Item: Groove, a Clari company
Rating: 10
Author: Renz Montano

Use Cases and Deployment Scope

Through this platform, it helps us make sure that we can easily communicate with our clients not just through email but phone calls as well. Overall, this is a great experience since it also has user friendly interface which makes it easier to reach out and reply to customers whenever they have questions.

Pros and Cons

Automation of sending emails - this makes communicating through customers easier since we can easily contact them not just through a phone call but with email as well
Great job with Customer service. Issues are addressed as soon as possible and there's always an update regarding its status
Does a great job with administrating the Salesforce extension

Somehow, it would be great if the interface for customer support is easier access since Groove somehow comes with convenience
It would be great if Groove can be linked to another campaign so minimal modification is needed whenever there's update in the tools permission
It's sometimes challenging to create and track down notes since there are times where it is confusing and hard to navigate

Most Important Features

Convenient way of sending emails to salesforce account and customers since there is no need to open a another website/tab just to do the same task
Easier to track notes since it is saved in the account with automation so it can be easily reviewed
User Interface which is multi-task friendly. While in sales force, groove gives the access to read email threads as well as check the timestamps per response which overall makes it more efficient when responding to one

Return on Investment

It gives the privilege of receiving updates whenever our emails are reviewed and if a response was sent which somehow give us a reminder on a very buys day
Its a jack of all trades type of extension since it would allow us to manage accounts while sending actual emails to customers
It has a feature where we can review the account in salesforce and respond to the email on the same page which is more convenient and savvy specially for customers who are also busy most of the time

Usability

I like to give it a 10 but there should always have room for improvement. So far very minimal miss on the extension since it gives nothing but convenience and easier communication with customers as well as relaying information to the people under the same company. This actually makes our overall productivity efficient

Alternatives Considered

Groove

N/A

Key Insights

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

Yes

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

Yes

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

Yes

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

Yes

Would you buy Groove, a Clari company again?

Yes

Likelihood to Recommend

Groove is a great help with sending email through customers since the email thread can be easily accessed not just by the current employee who handles the salesforce account but also the next user who will access it. Sometimes, it is less appropriate because there's too much of everything where you are about to do a simple task. For example, you will need to press multiple keys just to get through the send email interface

Users and Roles

Each one of them is actually a sales personnel who also uses groove as well to communicate not just internally but with the customers as well. And on our end, we use it to partner with business managers from other region and communicate internally to make sure that everything is calibrated

Support Headcount Required

We handle different type of concerns such as client success management, sales, customer support, managers, and leaders. Although we support different fields per team, we use groove not just to communicate with customers but also to monitor all of the emails that are being sent by our business. With this, we ensure that both external and internal emails are utilized professionally

Business Processes Supported

Email messages monitoring
Customer communication
Faster interaction between employee and customer

Innovative Uses

I never imagined that communicating with customers' personal email through CRM is possible
Notifications when sent emails are accessed for monitoring purposes

Future Planned Uses

Sending text messages to customers and clients
Monitoring account activities
Receiving notifications whenever customers try to communicate

Likelihood to Renew

I actually don't have any complaint regarding groove. It's just that I will give 9 since I confidently believe that there'd be updates in the future which would be more optimal not just for us users but for the business as well. The only regret I have with groove is I was not able to use it before the current company that I'm employed.

Products Replaced

Not Sure

Key Differentiators

Ease of Use

Email utilization. Sending and opening emails has been more efficient with the help of Groove. Not just that, but with this feature, we dont need to open our work email in order to communicate and contact customers which is more efficient since we can directly use it together with our CRM

Pros	Cons
Relatively simple Technical support not required Consistent Convenient Familiar	Do not like to use Difficult to use Not well integrated Slow to learn Feel nervous using

Easy Tasks

Receiving email update using this tool
Sending emails on a CRM using our own business email
Less complicated way of composing emails to communicate with customers

Difficult Tasks

None. The only difficult thing in groove is the first time using it
As of the moment, there are no function that gives me difficulty with using groove
So far so good. My overall experience with groove is awesome

Mobile Interface Availability and Impressions

Yes, but I don't use it

Multi-tasking made easier!

Overall Satisfaction with Groove