Groove
About Groove
Groove is a cloud-based solution designed to help small businesses manage customer support without the complexity of enterprise-level tools. The intuitive shared inbox makes it easy for team members to organize, prioritize, and solve customer requests in a familiar email-like interface. Features like conversation assignments, collision detection, private internal notes, and mentions and notifications ensure seamless collaboration.
Groove offers live chat capabilities, allowing businesses to provide instant help on any page of their website or app. The round-robin assignment feature also distributes the workload evenly, while unattended message logic and email continuation ensure no chat is ever left hanging.
Key benefits of Groove
- Assign tickets to colleagues, insert canned replies, add private notes and more.
- Every customer’s entire conversation history in one place.
- Folders keep your support emails neatly organized.
- Metrics to help your team benchmark, set goals and get better.
- More than a dozen apps to make Groove fit your needs.
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Reviews
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- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Useful and easy to use!
Reviewed on 2018/04/30
We are helping to solve the issues that clients get when using their websites. It's been a great...
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.
- Industry: Computer Software
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
The most easy to use and transparent support app
Reviewed on 2015/09/17
We've been switching from our previous (free) support system over to a new one lately.
After...
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!
Pros
- Clean and modern interface
- Awesome knowledge base functionality
- Great support and development team
- Overall ease of use
- Lots of integration possibilities
- Best value for money
Cons
We've missed a few features from our previous system, such as a possibility to split tickets and a more functional rich text editor. However, the guys at Groove promised us they're planning to get this into one of the next releases :)
- Industry: Education Management
- Company size: 2–10 Employees
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Pretty good, give it a try.
Reviewed on 2016/04/04
I love the Groove blog. It's a must read for anyone making Saas. As a result I was trying to find a...
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.
Pros
Support Tickets
Easy to get started
Good support response
Cons
KB hard to customize
Not seeing improvements lately to KB
Groove FAQs
Below are some frequently asked questions for Groove.Q. What type of pricing plans does Groove offer?
Groove offers the following pricing plans:
- Starting from: US$29.00/month
- Pricing model: Subscription
- Free Trial: Available
Pricing is based on the number of users per month and features selected.
Q. Who are the typical users of Groove?
Groove has the following typical customers:
Self Employed, 2–10, 11–50
Q. What languages does Groove support?
Groove supports the following languages:
English
Q. Does Groove support mobile devices?
Groove supports the following devices:
Q. What other apps does Groove integrate with?
Groove integrates with the following applications:
Delighted, GitHub, Instagram, Jira, JustCall, Mailchimp, Meta for Business, Recharge, Shopify, Slack, Stripe, Trello, Zapier
Q. What level of support does Groove offer?
Groove offers the following support options:
Email/Help Desk, Knowledge Base, Phone Support, Chat
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Customer Service Software
