About Groove

Deliver personal support to every customer. Your customers will never feel like they’re just a “support ticket” to you, and they’ll never know you’re using a helpdesk.

Work better together. Your whole team will be on the same page with assignments, private notes and follow-up reminders, all in one super simple shared inbox.

Our shared inbox brings everything together, making sure no support request slips through the cracks. Private notes, canned replies, assignments, and follow ups help agents close tickets faster and make collaborating with your team a breeze.

Groove has what other help desk lack:

Ease of Use
The Right Amount of Features
Pricing That Scales
Email collaborationMulti-Channel SupportSatisfaction RatingsCustomer Profiles

Pricing starting from:

US$12.00/month

  • Free Trial
  • Subscription

Key benefits of Groove

- Assign tickets to colleagues, insert canned replies, add private notes and more.

- Every customer’s entire conversation history in one place.

- Folders keep your support emails neatly organized.

- Metrics to help your team benchmark, set goals and get better.

- More than a dozen apps to make Groove fit your needs.

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, United Kingdom, India, United States

Supported Languages

English

Pricing starting from:

US$12.00/month

  • Free Trial
  • Subscription

Images

Groove's Shared Inbox - No matter how you talk with your customers (email, social media, chat, or the phone), easily keep track of it all in our intuitive dashboard.
Groove's Knowledge Base - Reduce your support volume and increase satisfaction with a 24/7 self-serve knowledge base.
Groove's Reporting - Easy-to-understand reports that help you stay on top of the most important customer support metrics.
View 4 more
Groove screenshot: Groove's Shared Inbox - No matter how you talk with your customers (email, social media, chat, or the phone), easily keep track of it all in our intuitive dashboard. Groove screenshot: Groove's Knowledge Base - Reduce your support volume and increase satisfaction with a 24/7 self-serve knowledge base. Groove screenshot: Groove's Reporting - Easy-to-understand reports that help you stay on top of the most important customer support metrics.

Features

Total features of Groove: 68

  • API
  • Access Controls/Permissions
  • Alerts / Escalation
  • Auto-Responders
  • Automated Routing
  • Automatic Lead Distribution
  • Benchmarking
  • CRM Software
  • Call Center Management
  • Call Recording Software
  • Call Tracking Software
  • Cataloging/Categorization
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Management Software
  • Content Management System (CMS) Software
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Drag & Drop
  • Email Management Software
  • Event Triggered Actions
  • Feedback Management
  • Full Text Search
  • Interaction Tracking
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management Software
  • Labeling
  • Lead Distribution
  • Live Chat Software
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Multi-Language
  • Negative Feedback Management
  • Performance Metrics
  • Prioritization
  • Project Management Software
  • Project Time Tracking
  • Queue Management
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Rules-Based Workflow
  • Search/Filter
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Text Editing
  • Ticket Management
  • Timer
  • WYSIWYG Editor
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zoho Desk

4.5
#1 Alternative to Groove
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Zendesk

4.4
#2 Alternative to Groove
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

DeskPRO

4.6
#3 Alternative to Groove
Deskpro is multi-channel helpdesk software that can be Cloud or self-hosted. The helpdesk app includes using filters,...

LiveAgent

4.7
#4 Alternative to Groove
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Reviews

Overall rating

4.4 /5
(62)
Value for Money
4.4/5
Features
3.9/5
Ease of Use
4.5/5
Customer Support Software
4.6/5

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Showing 5 reviews of 62
Maxwel B.
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Best way to manage your customer support network

Reviewed on 2019-10-10

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.

Mayra P.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Groove Email Software + Knowledge Base

Reviewed on 2019-02-27

The ability to add notes, tags, snooze conversations, and create rules and folders has made my...

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.

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.

Response from Groove Networks

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?

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Mobil nicht nutzbar, keine Weiterentwicklung und sehr, sehr langsam

Reviewed on 2020-10-21

Groove war eine tolle Erfahrung und wir haben über 1 Jahr damit unseren Support abgewickelt....

Groove war eine tolle Erfahrung und wir haben über 1 Jahr damit unseren Support abgewickelt. Allerdings spart es kaum Arbeit im Vergleich zu einem normalen Mailclienten.

Da wir stark wachsen, suchen wir nun ein Tool, welches unsere Mitarbeiter mit automatischen Vorschlägen unterstützt.

Außerdem finden wir eine mobile Bedienbarkeit im Jahr 2020 als absolute Grundvoraussetzung für so ein System. Das kann Groove leider nicht bieten.

Pros

Erster Eindruck war sehr positiv, Groove bietet innovative Funktionen wie z.B. die Anbindung einer Knowledge Base und die API.
Groove hat eine übersichtliche Benutzeroberfläche, die einfach zu bedienen ist, auch wenn das aggressive blau einem irgendwann nervt, wenn man den ganzen Tag damit arbeiten muss...

Cons

Leider entwickelt sich Groove scheinbar nicht weiter. Als wir die Software vor einem Jahr eingeführt haben, wurde uns versprochen, dass ein Chat-Widget "in kürze" Verfügbar ist. Das ist leider bis heute nicht der Fall.

Außerdem ist die Software sehr oft sehr langsam und manchmal aktualisiert der Browser plötzlich das gesamte Fenster und alle Eingaben verschwinden.

Groove ist außerdem auf mobilen Geräten (Smartphones) nicht nutzbar. Zwar gibt es eine responsive Ansicht, die allerdings ist sehr fehlerhaft und man kann z.B. bei einem Ticket jeweils nur die letzte Nachricht lesen und kann nicht auf den Verlauf zugreifen.

Die Integrationen zu fremden Apps sind sehr begrenzt und nicht sinnvoll nutzbar. Wir haben das Mailchimp-Plugin installiert, was generell funktionstüchtig ist, allerdings nicht praxisorientiert. So klappt das Menü automatisch immer wieder ein und man muss bei jedem Ticket erst das Mailchimp-Menü in der Sidebar erneut aufklappen.

Groove bietet leider auch nichts wirklich neues, innovatives. Die Regeln können keine Antworten an den Absender versenden. Automatische Vorschläge aufgrund der Knowledge Base gibt es nicht. An einen Mailbot über Künstliche Intelligenz, wie die Wettbewerber das machen, ist nicht zu denken.

William T.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Manages our support inboxes with ease!

Reviewed on 2020-02-06

Pros

Groove does what it sets out to in the most simple and easy to use manner. Shared Inboxes allow teams working on programs to efficiently respond to members. Coming from emails request with multiple recipients we ran into a lot of collision (having multiple agents respond simultaneously), but now you can see when/if a message has been answered and even when another agent is reviewing or responding IN REAL-TIME! Not to mention canned-replies allow teams to hone responses to common questions and agents can send accurate answers, consistently!

Cons

Searching for closed requests can be difficult, especially when searching for a particular issue. You can use tags, however it would require tagging every message, consistently while predicting queries necessary in the future.

Eric G.
Overall rating
  • Industry: Accounting Software
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Groove Works, It's Easy to Use, and I LOVE IT!

Reviewed on 2019-02-26

I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my...

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.

Showing 5 reviews of 62 Read all reviews

Groove FAQs

Below are some frequently asked questions for Groove.

Groove offers the following pricing plans:

  • Starting from: US$12.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Pricing is based on the number of users per month and features selected.

We do not have any information about Groove features

Groove has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500

Groove supports the following languages:

English

Groove supports the following devices:

Groove integrates with the following applications:

Chargebee, Facebook, GitHub, Mailchimp, Olark, Shopify, Slack, Stripe, Trello, Twitter, Zapier, Zoho CRM

Groove offers the following support options:

Email/Help Desk, Phone Support

Related categories

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