Customer Support · head to head
Klaus vs Hiver
Klaus
Customer Support
AI-powered quality management for support teams
- From
- $50/month
- Rated
- -
The short version
- Only Hiver has a free tier, so it costs nothing to try first.
- Each has a real cost: Klaus no longer available as standalone product after Zendesk acquisition; 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: Klaus covers AI-powered QA, Hiver covers Shared inbox.
Where they differ
Only the attributes on which Klaus and Hiver actually diverge.
Identical on both: user rating (Not yet rated), category (Customer Support).
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 Klaus
- AI-powered QA
- Conversation reviews
- Scorecards
- Coaching
- Performance analytics
- Calibration
- Zendesk
- Intercom
Only in Hiver
- Shared inbox
- Email assignment
- Collision detection
- Email notes
- Templates
- Analytics
- Gmail
- Google Workspace
Both cover
- SOC2
- GDPR
- ISO27001
- Web support
What people use each for
The jobs each tool is most often brought in to do.
Klaus
- Quality assurancenot Hiver
- Agent coachingnot Hiver
- Performance trackingnot Hiver
Hiver
- Shared inbox managementnot Klaus
- Customer support via Gmailnot Klaus
- Team email collaborationnot Klaus
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Klaus
- No longer available as standalone product after Zendesk acquisition
- Requires separate Zendesk subscription (not included in base plan)
- Cannot be used with non-Zendesk help desk systems
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
Klaus
$50/month- Workforce Engagement Bundle$50/month
- Includes Zendesk QA (formerly Klaus)
- Requires base Zendesk Support or Suite plan
- 100% conversation review with AI
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 Hiver if
- You need shared inbox.
- You want to start without paying.
- You work on Web, Chrome-extension.
- You also want email assignment.
Questions people ask
- Is Klaus or Hiver better?
- Neither clearly leads. Klaus starts at $50/month and Hiver at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Klaus or Hiver?
- Hiver has a free tier; the other does not. Paid plans start at $50/month for Klaus and Free for Hiver.
- Does Klaus or Hiver run on more platforms?
- Klaus runs on Web. 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. Klaus starts at $50/month.
- What is Klaus best used for?
- Klaus is most often used for quality assurance, agent coaching, performance tracking. Of those, quality assurance and agent coaching are not what Hiver is typically brought in for.
- What can Klaus do that Hiver cannot?
- Klaus covers AI-powered QA, Conversation reviews, Scorecards, Coaching. Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Both handle SOC2, GDPR, ISO27001, Web support.
Answered from the vendors’ own pages
Klaus: Is Klaus still available as a standalone product?
No. Klaus was acquired by Zendesk in February 2024 and is now integrated into Zendesk as Zendesk QA, requiring a paid Zendesk plan as the base.
SourceKlaus: What QA features does Klaus provide?
Klaus automatically reviews 100% of customer interactions using AI, provides immediate performance insights, reduces QA time by 80%, and improves CSAT scores through targeted coaching.
SourceRelated pages
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