A worthy SaaS product.

What are the best aspects of this product?

From what I can sense, we're heavy Groove users. We're using it for a lot of reasons. Setup was a breeze. Workflow is as clear as day compared to the DIY setup you'd see in a software like Zendesk.

What aspects are problematic or could work better?

Its knowledge base has zero support if you own a Google Analytics code in the head. But Groove does let you view on KB articles. It'd be nice to have enhanced reporting. You get some basic features, but something like comparison of periods, reply times, and etc.. would be a plus.

What specific problems in your company were solved by this product?

It simply functions like it should. Painfully tasking on Zendesk is history. We have the freedom to do what we want with our business. We're no longer babysitting a help desk platform.

Are you a current user of this product?

Yes