Groove Review

PROS: I love how there’s more than just one way to access this tool—on the browser, via the app, on Trello and its other 3rd-party integrations, you name it. Groove’s accessibility is truly impressive. Admittedly, the UI does look a bit old, but it is still very intuitive and neatly designed. Not to mention, it offers tools that help each of our team members (especially the admin) to stay on top of tasks too. Some of the features that support this include adding notes and data storage organization. Ticket duplicates from the same user are easily avoided too, thanks to the ticket merging feature. To top it all off, they have a pretty awesome CS team. They’re always attentive and prompt in responding to our requests.

CONS: I hope that they would shift their focus back on adding more features to the desktop version. Right now, all the new features that have been rolled out are exclusively for the app version. I still have a pending ticket to fix Internet Explorer’s widget rendering too. I know they’re still working on this—but I’m getting a bit impatient because it has been months since I filed for this bug. Lastly, I wish they would speed up on rolling out developments for their Knowledge Base.

PROS: I love how Groove keeps its toolbox clutter-free and relevant. It does not have all the unnecessary tools that some solutions have—mostly services that users never get around to using. Instead, it focuses on improving the essentials, such as its Knowledge Base and ticketing system. These two are its bread and butter, and it offers users convenience and efficiency. How did we ever function without Groove? The merging of tickets itself is such a big convenience.

CONS: The UI is quite dated. This translates to an older interface of the Knowledge Base too. I wish they gave us more freedom to customize this section. I also have some issues with internal messaging. It seems like users can't send tickets between Groove mailboxes.

PROS: This platform offers a plethora of features that I find useful for propelling our business forward. Its interface is very easy to follow—nice, clean, and intuitive too. Reporting and analytics are some of its strongest suits, alongside other great features such as mailbox segmentation, notifications, merge tickets, etc.

CONS: It takes a while for the platform to refresh. This means that users may log in and not be informed of the changes on the tickets they own until a few hours into their shift.

PROS: My team and I have produced several custom-made programs through this platform. It provides us with the necessary building blocks to which we can put together to form any type of solution that we want. Aside from this pretty awesome turnkey structure, Groove also offers a reliable task management feature. This, plus the integration with Trello, make sure that all of the tickets filed in our system are accounted for.

CONS: For some reason, some parts of the messaging thread get deleted. Instead of going back to previous messages for reference, I still need to dig through my mailbox. Needless to say, this can be quite annoying. I also have an issue with how quickly this platform goes to idle mode. It requires me to constantly check back on its pages just so I don’t lose my data.

PROS: This is the perfect solution for every business’s email needs. This helps me craft my correspondence with their easy-to-use templates. If I need to send a batch email, I can do so too with just a few clicks of a button. GrooveHQ has helped me maximize the benefits of email to get my message across to clients, workmates, and business partners.

CONS: I don’t think I’ll be looking for a substitute just yet. GrooveHQ addresses all my emailing needs, and more!

PROS: Ever since we started using GrooveHQ, we’ve noticed an uptick in our performance and productivity as a team. All of our pending tickets are well-organized, and we no longer have to worry about tasks being overlooked. In addition to this, this platform integrates seamlessly with task-management programs such as Trello as well. One would really be hard-pressed to miss any task listed on these platforms.

CONS: First of all, it automatically goes on idle mode after just a few short minutes. I can’t really stay away from this program for too long. It’s not responsive too. I can’t minimize the browser window.

PROS: GrooveHQ helps me draft my personal and business emails. Its ready-to-use templates are time-savers—I can even send batch and blast emails from this platform. And it’s not just an emailing tool, I also consider it as a task management program.

CONS: I don’t have anything negative to say about this program—everything works great!

PROS: Groove puts a premium on communication. Through it, we've been able to provide top-notch support to our customers. Each ticket filed by a user is assigned to an agent, and succeeding tickets filed by the said user goes to the same agent too. This way, rapport is better established between the two parties.

CONS: We're still trying to figure out how to facilitate a smooth integration between our program and Groove. If this is successful, our workflow would be positively improved.

PROS: Groove’s nature has made it easy for us to integrate this smoothly into our workflow. Right now, we’re only using this for storing both structured and unstructured data. Is this worth the price that we’re paying for it? Definitely!

CONS: My team and I had a hard time configuring our account according to our preferences. Obviously, we’ve gotten past this hurdle now because we’re happily using this platform.

PROS: Groove gives its users plenty of room for flexibility and experimentation. I am such a big fan of its UI—clean and straightforward. It also includes templates and canned responses that I can simply choose from. Not only does this save me time, but it also lessens the possibility of human error (typos included). I’ve had such a positive experience with GrooveHQ, and I cannot recommend this enough.

CONS: I wish the developers would introduce a notification bell that would inform everyone on the floor whenever a ticket would get closed.