Groove Networks

Groove

4.5 / 5 21 reviews

Who Uses This Software?

Our customers are small businesses between 1-200 employees in: B2C/B2B Software, Ecommerce, Web, Development/Design Agencies, Online Services, Other Software/SaaS


Average Ratings

21 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $15.00/month/user
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Business Hours

Vendor Details

  • Groove Networks
  • www.groovehq.com
  • Founded 2013
  • United States

About Groove

A simple but powerful, all-in-one Help Desk for Small Businesses that provides you with everything you need to provide awesome, personal support: Ticketing, Knowledge Base, Live Chat, Self Service. 30+ integrations with your favorite apps like Slack, Twitter, Facebook and Zapier.


Groove Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

Groove Reviews Recently Reviewed!

Nothing bad to say

Nov 01, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Their customer service is incredible (not surprising for a customer service software company), and made our integration very fast and easy.

Cons: We ended up leaving for a newer lower priced competitor based solely on price. Due to the difficulties however, I think it would have been better to stay with Groove despite the increased cost.

We use this product to track incoming projects

Sep 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love this software because the ease of use and how helpful it is. We wanted to gather some analytics on how many request we get. This is the perfect product to use. It also helps use keep organize and able to assign different tasks to different people. Live changer.

Overall: This product on a daily bases has helped me organize the request that come into our department, respond, and delegate them. I love this product.

Love using Groove to take care of customer support tickets

Jul 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: They have an awesome blog, it is very easy to use, you are able to merge tickets, has all features needed to provide efficient support.

Cons: It would be nice to hear of some new integration capabilities within Groove. I would like to see a customers shopify history while answering their ticket.

Overall: Efficient customer support platform

Great way to handle day to day customer issues

Jun 07, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The email integration is perfect and it's fairly simple to get used to. The ability to create different templates to use is a huge time-saver.

Cons: The edit field for emails is pretty wonky and can get frustrating if you like to write and then go back to edit. Otherwise great.

The only helpdesk you need for your SaaS Business

May 03, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy to setup. Multiple inboxes and ticket handling. Widget to include knowledge base into the web app.They have good decent integrations like facebook, twitter, slack.

Cons: Can't show related articles when you open any article in the knowledgebase section. Layout customization could have been easier.

Groove keeps both the customer and the employee in mind

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: * Multiple users able to be logged in at the same time
* Notes feature
* Merging ability
* Customizable settings by user
* Multiple mailboxes
* Tracker
* App integration
* Friendly and very responsive support team (quick to fix bugs)

Cons: * It'd be nice if the Notes feature also had the rich text formatting options available (you can use them if you copy/paste though).
* It'd be nice if we could minimize past emails in a thread so we don't have to scroll through them all each time.

Overall: Groove is an excellent customer service support platform because it makes sharing and discussing cases much easier in a convenient manner. Groove allows for internal notes, auto-fills in emails if you've emailed that specific individual before, allows for merging cases, alarms, different statuses, different mailboxes within the same interface, and much more. Groove also makes use of color coding for the different features available, such as yellow for internal notes.

Groove also allows for multiple users to be logged on Groove at the same time, which allows multiple users to view the same ticket -- a feature that was missing from a different support platform I've tried previously.

Groove's own customer support is also extremely friendly and responsive, and they're great at keeping you updated. I especially enjoy reading the articles from their blog!

Recommendations to other buyers: Explore what they have to offer, there's a lot that is very beneficial, especially for statistics.

Groove HQ Online Help Desk

Feb 01, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Simple design, and easy to learn.

Cons: No real cons, but when searching for tickets it could be easier to see what is open, and what is closed.

Overall: Groove is a powerful tool that any startup team should have. It's incredibly easy to learn. Don't be fooled by its ease of use and simple design though.

I've used many similar products before, but Groove surpasses them all. It makes it seamless to communicate with my team and my company's clients. Groove eliminates cluttered inboxes and makes managing multiple tasks simultaneously a piece of cake.

Recommendations to other buyers: N/A

Best Customer Support Service for Startups

Jan 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The company lives and breathes customer support. You can see it in their product, but the blog and product support are amazing extensions.

Cons: No mobile app yet..

Overall: We've been using Groove for 2 years, and it has never disappointed. From answering our very first customer support questions before our product launched, to a full team of 8 reps actively using, it has all of the features and simplicity to meet you wherever your organization is.

Groove working well for us!

Jan 09, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use. We started using it for support issues and it instantly made everything more efficient, allowing multiple people to weigh in on multiple issues without confusion.

Cons: Trying to figure out the best way to handle internal support issues without include clients.

Overall: We've been using Groove for just a month or two now, but it's been helping us big time. We were using Slack to communicate about support requests and project management, but it became difficult as more requests and projects were taking place. We started using Groove and it's been really helpful for not only managing support requests but communicating in App with our clients. Big fans so far!

Recommendations to other buyers: Go through the onboarding videos before digging in, very helpful to see some navigating around before moving forward.

Great look, needs some work on search and reporting

Jan 05, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy

Cons: Search, snooze options are limiting and need to be available when I'm composing a message, reporting

Overall: We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email.
There is a lot of room for improvement in a couple of areas I can see. First would be search - I find Groove's search functionality slow and clunky. Almost every time I need to search for something, I find myself going back to Gmail and since this is something I do daily, I always need to have the account open in Groove and in Gmail. Our hope in this switch was to completely get out of email and the search functionality has made that impossible. I love being able to use the search operators Google has and if they're available in Groove as well I have not figured out how to get them to work. Additionally, the time frames I can search are very limiting.
I have also found the reporting to be lackluster. We want to use this to help make our product better and we use tags on our messages to help keep track of what our customers are writing in about. It is helpful to see how many times each tag has been added to a message but that doesn't really give me the whole picture. I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available.

If all I wanted to do was answer customer emails quickly in a pretty environment, Groove will get the job done without an issue. Because we're trying to use customer support to make our product better, I think there is a bit of a disconnect.

There are a couple smaller bugs I see regularly but haven't been bothersome enough to write into support. For example, if I make a typo when I'm typing a tag in and backspace, then I am no longer able to use my arrow keys to navigate up and down the auto-complete list.

Great Software!

Jan 04, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's easy to use! Doesn't have hard to operate features and systems like Desk.com did.

Cons: There are still some features that could use some tweaking. (It would be nice to undo a merge.)

Overall: Love Groove! It's made it much more simple to set up and operate our customer service emails! Love love love!

Recommendations to other buyers: Keep it up!

Great Value

Jan 04, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Groove was the cleanest support desk we found -- it had all the basics we needed without tons of unnecessary features. It's easy to use and the customer support is really good.

Merchline.com - Nate Murray review

Jan 04, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: (see my review on previous page)

Cons: (see my review on previous page)

Overall: Hey guys, really enjoy the product. Keep up the great work. Here is some feedback from using the app for over a year now:

The search function has become better than what it used to be, but it still has a long way to go. We have all of our tickets synched to a webhook we set up in our Slack account, and we find ourselves searching within Slack to find details/tickets/customers within that channel with far greater effect than searching natively within Groove. The relevancy of searches doesn't make sense most of the time, and searching for the details that we need just takes too much time sifting through when searching within Groove.

¿ There needs to be a way to effectively view/sort Labels. I can see the list of Labels we've created by going to Settings > Ticketing > Labels, but I have no way to view the tickets that have been assigned those Labels. Doing a search for the text string of the Label within the Search field doesn't always produce results. The ability to label tickets and then be able to categorize them and efficiently reference them is a bit imperative.

Overall, pleased with the ease of use of the app, and overall interface. These features above will only enhance and make it better from our opinion.

Recommendations to other buyers: (see my review on previous page)

I so want this to be better!

Jan 04, 2017
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Comments: I really like what Groove is all about as a company and what the product claims to be...Sadly, it falls well short of expectations.

Inexpensive FAQ platform

Aug 16, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: we use groovehq purely for managing our FAQ. it's very inexpensive to have a single-user account and handle the FAQ. most of our cs issues happen within our facebook fan page so we haven't used the CS component much.

Pros: ticket-based cs management easy to setup, inexpensive faq platform

Cons: does not have bulk mailing with templates

Recommendations to other buyers: if you're looking to have a inexpensive faq page on your site, this could help you save time & money

Pretty good, give it a try.

Apr 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I love the Groove blog. It's a must read for anyone making Saas. As a result I was trying to find a reason to use Groove. I signed up once we had enough customers and support requests to warrant having a KB. I have found the support ticketing system really quite good. Keeps things in order amongst our small team. I am frustrated by the KB though. In my opinion, it's not very user friendly...which has been a surprise given Grooves Blog. Overall, definitely worth a try and you can decide.

Pros: Support Tickets Easy to get started Good support response

Cons: KB hard to customize Not seeing improvements lately to KB

Excellent product & excellent support

Feb 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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.

The most easy to use and transparent support app

Sep 17, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We've been switching from our previous (free) support system over to a new one lately. After testing a dozen of different services in process, we instantly fell in love with Groove in just a few days of live usage ¿ especially with the clean and modern interface and the knowledge base functionality. Even though Groove lacks a few minor features, we've been informed they are on the roadmap already. In addition to this, Groove's got the most responsive and friendly team we've ever encountered, which is great and makes a lot of sense for a company creating a support system. Definitely not going anywhere anytime soon!

Pros: - Clean and modern interface - Awesome knowledge base functionality - Great support and development team - Overall ease of use - Lots of integration possibilities - Best value for money

Cons: We've missed a few features from our previous system, such as a possibility to split tickets and a more functional rich text editor. However, the guys at Groove promised us they're planning to get this into one of the next releases :)

Dec 26, 2016
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Dec 08, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Nov 04, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money