Case Study: Flexport achieves 50% faster customer email resolution with Hiver

Flexport resolves customer emails 50% faster

Flexport, a San Francisco–based freight forwarding and customs brokerage, struggled to manage roughly 1,000 customer emails a month using Gmail filters, forwarding and Slack, which led to missed messages, messy threads and poor visibility into who owned each issue. To solve this, Flexport adopted Hiver — a Gmail-native email management solution — to bring ownership, collaboration and workflow tracking directly into their inbox.

Using Hiver’s Tags, Notes, Collision Alerts, Automations and Assignment/Status features, the team stopped missing emails, handed off work in one click, and coordinated internally without forwarding threads. As a result, Flexport resolved emails 50% faster, saved 387 hours in one month through automations and better assignments, and prevented about one duplicate customer reply per day — delivering faster, more reliable customer service with minimal onboarding time.

Flexport

Nathan Strang

Ocean Freight Operations Manager