Support, Simplified.
4.4/5 (21 reviews)Pros
In terms of the Email Software: You can have multiple inboxes in one single account, which is just absolutely amazing. You have the option of viewing emails as separate inboxes/categories (within the same homepage), or listing them as one streamlined inbox. The latter has boosted my email productivity significantly across multiple work emails, freelance emails, and personal emails.
In terms of the Knowledge Base: It is so simple to add an article and organize it accordingly! It's super user-friendly and easy to navigate. Set up is easy. If you don't have coding experience, there's nothing to worry about! The software is intuitive and you won't need any coding at all. For those of us that have dabbled with coding—well, it's incredibly refreshing to not worry about fumbling with the bells and whistles to create something easy to navigate, sleek, and stylish. Less time focusing on the "busy" work, more time focusing on what's important: the content.
Cons
The ability to log phone calls through Groove has be revolutionary to me. It's changed the way I work. However, the functionality of logging phone calls is a bit behind all other features of Groove; it still needs some work. But, considering that's the only downside (and, admittedly, not a huge deal), it's definitely not something to worry about or a deciding factor.
Hi Mayra, thanks for taking the time to leave us such a detailed review on Capterra. Your feedback is very valuable and I was wondering if you would be potentially interested in publishing a customer story with Groove on our website?
I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.
Pros
Groove is really easy to use and does the job that far more complex systems do, better. It really makes the process of building and managing a ticketing system and a knowledge base easy. The integrations with Wordpress are really slick and the add on integrations with Slack and live chat support are just awesome. It's the ideal blend of performance, capability, integration, and function. It just works and it's a pleasure to use.
Cons
Mobile can be a bit challenging but it's gotten better over time.
Pros
What I like most about Groove is the ability to integrate so many things into it. For instance, when a customer reaches out to us I am able to see all of their account information right in groove.
Cons
The thing I like the least about Groove is being unable to set tickets to pending. This is a functionality that was replaced by a "Snooze" feature in Groove 2.0. I think it says a lot about a product that the thing I like the least was replaced by a potentially better feature that I just need to get used to and determine how to make work for my needs.
Hi Kirsten,
we really appreciate your positive feedback. Thank you for sharing it! Regarding replacement of "pending" with "snooze", we know that it's not easy to get used to a change especially if you were using specific feature on a daily basis. We hope that, in a long-term, you will see the benefit of snooze which gives you more flexibility than pending. Did you get a chance to try the new "indefinite snooze" feature? When you snooze a conversation indefinitely, no re-open time is set, and it will stay snoozed until a user ¿unsnoozes¿ manually or changes the status back to open/close. It serves the same purpose as the "pending" status.
Pros
The ability to support multiple projects within the same subscriptions is great. Since the recent revamp, the only thing that didn't support multiple projects, the knowledge base, now supports this. We manage a few completely different projects so its great that they are all supported under the same account.
Cons
Since the revamp, not much... I wish the small side navigation menu had a pull out version that actually had text for the navigation... on a large monitor i don't need to save the screen real estate and the icons are not the most intuitive. Not sure if there are hover over tool tips but if there are they don't seem to work for me so I find myself clicking through a few icons until I find what I want.
If I was being really picky, a mobile app for the inbox would be useful so I can respond to questions even if Im out and about, but it isn't a deal-breaker for us.
Hi Mark,
thanks for your feedback! We are happy that Groove helps you to work with multiple projects. Regarding the icons, we have recently added a tooltip text. If you mouse over any of the icons now, you should be able to see it. We hope that it will help to resolve some of the confusion. For the mobile app, this is already on our roadmap and will be coming later this year.
Cheers,
Agata from Groove
I like the simple, beautiful dashboard. There are many features such as tagging, folders, and all that kind of stuff, but I rarely use them. They also have a knowledge base which looks good and can be set up in less than a minute.
Pros
Especially after Groove published their new, intuitive dashboard, Groove is the most simple and beautiful solution, while also affordable especially for small to medium teams.
Cons
There are a few minor bugs, but you almost never notice them. Plus, their support team is super helpful with those, and they let you know as soon as it's fixed. Also, invoices can't be sent per email which is cumbersome for tax purposes.
Thank you for your review, Luca! We really appreciate your feedback and are glad that you like the new Groove 2.0!
Pros
My favorite feature in Groove is the canned replies. If you get frequent support tickets and need an easy answer for them, you can write them early and pull them out to answer the same question over and over again. I use Canned replies for our Proactive Support. We let our clients know the issues they are having before they even know they are having them.
Cons
Frequent updates move features around and sometimes makes it difficult to find something that you use every day. Also they have a feature in which you can halt a reply for sending up to 30 seconds after hitting send, though it does not work for emails you start. Only ones you reply to.
Groove helps us keep on top of our customers' needs and gives us lots of options as a support team.
Pros
Groove works really well for our ticketing system. We can assign customer support tickets to various groups and people and we can track how they have moved throughout the system. Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place.
Cons
The only thing I haven't liked is that the auto-refresh function didn't seem consistent so there were times when multiple people responded to the same ticket because they didn't see that it had been closed. This has probably been updated with their new Beta.
I use groove for support requests for my software.
Pros
I like emails organized as tasks/support requests. This was major feature why I moved from emails.
Cons
Emails are always expanded. If there is long discussion emails are getting longer and longer and then they are unreadable. Another very missing feature is ability to split emails into new ticket - users very often send new email using "Reply" on very old email and removing original content, event replying to email half year old, so this reopens old ticket instead of creating new one . Maybe there should be time limit when email reopens old ticket or creates new one.
Thanks for the feedback and suggestions, Tomasz!
Great blog and support from Groove. I've learned a lot about providing great customer service to my clients.
Pros
It is easy to use and fits my need as a small company. It just fits that we can use email for support and use Groove as a way to manage that interaction. The knowledgeable is very helpful for us.
Cons
There are features I don't use but no complaints.
Thanks for your Capterra review, Ronald! We are happy to hear that you found not only the product helpful but also the blog :)
We have been using groove to ensure timely communication with new clients and that check-ins with clients are performed at the correct intervals. For sales we use it to ensure that no one gets missed in the follow up process after demos or leading up to a demo.
Pros
I like the automatic reminders about what needs to be done each day. It takes the guess work out of what you should be doing first or next when you sit down to start your day. It is easy to use when setting up flows and integrates well with salesforce.
Cons
There are some things that would be great if you could automate, like adding people into flows when specific actions happen. I have tried to make some of this work but ended up being more trouble than it was worth.
Pros
Groove has some great features: Mailboxes (with assigned teams) with incoming email addresses for different topics, canned replies, tagging, assignment, email notifications. The interface is intuitive even for my veteran staff, and the Zapier integration is a bonus!
Cons
Groove lacks customizable embeddable web forms, so you are stuck with their big green "?" or a workaround via email Zapier. Reporting could be better - more details helps managers make better-informed judgements about staff performance.
Their support is AMAZING. They always respond quickly and friendly. Problems are quickly fixed. Suggestions are always considered. I often receive updates on my feature requests.
Pros
Groove is great value for money. Functionality is updated all the time. The new 2.0 software looks awesome and is easy to use.
Cons
It's still a bit limited in functionality, but that's nitpicking.
Great customer service and product.
Pros
Simple and easy-to-use interface. Offers advanced rules to automate.
Cons
Nothing. Groove team has been constantly improving the system.
Pros
- very easy to use, and makes resolving issues quick and painless
- collaboration is simplified, and the ability to customize tickets is useful
Cons
- reporting. Groove has it, but it is very limited in its functionality. there's no way of monitoring progress or tracking actions
Pros
Helped our team consolidate operations around helpdesk/customer service emails and assign issues to the appropriate team right away as opposed to forwarding a bunch of emails
Cons
Needs a better way to filter out mail that you don't want coming in to the queue
Pros
It's a simple interface that pretty much feels like email with the added benefit that you can assign tickets to team members and easily see who the ticket is assigned to; you can assign priority to tasks and add notes that only the team members can see. You can easily access within the screen the full support history of the customers.
Cons
Agent collision on occasions, and the fact that you can't create a new ticket from one mailbox to another. Perhaps for some, keeping mailboxes seprated between agents is a welcome positive with the added benefit of customisable privacy settings.
It has been a great benefit for our company. Now we have a way to track down tickets and get things resolved without losing emails. The interface is just great!
Pros
I love the interface and how easy is to use. We were using the software with 30 min of configuration. We love how the system is so simple and intuitive. I cannot say enough!
Cons
None. Really, I like the software and what has to offer!
Rating breakdown
Likelihood to recommend
Groove HQ has been a great fit for our two-man web agency. The support experience is great for our customers, and it's easy for us to manage everything via the Groove dashboard. Every time we've needed a hand with something, Groove support has been super helpful. Highly recommend them.
Great tool overall. Improves our response time.
Pros
Good UI - clean, simple
East to use
Value for money
Cons
Nothing negatvie I can think of currently. More integrations possibly needed.
Pros
It is a great tool to have the information Groove provides handy. The optional automation is also extremely handy and convenient.
Cons
It would be great to have the option to receive push notifications. The templates can sometimes be difficult to modify to best suit my needs.
The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.
This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.