What are the best aspects of this product?
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.
What aspects are problematic or could work better?
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 specific problems in your company were solved by this product?
We didn't think that this was possible before, but we've finally hit a comfortable turn-around-time of 24 hours for every ticket filed. Groove has certainly improved our workflow. Everything now works like a well-oiled machine.
Are you a current user of this product?
What is your company size?
What is your industry?