| Functionality | 6 <p>Hiver turns your email inbox into a lightweight Customer Support platform. It supports multiple channels, including email, live chat, phone calls, and WhatsApp. You can also set up a help center, create chatbots, and use basic AI and automation tools. However, it falls short of being a true omnichannel platform—each channel requires a separate inbox, which limits its efficiency.</p> | 4 <p>Missive’s positioning as a more generalised tool for customer facing teams means that its overall feature set as a dedicated customer support tool is relatively lacking. To be more specific, Missive is best suited to smaller teams with low ticket volume who manage customer interactions across a range of social and email channels. That being said, its omni-channel support is well rounded, with only a native Slack integration being a possible major drawback of teams. Additionally, its rule based ticket routing and analytics filtering features are deep and offer room for a lot of customisability. </p> |
| Ease of Use | 8 <p>Hiver is refreshingly simple because it operates directly from your inbox. The learning curve is minimal, and setup is one of the most intuitive we’ve seen. Most users will feel comfortable navigating the platform within an hour.</p><p>That said, the interface can feel cluttered. The support inbox is filled with too many tabs and action buttons, making it harder to quickly access tickets at a glance. A sidebar showing all tickets would be a welcome addition.</p> | 7 <p>We find Missive’s self-serve onboarding to be simple and intuitive. It would take an average SMB employee less than a day to become proficient in using the platform. Additionally, its web app is fast to load and easy to navigate for new agents.</p> |
| Look and feel | 4 <p>Since Hiver integrates with your inbox, its visual appeal really mainly depends on your email interface.</p><p>However, for the support inbox - while functional, the layout feels crowded with too many labels and tabs. Some design elements aren’t responsive, causing text to spill out when resizing the screen. On the plus side, page load times are acceptable at 2–3 seconds.</p> | 8 <p><span style="color: rgb(0, 0, 0);">We find Missive's interface to be modern, sleek, and fast to load. Both its light and dark themes are well designed and easy to navigate with clear accent colours applied to core features and buttons. </span></p> |
| Customisability | 5 <p>Hiver’s customizability is limited. You can make small adjustments to your help center layout and add custom fields or reports, but routing and automation are restricted to individual inboxes. There’s no option for advanced configuration or coding, which may disappoint users who want more flexibility.</p> | 4 <p>At present, Missive lacks many customer facing features that you might expect from a customer support tool, such as a help centre. Additionally, it's live chat widget only allows for limited customisability focused on themes and colours.</p><p>That being said, there are some areas where customisability is a core strength for Missive. For example, the ability to centrally manage email signatures for all agents with the ability to add interactive surveys into them - or the ability to create rich, rules based workflows to route tickets.</p> |
| Ease of Setup | 7 <p>Hiver offers a self-serve free trial to its platform. Initial setup is fairly straightforward since the platform effectively operates out of your inbox and thus takes less than ten minutes if you're using either Gmail or Outlook. Additionally since, Hiver lacks many facets for customizability, it doesn't take long to fully configure the platform either.</p> | 8 <p>Missive offers a simple self-serve free trial for their platform. We found the initial setup to be very simple, taking less than 10 minutes. Setting up your first channels is also a simple process - for example connecting your email can be done with just a couple clicks instead of needing to set up email forwarding manually. </p> |
| Customer Support | 10 <p>Hiver offers delightful cusotmer support. Their 24/7 in-app assistance connects you to a human agent within seconds during every test we ran. Agents are knowledgeable, responsive, and willing to go the extra mile by providing personalized screenshots and videos. The help center also offers decent depth and quality.</p> | 5 <p>Missive offers a dedicated customer support email which we find helpful and responsive (reply times were typically >24 hours). Additionally, its 'help' documentation is rich and answers most common issues and queries. However, we would have liked to see the addition of a live chat widget for support on more urgent queries.</p> |
| Integratability | 2 <p>Hiver includes only 9 pre-built integrations with popular tools like Aircall, Jira, Salesforce, and HubSpot. However, it lacks key integrations for industries like e-commerce (e.g., no Shopify support). While it does offer an API for custom integrations, this might not be sufficient for teams relying on niche tools.</p> | 5 <p>Missive provides a number of integrations with popular CRMs (Salesforce, Hubspot) automation platforms like Zapier. Additionally, it offers an API through which users can interact with data directly. </p><p>That being said, we found it missing some key integrations natively that we would like to have seen, such as a native Slack integration and integration with common project management systems (such as Jira and Asana). </p> |
| Ease of Migration | 1 <p>Exporting data is a pain point. There’s no bulk export option for contacts or conversations—you’ll need to download them one by one. Reports also can’t be easily exported, which is a pain.</p> | 5 <p><span style="color: rgb(0, 0, 0);">Users can export key data across a range of categories including past conversations, customer profiles etc. through self-serve.</span></p> |
