The ability to label tickets and then be able to categorize them and efficiently reference them is a bit imperative. Overall, pleased with the ease of use of the app, and overall interface.

Searching for closed requests can be difficult, especially when searching for a particular issue.

Ticket-based cs management. Easy to setup, inexpensive faq platform.

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.

Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place.

The ability to support multiple projects within the same subscriptions is great. Since the recent revamp, the only thing that didn't support multiple projects, the knowledge base, now supports this.

It's still a bit limited in functionality, but that's nitpicking.

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

It's clearly made by a team who has used other platforms and know the short comings of them all. They want to make the best system possible while also keeping it fast and easy to use.

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.

Use it every single day, could not do my job without a tool like this. Support is very quick to address any challenges or issues I face.

Very easy to use, and makes resolving issues quick and painless. Collaboration is simplified, and the ability to customize tickets is useful.

Keeps things in order amongst our small team. I am frustrated by the KB though.

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.

I like that you can more easily leave notes and the My New and Open folder gives visibility to what you need to manage. Ticket assignment is also easy to use and change the delegation.

Groove is a great landing page builder for both experts and beginners.

Groove does what it sets out to in the most simple and easy to use manner. Shared Inboxes allow teams working on programs to efficiently respond to members.

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.

We were using the software with 30 min of configuration. We love how the system is so simple and intuitive.

Excellent Software Integrates with Salesforce.

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.

My favorite feature in Groove is the canned replies.

Best way to manage your customer support network.

There are a few really good things about Groove from a flow building and Salesforce data retention front that are helpful.

Customer service is very good -- they're quick to respond and very friendly.

Agent collision on occasions, and the fact that you can't create a new ticket from one mailbox to another.

It Helps me keep my sanity. If this is the Groove that I am reviewing, the ability to  put on my playlist and headphones keeps me sane.

We manage a few completely different projects so its great that they are all supported under the same account.

Not to mention canned-replies allow teams to hone responses to common questions and agents can send accurate answers, consistently.

Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails.

Frequent updates move features around and sometimes makes it difficult to find something that you use every day.

Outside of Gmail, it's a little tricky to navigate and still get what you need to done.

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.

What I like most about Groove is the ability to integrate so many things into it. For instance, when a customer reaches out to us I am able to see all of their account information right in groove.

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

Great blog and support from Groove. I've learned a lot about providing great customer service to my clients.

Functionality is updated all the time. The new 2.0 software looks awesome and is easy to use.

I loved the dark mode, all the colors used and clean simple interface. I thought it was simple and easy to do all the things that I was trying.

Extremely intuitive and easy to use to the platform. The integration into Google Data Studio allows for seamless automation and ease of reporting to our clients.

I also thought some prior personas disappeared, because I couldn't see the slider to scroll down on the right.

User friendly and how you can use multiple templates for free.

Senior management of the client company were really excited with the final product--they loved the content, layout, visuals and graphics--a home run. I highly recommend this platform.

The quality of exports is phenomenal and easy to use, increasing the speed and value of the deliverables we provide to our clientele.

So if UXPressia wants to trick people, it is their problem.

And their support team is doing extremely well, quick to reply and helpful.

High regards for their customer-service. Extremely stable and beautiful product.

It took me a while to see that you could add custom sections to the persona. I think the location of the button was just a little confusing.

No possibility to give restricted access to users. A user can delete another user's job.

There are plenty of templates. But I would definitely recommend another software, which is more trustworthy to put money on it.

Amazing SAAS platform that enables Service Design Thinking at the next level.

Missing the Service Blueprint Map from the package.

Also, it's quite annoying that you cannot fully customise your persona. The grid is always either in thirds, in halves or full width.

Super easy to use and create valuable assets for marketing & growth teams.

The UXPRESSIA managed to combine 3 different tools into one well-integrated tool, resulting in a flawless customer experience.

I like that this is an online software that I can access from anywhere. I appreciate the simple aesthetic and that I can create nice-looking personas easily.

It's flexible and customizable enough to allow me to do what I want, moreso than other tools I tried.

Really great to get yourself started and have the personas live outsite powerpoint but in a shared tool.

Also, the customer service the offer is awesome, fast and reliable. Ultimately, they are open to suggestions in order to improve their products and they listen to their customers.

When I have taught this in the past, students spent too much time worrying about how to design their own Personas and CJMs, which wasted valuable class time.

UXPressia is one of the more intuitive journey mapping products on the market. I love products that are easy to master without much investment in reading manuals or attending the training.

UXpressia is great for making highly detailed customer journey maps with lots of information. It's flexible and customizable.

Limited customization when it comes to colour + font.

Great but pricing not applicable for Latam countries.

When I had questions, customer service was very responsive and followed up with me to make sure all was well. This was incredibly helpful and reassuring, especially under such a tight deadline.

I also liked how professional it layouts the maps already so I don't have to design them on top of creating the content for them.

Probably the best software for customer journey mapping.

It produces very nice looking customer journey maps, so it is very presentable and one can certainly be proud of the final product.

The system capabilities allow for a good amount of customisation while still offering a helpful framework to make it easy to stay focused and on track with our project.

Expressa is a joy to use and the team behind it are responsive, supportive and a credit to the founders.

US Dollar

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.



LongDescription

Support Ticket Management

Cataloging/Categorization

Surveys & Feedback

Customizable Reports

Access Controls/Permissions

Workflow Configuration

Sentiment Analysis

Project Management

Rules-Based Workflow

Knowledge Management

Communication Management

Customer Database

Collaboration Tools

Automated Routing

Full Text Search

Call Center Management

Contact Management

Customer Experience Management

Content Management

Configurable Workflow

Performance Metrics

Text Editing

Multi-Channel Communication

Queue Management

Support Ticket Tracking

Role-Based Permissions

Social Media Integration

Workflow Management

Email Management

Ticket Management

Event Triggered Actions

Reporting & Statistics

Knowledge Base Management

Real-Time Chat

Service Level Agreement (SLA) Management

Chat/Messaging

Customizable Templates

WYSIWYG Editor

Macros/Templated Responses

Interaction Tracking

Dashboard

Multi-Language

Alerts/Escalation

Customer Engagement

Customizable Branding

Reporting/Analytics

Prioritization

Remote Access/Control

Feedback Management

Drag & Drop

Negative Feedback Management

Auto-Responders

Customer History

Live Chat

Search/Filter

Customizable Fields

Data Import/Export

Alerts/Notifications

Inbox Management

Widgets

Tagging

Web browser (OS agnostic)

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


Email/Help Desk

Knowledge Base

Phone Support

Chat

Self-Employed

2-10

11-50

Groove

Webinars

Documentation

Videos

Uxpressia is a cloud-based customer experience management solution designed to help small to large businesses design customer journeys maps, personas and impact maps on a centralized platform. It allows users to gain insights into customer interactions across channels and collaborate with stakeholders in real-time.


Key features of Uxpressia include email sharing, customizable branding, multi-persona views, data export and role management. The personas online tool lets enterprises create custom persona types or use existing profiles to differentiate between users, buyers, and customers based on their market sizes. Additionally, users can export customer personas and impact maps offline by printing them into PNG or PDF formats.


Uxpressia's customer journey map online tool allows users to personalize customer journeys mapping by adding images, documents, videos, research data, customer quotes and more. It integrates with Google Analytics and Mixpanel. It is available for free and on monthly subscriptions.


User Research Analysis

Experience Management

Customer Segmentation

Templates

Single Sign On

User Journeys

Real Time Data

Visual Analytics

Data Visualization

Customer Management

For Mobile

For Websites

Customer Profiles

Third-Party Integrations

Commenting/Notes

Personalization

Customer Touchpoints

Brainstorming

Real-Time Notifications

Map Sharing

Customer Journey Mapping

Map Creation

Action Management

Multi-Channel Data Collection

FREE: $0 Forever free

STARTER: $16/month per user
Or $13.3/month per user billed annually

PRO: $36/month per user 
Or $30/month per user billed annually

ENTERPRISE: Contact UXPressia

Groove vs UXPressia

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