Case Study: Cohere Health tracks CSAT, hits SLAs, and saves 20+ hours a month with Hiver

Cohere Health Gets Data-Driven Insights on Client Conversations

Cohere Health, a health-tech company, faced challenges with managing a high volume of client email queries. Their customer success team lacked the tools for proper organization and analytics, leading to missed emails and a cumbersome process for tracking requests using Jira. They turned to Hiver for a solution to manage, organize, and analyze their email interactions.

By implementing Hiver, Cohere Health gained a customized analytics dashboard for tracking SLAs and CSAT, seamless Jira integration to streamline ticket creation, and automated email assignment using tags and shared labels. These features saved the team over 20 hours per month, provided critical data-driven insights into query trends, and eliminated missed communications through more efficient collaboration and email management.

Cohere Health

Taylor Garceau

Program Manager, Customer Success