Avaliações do Groove

Best way to manage your customer support network

Vantagens:

My favorite feature in Groove is the canned replies. If you get frequent support tickets and need an easy answer for them, you can write them early and pull them out to answer the same question over and over again. I use Canned replies for our Proactive Support. We let our clients know the issues they are having before they even know they are having them.

Desvantagens:

Frequent updates move features around and sometimes makes it difficult to find something that you use every day. Also they have a feature in which you can halt a reply for sending up to 30 seconds after hitting send, though it does not work for emails you start. Only ones you reply to.

Easy to manage the knowledge base & ticketing system!

Comentários: Knowledge base & ticketing system at the same tool makes the life easier with Groove.

Vantagens:

It's easy to manage the knowledge base & ticketing system mainly for SaaS companies with Groove.

Desvantagens:

They can offer more features to customize the webpage of knowledge base.

Longing for more features and better metrics

Comentários: Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.

Vantagens:

Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base. You can make rules to send things to various folders, which is nice. It has integration with our NPS software (Delighted).

Desvantagens:

Groove lacks a significant amount of features. You can only view metrics based on pre-determined periods of time and you cannot adjust on a custom range. You have no easy way to view how many tickets an agent answered in the prior day. You can't pull random tickets for QC. You can't add tags to your knowledge base articles. Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend. You can't set "office hours" so that you'll automatically send a different auto-reply based on whether you're in the office or not.

Groove HQ is awesome!

Comentários: The overall experience with Groove was fantastic. It's a great product for the price and we were very pleased with the product from start to finish.

Vantagens:

Ease of use, quick and effective customer support. Modern feeling UI.

Desvantagens:

I didn't have any cons to using Groove that I can think of.

Easy to use and very efficient!

Vantagens:

The whole set up is very easy to use, the AI features was a complete game changer for my daily work. I use it daily (almost 2-3 hours working through Groove emails) and receive suggestions, summary and edit the message according to the customers I am sending it to feels great and changed the pov for our customers too as they felt communication was more personalised. New features notification helps me being always up-to-date with new implementations, and quick video explaination made a huge difference for my team too.

Desvantagens:

Not a big fan of the rating from customers

Best of the Best

Vantagens:

* Easy to setup * Easy for team members to use * Simplicity is the ultimate sophistication

Desvantagens:

Absolutely nothing - the team and company are amazing.

Go Groove!

Comentários: Overall, Groove has been pleasant and has accomplished our main goal of gaining visibility into the requests coming to our team and allowing members to assist in the event someone is out of the office.

Vantagens:

Groove has been a game changer for our Finance team! It has allowed us to successfully gain visibility into the various requests from our customers and is playing a huge role in team members being able to support each other more effectively! Even though we aren't using the platform in it's true intent of a "ticketing" like system. It has still managed to help us with our number one priority of allowing our team to fully support each other without having to create and manage several shared mailboxes in Outlook. The Groove support team has been helpful when needed. Overall, we would recommend this platform to other businesses.

Desvantagens:

Groove lacks the capacity to export the data analytics provided in the report’s dashboard. This would be SUPER beneficial going forward!

Awesome App!

Comentários: Overall, my experience with Groove has been great! It's made emailing a lot more easier and feel more organized.

Vantagens:

I like the ability to tag emails to better sort them, and being able to have multiple inboxes in the same location

Desvantagens:

Theres not anything that I currently dislike about Groove.

Best Ticketing System

Vantagens:

User friendly, track tickets easily and monitor agent performance.

Desvantagens:

So far there is noting i hate about Groove.

Groove Review

Comentários: Great collaboration tool that helped achieve the goals set within the company.

Vantagens:

Great way for multiple people to collaborate as one.

Desvantagens:

Not many people within the company were familiar with it or had used it in the past.

Great look, needs some work on search and reporting

Comentários: 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.

Vantagens:

Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy

Desvantagens:

Search, snooze options are limiting and need to be available when I'm composing a message, reporting

Manages our support inboxes with ease!

Vantagens:

Groove does what it sets out to in the most simple and easy to use manner. Shared Inboxes allow teams working on programs to efficiently respond to members. Coming from emails request with multiple recipients we ran into a lot of collision (having multiple agents respond simultaneously), but now you can see when/if a message has been answered and even when another agent is reviewing or responding IN REAL-TIME! Not to mention canned-replies allow teams to hone responses to common questions and agents can send accurate answers, consistently!

Desvantagens:

Searching for closed requests can be difficult, especially when searching for a particular issue. You can use tags, however it would require tagging every message, consistently while predicting queries necessary in the future.

Helps keep support and sales on track

Comentários: We have been using groove to ensure timely communication with new clients and that check-ins with clients are performed at the correct intervals. For sales we use it to ensure that no one gets missed in the follow up process after demos or leading up to a demo.

Vantagens:

I like the automatic reminders about what needs to be done each day. It takes the guess work out of what you should be doing first or next when you sit down to start your day. It is easy to use when setting up flows and integrates well with salesforce.

Desvantagens:

There are some things that would be great if you could automate, like adding people into flows when specific actions happen. I have tried to make some of this work but ended up being more trouble than it was worth.

Merchline.com - Nate Murray review

Comentários: Hey guys, really enjoy the product. Keep up the great work. Here is some feedback from using the app for over a year now: The search function has become better than what it used to be, but it still has a long way to go. We have all of our tickets synched to a webhook we set up in our Slack account, and we find ourselves searching within Slack to find details/tickets/customers within that channel with far greater effect than searching natively within Groove. The relevancy of searches doesn't make sense most of the time, and searching for the details that we need just takes too much time sifting through when searching within Groove. There needs to be a way to effectively view/sort Labels. I can see the list of Labels we've created by going to Settings > Ticketing > Labels, but I have no way to view the tickets that have been assigned those Labels. Doing a search for the text string of the Label within the Search field doesn't always produce results. The ability to label tickets and then be able to categorize them and efficiently reference them is a bit imperative. Overall, pleased with the ease of use of the app, and overall interface. These features above will only enhance and make it better from our opinion.

Vantagens:

(see my review on previous page)

Desvantagens:

(see my review on previous page)

Love the company and the product

Comentários: Great blog and support from Groove. I've learned a lot about providing great customer service to my clients.

Vantagens:

It is easy to use and fits my need as a small company. It just fits that we can use email for support and use Groove as a way to manage that interaction. The knowledgeable is very helpful for us.

Desvantagens:

There are features I don't use but no complaints.

Simplified ticketing for small teams

Vantagens:

Groove has some great features: Mailboxes (with assigned teams) with incoming email addresses for different topics, canned replies, tagging, assignment, email notifications. The interface is intuitive even for my veteran staff, and the Zapier integration is a bonus!

Desvantagens:

Groove lacks customizable embeddable web forms, so you are stuck with their big green "?" or a workaround via email Zapier. Reporting could be better - more details helps managers make better-informed judgements about staff performance.

The simplest and most effective support software to keep track and communicate with customers

Vantagens:

I like how easy it is to setup and get started. If you know how to use an email inbox then you know how to use Groove. It allows you to automate communication with your customers and keep up with any support questions they have. The add on's like Knowledge Base is great too so that you can add all the frequent questions and proactively provide answers.

Desvantagens:

It does need a lot better reports to understand how well support issues are being handles. I hear in the upcoming version this is a lot more powerful and has a lot more features.

Helps keep prospects warm and up to date.

Comentários: Use it every single day, could not do my job without a tool like this. Support is very quick to address any challenges or issues I face.

Vantagens:

Helps me with my day-to-day sales grind. Tracks my calls, emails, linkedin messages, texts even, and integrates back into my Salesforce and ZoomInfo accounts.

Desvantagens:

Could have better tracking functionality, linkedin for example would be great to be able to track engagements.

Best Customer Support Service for Startups

Comentários: We've been using Groove for 2 years, and it has never disappointed. From answering our very first customer support questions before our product launched, to a full team of 8 reps actively using, it has all of the features and simplicity to meet you wherever your organization is.

Vantagens:

The company lives and breathes customer support. You can see it in their product, but the blog and product support are amazing extensions.

Desvantagens:

No mobile app yet..

Simple ticket management & knowledge base

Vantagens:

As a very small team that didn't need tons of bells and whistles, Groove is a great way to manage support tickets and a knowledge base. It's easy for team members to assign/collaborate on tickets, leave notes for other agents or for their own internal reference, merge multiple tickets, tag tickets, etc. Customer service is very good -- they're quick to respond and very friendly.

Desvantagens:

The reporting is not as robust as more expensive competitors, though this should be expected at the price range. This might have only been a minor use case issue for us, but we didn't like that we couldn't send internal emails from one Groove mailbox to another. Also, you need another email address or integration with something like Slack to be notified when you're tagged in a note.

Takes custom support to the next level

Vantagens:

Helped our team consolidate operations around helpdesk/customer service emails and assign issues to the appropriate team right away as opposed to forwarding a bunch of emails

Desvantagens:

Needs a better way to filter out mail that you don't want coming in to the queue

A service-ticket platform with loads of features!

Comentários: Groove lets us get feedback from our users when something isn't working and allows multiple people to work on a single issue with notes and actions tracked within the service.

Vantagens:

The ability to track customer service tickets within our team, and get notified when a ticket is submitted via slack integration

Desvantagens:

Currently, Groove is meeting all of our needs as a ticketing platform,

Groove is very intuitive and makes it easy to answer a lot of tickets in not a lot of time.

Vantagens:

I love the canned responses, the integration with our help center, and the ability to merge tickets.

Desvantagens:

The "undo send" feature doesn't always work when I need it to. It also sometimes provides random names for our users, so I always have to double check that I'm addressing the right name.

Inexpensive FAQ platform

Comentários: we use groovehq purely for managing our FAQ. it's very inexpensive to have a single-user account and handle the FAQ. most of our cs issues happen within our facebook fan page so we haven't used the CS component much.

Vantagens:

ticket-based cs management easy to setup, inexpensive faq platform

Desvantagens:

does not have bulk mailing with templates

Groove HQ Online Help Desk

Comentários: Groove is a powerful tool that any startup team should have. It's incredibly easy to learn. Don't be fooled by its ease of use and simple design though. I've used many similar products before, but Groove surpasses them all. It makes it seamless to communicate with my team and my company's clients. Groove eliminates cluttered inboxes and makes managing multiple tasks simultaneously a piece of cake.

Vantagens:

Simple design, and easy to learn.

Desvantagens:

No real cons, but when searching for tickets it could be easier to see what is open, and what is closed.