Overview
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…
They list feature that they dont offer!
Good software, but has lots of room to grow
Unhappy Ex-Customer
Groove has done wonders for our company!
GrooveHQ
GrooveHQ makes work easier!
Useful and easy to use!
Popular Features
- Ticket creation and submission (5)2.020%
- Organize and prioritize service tickets (6)1.212%
- Ticket response (5)1.111%
- Email support (5)1.111%
Pricing
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $15 per month
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 1.2Organize and prioritize service tickets(6) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 1.2Expert directory(3) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 1Subscription-based notifications(3) Ratings
Users subscribe to notifications for ticket updates
- 2ITSM collaboration and documentation(3) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 2Ticket creation and submission(5) Ratings
Users and agents can easily enter new support requests.
- 1.1Ticket response(5) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 1.5External knowledge base(4) Ratings
Customers can self-service by searching through help articles.
- 1.5Internal knowledge base(4) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 1Customer portal(4) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 1Social integration(1) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 1.1Email support(5) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 1Help Desk CRM integration(3) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Tech Details
- FAQs
What is GrooveHQ?
GrooveHQ Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(20)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Groove is a versatile ticketing system that is widely used to track customer emails, support requests, and client communication. Users have found it particularly useful in addressing support department challenges by ensuring accountability for the support team and efficiently closing tickets upon response. Additionally, the software allows users to review past handling of similar situations when clients reach out with recurring questions, facilitating faster and more efficient customer service.
Moreover, Groove serves as a valuable CRM system for the sales team, reducing the time between calls and enabling increased follow-up with prospects. Many users have reported significant improvements in organization since implementing Groove for customer service purposes. The software has proven beneficial across multiple departments, helping to manage support emails and track page or web designs for customers.
One of the key advantages of Groove is its ability to provide a centralized platform for collaboration and customer ticket management. By offering a centralized location for tracking, collaborating, and following up with customers regarding both support and sales tickets, Groove enhances efficiency and streamlines communication processes. Furthermore, users have noted that Groove aids in solving issues reported by clients when using their websites, allowing them to stay on top of problems and provide prompt resolutions.
While some users initially considered Groove as a tool to handle customer service due to its claimed integration with social media platforms, they discovered that the integration was not accurate. Despite this limitation, Groove remains highly regarded for its comprehensive ticketing features and its ability to effectively address various customer support needs.
Efficient Email Ticket Organization: Several users have praised Groove for its ability to efficiently organize email tickets. They appreciate how it allows them to categorize tickets based on set rules, easily update and send tickets where they need to go, and see what their team is working on. This feature has greatly contributed to an organized and streamlined workflow. Integrated Knowledge Base: Many reviewers have highlighted the integrated Knowledge Base in Groove as a valuable tool. It enables them to build out a robust Support Site and use it when emailing clients and responding to questions. This feature has proven useful in providing consistent and accurate information, ultimately improving customer support efficiency. Fast and Efficient Support: A common sentiment among users is that the support provided by Groove is fast and efficient. Customers appreciate the timely assistance they receive from the GrooveHQ team. The reports on response times and ticket closure are particularly appreciated as they provide valuable insights into support performance. Overall, users find that Groove excels at organizing email tickets, offers an integrated Knowledge Base for improved customer support, and provides fast and efficient assistance when needed.
Difficult Navigation: Some users have found Groove difficult to navigate, especially when trying to format emails properly. They expressed frustration with the user interface and mentioned instances where they struggled to find the right options or features.
Issues with Handling Incoming Requests: Several users experienced issues with Groove's handling of incoming requests, particularly when emails were sent to multiple addresses with Groove set up. They reported that some emails were not processed correctly or were lost in the system.
Lack of Customization Options: Users desired more customization options within Groove's major features to cater to both large and small sales teams. They felt limited by the preset options and wanted more flexibility in tailoring the tool according to their specific needs.
Users commonly recommend Groove for its effective email communication capabilities within companies, particularly for bulk mailing and reaching customers effectively. Several users have praised Groove for its email and text-to-email programming, stating that it exceeds other researched and tested products in this aspect.
Many users consider Groove as a frontline platform for customer service. They highlight its simplicity, stability, speed, and integration capabilities. Some users have even described Groove as a turnkey solution that saves development resources and allows them to focus on serving their users effectively.
A common recommendation from users is to pilot Groove with the sales team before fully implementing it across the company. This approach allows businesses to assess its suitability and effectiveness in their specific context. Additionally, some users suggest that while Groove is suitable for small companies, it may lack extensive features, so businesses should carefully evaluate their needs before committing.
Attribute Ratings
Reviews
(1-7 of 7)They list feature that they dont offer!
- Sales website
- They are lying about features. The FB/Insta integration is internal beta and may take months
- The change pricing several times a year and this affects all users
- A lot of bugs and often you dont get a reply from support
Good software, but has lots of room to grow
- Organized Flows
- Customized Flow Processes
- Easy User-Interface
- 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
Unhappy Ex-Customer
- 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.
Groove has done wonders for our company!
- 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).
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.
- 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.
Outside of just the ticketing system Groove has a great knowledge base system that you can create for FAQ's which has helped us give our clients the ability to research and find the answers to their questions without having to email in.
GrooveHQ makes work easier!
- 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.
Useful and easy to use!
- 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.