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.

JustCall Integration
JustCall Integration
JustCall Integration
Recently updated tickets
Recently updated tickets
Knowledge base
Knowledge base
Drafts
Drafts
Ticket responses
Ticket responses

Supported Operating System(s):

Web browser (OS agnostic)



40 Reviews of Groove

Overall rating

4.5 / 5 stars

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Michael from Kellogg Company

Number of employees:  11-50 employees

Ease-of-use

Functionality

October 2018

A service-ticket platform with loads of features!

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
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

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.