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Groove REVIEW

Customer Support Software

No user reviews
USER SATISFACTION 99%
OUR SCORE 9.5

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

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Groove Position In Our Categories

Position of Groove in our main categories:

5

Groove is one of the top 5 Customer Support Softwareproducts

Top
5

Groove is one of the 5 Help Desk Softwareproducts

5

Groove is one of the 5
Customer Support Software products

5

Groove is one of the 5
Help Desk Software products


If you are considering Groove it may also be beneficial to investigate other subcategories of Best Customer Support Software gathered in our base of SaaS software reviews.Live Chat Software, Remote Support Software, IT Service Management Software

Since each company has unique business needs, it is prudent for them to refrain from seeking a one-size-fits-all faultless software system. Needless to say, it would be pointless to try to find such an app even among widely used software platforms. The clever thing to do would be to jot down the various important factors that require consideration such as required features, budget, skill levels of employees, company size etc. Then, you should do your research thoroughly. Read some Groove reviews and check out each of the other apps in your shortlist in detail. Such exhaustive research can ensure you reject ill-fitting systems and select the system that provides all the elements you require for business success.

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

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.

POSITIVE SOCIAL MENTIONS

76

NEGATIVE SOCIAL MENTIONS

2

Technical details

Devices Supported
  • Android
  • iPhone/iPad
  • Web-based
Language Support
  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TICKETS

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

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