Case Study: Air Comm achieves 25% faster customer service with Hiver

Air Comm boosts response rates 25% with Hiver

Air Comm, an award-winning wireless communications provider, faced challenges managing customer support through a cluttered shared Gmail inbox. Their support team struggled with a lack of visibility into unassigned emails, poor accountability, and inefficient collaboration, leading to reduced efficiency. They turned to the vendor Hiver to solve these problems with its shared inbox solution.

By implementing Hiver, Air Comm’s team gained visibility and structure for their support emails directly within Gmail. Key features like automated email assignment, internal Notes for collaboration, and Collision Alerts streamlined their workflow. This resulted in a 25% faster response rate to customer queries and saved an estimated 195 hours per month, while eliminating duplicate responses and improving team accountability.

Air Comm