Getting Started
Shared Mailbox
Working with emails in your shared mailbox
Manage emails in a shared mailbox
Import emails to a shared mailbox
Manage spam for shared mailbox
Remove emails from shared mailbox
Manage Notifications
Manage sent emails
Collaborating with other users
Organizing emails in the shared mailbox
Automating your workflow
Hiver SLAs 2.0 (Beta)
Round Robin Assignment
Auto Responder
SLA for shared mailbox
Send emails from your shared mailbox email id
Business Hours for shared mailboxes
Automations for shared mailbox
Auto Assign to Responder
Managing shared mailbox
Collecting customer feedback
Account Management
Create and manage users
Access Control
How do you take payments
3rd Party Cookies
Export Data
Delete Hiver Account
Connectors
Hiver Chat
Introduction to Hiver Chat
Managing your chat inbox (for admins)
Managing participants in a chat inbox
Personalizing your chat widget
Customer Satisfaction Surveys (CSATs)
Email capture form
Set widget behaviour when agents are unavailable
Managing agents' availability
Chat transcripts
Renaming a chat inbox
Deleting a chat inbox
Managing incoming chats (for members)
Chat assignment, replying on chats and more
Chat Assignment
Replying on chats
Changing Chat Status (Open/Closed)
Referring to Additional Contact Details Using “Chat details” Section
Creating, Editing, and Using Chat Templates
Other Misc. Features
Understanding When a Visitor is Online or Left the Chat
Collision Alerts
Chat Search
Auto-saved Personal Drafts
Accessing chat inbox
Understanding the default Views in a chat inbox (Unassigned, Mine, Team, and Closed)
Managing Your Availability
Enabling/Disabling Chat Notifications
Manually Sharing Chat Transcripts
Hiver Chat Mobile App
Getting Started
Accessing Hiver Chat Mobile App
View all Open and Closed Chats
Switching between Chat Inboxes
Assigning Chats
Replying and Managing Chats on the Mobile App
Recognizing Unread Chat Messages
Replying to Visitors
Using Chat Templates on Mobile
Sending Files in a Chat
Accessing "Chat details" option
Closing a Chat
Receive Push-notifications for Your Chat Alerts
Manage Your Availability
Reporting and Analytics
Hiver Contacts
Viewing contact on a conversation
Recent conversations from contact and company
Managing contact settings
Email Tools
Keyboard Shortcuts
Send Emails Later
Bulk Actions
Permalinks
Reverse order of messages in a conversation
Mobile Apps
Security and Privacy
Is Anyone Reading My Email?
Do You Store My Emails On Your Servers?
Does Hiver Store My Google Password?
Is My Data Secure During Transfer Between Hiver’s Servers And Google’s Servers?
What Access Permissions Does Hiver Need To My Gmail/Google Account, And Why?
Troubleshoot and FAQ
How do I contact Hiver support?
How can I check the current status of Hiver?
I Get The Error “Hiver Unable To Connect To Your Gmail Because Incorrect Google Apps Permissions”. What Do I Do?
I got a Hiver invite and was logged into the wrong Gmail id. What do I do?
Will email syncing stop if I change my Gmail password?
Can I change my username?
I have added a new user to Hiver but emails with Shared Labels are not syncing with her.
Emails not getting shared with user even after adding her to a Shared Label
Added new user to Hiver account but can't assign emails to her in Shared Mailbox
Why is this conversation not available in my inbox?
Why don't emails sent to the shared mailboxes appear in my Inbox?
Emails are arriving in the Shared Mailbox with a delay. What should I do?
How can I get desktop or browser notifications about tasks and notes?
How do I create multiple Hiver accounts with the same domain?
How can I change the email id for a shared mailbox?
How can I change the name of a shared mailbox?
Using Hiver with Gmail's split pane (three pane) view
Why does Hiver need Conversation View to be switched ON in Gmail?
How to move emails from personal inbox to the shared mailbox?
How can I embed images in templates?
How can I move my existing email templates to folders?
How do you handle spam emails?
Who can see the Shared Notes that I write on an email?
How can I edit a Hiver note?
Why can't I see Overdue view?
What happens if I add email accounts to Hiver which are aliases of each other?
If I am on Lite plan and I upgrade to Growth/Pro/Elite will I be able to retrieve the Analytics data for all the emails that were present when I was on Lite?
What does 'Unidentified' user mean in Hiver analytics?
I don't remember removing a specific email from shared mailbox. Why is my name added on the Activity feed?
Shared Labels
Using Gmail Shared Labels
Using Shared Labels
Manage Shared Labels
Nested Shared Labels
Advanced Settings
Remove shared labels from emails
Analytics for Gmail Shared Labels
Shared Notes for shared labels
Shared Drafts for shared labels
Shared Templates for Shared Labels
Settings
Harvey - The AI Bot
Integrations
- All Categories
- Shared Mailbox
- Collecting customer feedback
- Using Customer Satisfaction Surveys (CSAT)
Using Customer Satisfaction Surveys (CSAT)
Updated
by Shrikant
PLANS: Pro and Elite
Your customers can provide feedback about their experience, which will let you track your team's performance and measure how well a job they are doing of keeping your customers happy.
When you enable Customer Satisfaction Surveys (CSAT), any of your Hiver users can insert a quick survey at the end of their email responses. The survey is designed to maximise the response rate by being quick and simple while also gathering the essential data: a positive or negative rating. Customers can also provide a comment if they want. You can view your overall score and individual ratings in the analytics section in the CSAT tab.
Enable Customer Satisfaction Surveys (CSAT)
Customer Satisfaction Survey (CSAT) is a shared mailbox level feature and needs to be enabled for the Shared Mailbox before users can start sending the survey snippets.To enable CSAT :
- Click on the yellow Hiver icon and select the 'Admin Panel' option to view the Dashboard
- Click on the 'Shared Mailbox' tab to view the list of shared mailboxes on your Hiver account
- Click anywhere on the row of the shared mailbox (for which you want to enable/ disable CSAT), to access the settings
- Click on the 'CSAT' tab (sixth from the top) to open the CSAT settings

You can further customize the customer satisfaction survey (CSAT) which the users of the shared mailbox will be sending to the users.
1. Method of distribution of the customer satisfaction survey (CSAT)
The customer satisfaction survey (CSAT) snippet will be added to the bottom of the reply which will be sent by the users of the shared mailbox to the customers. You can either have it automatically added to the bottom of every reply or have the user manually add the customer satisfaction survey (CSAT) snippet on whichever reply she wants to
a. CSAT survey to be added automatically

In this case the customer satisfaction survey (CSAT) snippet will appear in every reply which is sent from the Shared Mailbox. If the user wants, she can remove it by clicking on the small 'x' at the end of the snippet.
b. CSAT survey snippet to be added manually

In this case the customer satisfaction survey (CSAT) snippet can be added to a reply email by the user according to her discretion. To do so, she will have to click on the 'Insert CSAT link' at the bottom of the email. This is how it looks like

2. Text of the Customer Satisfaction survey (CSAT)
You can choose to change the text of the CSAT survey which the user can see. To do so edit the text under the 'Customize snippet text' and save it.

3. Text of the Feedback survey
You can choose to change the text of the Feedback form which is opened for the customers to submit their survey. To do so edit the text in the box and save it.

Customer View
1. Your customers can click on any of the emojis to record their feedback.
2. Customers will then be prompted to add additional comments if they wish along with the rating and submit.
Analyse responses
- When enabled you should see a 'CSAT' tab in the analytics section for that shared mailbox.
- You can view the breakdown of all the ratings received for that mailbox here.
- You can view all the comments submitted by your customers.
- Click on the mail icon in a comment to view the email conversation that was rated.
- Track the Satisfaction score for your shared mailbox.

What is Satisfaction Score?
The Satisfaction score is a KPI for your team managing the shared mailbox. It gives an overall idea of how well your team is performing with regards to keeping your customers satisfied.
Satisfaction Score = [Number of Satisfied ratings - Number of Not satisfied ratings ] %
Customer Satisfaction Score (CSAT) is the most straightforward of the customer satisfaction survey methodologies, and it measures customer satisfaction with a business, purchase, or interaction. A big strength of Customer Satisfaction Score lies in its simplicity: It's an easy way to close the loop on a customer interaction and determine whether or not it was effective in producing customer happiness.