GrooveHQ vs. Microsoft Dynamics 365 Customer Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
GrooveHQ
Score 6.7 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
Microsoft Dynamics 365 Customer Service
Score 8.8 out of 10
N/A
Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
Pricing
GrooveHQMicrosoft Dynamics 365 Customer Service
Editions & Modules
No answers on this topic
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Add-In - Voice Channel
$75
per month per user
Add-In - Digital Messaging
$75
per month per user
Add-In - Digital Messaging and Voice
$90
per month per user
Dynamics 365 Customer Service Enterprise
$95
per month per user
Offerings
Pricing Offerings
GrooveHQMicrosoft Dynamics 365 Customer Service
Free Trial
NoNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
GrooveHQMicrosoft Dynamics 365 Customer Service
Top Pros
Top Cons
Features
GrooveHQMicrosoft Dynamics 365 Customer Service
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
Microsoft Dynamics 365 Customer Service
8.5
2 Ratings
8% above category average
Organize and prioritize service tickets1.26 Ratings10.02 Ratings
Expert directory1.23 Ratings8.02 Ratings
Subscription-based notifications1.03 Ratings10.01 Ratings
ITSM collaboration and documentation2.03 Ratings3.02 Ratings
Ticket creation and submission2.05 Ratings10.02 Ratings
Ticket response1.15 Ratings10.02 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
Microsoft Dynamics 365 Customer Service
5.5
2 Ratings
32% below category average
External knowledge base1.44 Ratings3.02 Ratings
Internal knowledge base1.44 Ratings8.02 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
Microsoft Dynamics 365 Customer Service
7.8
2 Ratings
4% above category average
Customer portal1.04 Ratings8.02 Ratings
Social integration1.01 Ratings8.02 Ratings
Email support1.15 Ratings10.02 Ratings
Help Desk CRM integration1.03 Ratings8.02 Ratings
IVR00 Ratings5.02 Ratings
Best Alternatives
GrooveHQMicrosoft Dynamics 365 Customer Service
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
GrooveHQMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
1.7
(7 ratings)
10.0
(2 ratings)
Usability
6.0
(1 ratings)
10.0
(1 ratings)
Support Rating
3.0
(1 ratings)
-
(0 ratings)
User Testimonials
GrooveHQMicrosoft Dynamics 365 Customer Service
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
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Microsoft
With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.
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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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Microsoft
  • Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
  • It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
  • This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
  • Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
  • A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.
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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
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Microsoft
  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
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Usability
GrooveHQ
It's well organized, but slow.
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Microsoft
Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.
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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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Microsoft
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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Microsoft
Read full review
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
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Microsoft
  • It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
  • Ease of Routing it to appropriate customer support agent
  • Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.
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ScreenShots