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Hiver vs. Keeping: Which is Right For Your Business?

Keeping Staff | October 19th, 2021

If you’re using Gmail as an email service provider for your business, you’re not alone. Most small- and mid-sized businesses choose Gmail because of its simple layout, security, reliability, and affordability. But unfortunately, Gmail isn’t designed with all of the features you need to manage customer support requests

There are several third party customer support tools that are compatible with Gmail, including Hiver and Keeping. Both of these tools are designed to help companies manage incoming customer support requests in Gmail

Although they were designed to serve the same purpose, Hiver and Keeping are two very different tools. So what’s the difference between Hiver vs. Keeping? And which one is right for your business? Here’s what you need to know:

Who are these Gmail help desk tools built for?

Hiver and Keeping are both help desk tools that make it easier for teams to manage shared inboxes and customer support requests. 

For example, say you are currently encouraging customers to contact you via an email address such as support@yourcompany.com or sales@yourcompany.com. Since all customer requests are sent to this email address, you probably need to give multiple people on your team access to this inbox. Managing a few incoming requests this way may not be difficult, but it becomes increasingly difficult to keep track of everything as the number of requests grows. This is why you need a third party tool such as Hiver or Keeping.

Although Hiver and Keeping were both built for customer support teams, they were actually designed with two different types of teams in mind. Hiver was designed for big companies with large customer support teams, whereas Keeping was designed specifically for teams that do more than provide customer support.

If your team is struggling to juggle their customer support tasks with the rest of their workload, Keeping is the better choice.

Key Hiver Features

What are the key features of Hiver?

You must learn more about the features of Hiver and Keeping before you can decide which tool is right for your business. Hiver is built with many features, including:

  • Task assignment: Hiver turns emails in your shared inbox into assignable tasks so you can delegate work to other members of your team.
  • Activity timeline: See an overview of all actions taken on a specific customer support request. 
  • Access control: You can adjust the settings to control which members of your team have access to various Hiver features.
  • Round robin assignment: This feature will automatically assign incoming customer support requests to members of your team in a Round-Robin manner. 
  • Shared drafts: If you need help figuring out how to respond to a customer support request, share your draft email with someone else on your team to get their input.
  • SLAs: Create SLAs for incoming customer support requests so you can make sure your customers receive responses in a timely manner. 

These are some of the key features you can use to manage your customer support requests with Hiver.

What are the key features of Keeping?

Keeping is built with all of the features you need to turn your shared Gmail inbox into a help desk and customer support tool. Some of its most popular features include:

  • Collision detection: Keeping will tell you when someone else is already working on a request so you don’t waste your time duplicating their efforts.
  • Task assignment: Share your workload with Keeping’s task assignment feature. Turn every incoming customer support request into an assignable ticket. 
  • Status updates: Keep track of every customer support request in your shared inbox with Keeping’s status updates. You can mark each task as Open, Closed, or Pending.
  • Shared notes: Use Keeping’s shared notes feature to follow up on tasks or provide background information on a specific task. This feature allows you to communicate with your team directly within Gmail so you don’t need to rely on a third party tool.
  • Reporting: Get access to the data you need to make important business decisions. Keeping will show you important metrics such as the number of incoming customer support requests and the average response time. 
  • Automation: Save time by eliminating certain manual, repetitive tasks. Keeping will automate certain tasks, including the assignment of tickets and prioritization of tasks.
  • Shared templates: Create templates that contain the answers to frequently asked questions so your team can insert them into emails with one click of the mouse. 
  • Confirmation receipts: Let your customers know you received their request by sending them an automatic confirmation receipt. 

Thanks to Keeping, all of these features will be available to your team directly within Gmail.

Desk from top down

How much will it cost to use Hiver vs. Keeping?

Price is one of the most important factors you should consider when deciding whether Hiver or Keeping is right for your business. Both Hiver and Keeping charge monthly or annual subscription fees that vary depending on the type of plan, number of users, and length of the subscription.  

Keeping pricing

There are two monthly plan options (Plus and Unlimited) and two annual plan options (Plus and Unlimited) for Keeping. You will have access to all of Keeping’s features regardless of which plan you choose. This includes features such as response templates, auto responder, collision detection, reporting, task delegation, automation, in-browser notifications, and more. 

But the “Unlimited” monthly and annual plan options provide additional perks to members, including:

  • Unlimited mailboxes
  • Unlimited workflows
  • Unlimited tickets
  • Priority support

The monthly Unlimited plan costs $11 per user per month, whereas the annual Unlimited plan costs $9 per user per month. If you sign up for the annual plan, you will also get two months of Keeping for free.

You can sign up for a free 14-day trial of Keeping before deciding on a plan. No credit card is required to start your free trial.

Hiver pricing

There are four different plan options for Hiver: Lite, Growth, Pro, and Elite. Each of these options is available as a monthly or annual plan.

Keeping gives you access to all of its features regardless of which plan option you choose, but that’s not the case with Hiver. The Lite plan will give you access to basic features such as:

  • Email notes
  • Collision alerts
  • Chat and email support
  • Unlimited shared inboxes
  • Unlimited email templates
  • Shared drafts

The monthly Lite plan costs $15 per user per month, whereas the annual Lite plan costs $12 per user month

If you want to use other features, you will need to pay for a more expensive plan. For instance, you won’t have access to the autoresponder feature unless you pay for the Growth plan. The monthly Growth plan costs $29 per user per month and the annual Growth plan costs $24 per user per month

If you want reporting and analytics, you will need to pay for the Pro plan. The monthly Pro plan costs $47 per user per month and the annual Pro plan costs $37 per user per month.

If you want access to all of Hiver’s features, including round robin task assignment and priority support, you will need to pay for the Elite plan, which is the most expensive option. The monthly Elite plan costs $69 per user per month and the annual Elite plan costs $57 per user per month. Hiver offers a 14-day trial of its Elite plan so you can test all of its features.

The price you pay for either Hiver or Keeping will depend on which subscription plan you choose. But in general, Keeping is more affordable than Hiver.

Hiver costs more

Why should you choose Keeping over Hiver?

The bottom line? There are a number of reasons why you should choose Keeping over Hiver to manage your customer support requests in Gmail, including:

  • Easy-to-use: Because Hiver is made for large corporations with thousands of employees, it is designed with a lot of complicated features that make it more difficult to use. Keeping is only designed with the features you need to successfully manage your customer support efforts.
  • Better pricing: As you can see above, Keeping offers more affordable pricing plans than Hiver.
  • Works inside Gmail: Just like Hiver, Keeping works directly inside Gmail, so your team won’t need to learn how to use another tool in order to take advantage of its features.
  • Invisible to customers: Your customers won’t know you are using Keeping. 
  • Data protection: Some help desks will hold your data hostage if you decide to end your subscription, but Keeping understands that your data belongs to you. You will always own your data regardless of whether you decide to continue using our services.
  • Easy set up: Unlike Hiver, Keeping is easy to set up. All you need to do is create a Keeping mailbox, forward your shared email address, and invite your team members. The entire process can be completed in as little as three minutes.