Deliver exceptional customer service with SLA monitoring

Help your customer service team prioritize emails, manage SLAs and deliver outstanding customer service right from Gmail.

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Don’t let emails fall through the cracks

Service Level Agreements (SLAs) are used to set customer expectations and keep service providers accountable for delivering on their promises. With Hiver, you can easily set up help desk SLAs and ensure timely, efficient customer service.

Improve customer service with
easily configurable SLAs

Customer service is all about transparency and efficiency. Hiver’s easy-to-use interface lets you easily create, edit and delete SLAs all with just a few clicks. All you need to do is simply choose the type of emails you want to set up SLAs for, and configure the violation conditions.

Configure multiple SLAs

When you manage customer service for multiple products and a large number of customers, it is important to set up custom SLAs for each cohort. With Hiver, you can easily configure multiple SLA rules to prioritize emails and deliver better customer service.

Handle SLA violations with ease

When you manage customer service, SLA violations are sometimes inevitable. With Hiver, you can ensure these violations are handled smoothly. When a violation happens, Hiver automatically sends a notification to your team and adds an ‘SLA violation’ tag to the email.

Set up Business Hours for
your shared inboxes

With Hiver, you can define operating hours for each of your shared inboxes. This allows you to manage and track SLAs based on your company’s business hours. You can also set up custom business hours if you have a global customer base or teams spread across multiple time zones.

More Hiver features you’ll love

With Hiver, I have much better visibility into where an issue is on the resolution path. And we've stopped missing emails. It is essentially like having an additional person on my team.

Nathan Strang

Ocean Freight Operations Manager, Flexport