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Groove is Groovy!
July 16, 2021

Groove is Groovy!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Groove

It is being used by the entire Customer Service (CS) department. Our engineering team doesn't use it as they don't have a need, but a lot of CS employees are primarily using it to track engagements (emails/communications) with customers, and my primary use is the 'shared calendar' or the "schedule a meeting with me" feature that I can add to my outbound emails with customers - from there they see real-time slots available to pick from and it's much easier than trying to coordinate "what days and times work well for you - oh, let me check to see if our side is ready"... that old-school way drives me nuts, especially now that I know that Groove is so well integrated into our Google Suite!
  • Tracking customer engagements (frequency, emails)
  • Integrations with other services (i.e. Google Suite)
  • Helping to coordinate calendars with multiple stakeholders by using the "Schedule a meeting with me" feature.
  • I often lose 'authentication' between GMail and Groove and when that happens I lose the Groove widget in my integrated email and thus can't use it. By refreshing the GMail web app, this often fixes the problem (but not always).
  • Team Collaboration
  • Customer Engagement Tracking
  • Increased Productivity
  • Greater Customer Satisfaction
  • Faster Deal Cycles
I give this rating because in the beginning (without any formal training from my organization) I was asked to integrate Groove into my email environment, but the instruction sets were a bit off because I ended up installing labs or something akin to a Gmail "lab" that said "Groove" on it, and it gave me a small Groove icon to the right of emails, but it wasn't the correct integration. It took me a few weeks to finally understand that there was another level of Groove integration that gave me a Groove button under my "Create Email" in Gmail and it gave me a new WYSIWYG toolbar in my emails that gave me the level of integrations I needed for my job. That confusion seemed unnecessary and something that could have been easily communicated. Beyond that, the toolbar swapping in Gmail is not super intuitive and sometimes throws me on how to get my original Gmail WYSIWYG bar back.
Groove integrates better (IMO and has a lot greater adoption in our org than the other solutions we've evaluated. There is a place for all of them as they can all serve a different portion of our needs, but Groove stands out as a very well-rounded solution that is a lot more polished than the other solutions.

Do you think Groove, a Clari company delivers good value for the price?

Not sure

Are you happy with Groove, a Clari company's feature set?

Yes

Did Groove, a Clari company live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Groove, a Clari company go as expected?

Yes

Would you buy Groove, a Clari company again?

Yes

TIBCO Cloud Integration (including BusinessWorks and Scribe), Zapier, Google Analytics
I am by no means a power-user in our organization, but for what I use it for it's fantastic. The integrations seem mostly painless (save a few issues here and there related to maintaining auth in GMail) and I love that it integrates with some of the other tools that we use -- for instance, it tracks email communications in a central location (for all to see), and it can integrate with calendars like Google Calendar and help coordinate times/dates of availability with multiple stakeholders. For all the features I don't use (because of my role) I can still see how immensely powerful Groove can be if leveraged correctly within an organization. I've rated Groove 7/10 because I'm not a power-user and can't fully assess the entire Groove suite AND because my perception is that Groove is not an 'easy win' -- what I mean by that is that some software you just purchase and integrate and you get a lot of return (think PaaS/SaaS). While Groove is certainly a SaaS solution (IMO), I think the tool is only as good as the training and adoption. You can buy it, and not use it, and you'll never really know what you are missing out on -- you can buy it, train on it, and abandon it, and again it's not going to destroy your business -- but to get it's full potential you really need to get full adoption and have the discipline to follow through with its use!