Groove

Avantages

"GrooveHQ simplifies our customer experience and consolidates our capabilities so we can be efficient"

Inconvénients

No live phone support. this makes it hard for us to deal with immediate issues we may have.

Avantages

We like groove because everybody in the team has access to the shared mailbox, but only the tickets who needs attention. In compare with a shared mailbox, or shared e-mail address where you have to read all e-mails, is in groove only visible what needs to be done. The groove team is continuously improving the systems and in case of questions their support team is really helpful.

Inconvénients

It miss sometimes some functions you are used to have from your e-mail program. However, it brings you to rethink your work progress, or in case it's really important you can contact Groove and they are always open to help you.

Avantages

I do like that I can organize the order of the people I'm reaching out to in my flows. There are a few really good things about Groove from a flow building and Salesforce data retention front that are helpful.

Inconvénients

Coming from Outreach, Groove isn't nearly as powerful or easy to use. There are so many things I preferred to do in Outreach that I can't do in Groove. Outreach's bulk import, the quick way to search for contacts that had been contacted just by searching the domain, looking at past email conversations, and better insight into email engagement are all things I had in Outreach that are glaringly missing from Groove. Groove feels clunky to me in how it interacts with my Gmail/Calendar and it's felt like more of an obstacle than an enabling software.

Avantages

What I liked most about GrooveHQ is its seamless integration of artificial intelligence, which has drastically improved our response times and accuracy. The centralized ticket management system ensures no request gets lost, and the overall organization of emails has streamlined our communication processes. Additionally, the support team is incredibly responsive, and the pricing is unbeatable for the value it provides. This combination of features has truly optimized our customer service operations.

Inconvénients

While GrooveHQ is overall an excellent tool, one downside is that the initial setup and customization can be somewhat time-consuming. It took us a bit of time to fully configure the system to meet our specific needs. But we switch from solution used since 8 years

Avantages

It's clearly made by a team who has used other platforms and know the short comings of them all. They want to make the best system possible while also keeping it fast and easy to use. We've come up against no walls with trying to use it in the way we need to and when we've asked any questions, the team is friendly, down to earth and just want to help make life easy.

Shout out to Graham as well, love the work mate, thanks for the help!

Inconvénients

Can't think of a thing. It's been great.

Avantages

Consider that pricing is not related to the amount of emails you receive or send. The ticket archive keeps growing, but you don't pay more over the years. That's great.

Inconvénients

The interface is not as snappy as a desktop email client, so there is friction when you start using it. But as far as web technology is concerned, it's as good as it gets.

Alternatives envisagées 

Avantages

To be able to work as a team and be able to jump in and help out if they are out.

Inconvénients

There is nothing that I don't like about Groove.

Avantages

If you judge support software by the quality of the way they offer you support , this is the right address. Also hardly any downtime since the day we started using Groove (december 2017!). And the whole product is frankly super easy to implement and get people onboarded on.

Inconvénients

Their roadmap is quite full so some stuff on our wishlist can take time to get implemented but eventually it does ;-)

Avantages

Easy to share inboxes with work colleagues.

Inconvénients

Needs a contact book and hard to forward email within organization, forwarding or sending to 2 addresses does not seem to work well.

Avantages

The read confirmation function and the post it notes - helps us communicate internally without the client seeing.

Inconvénients

Not being able to reply to an earlier thread of conversation.

Avantages

* Easy to setup
* Easy for team members to use
* Simplicity is the ultimate sophistication

Inconvénients

Absolutely nothing - the team and company are amazing.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

* 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)

Inconvénients

* 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.

Avantages

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.

Inconvénients

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.

Avantages

I like emails organized as tasks/support requests. This was major feature why I moved from emails.

Inconvénients

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.

Avantages

I like how easy it is to apply and filter tickets by tags, and the built-in snooze function to bring back tickets you can't answer at the present but don't want to forget about.

Inconvénients

Seems to be laggy/buggy as email load increases to significant levels: the unread ticket count doesn't sync/can lag behind the actual unread ticket count.

Avantages

It integrates with AccessAlly and Infusionsoft, is reliable, easy to set up and use, and has the ability to customize with your branding. It isn't very expensive and does what it is supposed to. It has the Knowledge Base and widget ability which is a huge plus. It doesn't make customers log in which makes it easier for them.

Inconvénients

I'd like to see even more of an ability to customize the appearance of the widget and knowledge base.

Avantages

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.

Avantages

Grrove is very easy to use works well with Salesforce. It has all the tracking features we love most.

Inconvénients

I have nothing bad to say about Groove and we use it daily. My team likes the product very much and will continue usuing it.

Avantages

Groove has the ability to track that emails have been opened. This is helpful for prospecting and client outreach. There is also calendar scheduling functionality that I plan to utilize further.

Inconvénients

It would be helpful to track who specifically opened the emails that are sent, particularly if it is widely forwarded within an organization.

Avantages

- very easy to use, and makes resolving issues quick and painless
- collaboration is simplified, and the ability to customize tickets is useful

Inconvénients

- reporting. Groove has it, but it is very limited in its functionality. there's no way of monitoring progress or tracking actions

Avantages

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.

Inconvénients

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

Avantages

I love the canned responses, the integration with our help center, and the ability to merge tickets.

Inconvénients

The "undo send" feature doesn't always work when I need it to. It also sometimes provides random names for our users, so I always have to double check that I'm addressing the right name.

Avantages

Created by an incredible company with a wonderful CEO who writes some great articles about business and entrepreneurship. It's the perfect support/ticketing tool for small businesses. Canned replies make it simple to send automatic replies to people. Also some features like filtering make the process easy too.

Inconvénients

It's built for small businesses, so tools like Zendesk offer much more flexibility and advanced features as a business grows. The report is basic and sometimes inaccurate. The feature set is lacking when you grow to a 20+ person team.