Groove - Email Flows, Tracking, Dialer - Great overall solution!
December 22, 2018

Groove - Email Flows, Tracking, Dialer - Great overall solution!

Adam Packard | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Groove

Groove was first purchased to address one problem, then additional services were purchased to address other problems. It was used (is probably still being used) by our Client Success and Professional Services departments. Initially, we utilized Salesforce Inbox to capture inbound emails from our clients. Once we learned that Groove also captured outbound emails, we made the switch quickly. Once set up, we were able to capture all email conversations with our clients and record them automatically within Salesforce. Later we were having trouble with some of our reps getting in enough dials to their clients, so we added their dialer functionality.
  • Groove helps make sure that you're importing ALL of your communications with your clients into Salesforce.
  • Groove makes it easy to mass email customized emails to all of your clients (that don't feel like mass emails)
  • Groove is easy to implement. Short training and you're good to start using it!
  • Groove has so many offerings, they don't seem to connect in any way on their site. No way of knowing that the other offerings are something you might need if you're not involved in the sales process.
  • If you ever have an issue, their chat support is less than timely. Usually takes a while to receive any kind of support, though when they respond, they do all they can to take care of you.
  • When using Flows, if you want to have the same person in more than one Flow, there's no easy way to tell Groove to just ignore them. You have to individually sort through pages of contacts and ignore certain warnings (but not all of them).
  • When using Flows, they don't have a solid "de-dupe" process. They just show a warning flag on the contact that there's more than one, then uncheck ALL of those users from your flow. One would assume the system would just run a de-dupe as soon as you hit send, and then it would send it to one of those contacts and remove the rest, but no.
  • The way Groove displays opened emails, even with the Chrome extension, just isn't intuitive. The information is there, just not in a format that's easily accessible or digestible.
  • Utilizing Groove Dialer and Flows, our CSMs were able to be much more efficient in their reach-out processes and move on to other projects.
  • Without having to manually upload half of the email conversation, our legal team was able to more accurately track entire conversations and find the information they needed quickly to squash disputes.
We first utilized Salesforce Inbox, which we loved for its capability of capturing part of the conversation (though sometimes manually), as well as the ability to add calendar invitations inline in the email. However, when we found that Groove captured and imported ALL of the conversation automatically, it was an easy choice to switch over. I'm also in the process of evaluating Salesloft, which serves a different overall purpose, but does many of the same things as well (Flows, Tracking, Dialer, etc.). Haven't been impressed with the UI of Salesloft up to this point, but it's too early to state if it will do better at what Groove does well.
I can't think of any scenario where Groove is not suited to help small to medium businesses.

Groove worked well for me because I had 300+ customers to personally track, with 1000+ contacts. I was confident that my emails, inbound and outbound, would always appear in Salesforce for all to see (no having to track down the previous rep to see if they could explain the half-conversation I would previously see with Salesforce Inbox). Also, when I used the Flow process to mass email my clients, I would get a solid report after the fact that allowed me to mark contacts whose email addresses bounced or were on a do not contact list.