Case Study: WS Display achieves 59% faster first responses and saves 495 hours/month with Hiver

WS Display provides on-time customer support with Hiver

WS Display, a wholesale provider of portable trade show displays and large-format printing, was struggling to manage nearly a thousand customer emails a day through a single Gmail inbox. Multiple agents logging into the same account caused lockouts, missed messages and no clear ownership—Google Groups proved unwieldy—so WS Display adopted Hiver’s collaborative inbox for Gmail to keep the team in a familiar workflow.

Hiver enabled shared inboxes, automated Assignments, Email Statuses, Notes, SLAs and Analytics so agents can claim, reassign and track emails without leaving Gmail. As a result WS Display saved 495 hours in a month, achieved a 59% faster first response, and specifically saved 135 hours via Assignments and 195 hours via Email Status, while improving accountability, VIP routing and measurable support metrics with Hiver.

WS Display

Dakotah Shore

IT Manager