What are the best aspects of this product?
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.
What aspects are problematic or could work better?
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 specific problems in your company were solved by this product?
Providing quality customer support is now easier than ever. Plus, we've been able to receive feedback from our clients too.
Are you a current user of this product?
What is your company size?
What is your industry?
Information Technology and Services