Hiver

How do you bridge the gap between marketing and CX to boost loyalty? 🧩

We admit there are some cons to AI. It can sometimes interrupt you when you’re speaking and correct your stats. 👀 But the pros far outweigh the cons. ⚖️ AI's precision is not just about correcting figures—it's about enhancing the way businesses connect with and serve customers. Join us and the Customer Experience Professionals Association (CXPA) on 📍 June 5th from 11 AM to 12 PM EST to get answers to all your burning questions about using AI in customer service. Know more about: 🤖 AI’s role in reshaping how customers interact with your business 💰 Ways in which AI can boost your revenue streams. Join the conversation and see how AI can be your perfect customer service sidekick: https://lnkd.in/gcHYdDfs Niraj Ranjan Rout | Nitesh Nandy | Gabe Smith, CCXP | Bradford Smith, CCXP | Michelle Spaul | Vishal Chopra | Moinak Ray | Balram Verma #AIinCX | #HiverxCXPA | #AIinCustomerService | #CustomerService | #CustomerExperience | #CustomerSupport

Imagine moving an entire city’s population back to the office. 🤯 That’s what our next guest on the Experience Matter podcast did at her previous company, Google. Meet Marti Clark, who led the seamless transition of over 200k employees back to Google’s office. This episode is not about a logistical challenge; it's a masterclass in operational excellence. 🏆 Tune into this episode and understand how Marti executed this massive feat. Know more about: 🛠️ The role of technology and team dynamics when transitioning from remote work. 📈 How to utilize analytics to mitigate potential disruptions in support projects 🤖 Ways to use machine learning to streamline large-scale operations. 📝 Creating feedback loops for driving continuous improvements—big and small—to support processes. 📽️ Watch the full episode here: https://lnkd.in/gvt87ZtQ

Meet Strata Cloud: an accounting firm that helps companies achieve their business goals by handling their financial operations. 🚀 DeEtte Harrington, Managing Partner at Strata Cloud, shares how they used to manage email communication with their clients: 💬 "As everyone worked out of their Gmail inbox, they had to remember to CC relevant stakeholders at all times. We really had a lot of scattered communication.” The team then switched to Hiver to solve this challenge. They wanted a tool that could streamline communication but was also easy to set up and use. Hiver fits the bill as it can work on top of anyone’s inbox—be it Gmail or Outlook. With Hiver, Deette and her team have been able to: 📧 Centralize email communication across the entire team. This has improved accessibility and visibility into the workload.  ⚙️ Auto-assign customer emails to relevant team members. No more manual forwarding or CC-ing of emails. 📊 Gain insights into how efficient the team is at responding to customers and resolving their concerns. 📝Collaborate faster by writing internal notes—instead of sending more emails. 🎥 Watch Deette talk about how life has become easier with Hiver.

#SupportTipMonday A lot of times, you might have to put a customer on hold. So, how do you do that without frustrating them? ⏱️ Use hold time wisely: "I’ll put you on hold briefly as I need to grab some info. I promise it won’t be long." This adds a personal touch and manages expectations. 🗣️ If it’s taking longer, unmute and let them know. If it's taking even longer, suggest a callback proactively. It's all about showing them that they’re not just another ticket in the queue. What’s your hold line hack? 💭

New Hivetowners Alert! 🐝 We're excited to have some amazing talent join us at Hiver. Welcome aboard, everyone! 👏 Kartiik Sachdeva | Udita Purkayastha (she/her) | Vipul Kumar | Ben Heydahosa | Anjali Tiwari #Hiver | #Talent | #EmployeeEngagement | #Team | #HR | #Workforce | #WorkCulture | #WelcomeToTheTeam

ChatGPT gets it: 'Inbox Zero' is the nirvana every support rep deserves. 📬 #CustomerService | #CustomerSupport | #CustomerServiceHumor | #ChatGPT

Customer feedback can come from various channels. 📲 What's your go-to channel?

What if AI could be your customer service sidekick? 🦸♀️ Michelle Spaul, the Customer Experience Management Consultant at Delta Swan, is here to show you how. Michelle will share insights on: 🤖 The transformative impact of AI on customer interactions 💰 How using AI in customer service can boost revenue So, don’t forget to mark your calendars for📍June 5th from 11 AM to 12 PM EST. 👉 Join the conversation here: https://lnkd.in/gcHYdDfs Niraj Ranjan Rout | Bradford Smith, CCXP | Gabe Smith, CCXP | Customer Experience Professionals Association (CXPA) | Nitesh Nandy | Vishal Chopra | Moinak Ray | Balram Verma #AIinCX | #HiverxCXPA | #AIinCustomerService | #CustomerService 

There's no recipe for the "perfect customer support rep." Or is there? 👀 🎙️ "I look for storytelling, strong collaboration, and resilience," says Greg Melia, CEO of the Customer Experience Professionals Association (CXPA), in our latest episode of Experience Matters. Greg also delves into: 🧠 How empathy and curiosity enhance customer interactions 🔍 How to proactively address customer needs using analytics ⚙️ Strategies that can help you refine support processes This discussion between Greg Melia and Niraj Ranjan Rout, CEO and Co-founder of Hiver, uncovers how to build a top-notch customer service team to drive business growth. 🚀 🎥 Watch the full episode here: https://lnkd.in/geynRwup #ExperienceMattersByHiver | #CustomerServiceExcellence | #GregMelia | #CXPA | #CustomerSupport | #TeamCollaboration