Groove

(27)
4.2 out of 5 stars

Simple Ticketing and Knowledge Base Software for SaaS & eCommerce Businesses.

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Showing 27 GrooveHQ reviews
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GrooveHQ review by <span>Paul S.</span>
Paul S.
Validated Reviewer
Verified Current User
Organic
Reviewed On

Simple to Set Up Customer Ticketing System with a Superior End User Experience

What do you like best?

We appreciate the simplicity, the ease of setup, and the experience our customers have using Groove. Other services we've looked into may have decent functionality at a good price, but when we tested it from a customer's perspective, it didn't feel like a good solution. Other companies require too many steps. Groove is as easy as sending an email.

What do you dislike?

The product is beginning to age and they're slow to update. There are a lot of solution in this space now and I'm concerned that Groove is falling behind. That said, it's been rock solid. My biggest complaints are that there's no way to archive mail run through their mail server (you can use a remote mail account, which I recommend), and you have to purchase a license to be ad administrator. Sometimes companies need an admin who's not involved in the ticket process--why should they pay for a full license to be an admin?

What business problems are you solving with the product? What benefits have you realized?

Group communication with our clients. Groove ensures our customer queries get responded to in a timely manner with no customers falling through the cracks.

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GrooveHQ review by <span>Gagandeep Singh S.</span>
Gagandeep Singh S.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Great for Team Based Communications - But Wait

What do you like best?

I love the simple layout that Groove has, the time to train a user to get on Groove is minimalist. I also like the fact that it is setup like an email client and you can create the first ticket for the consumer from here only.

What do you dislike?

Support is a big challenge, everything for the last 2 years that I hear for the team is - it will be done, it is being done. 2 Years back they promised an iOS Application - it is still not there, yes now it's mobile browser friendly - but it is nearly impossible to work on a mobile computer. The experience is missing.

Recommendations to others considering the product

I would seriously not recommend using Groove any more. They were really good 2 years back but they have lagged on improvement. Most of the promised features are not there, the price is higher and the founder stays busy writing blogs instead of focussing on customer challenges. Groove is good if you have ZERO Mobile workforce and everyone will use it from a Desktop computer - then they are really good, but if you think you will want to see tickets / data on the road while being mobile - the irritation of even getting to a single ticket is a pain. They also do not offer any backups, exports or any other data when you have to leave, so what you have there is lost.

What business problems are you solving with the product? What benefits have you realized?

We needed a central desk, that let us get customer issues and we could manage it. We were using several ticketing systems and liked the fact that the customer always saw an email and not a ticket number. WE were able to communicate well within our team and ensure that the customer had a great response.

What Help Desk solution do you use?

Thanks for letting us know!
GrooveHQ review by <span>Cameron K.</span>
Cameron K.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Support Software isn't just for Support Agents.

What do you like best?

Groove allows a clean, simple, and useful interface that ensures that our end users are heard, and their input is collected. The ability to assign team members to requests is very helpful, especially for client relationships as we often will have a support team member assign a ticket to a Program Success Manager as questions can be more relational than technical.

What do you dislike?

The only downside to Groove would be the subtle limitations we have experienced in incorporating it into our own product. This may be more from our end, but it would be great to have their product integrated with ours.

Recommendations to others considering the product

This is a great tool for growing and larger companies alike. You have the capacity to have more than one inbox account to manage multiple products, but get notifications for all of them to ensure you're managing your support requests appropriately.

What business problems are you solving with the product? What benefits have you realized?

Groove is helping us maintain a response time of under 24 hours for most every support request. It is so well designed that it has nearly eliminated the friction that can come from managing support issues!

GrooveHQ review by <span>Ryan P.</span>
Ryan P.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Amazing, Turnkey Support Structure for Growing Startups

What do you like best?

We love the turnkey nature of the Groove platform. We're only using them for one of their capabilities currently - Knowledge Base - and it's still WAY worth the price.

What do you dislike?

Setting up the Knowledge base could be a little bit easier to do. It's not a poor experience, but some of the tasks are more complex (workflow-wise) than they should be.

Recommendations to others considering the product

We can't speak more highly of this tool. It would take us significant development/product resources to build out a self-service knowledge base (with half of the capabilities of Groove). Groove is a turnkey solution for us that allows us to focus on serving our users instead of building unnecessary custom tools.

What business problems are you solving with the product? What benefits have you realized?

We're using Groove as an outsourced Support system instead of building it from scratch.

GrooveHQ review by <span>Andrea C.</span>
Andrea C.
Validated Reviewer
Invitation from G2 Crowd
Reviewed On

Very user friendly and committed to excellence

What do you like best?

The team at Groove is very intentional about their tool and very generous with their insights. The tool itself is very easy to use, has great features and a clean look. I love the different mail boxes, snooze feature, canned responses, ability to change customer for each ticket, merge tickets and many others. The analytics are great and it's very easy to keep good records.

What do you dislike?

The only thing I wish it did was refresh more frequently/automatically. Our team doesn't always see when a ticket has been updated before acting on it.

What business problems are you solving with the product? What benefits have you realized?

We have integrated this with Chatra so anything we miss in chat gets forwarded to Groove. It's a great system. It's also integrated with Gmail which is helpful for responded to tickets from our email if necessary. We have started using the snooze feature and change customer option to keep a schedule of tickets that generate automatically from our system but have to be visited more than once. Lots of great tools.

GrooveHQ review by Administrator
Administrator
Validated Reviewer
Verified Current User
Organic
Reviewed On

Simple, straightforward ticketing system

What do you like best?

Groove was incredibly easy to use. Unlike some of the other software we tried, Groove wasn't bloated with dozens of features we'd never use. As a small/medium sized company, Groove's ticket inbox and Knowledge Base worked well. Multiple members of the support team were able to assign tickets, leave notes, change ticket status, etc. Plus, I love being able to merge tickets and see customer info on the sidebar. Makes it hard to go back to regular email.

What do you dislike?

I wish it was easier to customize the Knowledge Base, which wasn't the most beautiful in my opinion. Also, you aren't able to send an email from one Groove mailbox to another Groove mailbox. (You can move an existing ticket, but you can't create a new ticket from one mailbox to another.)

Recommendations to others considering the product

The free trial was very useful. Also, Groove's customer support is wonderful. They're very personal and quick to respond, which made us feel more safe using a company less established than another ticketing system.

What business problems are you solving with the product? What benefits have you realized?

A regular inbox was no longer working once our support team expanded. Groove allowed multiple support members to tackle the inbox at once without fear of double-emailing. It also improved intercommunication with the ability leave notes.

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Kate from G2 Crowd

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