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Groove Review

Groove
Our score: 9.5 User satisfaction: 91%

What is Groove?

Groove is an online help desk software solution intended for businesses of all sizes. It is built on the premise that customer support software solutions should be powerful, simple, and hassle-free, and that it should be quick for businesses to provide awesome support. Trusted by over 8,000 companies worldwide, this software is equipped with a complete ticketing system, email management capabilities, and configurable knowledge base.

What separates Groove from its competitors is its simplicity and the superb customer experience. There are no complex installation processes–all you have to do is log in to their system and you’re ready to go.

With it, you get access to a shared inbox which brings all of your customer interactions in one place, a set of collaboration tools to help you keep your customer service team on the same page at all times, as well as automation options to help you focus more on serving customers.

Also, support tickets in Groove look and feel like email, providing your customers an outstanding human support experience, while at the same time giving your support agents the tools they need in order to offer awesome support. With Groove, you can have your team work together seamlessly. You can also use its reporting functionalities to track customer support metrics in order to help you establish goals for your team and at the same time keep improving your customer service.

Moreover, Groove has API capabilities that let it support native integrations and third-party applications like Slack, HipChat, Olark, and Zapier. This way, you can extend the functionalities of the system according to the unique requirements of your operations.

Overview of Groove Benefits

Groove offers everything you need in order to deliver personal customer service. From collaboration tools that improve productivity to help desk automation features that will allow you to get rid of busy work and pay more attention to customers, this software has it all. But, of course, users have plenty more benefits to reap from utilizing this system. Take a look at the following to learn more about what this software has to offer:

Improved Inbox Management

One of the things that makes Groove unique is its shared inbox feature. This simplifies the email management process for customer support. Like the most popular email service providers, it lets you format your messages and add content however you like, it lets you create automatic replies and BCCs, as well as have collapsible message threads.  

What makes it different is that it allows you to perform certain functionalities like merging conversations so that they appear as one email and snoozing pending conversations so that they are tagged unread after a period of time. It also comes with a unified inbox view that comes in handy for teams that have multiple inboxes for different brands or departments. Lastly, it has an open tracking tool that will let you know when customers have read your message.

Increased Collaboration

Providing efficient and consistent customer support greatly relies on how well your agents collaborate with each other. In order to help you do this, Groove lets you scale your service team with tools for ticket management, assignment delegation, private notes creation, @mentions, and in-platform chat for agents. This way, it is easier for you and your team to organize the way you work and make sure everybody is on the same page with regards to the tasks at hand.

Better Task Management

On top of its robust collaboration features, Groove also has great task management options. With these, you know exactly which tickets are open, closed, and pending, and who are working on what. A collision detection tool is also included in the software so you and your staff can always see when another team member is currently working on a ticket. On top of that, the platform comes equipped with an automated rules tool and a canned replies database to optimize workflow for speed and efficiency.

Centralized Company Data

Improving your customer service efforts is difficult if you don’t know what you should improve on. With Groove’s intuitive reporting functionalities and centralized data, you get access to your customer satisfaction ratings, agent performance, and overall company metrics in real time. This way, you can pinpoint which aspects of your operations are working and which ones are not, making it easier to adjust your workflow.

Effortless Data Search

Your agents are putting a lot of effort into providing good customer support. So, why not lighten their load by giving them all the information they need in order to perform better. Groove allows you and your agents to see the full support history of your customers without having to manually sift through file cabinets. With this, they will have all the data they need such as previous interactions and transactions to be able to provide customers with a more personalized experience each time they contact your help desk.

Overview of Groove Features

General
  • Mailbox
  • Reporting Data Retention
  • Team Management
  • API Access
  • Satisfaction Rating Collection
  • Workflow Automation
  • Customer Profiling
  • @Mention Capability
  • Internal Note Taking
  • Canned Replies
  • Knowledge Base
  • SSO/SAML
  • HIPAA Compliance
  • Live Chat
  • White Labeling
Email Management
  • Unified Inbox View
  • Advanced Email Formatting
  • File Support
  • Automated BCC
  • Bulk Action Options
  • Collapsible Email Threads
  • Custom Folder Creation
  • Email Signature Creation
  • Conversation Merging
  • Inbox Migration
  • Email Snoozing
  • Spam Filtering
  • Open Tracking
  • Outgoing SMTP
  • Phone Conversation
  • Built-In Search Engine
  • Email Tagging
  • Unsend Function
Customer Insights
  • Contact Detail Storage
  • Customer History
Team Collaboration
  • Agent Availability Tracking
  • Assignment Management
  • Inbox Segmentation
  • Agent Permissions
  • Email Notifications
  • Collision Detection
  • Assignment Status
Reporting
  • Company Reporting
  • Productivity Tracking
  • Reporting Retention
  • Conversation Reporting
  • Happiness Reporting
  • Timezone Configuration
  • Custom Views
  • Data Exporting
  • Printable Reports

What Problems Will Groove Solve?

Problem #1: Email support doesn’t cut it

Company ABC launches its product and starts supporting customers using email (co-founder or another member of the team wearing multiple hats doing it). Their business grows, they start getting more support requests, they hire 1-2 people to do support full-time and using email quickly turns out to be a bad option—emails get lost, collaboration is hard, there’s no way to know who’s responding to what, so some emails get responded to by multiple people, etc.

They use Groove to bring all support channels into one place and easily collaborate on helping customers. With Groove, the chaos is gone.

Problem #2: How to personalize customer service

Company DEF finds it very important to keep a personal connection with their customers—their whole brand is built on being personal and approachable and they want that to shine through their support especially. Additionally, they do support with a team spread across several locations/time-zones. They want to be able to manage that team and know who’s working on what.

Groove gives them both—to their customers, it looks like they’re sending an email and getting a response from a human being; to DEF, using Groove allows them to assign their remote customer service agents in the best way, keep track of who’s doing what, avoid miscommunication, and track the performance of their team.

Problem #3: How to provide real-time information to customers

XYZ is an e-commerce company that connects designers/artists who create things with customers. Because they have a large community of creators, there’s a large volume of items that are changing all the time. XYZ needs a way to share information about their product range and quickly point customers to that information.

Groove’s Knowledge Base allows them to quickly edit and publish information about the products they sell. The on-site widget gives them a way to quickly serve this information to customers as they’re browsing the site.

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

Groove Position In Our Categories

Bearing in mind businesses have unique business-related demands, it is only logical they avoid going for a one-size-fits-all, ”best” software solution. Be that as it may, it would be hard to try to discover such application even among sought-after software products. The efficient thing to do can be to tabulate the different critical factors which entail deliberation like key features, pricing, technical skill ability of the users, business size, etc. Thereafter, you should perform your product research through and through. Go over some Groove review articles and check out the other software products in your shortlist in detail. Such detailed research ensures you keep away from ill-fitting apps and select the system that meets all the features you require company requires for success.

Position of Groove in our main categories:

TOP 5

Groove is one of the top 5 Customer Support Software products

TOP 5

Groove is one of the 5 Help Desk Software products

If you are interested in Groove it might also be a good idea to check out other subcategories of Customer Support Software collected in our database of B2B software reviews.

Organizations have different needs and requirements and no software solution can be perfect in such a situation. It is futile to try to find a perfect out-of-the-box software app that fulfills all your business requirements. The wise thing to do would be to adapt the application for your specific requirements, worker skill levels, budget, and other aspects. For these reasons, do not rush and pay for well-publicized leading solutions. Though these may be widely used, they may not be the best fit for your unique needs. Do your groundwork, look into each short-listed platform in detail, read a few Groove Customer Support Software reviews, contact the seller for explanations, and finally choose the app that offers what you require.

How Much Does Groove Cost?

Groove Pricing Plans:

Free Trial

Starter

$19/month/user

Plus

$34/month

Pro

$49/month

Groove offers different subscription packages that are bundled depending on the types of features you want as well as the number of mailboxes you need for your operations. For your convenience, the vendor offers a free 14-day trial to help you get a better feel of the features of the software before you commit to any of their subscription plans.

Starter – $15/month/user (billed annually); $19/month/user (billed monthly)

  • 1 Mailbox
  • 1 Basic Knowledge Base
  • Supports 2 to 10 Users
  • Reporting Feature
  • Support Widget
  • Accommodates a Maximum of 10 Canned Replies
  • @Mention Capability

Plus – $29/month (billed annually); $34/month (billed monthly)

  • Includes All Starter Features
  • 5 Mailboxes
  • Reporting Feature
  • Rules and Workflow Automation
  • Satisfaction Rating Collection
  • Team Management
  • API and 30+ Integrations

Pro – $39/month (billed annually); $49/month (billed monthly)

  • Includes All Plus Features
  • 25 Mailboxes
  • Custom Field Options
  • Integration with Salesforce, HubspotApps, and Jira
  • IP Restrictions
  • SSO/SAML
  • HIPAA Compliance

User Satisfaction

Positive Social Media Mentions 51
Negative Social Media Mentions 3

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Groove reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Groove. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Technical details

Devices Supported

  • Android
  • iPhone/iPad
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Groove Comparisons

Groove user reviews

Very accessible.

Read full review >
Rosendo
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.10.2019 Company Size: 11-50 Employees Industry: Information Technology and Services

It has plenty of features I can explore.

Read full review >
Garry
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.10.2019 Company Size: 11-50 Employees Industry: Events Services

Its main selling point is usability.

Read full review >
Adriel
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 03.10.2019 Company Size: More than 100 Employees Industry: N/A

A convenient communication platform.

Read full review >
Lurline
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: Logistics and Supply Chain

The best emailing assistant in the market.

Read full review >
Jamal
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: N/A

What are Groove pricing details?

Groove Pricing Plans:

Free Trial

Starter

$19/month/user

Plus

$34/month

Pro

$49/month

Groove offers different subscription packages that are bundled depending on the types of features you want as well as the number of mailboxes you need for your operations. For your convenience, the vendor offers a free 14-day trial to help you get a better feel of the features of the software before you commit to any of their subscription plans.

Starter – $15/month/user (billed annually); $19/month/user (billed monthly)

  • 1 Mailbox
  • 1 Basic Knowledge Base
  • Supports 2 to 10 Users
  • Reporting Feature
  • Support Widget
  • Accommodates a Maximum of 10 Canned Replies
  • @Mention Capability

Plus – $29/month (billed annually); $34/month (billed monthly)

  • Includes All Starter Features
  • 5 Mailboxes
  • Reporting Feature
  • Rules and Workflow Automation
  • Satisfaction Rating Collection
  • Team Management
  • API and 30+ Integrations

Pro – $39/month (billed annually); $49/month (billed monthly)

  • Includes All Plus Features
  • 25 Mailboxes
  • Custom Field Options
  • Integration with Salesforce, HubspotApps, and Jira
  • IP Restrictions
  • SSO/SAML
  • HIPAA Compliance

What integrations are available for Groove?

Groove supports over 20 integrations for social media, eCommerce, payment processing, project management, email management, and many more via Zapier and open API:

  • Slack
  • Olark
  • HipChat
  • Snap Engage
  • Twitter
  • Facebook
  • Zapier
  • MailChimp
  • Campaign Monitor
  • Constant Contact
  • Highrise
  • Batchbook
  • Zoho
  • Capsule
  • Nimble
  • Github
  • Stripe
  • Shopify
  • Trello
  • Delighted
  • JustCall
  • PieSync
  • Nicereply
  • Chargebee
  • Influx
  • Ask Nicely

Groove average rating:

Average score
4.6/5 (10 user reviews)
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Grant

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.

Reviewed 6 months ago

Read full review >

The least favorable review

Jamal

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!

Reviewed 5 months ago

Read full review >

More reviews from 10 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Very accessible.

Read full review >
Rosendo
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.10.2019 Company Size: 11-50 Employees Industry: Information Technology and Services

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.

What do you think about this review? Great Poor

It has plenty of features I can explore.

Read full review >
Garry
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.10.2019 Company Size: 11-50 Employees Industry: Events Services

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.

What do you think about this review? Great Poor

Its main selling point is usability.

Read full review >
Adriel
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 03.10.2019 Company Size: More than 100 Employees Industry: N/A

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.

What do you think about this review? Great Poor

A convenient communication platform.

Read full review >
Lurline
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: Logistics and Supply Chain

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.

What do you think about this review? Great Poor

The best emailing assistant in the market.

Read full review >
Jamal
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: N/A

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!

What do you think about this review? Great Poor

Buildable and flexible.

Read full review >
Cedrick
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 29.09.2019 Company Size: 11-50 Employees Industry: Financial Services

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.

What do you think about this review? Great Poor

A real time-saver.

Read full review >
Zella
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 19.09.2019 Company Size: More than 100 Employees Industry: Higher Education

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!

What do you think about this review? Great Poor

Everyone in our team loves this!

Read full review >
Vesta
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.09.2019 Company Size: 11-50 Employees Industry: Fund-Raising

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.

What do you think about this review? Great Poor

A support program that is tailor-made to our needs.

Read full review >
Mathew
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 16.09.2019 Company Size: 1-10 Employees Industry: Internet

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.

What do you think about this review? Great Poor

Offers room for exploration and experimentation

Read full review >
Grant
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 25.08.2019 Company Size: More than 100 Employees Industry: Furniture

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.

What do you think about this review? Great Poor
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Reviewed By Louie Andre
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