Groove Software
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...
Groove Pricing
Pricing is based on the number of users per month and features selected.
Starting price:
$12.00 per month
Free trial:
Available
Free version:
Not Available
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Groove knowledge base
Groove User Reviews
OVERALL RATING
Showing 1 - 5 of 66 reviews
Maxwel
Verified reviewer
Company size: 2-10 employees
Industry: Marketing and Advertising
Time used: 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.
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
Company size: 11-50 employees
Time used: Less than 12 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
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.
Evan
Company size: 501-1,000 employees
Industry: Marketing and Advertising
Time used: Less than 6 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
May 2022
Groove
Groove was recently rolled out to help with CRM management. It has been efficient in syncing with Salesforce to track communication with partners
Pros
Groove has the ability to track that emails have been opened. This is helpful for prospecting and client outreach. There is also calendar scheduling functionality that I plan to utilize further.
Cons
It would be helpful to track who specifically opened the emails that are sent, particularly if it is widely forwarded within an organization.
Anonymous
Company size: 2-10 employees
Time used: Less than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
October 2020
Mobil nicht nutzbar, keine Weiterentwicklung und sehr, sehr langsam
Groove war eine tolle Erfahrung und wir haben über 1 Jahr damit unseren Support abgewickelt. Allerdings spart es kaum Arbeit im Vergleich zu einem normalen Mailclienten. Da wir stark wachsen, suchen wir nun ein Tool, welches unsere Mitarbeiter mit automatischen Vorschlägen unterstützt. Außerdem finden wir eine mobile Bedienbarkeit im Jahr 2020 als absolute Grundvoraussetzung für so ein System. Das kann Groove leider nicht bieten.
Pros
Erster Eindruck war sehr positiv, Groove bietet innovative Funktionen wie z.B. die Anbindung einer Knowledge Base und die API. Groove hat eine übersichtliche Benutzeroberfläche, die einfach zu bedienen ist, auch wenn das aggressive blau einem irgendwann nervt, wenn man den ganzen Tag damit arbeiten muss...
Cons
Leider entwickelt sich Groove scheinbar nicht weiter. Als wir die Software vor einem Jahr eingeführt haben, wurde uns versprochen, dass ein Chat-Widget "in kürze" Verfügbar ist. Das ist leider bis heute nicht der Fall. Außerdem ist die Software sehr oft sehr langsam und manchmal aktualisiert der Browser plötzlich das gesamte Fenster und alle Eingaben verschwinden. Groove ist außerdem auf mobilen Geräten (Smartphones) nicht nutzbar. Zwar gibt es eine responsive Ansicht, die allerdings ist sehr fehlerhaft und man kann z.B. bei einem Ticket jeweils nur die letzte Nachricht lesen und kann nicht auf den Verlauf zugreifen. Die Integrationen zu fremden Apps sind sehr begrenzt und nicht sinnvoll nutzbar. Wir haben das Mailchimp-Plugin installiert, was generell funktionstüchtig ist, allerdings nicht praxisorientiert. So klappt das Menü automatisch immer wieder ein und man muss bei jedem Ticket erst das Mailchimp-Menü in der Sidebar erneut aufklappen. Groove bietet leider auch nichts wirklich neues, innovatives. Die Regeln können keine Antworten an den Absender versenden. Automatische Vorschläge aufgrund der Knowledge Base gibt es nicht. An einen Mailbot über Künstliche Intelligenz, wie die Wettbewerber das machen, ist nicht zu denken.
Peter
Company size: 1,001-5,000 employees
Industry: Marketing and Advertising
Time used: 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.
June 2022
The most powerful communication software I know
Pros
I absolutely love the broad automation functions of Groove that optimise all of my outbound communication and the tracking behind it. In my opinion Groove the most important software beneath Salesforce for any sales professional. It safes time, brings efficiency and transparence to my daily worklife. Especially the tracking of my own sales activities tackles a big pain of mine.
Cons
There is actually no weakness of this software. I really like and use many of Grooves functions.
