Groove software


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.

Supported Operating System(s):
Web browser (OS agnostic)

37 Reviews of Groove

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  • Cody from FootballShirts4all

    Number of employees: 11-50 employees

    August 2018

    Pretty much feels like email with assignments to team members

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    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.

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

    Number of employees: 11-50 employees

    July 2018

    Simplified ticketing for small teams

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Daniel from eWAY

    Number of employees: 1,001-5,000 employees

    June 2018

    Excellent Software Integrates with Salesforce

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    June 2018

    Excellent Product If You Love Gmail

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jacki from Information Technology and Services

    May 2018

    Best Tool I use!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    May 2018

    Simple ticket management & knowledge base

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    April 2018

    Useful and easy to use!

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    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.

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

    Number of employees: 11-50 employees

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

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

    Number of employees: 11-50 employees

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    Number of employees: 51-200 employees

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    Specialty: Legal

    Number of employees: 2-10 employees

    February 2018

    Good product. user friendly.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Ashlie from Naturally Ashlie, LLC

    Specialty: Other services

    Number of employees: 2-10 employees

    January 2018

    Great Support Software - Especially if You Use Infusionsoft

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Ash from Replay Gaming

    Number of employees: 11-50 employees

    January 2018

    Longing for more features and better metrics

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    Number of employees: 2-10 employees

    November 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    Number of employees: 11-50 employees

    November 2017

    Nothing bad to say

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Their customer service is incredible (not surprising for a customer service software company), and made our integration very fast and easy.

    Cons

    We ended up leaving for a newer lower priced competitor based solely on price. Due to the difficulties however, I think it would have been better to stay with Groove despite the increased cost.

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

    Number of employees: 5,001-10,000 employees

    September 2017

    We use this product to track incoming projects

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    This product on a daily bases has helped me organize the request that come into our department, respond, and delegate them. I love this product.

    Pros

    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. This is the perfect product to use. It also helps use keep organize and able to assign different tasks to different people. Live changer.

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

    July 2017

    Love using Groove to take care of customer support tickets

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Efficient customer support platform

    Pros

    They have an awesome blog, it is very easy to use, you are able to merge tickets, has all features needed to provide efficient support.

    Cons

    It would be nice to hear of some new integration capabilities within Groove. I would like to see a customers shopify history while answering their ticket.

    Review Source: Capterra
  • Robert from Unpakt

    June 2017

    Great way to handle day to day customer issues

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The email integration is perfect and it's fairly simple to get used to. The ability to create different templates to use is a huge time-saver.

    Cons

    The edit field for emails is pretty wonky and can get frustrating if you like to write and then go back to edit. Otherwise great.

    Review Source: Capterra
  • Piyush from SalesHandy

    Number of employees: 11-50 employees

    May 2017

    The only helpdesk you need for your SaaS Business

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to setup. Multiple inboxes and ticket handling. Widget to include knowledge base into the web app.They have good decent integrations like facebook, twitter, slack.

    Cons

    Can't show related articles when you open any article in the knowledgebase section. Layout customization could have been easier.

    Review Source: GetApp
  • Ling Ling from Pronoun

    Number of employees: 11-50 employees

    April 2017

    Groove keeps both the customer and the employee in mind

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Groove is an excellent customer service support platform because it makes sharing and discussing cases much easier in a convenient manner. Groove allows for internal notes, auto-fills in emails if you've emailed that specific individual before, allows for merging cases, alarms, different statuses, different mailboxes within the same interface, and much more. Groove also makes use of color coding for the different features available, such as yellow for internal notes. Groove also allows for multiple users to be logged on Groove at the same time, which allows multiple users to view the same ticket -- a feature that was missing from a different support platform I've tried previously. Groove's own customer support is also extremely friendly and responsive, and they're great at keeping you updated. I especially enjoy reading the articles from their blog!

    Pros

    * Multiple users able to be logged in at the same time
    * Notes feature
    * Merging ability
    * Customizable settings by user
    * Multiple mailboxes
    * Tracker
    * App integration
    * Friendly and very responsive support team (quick to fix bugs)

    Cons

    * It'd be nice if the Notes feature also had the rich text formatting options available (you can use them if you copy/paste though).
    * It'd be nice if we could minimize past emails in a thread so we don't have to scroll through them all each time.

    Review Source: Capterra
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