Groove has done wonders for our company!
December 06, 2018
Groove has done wonders for our company!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with GrooveHQ
We use Groove for our ticketing system. We have four different departments that utilize it and we use it to track customer emails, support requests, and client communication. This helps address problems mainly in my department, Support. With the vast number of email that we have from our clients, it is difficult to keep up in the standard email application. Groove helps provide accountability for our Support Team because it takes a response to the ticket to close it. This also helps us when we have clients email in with the same questions, because we can review how we have handled situations in the past.
- 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).
- Groove has done wonders for our support department
- Groove has allowed our design team to be more organized and take care of design changes quickly
- Because of Groove, we have decreased the average time it takes for clients to get a response
- We have been able to migrate to primarily email support
- Not everyone in our company uses Groove, so occasionally there is confusion with multiple people responding to emails.
We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets.