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GrooveHQ

GrooveHQ

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…

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Recent Reviews

TrustRadius Insights

Groove is a versatile ticketing system that is widely used to track customer emails, support requests, and client communication. Users …
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Unhappy Ex-Customer

3 out of 10
September 04, 2019
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 …
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Read all reviews

Popular Features

View all 12 features
  • Ticket creation and submission (5)
    2.0
    20%
  • Organize and prioritize service tickets (6)
    1.2
    12%
  • Ticket response (5)
    1.1
    11%
  • Email support (5)
    1.1
    11%
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Pricing

View all pricing

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.groovehq.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $15 per month
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

1.4
Avg 7.8

Self Help Community

Features that allow customers to self-service for support issues.

1.4
Avg 7.6

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.

1
Avg 7.5
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Product Details

What is GrooveHQ?

GrooveHQ Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

GrooveHQ starts at $15.

Reviewers rate ITSM collaboration and documentation and Ticket creation and submission highest, with a score of 2.

The most common users of GrooveHQ are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(20)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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)
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Score 1 out of 10
Vetted Review
Verified User
  • 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
September 04, 2019

Unhappy Ex-Customer

Leslie Nicole | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
  • 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.
Score 7 out of 10
Vetted Review
Verified User
  • 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).
November 29, 2018

GrooveHQ

Bryce Johnston | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Andrea Cross | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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