Groove Reviews

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.

I really like what Groove is all about as a company and what the product claims to be...Sadly, it falls well short of expectations.

We've been switching from our previous (free) support system over to a new one lately.

After testing a dozen of different services in process, we instantly fell in love with Groove in just a few days of live usage – especially with the clean and modern interface and the knowledge base functionality. Even though Groove lacks a few minor features, we've been informed they are on the roadmap already.

In addition to this, Groove's got the most responsive and friendly team we've ever encountered, which is great and makes a lot of sense for a company creating a support system. Definitely not going anywhere anytime soon!

I love the Groove blog. It's a must read for anyone making Saas. As a result I was trying to find a reason to use Groove. I signed up once we had enough customers and support requests to warrant having a KB.

I have found the support ticketing system really quite good. Keeps things in order amongst our small team.

I am frustrated by the KB though. In my opinion, it's not very user friendly...which has been a surprise given Grooves Blog.

Overall, definitely worth a try and you can decide.

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.

we use groovehq purely for managing our FAQ. it's very inexpensive to have a single-user account and handle the FAQ. most of our cs issues happen within our facebook fan page so we haven't used the CS component much.

Great tool overall. Improves our response time.

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.

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.

Hey guys, really enjoy the product. Keep up the great work. Here is some feedback from using the app for over a year now:

The search function has become better than what it used to be, but it still has a long way to go. We have all of our tickets synched to a webhook we set up in our Slack account, and we find ourselves searching within Slack to find details/tickets/customers within that channel with far greater effect than searching natively within Groove. The relevancy of searches doesn't make sense most of the time, and searching for the details that we need just takes too much time sifting through when searching within Groove.

There needs to be a way to effectively view/sort Labels. I can see the list of Labels we've created by going to Settings > Ticketing > Labels, but I have no way to view the tickets that have been assigned those Labels. Doing a search for the text string of the Label within the Search field doesn't always produce results. 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. These features above will only enhance and make it better from our opinion.

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

Their support is AMAZING. They always respond quickly and friendly. Problems are quickly fixed. Suggestions are always considered. I often receive updates on my feature requests.

Great customer service and product.

Saves loads of time

Love Groove! It's made it much more simple to set up and operate our customer service emails! Love love love!

Efficient customer support platform

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!

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.