/Hiver targets helpdesk market with the launch of Analytics 2.0

Hiver targets helpdesk market with the launch of Analytics 2.0

NEW DELHI: Hiver, a Gmail-centric customer service solution that helps teams across the organization collaborate on shared inboxes like services, support, has launched a new analytics platform. With this, Hiver, which has till now operated in the shared inbox space, has entered the billion-dollar helpdesk software market, according to a release. With the launch of the new platform Hiver is also rebranding itself as a customer service solution.

Niraj Ranjan, CEO Hiver, said, “Though we are a fairly horizontal product, 70-80% of our customers have been leveraging Hiver for managing customer communication. So it made sense for us to bridge the gap between how we communicate about the problem we solve and what problem the customers actually solve through the product.”

The analytics platform, one of the core requirements of customer support teams, will help teams track all the key metrics to measure customer service and also enable them to build custom reports.

Hiver has over 1500 customers globally, including Canva, Kiwi.com, Flexport, Capterra, Lonely Planet, and Harvard University.

“Most businesses using G Suite start out handling customer emails by using labels or Google Groups but run into collaboration issues as they scale. They are forced to move to helpdesks (which can be fairly overwhelming) for lack of a native Gmail solution. Hiver bridges this gap by offering helpdesk-like capabilities on top of Gmail,” added Ranjan. Over 5 million businesses currently use G-Suite.

The new tagline for the brand ‘The human way of doing customer service’, is part of the rebranding exercise that underlines Hiver’s focus on customer service solution.

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Small Biz-Economic Times