KIVA Group

KIVA Group is a global provider of customer interaction and experience management software for financial institutions. The job it does: turning support emails and chats into tickets with owners, priorities and SLAs.

The natural audience is support teams from two people to hundreds. They also list Customer Service, so expect those to show up in the feature set. As a small product team themselves (11 to 50 people), they tend to serve customers of a similar scale best. You will probably talk to the people who build it, which is great until you need 24/7 support.

KIVA Group is based in Bedford, New Hampshire. You can read more at kivagroup.com.

Our checklist for this category: channel coverage, automation rules, and per-agent pricing. Ask for a trial on your own data, not a canned demo.

If you have worked with KIVA Group, tell the next buyer what you paid and what surprised you. That is the part of this page we cannot write.