Groove Software


 

Groove is a cloud-based help desk software for small businesses. It helps companies to communicate with their customers via email, live chat, social media and phone calls. Key features include ticketing, live chat, knowledge management, reporting tools and customer self-service.

Groove allows users to converse with their customers on multiple channels through one platform. Reporting dashboards display customer support metrics such as average handle time and reply type, as well as complaint trends, bugs and requests.

Users can set up an online knowledge base for customers. Groove also offers on-site support widgets such as an FAQ, contact forms and live chat. The software supports various integrations including Slack, Zapier, Facebook and Twitter.

Annual and monthly subscription pricing is available.

 

Groove - JustCall Integration
 
  • Groove - JustCall Integration
    JustCall Integration
  • Groove - Recently updated tickets
    Recently updated tickets
  • Groove - Knowledge base
    Knowledge base
  • Groove - Drafts
    Drafts
  • Groove - Ticket responses
    Ticket responses
Supported Operating System(s):
Web browser (OS agnostic)

43 Reviews of Groove

 

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Software Advice Reviews (3)
More Reviews (40)

Showing 1-3 of 3

Fraser from Ideagen PLC
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Groove is nice and simple, but lacks one key feature

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

- very easy to use, and makes resolving issues quick and painless
- collaboration is simplified, and the ability to customize tickets is useful

Cons

- reporting. Groove has it, but it is very limited in its functionality. there's no way of monitoring progress or tracking actions

Review Source
 
 

Nadin from Cutter Law Firm
Specialty: Legal
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Good product. user friendly.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

That it plays music when I need it to on occasion.

Cons

I don't really have any cons. It works well and does what it's supposed to do. maybe a little slow sometimes.

Review Source
 
 

Ashlie from Naturally Ashlie, LLC
Specialty: Other services
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2018

January 2018

Great Support Software - Especially if You Use Infusionsoft

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This is definitely a powerful and reliable helpdesk software!

Pros

It integrates with AccessAlly and Infusionsoft, is reliable, easy to set up and use, and has the ability to customize with your branding. It isn't very expensive and does what it is supposed to. It has the Knowledge Base and widget ability which is a huge plus. It doesn't make customers log in which makes it easier for them.

Cons

I'd like to see even more of an ability to customize the appearance of the widget and knowledge base.

Review Source
 
 
 
Showing 1-20 of 40


December 2018

December 2018

Great for customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

Groove helps us keep on top of our customers' needs and gives us lots of options as a support team.

Pros

Groove works really well for our ticketing system. We can assign customer support tickets to various groups and people and we can track how they have moved throughout the system. Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place.

Cons

The only thing I haven't liked is that the auto-refresh function didn't seem consistent so there were times when multiple people responded to the same ticket because they didn't see that it had been closed. This has probably been updated with their new Beta.

Review Source: Capterra
 

Carlos from Loyalty Systems, LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

The best support system out there for small businesses

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It has been a great benefit for our company. Now we have a way to track down tickets and get things resolved without losing emails. The interface is just great!

Pros

I love the interface and how easy is to use. We were using the software with 30 min of configuration. We love how the system is so simple and intuitive. I cannot say enough!

Cons

None. Really, I like the software and what has to offer!

Review Source: Capterra
 


November 2018

November 2018

Here comes the strategy!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

It is a great tool to have the information Groove provides handy. The optional automation is also extremely handy and convenient.

Cons

It would be great to have the option to receive push notifications. The templates can sometimes be difficult to modify to best suit my needs.

Review Source: Capterra
 

Michael from Kellogg Company
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

A service-ticket platform with loads of features!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Groove lets us get feedback from our users when something isn't working and allows multiple people to work on a single issue with notes and actions tracked within the service.

Pros

The ability to track customer service tickets within our team, and get notified when a ticket is submitted via slack integration

Cons

Currently, Groove is meeting all of our needs as a ticketing platform,

Review Source: Capterra
 


September 2018

September 2018

Helps keep support and sales on track

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have been using groove to ensure timely communication with new clients and that check-ins with clients are performed at the correct intervals. For sales we use it to ensure that no one gets missed in the follow up process after demos or leading up to a demo.

Pros

I like the automatic reminders about what needs to be done each day. It takes the guess work out of what you should be doing first or next when you sit down to start your day. It is easy to use when setting up flows and integrates well with salesforce.

Cons

There are some things that would be great if you could automate, like adding people into flows when specific actions happen. I have tried to make some of this work but ended up being more trouble than it was worth.

Review Source: Capterra
 

Cody from FootballShirts4all
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Pretty much feels like email with assignments to team members

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

It's a simple interface that pretty much feels like email with the added benefit that you can assign tickets to team members and easily see who the ticket is assigned to; you can assign priority to tasks and add notes that only the team members can see. You can easily access within the screen the full support history of the customers.

Cons

Agent collision on occasions, and the fact that you can't create a new ticket from one mailbox to another. Perhaps for some, keeping mailboxes seprated between agents is a welcome positive with the added benefit of customisable privacy settings.

Review Source: Capterra
 

Brendon from My Saint My Hero
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Simplified ticketing for small teams

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Groove has some great features: Mailboxes (with assigned teams) with incoming email addresses for different topics, canned replies, tagging, assignment, email notifications. The interface is intuitive even for my veteran staff, and the Zapier integration is a bonus!

Cons

Groove lacks customizable embeddable web forms, so you are stuck with their big green "?" or a workaround via email Zapier. Reporting could be better - more details helps managers make better-informed judgements about staff performance.

Review Source: GetApp
 

Daniel from eWAY
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Excellent Software Integrates with Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Saves loads of time

Pros

I like that it automatically logs my gmail straight into salesforce quickly and easily. The calendar booking system is really useful for customers wanting to book a time to call.

Cons

Rarely doesn't find a record however is very easily fixed by manually searching and logging. Sometimes the logging bar gets in the way of the other gmail icons.

Review Source: Capterra
 

Josh from Grow.com

June 2018

June 2018

Excellent Product If You Love Gmail

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Groove made life a whole lot easier with their functionality of staying inside of Gmail while being able to use and operate their tool. You don't have to jump from tab to tab, but can rather stay in one spot and get everything that you need to done.

Cons

Outside of Gmail, it's a little tricky to navigate and still get what you need to done. If they could bring the ease of use that they have inside of Gmail, outside of Gmail, this would be the best tool ever. They are too Gmail specific.

Review Source: Capterra
 

Jacki from Information Technology and Services

May 2018

May 2018

Best Tool I use!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to navigate and organize messages, love the accuracy when dealing with customer and that it integrates to my Slack

Cons

Wish it was easier to toggle between assigned users, now it is difficult to respond then have to go back in to reassign.

Review Source: Capterra
 

Elissa from Gatekeeper Press

May 2018

May 2018

Simple ticket management & knowledge base

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

As a very small team that didn't need tons of bells and whistles, Groove is a great way to manage support tickets and a knowledge base. It's easy for team members to assign/collaborate on tickets, leave notes for other agents or for their own internal reference, merge multiple tickets, tag tickets, etc. Customer service is very good -- they're quick to respond and very friendly.

Cons

The reporting is not as robust as more expensive competitors, though this should be expected at the price range. This might have only been a minor use case issue for us, but we didn't like that we couldn't send internal emails from one Groove mailbox to another. Also, you need another email address or integration with something like Slack to be notified when you're tagged in a note.

Review Source: Capterra
 

Josh from SO Marketing

April 2018

April 2018

Useful and easy to use!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

We are helping to solve the issues that clients get when using their websites. It's been a great way to keep on top of problems that are being reported.

Pros

It is good to keep track of all the support requests that we get in. It's a great way to keep on top of issues reported by clients.

Cons

The user interface can be slow sometimes to use, but I think they are doing a refresh soon so hopefully that will solve it.

Review Source: Capterra
 


March 2018

March 2018

Great way to organize tickets and split them among a support team

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I like how easy it is to apply and filter tickets by tags, and the built-in snooze function to bring back tickets you can't answer at the present but don't want to forget about.

Cons

Seems to be laggy/buggy as email load increases to significant levels: the unread ticket count doesn't sync/can lag behind the actual unread ticket count.

Review Source: Capterra
 


March 2018

March 2018

The simplest and most effective support software to keep track and communicate with customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like how easy it is to setup and get started. If you know how to use an email inbox then you know how to use Groove. It allows you to automate communication with your customers and keep up with any support questions they have. The add on's like Knowledge Base is great too so that you can add all the frequent questions and proactively provide answers.

Cons

It does need a lot better reports to understand how well support issues are being handles. I hear in the upcoming version this is a lot more powerful and has a lot more features.

Review Source: Capterra
 

David from Student Loan Hero
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Decent entry-level support system if you don't have much need for advanced features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Good support system at a reasonable price for teams looking just for basic support features. You could use more advanced systems, like Zendesk, but it may be overkill for many teams.

Pros

Created by an incredible company with a wonderful CEO who writes some great articles about business and entrepreneurship. It's the perfect support/ticketing tool for small businesses. Canned replies make it simple to send automatic replies to people. Also some features like filtering make the process easy too.

Cons

It's built for small businesses, so tools like Zendesk offer much more flexibility and advanced features as a business grows. The report is basic and sometimes inaccurate. The feature set is lacking when you grow to a 20+ person team.

Review Source: Capterra
 

Ash from Replay Gaming
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Longing for more features and better metrics

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.

Pros

Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base. You can make rules to send things to various folders, which is nice. It has integration with our NPS software (Delighted).

Cons

Groove lacks a significant amount of features. You can only view metrics based on pre-determined periods of time and you cannot adjust on a custom range. You have no easy way to view how many tickets an agent answered in the prior day. You can't pull random tickets for QC. You can't add tags to your knowledge base articles. Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend. You can't set "office hours" so that you'll automatically send a different auto-reply based on whether you're in the office or not.

Review Source: Capterra
 

Kate from Pronoun
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

Groove is very intuitive and makes it easy to answer a lot of tickets in not a lot of time.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love the canned responses, the integration with our help center, and the ability to merge tickets.

Cons

The "undo send" feature doesn't always work when I need it to. It also sometimes provides random names for our users, so I always have to double check that I'm addressing the right name.

Review Source: Capterra
 


November 2017

November 2017

Nothing bad to say

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Their customer service is incredible (not surprising for a customer service software company), and made our integration very fast and easy.

Cons

We ended up leaving for a newer lower priced competitor based solely on price. Due to the difficulties however, I think it would have been better to stay with Groove despite the increased cost.

Review Source: Capterra
 

Sarah from MTU
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2017

September 2017

We use this product to track incoming projects

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This product on a daily bases has helped me organize the request that come into our department, respond, and delegate them. I love this product.

Pros

I love this software because the ease of use and how helpful it is. We wanted to gather some analytics on how many request we get. This is the perfect product to use. It also helps use keep organize and able to assign different tasks to different people. Live changer.

Review Source: Capterra
 

Anna from SYNEK

July 2017

July 2017

Love using Groove to take care of customer support tickets

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Efficient customer support platform

Pros

They have an awesome blog, it is very easy to use, you are able to merge tickets, has all features needed to provide efficient support.

Cons

It would be nice to hear of some new integration capabilities within Groove. I would like to see a customers shopify history while answering their ticket.

Review Source: Capterra