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.



43 Reviews of Groove

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 43 reviews

December 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great for customer 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.

November 2018

Carlos from Loyalty Systems, LLC

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

The best support system out there for small businesses

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!

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

November 2018

Here comes the strategy!

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.

October 2018

Michael from Kellogg Company

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

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,

September 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

3 of 5

September 2018

Helps keep support and sales on track

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.

August 2018

Fraser from Ideagen PLC

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Functionality

3 of 5

August 2018

Groove is nice and simple, but lacks one key feature

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

August 2018

Cody from FootballShirts4all

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

4 of 5

August 2018

Pretty much feels like email with assignments to team members

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.

July 2018

Brendon from My Saint My Hero

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

3 of 5

July 2018

Simplified ticketing for small teams

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.

June 2018

Daniel from eWAY

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

June 2018

Excellent Software Integrates with Salesforce

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.

June 2018

Josh from Grow.com

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Excellent Product If You Love Gmail

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.

May 2018

Jacki from Information Technology and Services

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2018

Best Tool I use!

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.

May 2018

Elissa from Gatekeeper Press

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

May 2018

Simple ticket management & knowledge base

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.

April 2018

Josh from SO Marketing

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

April 2018

Useful and easy to use!

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.

March 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

March 2018

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

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.

March 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

March 2018

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

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.

March 2018

David from Student Loan Hero

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

March 2018

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

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.

February 2018

Nadin from Cutter Law Firm

Company Size: 2-10 employees

Review Source


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

February 2018

Good product. user friendly.

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.

January 2018

Ashlie from Naturally Ashlie, LLC

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2018

Great Support Software - Especially if You Use Infusionsoft

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.

January 2018

Ash from Replay Gaming

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

2 of 5

Customer support

4 of 5

Functionality

1 of 5

January 2018

Longing for more features and better metrics

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.

November 2017

Kate from Pronoun

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2017

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

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.