Groove

RATING:

4.5

(71)

About Groove

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 a...

Awards and Recognition

FrontRunner 2020
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Groove Pricing

Pricing is based on the number of users per month and features selected.

Starting price: 

$15.00 per month

Free trial: 

Available

Free version: 

Not Available

Groove shared inbox

Groove Reviews

Overall Rating

4.5

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4

Most Helpful Reviews for Groove

1 - 5 of 66 Reviews

User Profile

Maxwel

Verified reviewer

Marketing and Advertising, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed October 2019

Best way to manage your customer support network

PROS

My favorite feature in Groove is the canned replies. If you get frequent support tickets and need an easy answer for them, you can write them early and pull them out to answer the same question over and over again. I use Canned replies for our Proactive Support. We let our clients know the issues they are having before they even know they are having them.

CONS

Frequent updates move features around and sometimes makes it difficult to find something that you use every day. Also they have a feature in which you can halt a reply for sending up to 30 seconds after hitting send, though it does not work for emails you start. Only ones you reply to.

Anonymous

11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

FUNCTIONALITY

5

Reviewed October 2021

Easy to manage the knowledge base & ticketing system!

Knowledge base & ticketing system at the same tool makes the life easier with Groove.

PROS

It's easy to manage the knowledge base & ticketing system mainly for SaaS companies with Groove.

CONS

They can offer more features to customize the webpage of knowledge base.

Reasons for switching to Groove

Ticketing system is more advanced in Groove.

Jamie

Information Technology and Services, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2024

Best of the Best

PROS

* Easy to setup * Easy for team members to use * Simplicity is the ultimate sophistication

CONS

Absolutely nothing - the team and company are amazing.

Jared

Computer Software, 501-1,000 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

2

EASE OF USE

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

2

Reviewed February 2021

Not nearly as efficient as Outreach

I am sending prospecting emails to break into new accounts and reach new customers. It helps me to have tracked tasks and efficient email and call outreach day in and day out.

PROS

I do like that I can organize the order of the people I'm reaching out to in my flows. There are a few really good things about Groove from a flow building and Salesforce data retention front that are helpful.

CONS

Coming from Outreach, Groove isn't nearly as powerful or easy to use. There are so many things I preferred to do in Outreach that I can't do in Groove. Outreach's bulk import, the quick way to search for contacts that had been contacted just by searching the domain, looking at past email conversations, and better insight into email engagement are all things I had in Outreach that are glaringly missing from Groove. Groove feels clunky to me in how it interacts with my Gmail/Calendar and it's felt like more of an obstacle than an enabling software.

Reasons for switching to Groove

Wasn't my choice it was forced upon us.

Ensons

Information Technology and Services, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed January 2024

Human-centered ticketing system

Groove is the smartest "abstraction layer" over email I've seen so far. We don't think in terms of E-Mails any more (you wouldn't know there are any), but individual customer threads in a proper ticketing system.

PROS

Consider that pricing is not related to the amount of emails you receive or send. The ticket archive keeps growing, but you don't pay more over the years. That's great.

CONS

The interface is not as snappy as a desktop email client, so there is friction when you start using it. But as far as web technology is concerned, it's as good as it gets.