Case Study: 1% for the Planet cuts response times from 4 days to 48 hours with Hiver

1% for the Planet cuts response times from 4 days to 48 hours with Hiver

1% for the Planet, a global non-profit organization, faced challenges with fragmented customer service workflows. Their membership team managed all member requests from individual Gmail inboxes, leading to missed queries, slow response times of 3-4 days, and difficulties collaborating across time zones. To address this, they implemented Hiver's customer service platform to centralize and streamline their member support.

Using Hiver's shared inbox, email templates, and automation features, the team achieved a centralized and transparent workflow. This solution dramatically improved their efficiency, cutting average response times by 50% from 4 days down to 48 hours. Hiver enabled them to seamlessly handle over 100 daily requests during peak season and led to a marked rise in member satisfaction scores.

1% for the Planet