Harvey, an AI bot developed by Hiver, is a customer support tool that uses Natural Language Processing to accurately understand customer conversations and provide intelligent suggestions to support agents. Harvey helps agents work faster and provide satisfactory resolutions by analyzing customer messages and suggesting the most relevant templates. Its features include detecting and closing conversations that get reopened due to non-actionable customer responses and workload distribution, among others.
Teams can collaborate on customer support emails using rule-based automations and share email templates. With a free 7-day trial that requires no credit card, it is easy to test the platform to see if it fits with your workflow.
TLDR
Harvey is an AI bot that assists customer support teams with intelligent conversation management, body-search automations, and customer sentiment analysis, among other features. Harvey detects and closes conversations with non-actionable "Thank you" responses and workload distribution.
Teams can easily collaborate on customer support emails and share email templates. Its features help customer service teams eliminate unproductive conversations, save time, increase efficiency, and improve customer satisfaction rates. With a free 7-day trial that requires no credit card, it is easy to integrate the platform into your workflow and benefit from a range of features that streamline customer support workflows.
Company Overview
Harvey, Hiver’s AI bot, is an intelligent and dependable sidekick for customer support teams. Using Natural Language Processing (NLP), Harvey powers up Hiver’s intuitive Gmail-based helpdesk capabilities by accurately identifying the context of customer conversations and offering intelligent suggestions to support agents, enabling them to work faster and delight customers even better. Harvey takes on the time-consuming grunt work, allowing teams to focus their attention on more important tasks.
Harvey offers a variety of features to make customer support workflows more efficient. For instance, Harvey makes it easy to find the right email template for canned responses.
Rather than sifting through a long list, Harvey analyzes customer messages and intelligently suggests the most relevant template(s) to help provide a satisfactory resolution. Agents can also combine parts of Harvey's suggested templates to create custom responses.
Harvey also offers a Thank You Detection feature that identifies and closes conversations that get reopened due to non-actionable customer responses with an underlying “Thank you” sentiment. This feature helps teams manage their work better by focusing on the important tasks and ensures that analytics data remains accurate by automatically closing conversations instantly. Teams can easily track all conversations closed by Harvey and view all the actions performed by Harvey on any email conversation in the activity panel that appears on the right side of the Gmail inbox.
Setting up Harvey is incredibly easy – it only takes a single click to enable or disable Harvey’s "Thank You Response Detection" for any shared mailbox. Harvey learns from agents, too. Whenever an agent reopens a conversation that Harvey might have closed incorrectly, Harvey uses it as feedback to improve the accuracy of its algorithm.
Overall, Harvey maximizes customer delight with the wide range of features offered by Hiver. The platform allows teams to collaborate on customer support emails right from Gmail, and its rule-based Automations automate mundane and repetitive help desk tasks. Plus, the product seamlessly integrates into Gmail, making it extremely easy to use for teams.
With a free 7-day trial that requires no credit card, there’s no reason not to try it out.
Features
AI Bot Harvey
Intelligent Conversation Management
Harvey, the AI bot from Hiver, identifies and closes conversations that get reopened due to non-actionable "Thank you" responses from customers. This feature helps customer service teams eliminate unproductive conversations, saving time and increasing efficiency.
Body-Search Automations
By setting up trigger conditions based on the content in the email body, Harvey can make automations more contextual. This functionality is especially useful for identifying common issues and creating automations to address them, streamlining repetitive processes in customer service workflows.
Customer Sentiment Analysis
Harvey helps measure customer sentiment and reaction to customer service, and provides insights for businesses to identify areas of improvement. By analyzing data from customer surveys and interactions, Harvey helps teams make data-driven decisions.
Email Management
Workload Distribution
Hiver provides a real-time view of a team's workload and optimizes workload distribution with a single click. This feature helps teams balance their workload among team members and ensure efficient customer service delivery.
Email Templates
Email Templates, as a feature, allows canned responses to be saved as email templates. These templates can be shared with a team, streamlining communication and providing consistent, efficient responses to customers.
Email Tags
Categorizing customer issues with email Tags makes it easier to filter and search for emails based on specific tags. This feature helps teams efficiently manage customer requests by ensuring that corresponding emails are quickly accessible.
Multichannel Support
Live Chat
Hiver's Live Chat feature enables customer queries to be answered in minutes instead of hours, with seamless chat management right inside Gmail. This feature minimizes the time it takes for customer service teams to respond to inquiries, improving customer satisfaction rates.
WhatsApp Channel
Hiver's WhatsApp Channel integration allows teams to manage all incoming queries via WhatsApp without ever leaving the Gmail inbox. This feature delivers an integrated experience and enables efficient customer outreach by allowing companies to meet customers where they are.
Voice Channel
Hiver's Aircall integration allows teams to create and manage voice inboxes with the added convenience of tracking and making calls right inside Gmail. Customers can make, receive, log, and track calls within Gmail, reducing the need to switch between platforms.
Collaboration
Shared Drafts
Hiver's Shared Drafts feature enables team members to collaborate in real-time while drafting emails by sharing drafts. This feature facilitates brainstorming and ensures that emails are crafted with the best responses to customer requests, improving customer satisfaction rates.
Notes and @mentions
The Notes and @mentions feature from Hiver allows teams to collaborate seamlessly without interrupting each other's work. This feature assists with team productivity by enabling them to work effectively and efficiently without being caught up in long email chains.
Customer Contacts
The Customer Contacts feature assists in the identification and in-depth understanding of customers, helping customer service representatives craft personalized responses for customers. This feature provides teams with customer context and insights essential to delivering exceptional customer service.
FAQ
What is Harvey?
Harvey is an AI bot created by Hiver to assist customer support teams. It uses Natural Language Processing (NLP) to analyze customer conversations and provide intelligent suggestions to support agents. Its features include finding the right email template for canned responses, detecting and closing conversations with non-actionable customer responses, and more.
How does Harvey work?
Harvey uses Natural Language Processing (NLP) to accurately identify the context of customer conversations and provide intelligent suggestions to support agents. It analyzes customer messages and suggests the most relevant email templates to help agents provide satisfactory resolutions.
Harvey also detects and closes conversations that get reopened due to non-actionable customer responses with underlying “Thank you” sentiments. It learns from agents' feedback and improves its algorithm accordingly.
What are the benefits of using Harvey?
Harvey makes customer support workflows more efficient by automating mundane and repetitive tasks. It enables teams to focus on more important tasks by taking on the time-consuming grunt work.
Its features help agents work faster and deliver better customer experiences. Harvey also helps teams manage their work better by closing conversations instantly, ensuring accurate analytics data.
The platform allows teams to collaborate on customer support emails right from Gmail, and its rule-based Automations further automate help desk tasks.
How easy is it to set up Harvey?
Setting up Harvey is incredibly easy, and it only takes a single click to enable or disable Harvey's "Thank You Detection" for any shared mailbox. Harvey also learns from agents and improves its algorithm based on feedback.
Whenever an agent reopens a conversation that Harvey might have closed incorrectly, Harvey uses it as feedback to improve the accuracy of its algorithm.
What is the free trial period for Harvey?
The free trial period for Harvey is 7 days, and it requires no credit card. During the free trial period, customers can explore Harvey's features and see how it can benefit their customer support workflows.
Alternatives
If you’re looking for alternatives to Hiver that provide exceptional customer support by embedding helpdesk solutions right into Gmail, you may want to consider the following tools:
Gmelius
Like Hiver, Gmelius offers helpdesk solutions inside Gmail that streamline customer communication and enhance support team collaboration. With Gmelius, your team can handle customer support emails, track communication progress, and automate repetitive tasks using Gmail. It also includes analytics features that allow you to track support team performance and monitor workload to optimize efficiency - Not to mention, it also lets you schedule your emails and give your inbox a more professional look.
HelpDesk for Gmail
Though it doesn't have almost as many features as Gmelius or Hiver, HelpDesk can be very useful if you're looking for a simple, low-cost helpdesk solution that’s integrated with Gmail. It offers basic helpdesk features such as email management, customized workflows, and analytics.
It helps you organize and manage customer requests at a fraction of the cost of most other helpdesk solutions.
Drag
Another great helpdesk tool that works seamlessly inside Gmail is Drag. Like Hiver, Drag provides all the standard helpdesk features like email management, analytics, and automation, but Drag does it all from right inside your Gmail inbox. With innovative features like Kanban boards, task management, and email tracking, Drag makes it easy for teams to collaborate on customer support requests, sales pipelines, and editorial calendars without ever leaving Gmail.
Front
Front provides integrated helpdesk and customer support tools for organizations that are looking to streamline their email and collaboration workflows. With their helpdesk solution, Front enables teams to manage customer emails from shared inboxes, triage incoming requests, and collaborate on responses - all from within Front's easy-to-use interface. Additionally, Front lets you collect actionable insights and metrics through its analytics features.
