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:
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 email@example.com or firstname.lastname@example.org. 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.
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:
These are some of the key features you can use to manage your customer support requests with Hiver.
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:
Thanks to Keeping, all of these features will be available to your team directly within Gmail.
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.
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:
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.
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:
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.
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: