Groove Pricing, Features, Reviews & Comparison of Alternatives

Groove

Support, Simplified.

4.5/5 (54 reviews)

Groove overview


Deliver personal support to every customer. Your customers will never feel like they’re just a “support ticket” to you, and they’ll never know you’re using a helpdesk.

Work better together. Your whole team will be on the same page with assignments, private notes and follow-up reminders, all in one super simple shared inbox.

Our shared inbox brings everything together, making sure no support request slips through the cracks. Private notes, canned replies, assignments, and follow ups help agents close tickets faster and make collaborating with your team a breeze.

Groove has what other help desk lack:

Ease of Use
The Right Amount of Features
Pricing That Scales
Email collaborationMulti-Channel SupportSatisfaction RatingsCustomer Profiles
www.groovehq.com

Pricing

Starting from
$12/month
Pricing options
Value for money

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 6 other markets, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom

Supported languages

English
Groove screenshot: Groove's Shared Inbox - No matter how you talk with your customers (email, social media, chat, or the phone), easily keep track of it all in our intuitive dashboard.Groove screenshot: Groove's Knowledge Base - Reduce your support volume and increase satisfaction with a 24/7 self-serve knowledge base.Groove screenshot: Groove's Reporting - Easy-to-understand reports that help you stay on top of the most important customer support metrics.

Groove reviews

Value for money
Features
Ease of use
Customer support
  4.4
  3.9
  4.6
  4.6
Mayra Perez

Groove Email Software + Knowledge Base

Used daily for 1-2 years
Reviewed 2019-02-27
Review Source: Capterra

The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects. This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.In terms of the Email Software: You can have multiple inboxes in one single account, which is just absolutely amazing. You have the option of viewing emails as separate inboxes/categories (within the same homepage), or listing them as one streamlined inbox. The latter has boosted my email productivity significantly across multiple work emails, freelance emails, and personal emails. In terms of the Knowledge Base: It is so simple to add an article and organize it accordingly! It's super user-friendly and easy to navigate. Set up is easy. If you don't have coding experience, there's nothing to worry about! The software is intuitive and you won't need any coding at all. For those of us that have dabbled with coding—well, it's incredibly refreshing to not worry about fumbling with the bells and whistles to create something easy to navigate, sleek, and stylish. Less time focusing on the "busy" work, more time focusing on what's important: the content.

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Lo Marino

Great look, needs some work on search and reporting

Used daily for 1-2 years
Reviewed 2017-01-05
Review Source: Capterra

We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email. There is a lot of room for improvement in a couple of areas I can see. First would be search - I find Groove's search functionality slow and clunky. Almost every time I need to search for something, I find myself going back to Gmail and since this is something I do daily, I always need to have the account open in Groove and in Gmail. Our hope in this switch was to completely get out of email and the search functionality has made that impossible. I love being able to use the search operators Google has and if they're available in Groove as well I have not figured out how to get them to work. Additionally, the time frames I can search are very limiting. I have also found the reporting to be lackluster. We want to use this to help make our product better and we use tags on our messages to help keep track of what our customers are writing in about. It is helpful to see how many times each tag has been added to a message but that doesn't really give me the whole picture. I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available. If all I wanted to do was answer customer emails quickly in a pretty environment, Groove will get the job done without an issue. Because we're trying to use customer support to make our product better, I think there is a bit of a disconnect. There are a couple smaller bugs I see regularly but haven't been bothersome enough to write into support. For example, if I make a typo when I'm typing a tag in and backspace, then I am no longer able to use my arrow keys to navigate up and down the auto-complete list. Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy

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Eric Greenspan

Groove Works, It's Easy to Use, and I LOVE IT!

Used daily for 2+ years
Reviewed 2019-02-26
Review Source: Capterra

I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.Groove is really easy to use and does the job that far more complex systems do, better. It really makes the process of building and managing a ticketing system and a knowledge base easy. The integrations with Wordpress are really slick and the add on integrations with Slack and live chat support are just awesome. It's the ideal blend of performance, capability, integration, and function. It just works and it's a pleasure to use.

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Ling Ling Lu

Groove keeps both the customer and the employee in mind

Used daily for 1-2 years
Reviewed 2017-04-20
Review Source: Capterra

Groove is an excellent customer service support platform because it makes sharing and discussing cases much easier in a convenient manner. Groove allows for internal notes, auto-fills in emails if you've emailed that specific individual before, allows for merging cases, alarms, different statuses, different mailboxes within the same interface, and much more. Groove also makes use of color coding for the different features available, such as yellow for internal notes. Groove also allows for multiple users to be logged on Groove at the same time, which allows multiple users to view the same ticket -- a feature that was missing from a different support platform I've tried previously. Groove's own customer support is also extremely friendly and responsive, and they're great at keeping you updated. I especially enjoy reading the articles from their blog!* Multiple users able to be logged in at the same time * Notes feature * Merging ability * Customizable settings by user * Multiple mailboxes * Tracker * App integration * Friendly and very responsive support team (quick to fix bugs)

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Kirsten Parke

Fueled by Happiness Rating

Used daily for 2+ years
Reviewed 2019-02-28
Review Source: Capterra

What I like most about Groove is the ability to integrate so many things into it. For instance, when a customer reaches out to us I am able to see all of their account information right in groove.

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Groove pricing

Starting from
$12/month
Pricing options
Free trial
Subscription

Groove features

API
CRM Integration
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Reporting & Statistics

Activity Dashboard (182 other apps)
Activity Tracking (132 other apps)
Automatic Notifications (171 other apps)
Automatic Reminders (163 other apps)
Calendar Management (157 other apps)
Contact Database (113 other apps)
Custom Fields (130 other apps)
Data Import/Export (151 other apps)
Electronic Payments (118 other apps)
Email Integration (156 other apps)
Mobile Integration (121 other apps)
Social Media Integration (134 other apps)
Third Party Integration (175 other apps)

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#18 in Customer Service

View full ranking
28
10
5
0
13

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Groove also features in these categories:

Additional information for Groove

Key features of Groove

  • Assign support requests to coworkers
  • Add private notes to tickets
  • Detailed performance tracking metrics
  • Team and ticket tracking
  • App Store for additional features
  • Personal, non-generic emails
  • Support history and detailed profile information
  • Optional Knowledge Base
  • Customizable Support Widget
  • Easy-to-create articles
View All Features

Benefits

- Assign tickets to colleagues, insert canned replies, add private notes and more.

- Every customer’s entire conversation history in one place.

- Folders keep your support emails neatly organized.

- Metrics to help your team benchmark, set goals and get better.

- More than a dozen apps to make Groove fit your needs.