Hiver vs Freshdesk (2024 Comparison)
Hiver offers seamless Gmail integration, making email management efficient and user-friendly. It's perfect for teams that rely heavily on email communication and need a tool that enhances productivity.
- Seamless Gmail integration
- Efficient email management
- User-friendly interface
- Limited automation features
- No self-service portal
- Basic ticketing system
Free plan?
YesStarting price
$19 per month per user
Freshdesk provides a comprehensive support solution with powerful automation tools and extensive integrations. It's ideal for businesses looking to streamline their support operations and improve customer satisfaction.
- Comprehensive ticketing system
- Powerful automation tools
- Extensive integrations
- Less personalized support
- Higher learning curve
- Limited email integration
Free plan?
YesStarting price
€15 per agent per monthWhat is Hiver?
Hiver is a collaborative email management tool designed to streamline customer support and team communication. It integrates seamlessly with Gmail, allowing teams to manage shared inboxes efficiently. With Hiver, you can assign emails, track their status, and collaborate with your team without leaving your Gmail interface. This tool is particularly beneficial for businesses that rely heavily on email communication, as it helps reduce response times and improve customer satisfaction.
What is Freshdesk?
Freshdesk is a cloud-based customer support software that helps businesses manage customer queries and support tickets efficiently. It offers a range of features, including ticketing, automation, and self-service portals, making it easier for support teams to provide timely and effective assistance. Freshdesk is ideal for businesses of all sizes looking to enhance their customer support operations and improve customer satisfaction.
Pros and Cons of Hiver vs Freshdesk
Pros & Cons of Hiver
- Hiver integrates directly with Gmail, allowing users to manage shared inboxes and collaborate on emails without leaving their familiar email interface. This seamless integration enhances productivity and streamlines communication.
- Hiver excels in managing emails, providing features like email assignment, status tracking, and collaboration tools. These features help teams handle customer queries efficiently and improve response times.
- Hiver's interface is intuitive and easy to navigate, making it accessible for users of all skill levels. Its design ensures that users can quickly adapt to the tool and maximize its potential.
- Hiver's automation capabilities are limited compared to other tools, focusing primarily on email management. This limitation may hinder teams looking to automate repetitive tasks and streamline workflows.
- Hiver does not offer a self-service portal, which can be a drawback for businesses looking to empower customers with self-help options. This absence may increase the workload on support teams.
Pros & Cons of Freshdesk
- Freshdesk offers a robust ticketing system that allows support teams to manage customer queries efficiently. Its advanced features, such as automation and multi-channel support, make it ideal for larger teams.
- Freshdesk provides powerful automation tools that streamline support operations, reducing manual tasks and improving efficiency. These tools help teams manage SLAs effectively and enhance customer satisfaction.
- Freshdesk offers a wide range of integrations with third-party applications, enhancing its functionality and allowing businesses to customize their support operations. This flexibility makes it a versatile tool for various industries.
- Freshdesk's larger user base can sometimes lead to less personalized support experiences. While the support team is reliable, users may experience longer response times compared to smaller, more focused tools.
- Freshdesk's extensive features and functionalities can result in a higher learning curve for new users. It may take time for teams to fully understand and utilize all the available tools effectively.
Hiver vs Freshdesk: At A Glance
Hiver vs Freshdesk: A Detailed Breakdown of Key Features
Email Management
Hiver excels in email management, offering seamless integration with Gmail. It allows you to manage shared inboxes, assign emails, and track their status without leaving your Gmail interface. This feature is particularly beneficial for teams that rely heavily on email communication. Freshdesk, while offering email management, is not as tightly integrated with Gmail, making Hiver the better choice for email-centric teams.
Ticketing System
Freshdesk's ticketing system is robust and feature-rich, allowing support teams to manage customer queries efficiently. It offers advanced features like automation and multi-channel support, making it ideal for larger teams. Hiver's ticketing system is more basic, focusing on email-based support. If you need a comprehensive ticketing solution, Freshdesk is the better option.
Automation
Freshdesk offers powerful automation features that streamline support operations, reducing manual tasks and improving efficiency. It allows you to automate repetitive tasks, set up workflows, and manage SLAs effectively. Hiver's automation capabilities are more limited, focusing on email management. If automation is a priority, Freshdesk is the superior choice.
Collaboration Tools
Both Hiver and Freshdesk offer collaboration tools, but Hiver's integration with Gmail makes it easier for teams to collaborate on emails. You can assign tasks, leave notes, and track email status within Gmail. Freshdesk offers collaboration features within its platform, but Hiver's seamless integration gives it an edge for email-based collaboration.
Self-Service Portal
Freshdesk provides a comprehensive self-service portal, allowing customers to find answers to their queries without contacting support. This feature reduces the workload on support teams and improves customer satisfaction. Hiver does not offer a self-service portal, making Freshdesk the better choice for businesses looking to empower their customers with self-service options.
Reporting and Analytics
Both Hiver and Freshdesk offer reporting and analytics features, but Freshdesk provides more advanced options. It offers detailed insights into support operations, helping teams identify areas for improvement. Hiver's reporting is more focused on email performance. If you need in-depth analytics, Freshdesk is the better choice.
Pricing Comparison of Hiver and Freshdesk
To assist you in making an informed choice, we’ve outlined the pricing plans and essential features of Hiver and Freshdesk. This comparison will highlight the best option for managing your customer support needs.
Hiver Pricing Plans
- Organize and track emails as tasks with visibility into workload.
- Support customers on their preferred channel like WhatsApp.
- Empower customers to self-serve with a centralized library.
- Collaborate as a team with notes, @mentions, and permalinks.
- Build rule-based automation with triggers and conditions.
- Auto-assign emails in a round-robin fashion among team.
- Ensure contracts and goals are met with defined resolution times.
- Add custom data points to conversations for reporting.
- Customize reports to meet business reporting needs.
- Enhance workflow by integrating with thousands of apps.
- Access advanced analytics for team performance.
- Use Zapier to automate daily tasks with favorite apps.
- Measure and boost customer satisfaction with CSAT surveys.
- Set business hours to track SLAs during operating hours.
- Leverage AI capabilities for email template suggestions.
- Access advanced analytics with custom dashboards.
- Create and assign tailored roles with specific permissions.
- Ensure confidentiality and security of healthcare information.
- Simplify access management with single sign-on functionality.
- Get a customer success manager for maximizing platform value.
Freshdesk Pricing Plans
- Team collaboration via threads for seamless communication.
- Integrated knowledge base for quick information access.
- Efficient customer service with no cost for up to 2 agents.
- Basic tools for small teams to start with customer support.
- Real-time dashboards for monitoring performance.
- Automation to streamline repetitive tasks.
- Customer portal for enhanced service management.
- Ideal for growing businesses needing advanced tools.
- Custom objects for tailored data management.
- Advanced ticketing for complex queries.
- Custom reporting for in-depth insights.
- Different routing mechanisms for efficient query handling.
- Approval workflows for streamlined processes.
- Skills-based assignments for efficient task allocation.
- Additional security features for data protection.
- Ideal for large organizations with complex needs.
Our Rating Methodology
We thoroughly evaluate each customer support tool, focusing on key aspects like functionality, scalability, and ease of use. By analyzing user reviews and conducting hands-on testing, we ensure our recommendations are reliable. Each factor is weighted by importance to deliver an accurate final rating, helping you make informed decisions.
Hiver or Freshdesk: Which One Matches Your Business Needs?
Choose Hiver If You Need ...
- Seamless Gmail integration
If your team relies heavily on Gmail for communication, Hiver is the ideal choice. Its seamless integration with Gmail allows you to manage shared inboxes and collaborate on emails without leaving your familiar email interface.
- Efficient email management
If your business primarily uses email for customer support, Hiver's efficient email management features make it the better option. It allows you to assign emails, track their status, and collaborate with your team effectively.
Choose Freshdesk If You Need ...
- Comprehensive support solution
If your business requires a robust support solution with advanced features, Freshdesk is the better choice. Its comprehensive ticketing system, automation tools, and self-service portal make it ideal for larger support teams.
- Powerful automation tools
If automation is a priority for your support operations, Freshdesk's powerful automation tools make it the superior option. It allows you to automate repetitive tasks, set up workflows, and manage SLAs effectively.
Frequently Asked Questions
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Anastasia Belyh
Anastasia Belyh is a senior tech writer with over 15 years of experience in marketing, sales, and business software. Having worked in investment banking, management consulting, and founded multiple companies, her in-depth knowledge and hands-on expertise make her software reviews authoritative, trustworthy, and highly practical for business decision-makers.
