Ask about a service interaction
Hively gives customers a short way to rate an interaction and, where configured, add comments or other information.
It can fit teams whose work includes customer-facing email or support conversations: for example, support agents, account managers or service desks. Choose the people and touchpoints where the customer can meaningfully comment on the service received. Each participating member uses their own rating links.
Industry alone does not determine whether it fits. Consider how your team communicates, whether your sending tool can include the links, and who will read and act on the responses. Integration checks help assess the sending workflow.
Turn feedback into follow-up
A rating can draw attention to a concern or highlight a helpful interaction. Improving the experience depends on what your team does next.
Read the comment and context before drawing conclusions. An unhappy rating can concern a product, policy or unresolved problem as well as the person handling it. Follow up through your normal customer-contact process when appropriate; a rating notification is not proof that the issue has been resolved.
Use positive feedback to recognize useful work. Look at patterns and response volumes over time rather than treating a single rating or leaderboard position as a complete measure of someone’s performance. See Scores and the leaderboard and CSAT and benchmarks.
Use alongside surveys and conversations
Short interaction feedback and broader surveys answer different questions. You can use both.
A longer survey or conversation may be better when you need detailed research, several questions or feedback about an entire relationship. Hively focuses on a brief response linked to a service touchpoint. Neither method guarantees representative responses or improved satisfaction by itself.
Do not assume that all feedback is anonymous. The fields, links and information a customer supplies affect what is recorded; see Anonymous ratings and Rating fields.
Set up a manageable routine
Start with a clear group of participants, a working snippet and an agreed person responsible for reviewing feedback.
Get started with Hively, select notification preferences, and use reports when a fuller review is useful. Keep the request voluntary and consistent; Encourage useful feedback covers practical ways to ask.