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Hiver - Review & Pricing 2025

Customer Support

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Expert review

Stackfix's Rating

6.2 / 10

Last updated on

Reviewed by Paddy Stobbs

Stackfix Co-Founder & CEO

Key findings

Hiver transforms your email inbox into an omnichannel customer support platform. Surprisingly, for a tool that lives inside your inbox, it offers a decent range of functionality: live chat, phone calls, WhatsApp, chatbot builders, and even a help center.

While Hiver is refreshingly simple, its lack of customizability and integrations might frustrate advanced users. It’s best suited for small teams with minimal ticket volume who need something quick, simple, and easy to set up.

Pros

Outstanding Customer Support

We found Hiver's 24/7 customer support to be exceptional. During our testing, we consistently connected with knowledgeable human agents within seconds, who went above and beyond by providing personalized screenshots and videos to resolve our queries.

Intuitive User Experience

We were impressed by how Hiver' simplicity while operating directly from your inbox. The platform's learning curve is minimal, and most users can become proficient within an hour of setup, making it particularly suitable for small teams.

Streamlined Live Chat Implementation

We found the live chat setup process remarkably straightforward, taking just 15 seconds. The system includes essential features like widget customization, knowledge base embedding, and pre-chat forms, all implemented in an intuitive manner.

Cons

Weak AI Implementation

Despite marketing claims of being 'AI-powered', we found Hiver's AI capabilities to be disappointingly basic. The AI-generated responses aren't grounded in Help Centre articles or similar conversations, severely limiting their usefulness for support teams.

Fragmented Inbox Experience

We were frustrated by Hiver's disjointed inbox setup, requiring separate inboxes for each channel. This fragmentation makes managing high ticket volumes unnecessarily complex and creates inconsistent experiences across channels.

Poor Help Centre Customization

We found the Help Centre customization options to be severely restricted. Users can only modify basic elements like primary color and banner text, with no control over fonts or layouts. The lack of Help Centre analytics further compounds this weakness.

Primitive Data Export Capabilities

The platform's export functionality is virtually non-existent. We were frustrated by the inability to bulk export contacts or conversations, forcing tedious manual downloads. Report exporting is similarly crippled, making data analysis needlessly complicated.

Severely Limited Integrations

We found Hiver's integration capabilities to be woefully inadequate. With only 9 pre-built integrations and missing crucial ones like Shopify, teams relying on specialized tools will find themselves severely handicapped. The lack of e-commerce integrations is particularly problematic.

Hiver is best for

Businesses with a low ticket volume (<50 tickets per day)
Who want basic omnichannel capabilities like live chat, phone, and WhatsApp in their email inbox
And/or who want an intuitive solution with minimal setup time and learning curve

Hiver is less good for

Businesses with a high ticket volume (50+ tickets per day)
Who need advanced customization options for their help center and chatbot functionality
And/or who need sophisticated AI capabilities and advanced analytics

Gallery

Hiver inbox integrated directly into Gmail

Hiver live chat widget customization options

Hiver example help center with categories of self-help articles

Hiver ticket routing rules with example for urgent tickets

Hiver inbox integrated directly into Gmail

Hiver pricing

Pricing calculator

Billing cycle	Free $0	Lite $24 user / month Billed monthly	Growth $34 user / month Billed monthly	Pro $59 user / month Billed monthly	Elite Custom Contact us for a quote
Restrictions
shared email inboxes	1	2	3	5	No limit
users	No limit	10	No limit	No limit	No limit
Common features
Email
Live Chat
Phone Call
Create Help Centre
Advanced features
Form
WhatsApp
Ticket routing automations
View analytics
Customize Help Centre
Assign ticket to single team/ group
Assign ticket to individual owner
Add custom tags
Assign priority to ticket
Rule-based routing
Event-based automations
Time-based automations
View analytics by agent
View analytics by tag
View Resolution Time
View First Response Time
Remove vendor branding from live chat widget or help centre
Shared Inbox
Create custom views
Create & Manage SLAs
Collect customer CSAT scores
View customer context and past conversations
Reply from mobile app
Reply from email
GDPR Compliant
SOC 2 Type II Certification
ISO/ IEC 27001 Certified
ISO/ IEC 27018 Certified
HIPAA Compliant
Send proactive messages
AI Assist (Draft replies, fix grammar, adjust tone)
API
Salesforce
Jira
Slack
Aircall
Zapier

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