. With robust features like a shared inbox, knowledge base builder, and live chat support, Help Scout is a better option than Hiver. They also offer productivity tools, workflows, and saved replies to automate manual tasks, and reports to track team performance. Help Scout has integrations with 90+ tools like Salesforce and Asana, mobile apps, and 24/6 customer support.

2. Gmelius

Gmelius is another Gmail add-on similar to Hiver that offers internal notes, shared labels, and Kanban board functionality. However, Gmelius lacks some core customer service tools and limits certain features to specific plans. It’s a better choice for teams wanting project management capabilities and is more affordable than Hiver.

3. Front

If you’re looking for a shared inbox tool that allows you to respond from a personal email address but still have the functionality of shared inbox software, Front could be a good option. They offer collaboration features like internal notes, comments, and ticket assigning, and also have preset rule templates and custom automations to reduce manual work. However, they lack support-specific features and limit some basic features to their most expensive plans.

4. Freshdesk

Freshdesk is a help desk software that offers access to multiple customer support tools like shared inbox, knowledge base software, and live chat capabilities. They also offer some advanced features like AI chatbots, which are limited to the highest-cost plans. The main differentiator of Freshdesk is included phone minutes on their omnichannel plans, making it a great option for phone-heavy teams. However, like other Hiver alternatives, they do lack some support-specific tools and limit some basic features to their highest-cost plans.

5. Gorgias

Gorgias is a help desk software focused on small businesses working in ecommerce. It offers a shared inbox and live chat tool along with Shopify, Magento, and BigCommerce integrations, which allow you to edit orders and offer refunds directly from your help desk. Their plans do have ticket limits, though, which can make it difficult to estimate monthly costs.