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Hiver is a delightfully easy-to-use customer service platform that brings together all your communication channels, apps and data so you can provide stellar support to every customer.
Hiver enables real-time collaboration across every customer communication channel, powered by AI and automation to resolve issues and help teams work faster. Over 10,000 teams of all shapes and sizes globally - from Flexport to Harvard University, Vacasa and Epic Games - rely on Hiver to deliver exceptional support that wins and retains customers for life.
Hiver brings all your customer communications, applications, and insights into one intuitive platform, empowering teams to deliver exceptional support with ease.
In the current agentic age, it still makes sense to build "dumb", rule based automations.
Case in point: our newly released automations to move emails from personal inboxes to team inboxes.
The problem: customers very frequently email the person they know in a company for support instead of contacting on the established support channels. The emails stay siloed in personal inboxes, and might not be attended to in a timely manner.
The solution: automations at the account level to pull in emails from personal inboxes into a shared workspace based on simple, pre-defined rules.
A simple, rigid but bullet proof solution to a very important problem.
One hour you're a detective, the next a therapist, then a teacher, a techie, or a project manager.
Miles Goldstein, who has led customer support at companies like Okta and Amobee, calls this the “many hats mindset.” It’s how he’s helped global support teams reduce escalations, win customer trust, and deliver support that’s actually human.
In this episode of CX Spotlight, Miles talks about:
→ The importance of email as a customer support channel.
→ The importance of having backup support engineers for premium customers
→ How AI's biggest strength can be making sense of knowledge across systems.
Here's the full conversation: https://lnkd.in/gPNJrasZ
In logistics, speed is everything, and so is structure.
When ITS Logistics started managing hundreds of customer conversations daily, things got messy: duplicate replies, no visibility, and delayed quotes.
That’s when Alejandro Arboleda, Operations Director at ITS Logistics, and his team decided to make a change.
They adopted Hiver to centralize communication, automate routing, and bring accountability to every request.
The results:
⚡ Quotes went out 61% faster, helping the sales team respond to customers in under 40 minutes instead of over an hour.
⚡ Dispatch operations ran 26% faster, keeping shipments on schedule and reducing back-and-forth.
⚡ 85–90% of conversations now route automatically, so reps spend less time sorting emails and more time solving customer issues.
All in just three weeks.
Alejandro's team is also extensively using Hiver AI to bring efficiency to everyday operations:
🧠 AI Sentiment Analysis to spot negative tones early and prioritize sensitive conversations.
✍️ AI Compose to fine-tune tone and clarity in replies to customers.
🏷️ AI Tagging to automatically categorize requests for faster routing and resolution.
What ITS Logistics achieved shows how modern teams can use Hiver to simplify operations, and deliver service that’s both fast and human.
Read more here: https://lnkd.in/gUTnH8fw#SuccessStory
Hiver was built on a simple belief: customer service shouldn’t be complicated.
Most helpdesks back then felt like heavy machinery, built for tickets, not people.
We wanted to change that.
Last week, we celebrated Hiver’s 8th anniversary, which reminded us of what has truly kept us moving forward.
Not just the product, but the people who believed in it. Believed that there’s a better way to build customer service software: powerful, intuitive, and human.
To our customers: thank you for trusting us with your support operations and holding us to a higher bar every day.
To the Hiver crew: you’ve proven that power without complexity isn’t a tagline, it’s how we build.
Year nine is about doubling down on that spirit: listening more intently, building smarter, and creating space for people to do their best work of their careers.
P.S. We’re hiring. The link’s in the comments.
In creative branding, chaos loves the inbox.
At Whitestone, VP of Operations Tod Ellington turns that chaos into a signal with Hiver.
He made ownership visible, SLAs explicit, and follow-through automatic, so “who’s on it?” never slows the work.
In this episode of Experience Matters podcast, Tod and Niraj talk about using Hiver to make support both faster and more human.
🎧 Watch the full conversation for practical, field-tested ways to grow creative ops without losing control:
https://lnkd.in/e_kdpQGQ
Visiting Angels has had a special place in my mind this week.
Their teams coordinate in-home care for seniors across the Midwest, real people, real schedules, real families counting on steady communication.
They moved beyond basic setups (think: Google Groups) and built everyday clarity, clean queues, clear ownership.
This made handoffs simpler, so that a caregiver, a coordinator, and a concerned daughter all get the same, calm support experience.
They didn’t keep it to themselves, either. They’ve hosted webinars, shared what works, and given us the kind of field feedback you can only get from teams who live this work.
The goal isn’t “more tools.” It’s fewer unknowns. And when the work is this human, that matters.
To the folks at @Visiting Angels: thank you for proving that modern support can be both warm and reliable.
#MissionPossible#CustomerServiceWeek2025#CSWeek2025Hiver
A peek into the Hiver hackathon we had in our bangalore office a few weeks back.
This was the 6th edition of our hackathon, and by far the most exciting one. 2 of the projects from this hackathon have already gone to production, being heavily used by our customers. And there's another one on the way!
I missed participating in person, but was riveted to my laptop for the entire 3-4 hours of demos late in the night. Looking forward to being there in person for the next one. Great work team!
Everyone’s talking about “training the AI”, but not enough folks are asking “what we’re training it on?”
This cartoon is the perfect example.
The setup is full of color and variety. Expectations are sky-high.
But the result? Dull, repetitive output. Why?
Because **AI only reflects what it’s given**.
You don’t get useful insights by just turning on a model and hoping for the best. You get there by being intentional:
→ You need to curate the data.
→ You have to document edge cases.
→ You need to build examples of what “good” looks like.
It’s easy to fall into the trap of overpromising what AI can do without giving it the foundation to succeed.
If you’re leading customer service in your organization and want to use AI without falling into the one-size-fits-all trap, our latest report has great examples from teams doing it right.
Check it out here: https://lnkd.in/gNZ6sd-E
People in customer care aren’t asking for miracles. They just want tools that actually help them, not ones that try to replace them.
That’s why I think AI co-pilots are so exciting. Used in the right way, they can make an agent’s job smoother and less stressful.
For me, the value is simple:
👉 having context right when you need it
👉 suggestions that cut through noise instead of adding to it
👉 summaries that reduce mental load instead of creating more work
That’s where AI makes the real difference. It’s not about taking over. It’s about supporting people so they can focus on what matters most: solving problems and having meaningful conversations with customers.
If you’re curious how others in the industry are approaching this shift, Hiver's latest report has some great insights and examples:
👉 https://lnkd.in/dXY8duka
AI in customers service has to be a lot more than just unleashing a chatbot on hapless customers.
I'm very proud of how we've brought AI into every customer service touchpoint, not just for customers, but also for people delivering customer service. From a co-pilot to assist your customer service team, agents that connect to your systems of record and draft replies, to an AI quality assurance tool for your service - Hiver has it all.
And we’re just getting started. As we speak to more of our customers, we are constantly learning how we can truly add value to their workflows. At the same time we’re staying very far away from vanity AI.
Learn more here: https://lnkd.in/gq5Qu4vM