Groove

The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.

This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.

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.

I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.

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!