Case Study: itGenius achieves personalized, faster customer support with Hiver

itGenius moved from a “clunky and impersonal” Zendesk to Hiver

itGenius, a Sydney-based Google Workspace consultancy serving clients like Canva and HubSpot, struggled with an impersonal, clunky Zendesk setup that left customers “feeling like a number” and made timely email management difficult. The team had tried shared inboxes (help@ and hello@) but needed a simpler, more personal way to manage customer conversations, so they moved from Zendesk to Hiver to work directly from Gmail.

Hiver let itGenius keep email in Gmail while adding shared-inbox workflows—Unassigned assignment, Tags for prioritization, collaborative visibility for a remote team, and Analytics to track average response time and CSAT. The result, according to itGenius, was faster routing of 100+ daily requests, more natural personal replies instead of ticket responses, easier oversight during staff turnover, and measurable improvements monitored through Hiver’s analytics.

itGenius

Scott Gellatly

General Manager