Hiver für Kundendienst im Jahr 2026: Ein ausführlicher Testbericht
Hiver is a customer service platform that helps teams manage email, live chat, voice, WhatsApp, and more from one simplified workspace. It works best for customer service leaders running fast-moving teams in industries like logistics, e-commerce, finance, and tech—especially those who already rely heavily on email, chat, and voice channels. You get clear value by speeding up your team’s work, cutting busywork with AI, and making support feel effortless for both agents and customers.
In this article, you’ll get a full breakdown of Hiver’s features, pros and cons, use cases, and more, so you can decide if it’s right for your team.
Hiver Evaluation Summary
- From $25/user/month (billed annually)
- Free plan available
Why Trust Our Software Reviews
Hiver Overview
Hiver is a solid choice if you want customer service software that stays easy for your team but still delivers strong workflow automation. Its modern design, omnichannel coverage, and Hiver AI give it an advantage over tools that feel heavier or more rigid. I like that it outperforms competitors on usability, onboarding speed, and personalized responses, though teams with highly complex enterprise workflows may want deeper customization. If you're judging tools based on day-to-day productivity and how fast your team can respond, Hiver is a practical, high-value pick.
pros
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Hiver AI reduces manual effort by drafting responses, auto-tagging conversations, and summarizing threads in seconds.
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You deliver human-like, personalized responses without switching tabs or sounding robotic.
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Your team stays aligned with shared drafts, notes, collision alerts, and clear ownership.
cons
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No advanced help desk forecasting, capacity planning, or predictive SLA breach modeling.
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Complex enterprise workflows may require more customization than Hiver currently offers.
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Teams with support channels outside of chat, email, and call (like social channels), may find the platform lacks features.
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Freshdesk
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Hiver
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6 -
Issuetrak
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How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
Core Features
Omnichannel Inbox
You manage email, chat, voice, WhatsApp, and portal requests from one simple view. It keeps your team organized without requiring them to learn a complex new interface.
Ticketing
You assign, track, and respond to customer conversations with clarity and structure. It helps your team avoid confusion and resolve issues faster.
Live Chat
You help customers in real time with simple routing and AI-backed support. It gives your team a fast way to resolve issues and keep customers engaged.
Workflow Automation
You automate routing, tagging, and categorizing tasks based on rules. This reduces manual work so your team focuses on customer conversations instead of admin tasks.
Knowledge Base & Self-Service Tools:
You create help center articles and deploy an AI-powered chat widget to let customers solve problems on their own. This reduces inbound questions and improves customer experience.
Analytics & Dashboards
You track response time, resolution time, CSAT, and agent performance. It gives you the data you need to improve operations and plan staffing.
Ease of Use
Hiver is easy to use because its modern and intuitive design centralizes multi-channel communications. Even during busy periods, the interface stays clean and helps you assign work without confusion. AI speeds up common actions like drafting, tagging, and summarizing, which reduces the number of clicks needed to handle each conversation. It’s a practical choice if you want your team to pick up the tool quickly and stay productive.
Integrations
Hiver integrates natively with Salesforce, HubSpot, Shopify, Netsuite, Shopify, ClickUp, Asana, Jira, Pipedrive, Aircall, and Slack. It also offers an API and connects with third-party integration tools like Zapier.
New Product Updates from Hiver
Hiver AI Updates: QA and Tagging Boost Efficiency
Hiver introduces AI QA and AI Tagging to evaluate response quality and automatically categorize incoming conversations. These updates improve support operations by surfacing quality insights and triggering automations based on conversation intent. Highlights include:
- AI QA: Evaluates team responses against quality parameters and surfaces performance insights across conversations.
- AI Tagging: Automatically assigns tags to conversations based on content and intent to support routing and automation.
Visit Hiver’s official site for more details.
for more details.
Hiver Automatically Moves Personal Emails to Shared Inboxes
Hiver introduces automation that automatically moves customer emails sent to personal inboxes into Shared Inboxes. This improves collaboration by ensuring conversations are visible, assigned, and managed by the entire team. Highlights include:
- Automatic Email Movement: Emails addressed to personal inboxes can now be seamlessly redirected to Shared Inboxes, ensuring all team members have visibility.
- Centralized Tracking: By having all emails in one place, teams can track communications more efficiently and ensure all messages are responded to promptly.
- Improved Team Collaboration: Shared Inboxes prevent emails from being siloed, fostering a collaborative environment where team members can manage and assign conversations appropriately.
Visit Hiver's official site for more details.
Hiver Introduces Custom Objects for Data-Driven Workflows
Hiver introduces Custom Objects, enabling teams to import external data from CRM systems or spreadsheets and use it within workflows. This improves efficiency by allowing conversations to be automatically routed or managed based on predefined data relationships. Highlights include:
- Import External Data: Users can now import data from CRMs and spreadsheets directly into Hiver as Custom Objects.
- Dynamic Workflows: This feature empowers users to create dynamic workflows by utilizing imported data.
- Automated Routing: Custom Objects allow for automated routing of conversations based on predefined relationships, improving response time and accuracy.
Visit Hiver's official site for more details.
Hiver Enhances AI Sentiment Analysis
Hiver enhances AI sentiment analysis by continuously analyzing customer tone and conversation signals in real time. This improves response prioritization, helps teams identify risk early, and supports faster intervention in critical customer situations. Here are the details of the update:
- Continuous Sentiment Evaluation: Monitors customer tone across conversations to detect frustration or risk.
- Early Risk Identification: Helps teams spot at-risk or dissatisfied customers sooner.
- Smarter Response Prioritization: Enables teams to prioritize conversations based on sentiment signals.
Visit Hiver’s official site for more details.
Centralized Management In Hiver Omni
Hiver enhances centralized management in Hiver Omni by introducing a centralized Accounts and Contacts directory with full conversation context and activity history. This improves customer visibility, helps teams access key insights faster, and supports better relationship management. Here are the details of the update:
- Centralized Accounts and Contacts Directory: Access complete customer interaction history from a single view.
- Full Conversation Context: View activities, communications, and key details at account and contact level.
- Improved Customer Visibility: Enables teams to understand relationships and interactions more clearly.
Visit Hiver’s official site for more details.
Hiver Introduces AI Agent Analytics
Hiver introduces AI Agent Analytics, enabling teams to track AI-powered interactions, monitor key performance metrics, and filter AI versus human conversations in Chat Analytics. This improves visibility into AI effectiveness and helps teams understand how AI influences resolutions and customer experience. Here are the details of the update:
- AI Interaction Analytics: Track performance of AI Answers across conversations and workflows.
- AI vs Human Filtering: Filter interactions to compare AI and human performance in Chat Analytics.
- AI Performance Visibility: Monitor key AI metrics to understand impact on resolution quality and customer experience.
Visit Hiver’s official site for more details.
Hiver Omni Adds Support for Custom Email Providers
Hiver Omni now supports Custom Email Providers, enabling teams to connect any email service and manage conversations from a single dashboard. This improves inbox consolidation and simplifies multi-channel support workflows. Here are the details of the update:
- Custom Email Providers in Omni: This feature allows the integration of any email provider as a Shared Inbox, enabling seamless management of emails.
- Streamlined Communication: Users can now receive, send, and manage customer conversations from a unified workspace, improving workflow and reducing the need for multiple email accounts.
- Enhanced Collaboration: By centralizing emails, teams can collaborate more effectively on customer communications.
- Increased Flexibility: Organizations are no longer restricted to specific email services, allowing for greater adaptability and personalization of email management workflows.
- Improved Customer Interaction: With all email interactions in one place, customer queries can be addressed faster and more efficiently.
Visit Hiver's official site for more details.
Hiver Adds Salesforce and NetSuite Conversation Sync
Hiver now syncs conversations directly to Salesforce and NetSuite, automatically attaching emails and threads to the right contacts. This update improves CRM visibility and saves time on manual data entry. Benefits include:
- Automatic Syncing of Conversations: Automatically syncs email conversations from Hiver to the correct contact in Salesforce and NetSuite, eliminating the need for manual export.
- Enhanced CRM Records: Provides a more complete record in CRMs, ensuring no important conversation details are missed.
- Faster Audits: Facilitates quicker audits by centralizing conversation records within CRM systems.
Visit Hiver's official site for more details.
Hiver Improves Ask AI Reply Review and Feedback Controls
Hiver adds reply review and feedback options to Ask AI, allowing teams to flag low-confidence or inaccurate responses and improve AI performance continuously. This makes AI-assisted replies more reliable and easier to refine. Here are the details of the update:
- Review Capability: Allows teams to review AI-generated responses to understand their context better and accuracy.
- Feedback Mechanism: Users can provide feedback on inaccurate or low-confidence replies, helping Ask AI learn and improve its output.
- Continuous Improvement: By enabling feedback, the AI system is designed to become more accurate and complete over time.
Visit Hiver's official site for more details.
Hiver Adds API Calls to Automations for External Integrations
Hiver adds API Calls to Automations, allowing users to push data, trigger external actions, and build custom end-to-end workflows. This improves integration flexibility while keeping operations synchronized and automated. Here are the details of the update:
- API Call Integration: This feature enables Hiver to connect with external services to automate data pushing and action triggering.
- Custom Workflows: Users can now build custom workflows that reduce manual intervention and ensure systems stay synchronized.
- Efficiency Enhancement: By integrating external tools through APIs, workflow efficiency is greatly increased, minimizing errors and saving time.
Visit Hiver's official site for more details.
Hiver Specs
- Analytics
- API
- Batch Permissions & Access
- Call Integration
- Chat
- Contact Management
- Contact Sharing
- CRM Integration
- Customer Management
- Customer Service
- Dashboard
- Data Export
- Data Import
- Data Visualization
- Email Integration
- Escalation Management
- External Integrations
- Instant Chat Integration
- Knowledge Base
- Lead Management
- Lead Scoring
- Multi-User
- Notifications
- Real-time Alerts
- Scheduling
- Self-service Portal
- Social Media Integration
- Support Forum
- Third-Party Plugins/Add-Ons
- Ticket Management
- Workflow Management
