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.

 

Groove - JustCall Integration
 
  • Groove - JustCall Integration
    JustCall Integration
  • Groove - Recently updated tickets
    Recently updated tickets
  • Groove - Knowledge base
    Knowledge base
  • Groove - Drafts
    Drafts
  • Groove - Ticket responses
    Ticket responses
Supported Operating System(s):
Web browser (OS agnostic)

34 Reviews of Groove

 

Start your review of Groove

Click to start
https://www.softwareadvice.com/help-desk/groove-review/
Software Advice Reviews (2)
More Reviews (32)

Showing 1-2 of 2

Nadin from Cutter Law Firm
Specialty: Legal
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Good product. user friendly.

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Ashlie from Naturally Ashlie, LLC
Specialty: Other services
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2018

January 2018

Great Support Software - Especially if You Use Infusionsoft

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 
 
Showing 1-20 of 32

Daniel from eWAY
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Excellent Software Integrates with Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Josh from Grow.com

June 2018

June 2018

Excellent Product If You Love Gmail

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Jacki from Information Technology and Services

May 2018

May 2018

Best Tool I use!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Elissa from Gatekeeper Press

May 2018

May 2018

Simple ticket management & knowledge base

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Josh from SO Marketing

April 2018

April 2018

Useful and easy to use!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 


March 2018

March 2018

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

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: Capterra
 


March 2018

March 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

David from Student Loan Hero
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Ash from Replay Gaming
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Longing for more features and better metrics

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Kate from Pronoun
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

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

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 


November 2017

November 2017

Nothing bad to say

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Sarah from MTU
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2017

September 2017

We use this product to track incoming projects

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Anna from SYNEK

July 2017

July 2017

Love using Groove to take care of customer support tickets

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

June 2017

Great way to handle day to day customer issues

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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 Employees number: 11-50 employees

May 2017

May 2017

The only helpdesk you need for your SaaS Business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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 Employees number: 11-50 employees

April 2017

April 2017

Groove keeps both the customer and the employee in mind

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Advice to Others

Explore what they have to offer, there's a lot that is very beneficial, especially for statistics.

Review Source: Capterra
 

Matthew from Unpakt
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Groove HQ Online Help Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Groove is a powerful tool that any startup team should have. It's incredibly easy to learn. Don't be fooled by its ease of use and simple design though.

I've used many similar products before, but Groove surpasses them all. It makes it seamless to communicate with my team and my company's clients. Groove eliminates cluttered inboxes and makes managing multiple tasks simultaneously a piece of cake.

Pros

Simple design, and easy to learn.

Cons

No real cons, but when searching for tickets it could be easier to see what is open, and what is closed.

Advice to Others

N/A

Review Source: Capterra
 

Eric from SYNEK
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Best Customer Support Service for Startups

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We've been using Groove for 2 years, and it has never disappointed. From answering our very first customer support questions before our product launched, to a full team of 8 reps actively using, it has all of the features and simplicity to meet you wherever your organization is.

Pros

The company lives and breathes customer support. You can see it in their product, but the blog and product support are amazing extensions.

Cons

No mobile app yet..

Review Source: Capterra
 

Tyler from Shape
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Groove working well for us!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We've been using Groove for just a month or two now, but it's been helping us big time. We were using Slack to communicate about support requests and project management, but it became difficult as more requests and projects were taking place. We started using Groove and it's been really helpful for not only managing support requests but communicating in App with our clients. Big fans so far!

Pros

Ease of use. We started using it for support issues and it instantly made everything more efficient, allowing multiple people to weigh in on multiple issues without confusion.

Cons

Trying to figure out the best way to handle internal support issues without include clients.

Advice to Others

Go through the onboarding videos before digging in, very helpful to see some navigating around before moving forward.

Review Source: Capterra
 

Lo from Boomerang (Baydin)
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

Great look, needs some work on search and reporting

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email.
There is a lot of room for improvement in a couple of areas I can see. First would be search - I find Groove's search functionality slow and clunky. Almost every time I need to search for something, I find myself going back to Gmail and since this is something I do daily, I always need to have the account open in Groove and in Gmail. Our hope in this switch was to completely get out of email and the search functionality has made that impossible. I love being able to use the search operators Google has and if they're available in Groove as well I have not figured out how to get them to work. Additionally, the time frames I can search are very limiting.
I have also found the reporting to be lackluster. We want to use this to help make our product better and we use tags on our messages to help keep track of what our customers are writing in about. It is helpful to see how many times each tag has been added to a message but that doesn't really give me the whole picture. I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available.

If all I wanted to do was answer customer emails quickly in a pretty environment, Groove will get the job done without an issue. Because we're trying to use customer support to make our product better, I think there is a bit of a disconnect.

There are a couple smaller bugs I see regularly but haven't been bothersome enough to write into support. For example, if I make a typo when I'm typing a tag in and backspace, then I am no longer able to use my arrow keys to navigate up and down the auto-complete list.

Pros

Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy

Cons

Search, snooze options are limiting and need to be available when I'm composing a message, reporting

Review Source: Capterra