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RESOURCES
Hiver helps you collaborate seamlessly with your team by helping you keep internal and external conversations clearly separated, yet in context. Write notes to teammates to have quick discussions that will continue to live next to emails and provide future context. Have HOW TO PROVIDE OUTSTANDING CUSTOMER SERVICE IN HEALTHCAREAUTHOR: TEJASKINGER
Hire the right kind of people: You might have the most-skilled doctors and nurses in the industry, but to provide a consistent, high-quality healthcare experience, you need to ensure that all of your customer-facing employees display the same level of customer-centricity as your doctors and nurses — they need to exhibit similar levels of empathy and communicate as effectively. CUSTOMER EMPOWERMENT It is a powerful customer empowerment tool because it helps customers learn to use the product effectively. If your product (like most SaaS products) relies on the user to set up and use the product by themselves, then the onboarding process can 10 BRILLIANT CUSTOMER SERVICE TRAINING GAMES Boost your team members’ listening skills. Teach your team to reduce errors that come from overlooking important information. 6. “ Whisperers and Listeners “. If you’re looking for a customer service training idea for listening skills, the old telephone game isan excellent one.
HOW TO CREATE A CULTURE OF EMPATHY IN YOUR CUSTOMEREMPATHY: IT’S WHAT SEPARATES GOOD CUSTOMER SERVICE FROM THE BEST CUSTOMER SERVICE8 WAYS TO CREATE MORE EMPATHY IN YOUR CUSTOMER SERVICE TEAMFINAL THOUGHTSSEE MORE ON HIVERHQ.COM 23 EMAIL MANAGEMENT BEST PRACTICES AND TIPS Under the General tab, you’ll find Keyboard shortcuts, just turn it “on” & click on the save button. C – The C key opens up a new compose window. S – In the Inbox view, the S key lets you star an email, hitting the S key again unstars the email. N & P – The N & P key lets you scroll through a conversation in a thread. CUSTOMER SERVICE IN LOGISTICS: HOW TO IMPROVE IT USING With the help of modern software, logistics companies can communicate better with customers, predict delivery conditions, and better manage packaging and inventory. Here are some ways logistics companies can harness technology to improve their customer service: 1. Streamline customer communication. Source. 5 STEPS TO IMPROVE HIGHER EDUCATION CUSTOMER SERVICE Poor customer service in higher education is one of the key reasons for the high school\/college dropout rates. In this blog post, we give you a five-step checklist to improve higher education customerservice.
GOOGLE COLLABORATIVE INBOX: 6 REASONS YOU SHOULD NOT USE Send an email, and you again get a reply via email. Basically, when you use the Google Collaborative Inbox, the only way you can exchange information with someone is email — unnecessarily clogs up everyone’s inboxes, and slows down teamwork. 6. You’ll 10 WRITING MISTAKES THAT MAKE YOUR EMAILS INEFFECTIVE Communication is the key to successful projects and healthy relationships. Since 8,000,000 emails are sent every second, I think it’s safe to say that email is one of the top communication tools of our time.Here are ten writing mistakes that can make your emailsineffective and
HIVER - WORLD'S 1ST GMAIL-BASED HELPDESK - HIVERHQ.COMNON-PROFITSCUSTOMERSPARTNER PROGRAMFRESHDESKEMAIL NOTESALLRESOURCES
Hiver helps you collaborate seamlessly with your team by helping you keep internal and external conversations clearly separated, yet in context. Write notes to teammates to have quick discussions that will continue to live next to emails and provide future context. Have HOW TO PROVIDE OUTSTANDING CUSTOMER SERVICE IN HEALTHCAREAUTHOR: TEJASKINGER
Hire the right kind of people: You might have the most-skilled doctors and nurses in the industry, but to provide a consistent, high-quality healthcare experience, you need to ensure that all of your customer-facing employees display the same level of customer-centricity as your doctors and nurses — they need to exhibit similar levels of empathy and communicate as effectively. CUSTOMER EMPOWERMENT It is a powerful customer empowerment tool because it helps customers learn to use the product effectively. If your product (like most SaaS products) relies on the user to set up and use the product by themselves, then the onboarding process can 10 BRILLIANT CUSTOMER SERVICE TRAINING GAMES Boost your team members’ listening skills. Teach your team to reduce errors that come from overlooking important information. 6. “ Whisperers and Listeners “. If you’re looking for a customer service training idea for listening skills, the old telephone game isan excellent one.
HOW TO CREATE A CULTURE OF EMPATHY IN YOUR CUSTOMEREMPATHY: IT’S WHAT SEPARATES GOOD CUSTOMER SERVICE FROM THE BEST CUSTOMER SERVICE8 WAYS TO CREATE MORE EMPATHY IN YOUR CUSTOMER SERVICE TEAMFINAL THOUGHTSSEE MORE ON HIVERHQ.COM CUSTOMER SERVICE IN LOGISTICS: HOW TO IMPROVE IT USING With the help of modern software, logistics companies can communicate better with customers, predict delivery conditions, and better manage packaging and inventory. Here are some ways logistics companies can harness technology to improve their customer service: 1. Streamline customer communication. Source. 23 EMAIL MANAGEMENT BEST PRACTICES AND TIPS Under the General tab, you’ll find Keyboard shortcuts, just turn it “on” & click on the save button. C – The C key opens up a new compose window. S – In the Inbox view, the S key lets you star an email, hitting the S key again unstars the email. N & P – The N & P key lets you scroll through a conversation in a thread. 5 STEPS TO IMPROVE HIGHER EDUCATION CUSTOMER SERVICE Poor customer service in higher education is one of the key reasons for the high school\/college dropout rates. In this blog post, we give you a five-step checklist to improve higher education customerservice.
GOOGLE COLLABORATIVE INBOX: 6 REASONS YOU SHOULD NOT USE Send an email, and you again get a reply via email. Basically, when you use the Google Collaborative Inbox, the only way you can exchange information with someone is email — unnecessarily clogs up everyone’s inboxes, and slows down teamwork. 6. You’ll 10 WRITING MISTAKES THAT MAKE YOUR EMAILS INEFFECTIVE Communication is the key to successful projects and healthy relationships. Since 8,000,000 emails are sent every second, I think it’s safe to say that email is one of the top communication tools of our time.Here are ten writing mistakes that can make your emailsineffective and
HIVER - WORLD'S 1ST GMAIL-BASED HELPDESK - HIVERHQ.COM Hiver helps you collaborate seamlessly with your team by helping you keep internal and external conversations clearly separated, yet in context. Write notes to teammates to have quick discussions that will continue to live next to emails and provide future context. Have THE COMPLETE GUIDE TO OUTSOURCING CUSTOMER SERVICE The Complete Guide to Outsourcing Customer Service The Ultimate Guide to Customer Service in the Manufacturing Industry Critical Customer Experience Metrics Nobody Talks About Customer Service in the Information Technology (IT) Industry – a Primer How Great Customer Service Can Be a Reliable Growth Strategy for a Small Business ReadBlog
GMAIL FILTERS 101: YOUR DEFINITIVE GUIDE TO GMAIL FILTERS Click on the ‘gear icon’ on the top right of your Gmail screen. Step 1: Creating a filter from the settings menu. Pick ‘settings’ from the dropdown. Step 2: Creating a filter from the settings menu. Step 3: Creating a filter from the settings menu. And then click on ‘filters and blocked addresses.’. This section shows you theKNOWLEDGE BASE
SLA for shared mailbox. Send emails from your shared mailbox email id. Business Hours for shared mailboxes. Automations for shared mailbox. Managing shared mailbox. Manage users of a shared mailbox. Delete a shared mailbox. Collecting customer GMAIL LABELS: EVERYTHING YOU NEED TO KNOW 1. Open or select the email. 2. Click on the ‘folder’ icon below the search bar. 3. A drop-down menu listing out all the available labels will appear and you can select the label (s) you want to assign to the email. Second method: You can also move an email 5 WAYS TO MAKE GROUP EMAIL MANAGEMENT EASY AS PIE Let’s dive in to see how you can manage group emails like a champ. 1. Eliminate forwards and Cc’s. On a typical workday, an average person spends 3 hours inside their inboxes, according to Adobe’s 2018 Consumer Email Survey. Now that’s a huge number there! SERVICE RECOVERY: TURN UNHAPPY CUSTOMERS INTO LOYAL FANS Micah Solomon, a seasoned customer service professional, advises keeping a few service recovery principles in mind — they will help you cultivate the right thought process for the moment of truth: 1. Do not make excuses. Most customers do understand 17 EMAIL PHRASES TO HELP YOU GET THE DESIRED RESPONSE 17. “Have a great day!”. The way you close an email may influence whether you get a response or not; or how fast you will get it. Seeing some gratitude or a nice wish at the end of an email can dispose people to answer right away. “Have a great weekend and I hope to hear from you soon!”. LOOKING FOR AN ALTERNATIVE TO OUTLOOK’S PUBLIC FOLDERS In a nutshell, Outlook Public Folders are an outdated, underpowered tool for today’s fast-paced world. Luckily, there is an alternative that gives you all the power, features, and usability you need for a smooth, collaboration-friendly workflow. That’s because Hiver makes collaboration the focus, not just messages, and turns your email into MANAGE SPAM FOR SHARED MAILBOX It is very easy to manage the Spam emails coming to your shared mailbox.Spam emails are treated the same way irrespective of whether the shared mailbox is a Gmail type or Group type.. What happens when a Spam email comes to the shared mailbox email id As with every other email coming to the shared mailbox, the Spam emails are also synced to all the users' mailboxes. HIVER - WORLD'S 1ST GMAIL-BASED HELPDESK - HIVERHQ.COMNON-PROFITSCUSTOMERSPARTNER PROGRAMFRESHDESKEMAIL NOTESALLRESOURCES
The Complete Guide to Outsourcing Customer Service The Ultimate Guide to Customer Service in the Manufacturing Industry Critical Customer Experience Metrics Nobody Talks About Customer Service in the Information Technology (IT) Industry – a Primer How Great Customer Service Can Be a Reliable Growth Strategy for a Small Business ReadBlog
HOW TO PROVIDE OUTSTANDING CUSTOMER SERVICE IN HEALTHCAREAUTHOR: TEJAS KINGEREXAMPLES OF OUTSTANDING CUSTOMER SERVICEOUTSTANDING CUSTOMER SERVICEOUTSTANDING SERVICE AWARDOUTSTANDING SERVICE AWARD EXAMPLESOUTSTANDING SERVICE AWARD LETTEROUTSTANDING SERVICE AWARDSAMPLES
Hire the right kind of people: You might have the most-skilled doctors and nurses in the industry, but to provide a consistent, high-quality healthcare experience, you need to ensure that all of your customer-facing employees display the same level of customer-centricity as your doctors and nurses — they need to exhibit similar levels of empathy and communicate as effectively. CUSTOMER EMPOWERMENT We’re living in the “age of the customer.” So it’s natural that the concept of customer experience is top-of-mind for every company. For years, customer service experts have called upon companies to empower their employees and leverage the latesttechnology to
10 BRILLIANT CUSTOMER SERVICE TRAINING GAMES You want customer service training ideas that get real-world results. Don’t you? But teaching your employees how to respond to different customer service situations is tough.. Thanks to customer service training games, you can make hard-to-grasp concepts a breeze.Gamifying your training helps your customer service team listen and communicatebetter.
HOW TO CREATE A CULTURE OF EMPATHY IN YOUR CUSTOMEREMPATHY: IT’S WHAT SEPARATES GOOD CUSTOMER SERVICE FROM THE BEST CUSTOMER SERVICE8 WAYS TO CREATE MORE EMPATHY IN YOUR CUSTOMER SERVICE TEAMFINAL THOUGHTSSEE MORE ON HIVERHQ.COM CUSTOMER SERVICE IN LOGISTICS: HOW TO IMPROVE IT USING The boom in online shopping and ecommerce infrastructure enables anyone with an internet connection to set up a global shop. While this creates opportunities for existing logistics players, it has also led to an increase in new companies providing services such as last-mile delivery.. While this creates lucrative opportunities for logistics companies worldwide, it has also led to a growth 5 STEPS TO IMPROVE HIGHER EDUCATION CUSTOMER SERVICECUSTOMER SERVICE SPECIALISTCUSTOMER SERVICE SPECIALIST JOBSCUSTOMER SERVICE SPECIALIST OBJECTIVECUSTOMER SERVICE SPECIALIST REMOTECUSTOMER SERVICE SPECIALIST RESUMEEDUCATION SERVICES SPECIALIST RESUME Poor customer service in higher education is one of the key reasons for the high school\/college dropout rates. In this blog post, we give you a five-step checklist to improve higher education customerservice.
GMAIL FILTERS 101: YOUR DEFINITIVE GUIDE TO GMAIL FILTERS Gmail filters 101: Everything you've always wanted to know about creating and using Gmail filters to manage emails effectively. GOOGLE COLLABORATIVE INBOX: 6 REASONS YOU SHOULD NOT USE What is the Google Collaborative Inbox? It’s a Google product to help teams distribute and track responsibility for emails that come to team inboxes like or . Why do we need a solution to manage team emails? 10 WRITING MISTAKES THAT MAKE YOUR EMAILS INEFFECTIVE Communication is the key to successful projects and healthy relationships. Since 8,000,000 emails are sent every second, I think it’s safe to say that email is one of the top communication tools of our time.Here are ten writing mistakes that can make your emailsineffective and
HIVER - WORLD'S 1ST GMAIL-BASED HELPDESK - HIVERHQ.COMNON-PROFITSCUSTOMERSPARTNER PROGRAMFRESHDESKEMAIL NOTESALLRESOURCES
The Complete Guide to Outsourcing Customer Service The Ultimate Guide to Customer Service in the Manufacturing Industry Critical Customer Experience Metrics Nobody Talks About Customer Service in the Information Technology (IT) Industry – a Primer How Great Customer Service Can Be a Reliable Growth Strategy for a Small Business ReadBlog
HOW TO PROVIDE OUTSTANDING CUSTOMER SERVICE IN HEALTHCAREAUTHOR: TEJAS KINGEREXAMPLES OF OUTSTANDING CUSTOMER SERVICEOUTSTANDING CUSTOMER SERVICEOUTSTANDING SERVICE AWARDOUTSTANDING SERVICE AWARD EXAMPLESOUTSTANDING SERVICE AWARD LETTEROUTSTANDING SERVICE AWARDSAMPLES
Hire the right kind of people: You might have the most-skilled doctors and nurses in the industry, but to provide a consistent, high-quality healthcare experience, you need to ensure that all of your customer-facing employees display the same level of customer-centricity as your doctors and nurses — they need to exhibit similar levels of empathy and communicate as effectively. CUSTOMER EMPOWERMENT We’re living in the “age of the customer.” So it’s natural that the concept of customer experience is top-of-mind for every company. For years, customer service experts have called upon companies to empower their employees and leverage the latesttechnology to
10 BRILLIANT CUSTOMER SERVICE TRAINING GAMES You want customer service training ideas that get real-world results. Don’t you? But teaching your employees how to respond to different customer service situations is tough.. Thanks to customer service training games, you can make hard-to-grasp concepts a breeze.Gamifying your training helps your customer service team listen and communicatebetter.
HOW TO CREATE A CULTURE OF EMPATHY IN YOUR CUSTOMEREMPATHY: IT’S WHAT SEPARATES GOOD CUSTOMER SERVICE FROM THE BEST CUSTOMER SERVICE8 WAYS TO CREATE MORE EMPATHY IN YOUR CUSTOMER SERVICE TEAMFINAL THOUGHTSSEE MORE ON HIVERHQ.COM CUSTOMER SERVICE IN LOGISTICS: HOW TO IMPROVE IT USING The boom in online shopping and ecommerce infrastructure enables anyone with an internet connection to set up a global shop. While this creates opportunities for existing logistics players, it has also led to an increase in new companies providing services such as last-mile delivery.. While this creates lucrative opportunities for logistics companies worldwide, it has also led to a growth 5 STEPS TO IMPROVE HIGHER EDUCATION CUSTOMER SERVICECUSTOMER SERVICE SPECIALISTCUSTOMER SERVICE SPECIALIST JOBSCUSTOMER SERVICE SPECIALIST OBJECTIVECUSTOMER SERVICE SPECIALIST REMOTECUSTOMER SERVICE SPECIALIST RESUMEEDUCATION SERVICES SPECIALIST RESUME Poor customer service in higher education is one of the key reasons for the high school\/college dropout rates. In this blog post, we give you a five-step checklist to improve higher education customerservice.
GMAIL FILTERS 101: YOUR DEFINITIVE GUIDE TO GMAIL FILTERS Gmail filters 101: Everything you've always wanted to know about creating and using Gmail filters to manage emails effectively. GOOGLE COLLABORATIVE INBOX: 6 REASONS YOU SHOULD NOT USE What is the Google Collaborative Inbox? It’s a Google product to help teams distribute and track responsibility for emails that come to team inboxes like or . Why do we need a solution to manage team emails? 10 WRITING MISTAKES THAT MAKE YOUR EMAILS INEFFECTIVE Communication is the key to successful projects and healthy relationships. Since 8,000,000 emails are sent every second, I think it’s safe to say that email is one of the top communication tools of our time.Here are ten writing mistakes that can make your emailsineffective and
HIVER - WORLD'S 1ST GMAIL-BASED HELPDESK - HIVERHQ.COM The Complete Guide to Outsourcing Customer Service The Ultimate Guide to Customer Service in the Manufacturing Industry Critical Customer Experience Metrics Nobody Talks About Customer Service in the Information Technology (IT) Industry – a Primer How Great Customer Service Can Be a Reliable Growth Strategy for a Small Business ReadBlog
THE COMPLETE GUIDE TO OUTSOURCING CUSTOMER SERVICE The Complete Guide to Outsourcing Customer Service The Ultimate Guide to Customer Service in the Manufacturing Industry Critical Customer Experience Metrics Nobody Talks About Customer Service in the Information Technology (IT) Industry – a Primer How Great Customer Service Can Be a Reliable Growth Strategy for a Small Business ReadBlog
GMAIL FILTERS 101: YOUR DEFINITIVE GUIDE TO GMAIL FILTERS Gmail filters 101: Everything you've always wanted to know about creating and using Gmail filters to manage emails effectively. 5 WAYS TO MAKE GROUP EMAIL MANAGEMENT EASY AS PIE In the present day, an overflowing inbox is one of the biggest triggers for mental stress. When you’re managing group email aliases like or , I’m sure you know exactly what I’m talking about.. There’s always a bunch of people who manage group email addresses and it turns chaotic quickly. SERVICE RECOVERY: TURN UNHAPPY CUSTOMERS INTO LOYAL FANS The Complete Guide to Outsourcing Customer Service The Ultimate Guide to Customer Service in the Manufacturing Industry Critical Customer Experience Metrics Nobody Talks About Customer Service in the Information Technology (IT) Industry – a Primer How Great Customer Service Can Be a Reliable Growth Strategy for a Small Business ReadBlog
KNOWLEDGE BASE
Manage emails in a shared mailbox Import emails to a shared mailbox Manage spam for shared mailbox 17 EMAIL PHRASES TO HELP YOU GET THE DESIRED RESPONSE The Complete Guide to Outsourcing Customer Service The Ultimate Guide to Customer Service in the Manufacturing Industry Critical Customer Experience Metrics Nobody Talks About Customer Service in the Information Technology (IT) Industry – a Primer How Great Customer Service Can Be a Reliable Growth Strategy for a Small Business ReadBlog
LOOKING FOR AN ALTERNATIVE TO OUTLOOK’S PUBLIC FOLDERS No analytics and tracking. Outlook’s Public Folders have no support for tracking or analytics.So if you’re using this for customer service or sales, you have no way of tracking how soon your team responds to messages. GMAIL LABELS: EVERYTHING YOU NEED TO KNOW Gmail Labels are a thousand times more useful than you think. Here's everything you need to learn about it - from label creation tosharing.
MANAGE SPAM FOR SHARED MAILBOX It is very easy to manage the Spam emails coming to your shared mailbox.Spam emails are treated the same way irrespective of whether the shared mailbox is a Gmail type or Group type.. What happens when a Spam email comes to the shared mailbox email id As with every other email coming to the shared mailbox, the Spam emails are also synced to all the users' mailboxes.*
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TRUSTED BY OVER 1500 COMPANIES DO BRILLIANT CUSTOMER SERVICE - RIGHT INSIDE GMAIL Hiver helps you easily access, assign and track emails coming to your shared customer service account SO, WHAT ARE YOU LOOKING FOR? I AM USING GMAIL FOR CUSTOMER SERVICE and emails are slipping through the cracks Check out Gmail powered by Hiver I AM USING A HELPDESK and it’s too complicated Turn Gmail into a helpdesk HIVER MAKES EMAIL CUSTOMER SERVICE A DELIGHT FOR YOUR TEAM ANDCUSTOMERS
CREATE ACCOUNTABILITY WITH EMAIL OWNERSHIP AND STATUS Hiver makes sure every email coming to your customer service email address has a clear status. You can assign emails to team members, ensuring clear accountability and timely responses to your customers. Delegate emails with ease COLLABORATE WITHOUT CCS AND FORWARDS Hiver helps you collaborate seamlessly with your team by helping you keep internal and external conversations clearly separated, yet in context. Write notes to teammates to have quick discussions that will continue to live next to emails and provide future context. Have contextual discussions AUTOMATE YOUR WORKFLOW AND KILL GRUNT WORK Remove the grunt work out of customer service. Automate repetitive tasks that eat away your team’s productivity. Auto-assign emails based on predefined rules, distribute workload with round-robin assignment, focus on what’s truly important. Assign emails automatically FIND AREAS OF IMPROVEMENT IN YOUR CUSTOMER SERVICE Improve your customer service with insights into workload distribution, SLA violations and team performance. Build custom reports to measure metrics specific to your business. Find out what your customers think through customer satisfaction surveys.Track key metrics
From a leadership perspective of managing a team, Hiver has some immense benefits. It gives managers high visibility into the team and how they’re doing. It makes it extremely easy to see the response to emails, and track the average first response time. JOHANNY RODRIGUEZ Associate Director of Account Managers at BergenLogistics
With Hiver, I have much better visibility into where an issue is on the resolution path. We've completely stopped missing emails. I would say trying to achieve this level of team coordination without Hiver would take 50%-100% more time. It is essentially like having an additional person on my team. NATHAN STRANG Ocean Freight Operations Manager at Flexport Because Hiver is accessible anywhere, our remote staff has the ability to assist their teams with answering emails. Should they have a specific question for their teammates, they utilize the Notes function to leave messages. Hiver doesn’t bind our employees to have to be in the office to be productive. JENNIFER NGUYEN Operations Associate at New Hope Fertility Center READ HOW HIVER WORKS ACROSS INDUSTRIES handles support tickets80%
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