Groove by OptimizeCX

Groove by OptimizeCX

Groove by OptimizeCX

20 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Groove by OptimizeCX	Score 6.7 out of 10	N/A	Groove by OptimizeCX is a shared inbox for small and mid-sized SaaS teams. It’s presented as a help desk built for speed and not complexity, and is designed to help manage customer conversations across channels.	$87 per quarter per user

Pricing

Groove by OptimizeCX

Editions & Modules

Standard: $29
per month (billed quarterly) per user
Plus: $45
per month (billed quarterly) per user
Pro: $70
per month (billed quarterly) per user

Offerings

Pricing Offerings
Groove by OptimizeCX
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	Groove by OptimizeCX
Considered Both Products	Groove by OptimizeCX VA VALERIE AMPRIM Sales Development Chose Groove by OptimizeCX Pricing seems better with Groove. Incentivized Helpful? Leslie Nicole Founder, Creative Director Chose Groove by OptimizeCX I chose GrooveHQ after using Desk.com for many years. I have no complaints about Desk.com, I just wanted something simpler and more like email and Groove did match that. I liked Groove at first, but I grew frustrated with how slow it was. Helpful? ZZ Zach Zimmerman Account Manager Chose Groove by OptimizeCX 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 … Helpful? Bryce Johnston Account Manager Chose Groove by OptimizeCX We also looked at Zendesk and decided Groove would be a better fit for our company. Groove was a cheaper option and had all of the same features as Zendesk with the added feature of a knowledge base as well as a chat feature (we no longer use the groove chat feature however it … Incentivized Helpful? Andrea Cross Customer Service Representative Chose Groove by OptimizeCX This is the first software of it's kind that I've used. Incentivized Helpful? Josh Taylor Web Developer Chose Groove by OptimizeCX We haven't tried any others as we haven't felt the need to try any other solution. Incentivized Helpful?

Features

Groove by OptimizeCX

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Groove by OptimizeCX 1.4 6 Ratings 142% below category average
Organize and prioritize service tickets	1.26 Ratings
Expert directory	1.23 Ratings
Subscription-based notifications	1.03 Ratings
ITSM collaboration and documentation	2.03 Ratings
Ticket creation and submission	2.05 Ratings
Ticket response	1.15 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Groove by OptimizeCX 1.4 5 Ratings 140% below category average
External knowledge base	1.44 Ratings
Internal knowledge base	1.44 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Groove by OptimizeCX 1.0 5 Ratings 156% below category average
Customer portal	1.04 Ratings
Social integration	1.01 Ratings
Email support	1.15 Ratings
Help Desk CRM integration	1.03 Ratings

Best Alternatives
	Groove by OptimizeCX
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 8.9 out of 10
All Alternatives	View all alternatives

User Ratings
	Groove by OptimizeCX
Likelihood to Recommend	1.6 (7 ratings)
Usability	6.0 (1 ratings)
Support Rating	3.0 (1 ratings)

User Testimonials
	Groove by OptimizeCX
Likelihood to Recommend	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 ZZ Zach Zimmerman Account Manager Read full review
Pros	OptimizeCX 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 Bryce Johnston Account Manager Read full review
Cons	OptimizeCX 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 VA VALERIE AMPRIM Sales Development Read full review
Usability	OptimizeCX It's well organized, but slow. Leslie Nicole Founder, Creative Director Read full review
Support Rating	OptimizeCX 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. Leslie Nicole Founder, Creative Director Read full review
Alternatives Considered	OptimizeCX 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 ZZ Zach Zimmerman Account Manager Read full review
Return on Investment	OptimizeCX 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 Verified User Anonymous Read full review
ScreenShots