What is Hive Support?

Hive Support provides a comprehensive customer support solution specifically designed as a self-hosted plugin for WordPress websites. It integrates Artificial Intelligence to streamline support operations, featuring a robust ticketing system for managing customer inquiries effectively. The platform includes a live chat function, enabling real-time communication between businesses and their customers directly within the WordPress environment.

Leveraging AI, particularly through integration with OpenAI's ChatGPT, Hive Support offers an intelligent chatbot capable of automating responses to common questions and assisting support agents. The tool emphasizes efficiency through automation features that handle routine tasks like ticket assignments and notifications. It also allows for customization, such as creating custom fields for ticket submission forms and generating analytical reports to track support performance, aiming to improve overall customer satisfaction.

Features

AI-Powered Chatbot: Utilizes OpenAI (ChatGPT) for automated responses and agent assistance.
Live Chat System: Offers Ajax-based live chat for real-time customer interaction on WordPress sites.
Ticketing System: Manages customer support requests with features like custom fields and status tracking.
Automation Workflows: Allows creation of automated rules for tasks like ticket assignment and notifications.
Platform Integrations: Connects with WooCommerce, EDD, Slack, Discord, Telegram, WhatsApp, and OpenAI.
Customizable Ticket Fields: Enables tailoring the ticket submission form to gather specific customer information.
Saved Templates (Canned Responses): Provides pre-written responses for common queries to speed up replies.
Analytical Reports: Offers insights into ticket volume, response times, and agent performance.
Customer History Tracking: Displays customer information and past interactions.
Support Portal: Provides a dedicated area for customers to view and manage their tickets.

Use Cases

Improving customer support response times on WordPress sites.
Automating answers to frequently asked customer questions via AI chatbot.
Managing and organizing customer support tickets efficiently.
Providing real-time customer assistance through integrated live chat.
Integrating WordPress support channels with e-commerce platforms like WooCommerce and EDD.
Connecting support operations with messaging apps like Slack, Discord, and Telegram.
Analyzing customer support performance and identifying areas for improvement.
Centralizing customer communication history for support agents.

FAQs

Who Can Benefit from Hive Support?

Hive Support is ideal for businesses of all sizes using WordPress, whether small or large, looking to provide fast and efficient customer support. It's designed for easy setup, allowing a functional support portal to be running quickly.
What makes Hive Support different from other help desk solutions?

Hive Support stands out with its AI-powered features, seamless WordPress integration, robust automation, multi-channel communication, ability to sync purchase history, provide instant notifications, and offer custom workflows.
How does the AI feature in Hive Support work?

Hive Support integrates with OpenAI to deliver AI features like auto-replying to customer tickets, providing suggestions for agents, and offering real-time assistance through an AI chatbot. The AI can be trained with custom documentation.
Can I automate my support workflow with Hive Support?

Yes, Hive Support features advanced automation workflows to automate tasks such as ticket assignment, sending email notifications, closing tickets, and more, saving time and ensuring faster responses.
How does Hive Support integrate with other platforms?

Hive Support provides integrations with tools like WooCommerce, Easy Digital Downloads, WhatsApp, Slack, Telegram, Discord, and others, allowing management of tickets, viewing purchase history, and receiving notifications across multiple channels.