Support, Simplified.
4.4/5 (21 Bewertungen)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
Vorteile
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.
Nachteile
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.
Vorteile
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.
Nachteile
Mobile can be a bit challenging but it's gotten better over time.
Vorteile
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.
Nachteile
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.
Vorteile
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.
Nachteile
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.
Vorteile
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.
Nachteile
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!
- 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.
Weiter unter folgen häufig gestellte Fragen über Groove.
Groove bietet folgende Kostenpläne an:
Beginnt ab: 12,00 $/Monat
Preismodell: Abonnement
Kostenlose Testversion: Verfügbar
Groove bietet die folgenden Funktionen:
Groove hat die folgenden typischen Kunden:
Mittlere Unternehmen, Öffentliche Verwaltung, Kleine Unternehmen
Groove unterstützt die folgenden Sprachen:
Englisch
Groove hat folgende Preismodelle:
Abonnement
Wir haben keine Informationen darüber, welche Geräte Groove unterstützt
Groove kann in folgende Anwendungen integriert werden:
Benchmark Email, Campaign Monitor, Constant Contact, Olark live chat, PieSync, ProjectManager.com, Slaask, Slack, Talkdesk, elevio
Groove bietet folgende Optionen für Kundensupport:
Online-Support, Telefon-Support, Video-Anleitungen
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.