Customer Support · head to head
Groove vs Hiver
Groove
Customer Support
Simple, powerful support for growing businesses
- From
- $12/month
- Rated
- -
The short version
- Only Hiver has a free tier, so it costs nothing to try first.
- Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; Hiver hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69
- They diverge on capability: Groove covers Knowledge base, Hiver covers Email assignment.
Where they differ
Only the attributes on which Groove and Hiver actually diverge.
Identical on both: pricing model (subscription), user rating (Not yet rated), category (Customer Support), founded (2011).
What each one covers
Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.
Only in Groove
- Knowledge base
- Live chat
- Automation rules
- Reporting
- Salesforce
- Zapier
- Trello
- SSL
Only in Hiver
- Email assignment
- Email notes
- Templates
- Analytics
- Gmail
- Google Workspace
- Asana
- SOC2
Both cover
- Shared inbox
- Collision detection
- Slack
- Jira
- GDPR
- Web support
What people use each for
The jobs each tool is most often brought in to do.
Groove
- Shared inbox and help desk ticketing for small support teamsnot Hiver
- Handling email, chat and messaging support in one queuenot Hiver
Hiver
- Shared inbox managementnot Groove
- Customer support via Gmailnot Groove
- Team email collaborationnot Groove
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Groove
- Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
- A quiet month still pays the 250 ticket floor
- No mailbox limit is published
Hiver
- Hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69
Pricing, plan by plan
Groove
$12/month- Standard$12/month
- 1 mailbox
- Knowledge base
- Live chat
- Plus$20/month
- 5 mailboxes
- Full reporting
- Rules
- Pro$35/month
- 25 mailboxes
- Salesforce
- Enterprise SSO
Hiver
Free- FreeFree
- 2 users
- Email management
- Basic analytics
- Lite$19/month
- Unlimited users
- Email templates
- Notes & @mentions
- Pro$49/month
- CSAT surveys
- SLA management
- Custom reports
- Elite$69/month
- Round-robin
- Skill-based routing
- Okta SSO
Which should you pick?
Choose Groove if
- You need knowledge base.
- You work on Web, Ios, Android.
- You also want live chat.
Choose Hiver if
- You need email assignment.
- You want to start without paying.
- You work on Web, Chrome-extension.
- You also want email notes.
Questions people ask
- Is Groove or Hiver better?
- Neither clearly leads. Groove starts at $12/month and Hiver at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Groove or Hiver?
- Hiver has a free tier; the other does not. Paid plans start at $12/month for Groove and Free for Hiver.
- Does Groove or Hiver run on more platforms?
- Groove runs on Web, Ios, Android. Hiver runs on Web, Chrome-extension.
- Can I use Hiver for free?
- Yes. Hiver has a free tier, so you can try it without paying. Groove starts at $12/month.
- What is Groove best used for?
- Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what Hiver is typically brought in for.
- What can Groove do that Hiver cannot?
- Groove covers Knowledge base, Live chat, Automation rules, Reporting. Hiver covers Email assignment, Email notes, Templates, Analytics. Both handle Shared inbox, Collision detection, Slack, Jira.