GrooveHQ vs. Help Scout

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
GrooveHQ
Score 6.6 out of 10
N/A
GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.
$15
per month
Help Scout
Score 9.7 out of 10
N/A
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
Pricing
GrooveHQHelp Scout
Editions & Modules
No answers on this topic
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
Offerings
Pricing Offerings
GrooveHQHelp Scout
Free Trial
NoYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
GrooveHQHelp Scout
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
GrooveHQ
1.4
6 Ratings
139% below category average
Help Scout
9.8
18 Ratings
22% above category average
Organize and prioritize service tickets1.26 Ratings9.018 Ratings
Expert directory1.23 Ratings00 Ratings
Subscription-based notifications1.03 Ratings10.010 Ratings
ITSM collaboration and documentation2.03 Ratings00 Ratings
Ticket creation and submission2.05 Ratings10.017 Ratings
Ticket response1.15 Ratings10.018 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
GrooveHQ
1.4
5 Ratings
138% below category average
Help Scout
8.5
16 Ratings
11% above category average
External knowledge base1.44 Ratings9.015 Ratings
Internal knowledge base1.44 Ratings8.014 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
GrooveHQ
1.0
5 Ratings
153% below category average
Help Scout
7.8
18 Ratings
4% above category average
Customer portal1.04 Ratings00 Ratings
Social integration1.01 Ratings00 Ratings
Email support1.15 Ratings9.018 Ratings
Help Desk CRM integration1.03 Ratings6.510 Ratings
Best Alternatives
GrooveHQHelp Scout
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GrooveHQHelp Scout
Likelihood to Recommend
1.7
(7 ratings)
10.0
(18 ratings)
Likelihood to Renew
-
(0 ratings)
7.0
(1 ratings)
Usability
6.0
(1 ratings)
9.0
(1 ratings)
Support Rating
3.0
(1 ratings)
-
(0 ratings)
User Testimonials
GrooveHQHelp Scout
Likelihood to Recommend
GrooveHQ
Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support
Read full review
Help Scout
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
Read full review
Pros
GrooveHQ
  • Creates Tickets when someone emails in or you can create a ticket within the groove system.
  • They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
  • We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.
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Help Scout
  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
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Cons
GrooveHQ
  • Better Follow-up by customer success team
  • More customization within their major features to fit both, large and small sales teams, alike
  • Their site goes down fairly often
Read full review
Help Scout
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
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Likelihood to Renew
GrooveHQ
No answers on this topic
Help Scout
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
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Usability
GrooveHQ
It's well organized, but slow.
Read full review
Help Scout
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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Support Rating
GrooveHQ
I'm giving them a 3 for the really great support they gave for general questions. They also have a good knowledge base. I'm giving them only a 3 though because of my last customer service when I need a billing resolution. I was very disappointed in how they handled that. I also find it very bad practice to send out ONE email notice that they were raising my rate three times as much at the end of the month. When I was with Desk.com, I had numerous emails over months letting me know their billing plans were changing. Even worse than refusing to refund me the difference was that they just stopped responding to me.
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Help Scout
No answers on this topic
Alternatives Considered
GrooveHQ
We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets
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Help Scout
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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Return on Investment
GrooveHQ
  • We wasted a lot of time setting up the product before we discovered a lot of features listed on the website aren't ready for public use
Read full review
Help Scout
  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
Read full review
ScreenShots

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.