Hiver

Customer-centricity isn’t a message. It’s a mindset 🧠 . In our latest ‘Experience Matters’ episode, Niraj Ranjan Rout, CEO and Co-founder of Hiver, sat down with Annette Franz, CCXP - author, advisor, and one of the most respected voices in customer experience - for a conversation that challenges surface-level thinking about customer-centricity. “Being customer-centric isn’t about having a CX team or a great slogan. It’s about embedding that mindset across the organization.” 💡 Highlights from the episode: ➡️ Why customer-centricity must be enterprise-wide, not siloed ➡️ What triggers most companies to finally rethink CX (hint: churn and competition) ➡️ How AI can help - not replace - your CX strategy Whether you're building a CX function from scratch or trying to shift an entrenched culture, this conversation is packed with practical advice and strategic insight. 🎧 Tune in here: https://lnkd.in/eWe6svRe #CustomerExperience #HiverPodcast #ExperienceMatters

Q1 was a big step forward for us in terms of product, people, and growth 🚀 . - It was our highest-performing quarter for new business - We pivoted from a shared inbox tool to a full-fledged customer service platform. A big thank you to our marketing team for leading the rebrand and bringing the new vision to life. Check out our new website here: hiverhq.com - We welcomed 20 new colleagues across Sales, Marketing, Engineering, and Product. - Launched support for the Outlook product and it's gaining some good traction. - Shipped 30+ new features across integrations, AI, and automation. 🔜 What’s coming up in Q2: We’re gearing up for our biggest launch yet: AI Copilot 🤖 It's a smart assistant that helps you draft replies based on past conversations, help articles, and internal data. Unlike a lot of bloated AI features in the market that require extensive setup, our co-pilot can be up and running in under 15 minutes and will be available across all plans. We’re building toward a future where support teams don’t need clunky tools, endless tabs, or complicated workflows. Just fast, human customer service — right from the inbox. #CustomerSupport #AIinSupport #Hiver

CSAT scores are just headlines. The real story is in the patterns underneath 📊.

When fast service isn’t really fast 😶

For many businesses, investing in a new customer service tool isn’t just a tech decision — it’s an operational mountain. 🧗 From long onboarding timelines to skeptical leadership, it’s rarely smooth sailing.

Customer service rule #1: Empathy first, enthusiasm second.

One of our research reports found that 52% of customers expect their queries to be resolved within a day. But, what do you think? 🤔

You can't fix your car's performance just by pressing the gas harder, can you?! 🚗💨 Well, customer experience works the same way. Just improving your response time won't do much 🤷. Lynn Hunsaker, CCXP, Chief Customer Officer at ClearAction Continuum, says, “Your business depends on three groups—customers, employees, and partners. You can’t manage one experience in isolation; all three have to work together.” So before sending in another customer survey and hoping it would provide the insights needed for transformative change, ask yourself this: ➡️ Are your employees engaged and empowered to go the extra mile for the customer? ➡️ Are your internal processes aligned with customer needs? In our latest episode of the Experience Matters podcast, Lynn drops several truth bombs on what really causes broken customer experiences and how to fix them. 👉Tune in for the full conversation here: https://lnkd.in/gx6Y2ECk

"Most customers won’t tell you when they’re unhappy, they’ll just leave." Kel Kurekgi, Director of Developer Support at Zapier, reveals to Niraj Ranjan Rout, CEO and Co-founder of Hiver, why customers remaining silent is a hidden crisis for businesses. 📉 In our latest episode on Experience Matters, Kel shares: ➡️ How he turned angry customers into fans (and why it became his favorite game) ➡️ Why your customers might hate you without you knowing ➡️ The real reason your support team stops caring (and how to fix it) Don't miss this conversation about the future of customer experience and the surprising parallels between bad haircuts and poor service! 🎧 Listen now: https://lnkd.in/gYU2M6ws #CustomerExperience #CustomerService #Hiver

Ever wished you knew who’s working on which email in your team?🤔 If you’re using Google Groups, then you know it doesn’t provide that level of visibility. The result? Duplicate and delayed responses. Or worse…missed emails. 😑 Thankfully, there’s a solution. Join us on December 12th between 12 PM - 1 PM EST for an exclusive virtual discussion featuring JB VanDame, LCB, Customs Manager, and Joseph Lopez, Associate Customs Manager at Flexport. They’ll take you through how Flexport started assigning customer emails, collaborating on responses, and ensuring visibility into incoming workload. And how all of this resulted in 50% faster resolution. 🔗 Register now:- https://lnkd.in/gbCsB3W5 #GoogleGroups #Hiver #EmailCollaboration