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I used Groove for around 9 months for my customer service of my small business. I used it for answering customer emails and also for general business email. I used to use Desk.com and I was looking for a simpler solution.
- Groove is pretty well organized.
- They have a good knowledge base.
- The support is usually pretty fast.
- The email is extremely slow. It became unbearable. It did get better when they made some changes for me, but it was still slow. I've used other services and this was the slowest I've ever experienced. I wouldn't recommend it if you get a lot of HTML. They admitted they don't do well if you get a lot of HTML.
- Very bad customer service if there is a problem or dispute. They sent out ONE email to say they were raising their rates the next month. I never saw the email. I didn't realize my rates had been raised until I went to cancel my account (due to being unhappy with how slow it was) They had raised my rate 3 times from $22 to $68! When I complained, they just replied that they sent out one email and left it at that. They stopped answering my emails. Wow. As someone in customer service, if I had a client who complained, I would bend over backwards to make them happy.
- For what you pay with Groove, I would expect better service and features.
December 06, 2018
We use Groove for our ticketing system. We have four different departments that utilize it and we use it to track customer emails, support requests, and client communication. This helps address problems mainly in my department, Support. With the vast number of email that we have from our clients, it is difficult to keep up in the standard email application. Groove helps provide accountability for our Support Team because it takes a response to the ticket to close it. This also helps us when we have clients email in with the same questions, because we can review how we have handled situations in the past.
- Groove does a great job at organizing email tickets
- Groove allows for canned responses, which helps us with frequently asked questions
- Groove's integrated Knowledge Base allows us to build out a robust Support Site, and use that when emailing clients and responding to questions
- Groove can be difficult to navigate occasionally. It is difficult to figure out how to properly format emails (create hyperlinks, etc.)
- Groove's occasionally do not handle incoming requests properly.
- If someone emails multiple email addresses, that have Groove set up, it will only add that ticket to one queue (not both).
We use Groove in 2 different departments for our ticketing service. We use it in our Support department to keep track and answer all support emails that come in and we use it with our Design department to keep track of page/web designs that need to be made for our customers.
- 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.
- It would be great if they had a mobile app. Since they do not have an app it makes it hard to address tickets on mobile or while on the go.
- Adding attachments to a response could be better. It seems half the time when including an attachment that attachment does not send.
We use GrooveHQ to field support and sales ticket. It's great to have everything all in one place where we can collaborate, track, see stats and follow up with our customers.
- It does a great job categorizing tickets according to the rules we have set up.
- It lets us see what our team is working on and easily update and send tickets where they need to go.
- Tools like snooze, changing the customer on a ticket, adding internal notes and having internal mailboxes really help keep things organized.
- The support for GrooveHQ is great, along with their blog about how to improve customer service.
- I wish there were custom options for the snooze tool instead of list of presets - they don't always work for our purposes.
- It would be great if the auto-refresh were more reliable. Sometimes multiple people are working on the same ticket without knowing it.
We are helping to solve the issues that clients get when using their websites. It's been a great way to keep on top of problems that are being reported.
- It is good to keep track of all the support requests that we get in.
- It's a great way to keep on top of issues reported by clients.
- The user interface can be slow sometimes to use.
GrooveHQ Scorecard Summary
Feature Scorecard Summary
What is GrooveHQ?
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.
Categories: Help Desk
GrooveHQ Pricing
Starting Price: $15
- Does not have featureFree Trial Available?No
- Has featureFree or Freemium Version Available?Yes
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
GrooveHQ Technical Details
| Operating Systems: | Unspecified |
|---|---|
| Mobile Application: | No |
Frequently Asked Questions
What is GrooveHQ?
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.
How much does GrooveHQ cost?
GrooveHQ starts at $15.
What are GrooveHQ's top competitors?
What is GrooveHQ's best feature?
Reviewers rate Email support highest, with a score of 10.
Who uses GrooveHQ?
The most common users of GrooveHQ are Small Businesses from the Computer Software industry.