Case Study: Air Comm improves response rate 25% and saves 195 hours a month with Hiver
Key results
The challenge
Air Comm, a wireless communications provider founded in 1973, ran its support team out of a cluttered @support Gmail inbox handling over 4,000 requests each month. The manager had no way to see which emails were being worked on or still in the queue, and collaboration meant forwarding entire threads on Cc. An earlier attempt with Gmelius failed to sort or close queries.
The solution
Air Comm adopted Hiver's shared inboxes with round-robin auto-assignment, email statuses, Notes with @mentions, and Collision Alerts. Agents can now access support email directly from Gmail and see assignment and status for every query.
“I'd say Hiver is a Type A personality — someone who's very organized and has the ability to keep things structured and get things done on time.”
TRTai RoachSupport Team Manager, Air Comm
The results, in context
Air Comm's support team saw a 25% improvement in its response rate to queries and reports saving 195 hours in a month. Collision Alerts and shared inboxes reduced duplicate replies and missed emails.