Helpman vs. Groove by OptimizeCX

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

• 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.

Incentivized

Independently Invited by TrustRadius

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• 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

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

It's well organized, but slow.

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.

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

• 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