Avis clients sur Groove

Best way to manage your customer support network

Avantages :

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.

Inconvénients :

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.

Groove helps us to improve our service to employees and clients

Commentaires : It helps us to have an overview of all communications with employees and clients and make it easy to assign communication or tasks to different departments or persons.

Avantages :

We like groove because everybody in the team has access to the shared mailbox, but only the tickets who needs attention. In compare with a shared mailbox, or shared e-mail address where you have to read all e-mails, is in groove only visible what needs to be done. The groove team is continuously improving the systems and in case of questions their support team is really helpful.

Inconvénients :

It miss sometimes some functions you are used to have from your e-mail program. However, it brings you to rethink your work progress, or in case it's really important you can contact Groove and they are always open to help you.

Not nearly as efficient as Outreach

Commentaires : I am sending prospecting emails to break into new accounts and reach new customers. It helps me to have tracked tasks and efficient email and call outreach day in and day out.

Avantages :

I do like that I can organize the order of the people I'm reaching out to in my flows. There are a few really good things about Groove from a flow building and Salesforce data retention front that are helpful.

Inconvénients :

Coming from Outreach, Groove isn't nearly as powerful or easy to use. There are so many things I preferred to do in Outreach that I can't do in Groove. Outreach's bulk import, the quick way to search for contacts that had been contacted just by searching the domain, looking at past email conversations, and better insight into email engagement are all things I had in Outreach that are glaringly missing from Groove. Groove feels clunky to me in how it interacts with my Gmail/Calendar and it's felt like more of an obstacle than an enabling software.

Great solution

Avantages :

What I liked most about GrooveHQ is its seamless integration of artificial intelligence, which has drastically improved our response times and accuracy. The centralized ticket management system ensures no request gets lost, and the overall organization of emails has streamlined our communication processes. Additionally, the support team is incredibly responsive, and the pricing is unbeatable for the value it provides. This combination of features has truly optimized our customer service operations.

Inconvénients :

While GrooveHQ is overall an excellent tool, one downside is that the initial setup and customization can be somewhat time-consuming. It took us a bit of time to fully configure the system to meet our specific needs. But we switch from solution used since 8 years

Easy to manage the knowledge base & ticketing system!

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

Avantages :

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

Inconvénients :

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

Human-centered ticketing system

Commentaires : Groove is the smartest "abstraction layer" over email I've seen so far. We don't think in terms of E-Mails any more (you wouldn't know there are any), but individual customer threads in a proper ticketing system.

Avantages :

Consider that pricing is not related to the amount of emails you receive or send. The ticket archive keeps growing, but you don't pay more over the years. That's great.

Inconvénients :

The interface is not as snappy as a desktop email client, so there is friction when you start using it. But as far as web technology is concerned, it's as good as it gets.

Great business email provider

Commentaires : It has been easy to transition over from Gmail. I like the email templates you are able to set up for quick responses.

Avantages :

To be able to work as a team and be able to jump in and help out if they are out.

Inconvénients :

There is nothing that I don't like about Groove.

Great Email software

Commentaires : I personally like Groove and it is very user friendly, I have always been an outlook user but the transition was easy.

Avantages :

The read confirmation function and the post it notes - helps us communicate internally without the client seeing.

Inconvénients :

Not being able to reply to an earlier thread of conversation.

Awesome App!

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

Avantages :

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

Inconvénients :

Theres not anything that I currently dislike about Groove.

Groove HQ is awesome!

Commentaires : 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.

Avantages :

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

Inconvénients :

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

Great look, needs some work on search and reporting

Commentaires : 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.

Avantages :

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

Inconvénients :

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

Merchline.com - Nate Murray review

Commentaires : 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.

Avantages :

(see my review on previous page)

Inconvénients :

(see my review on previous page)

Could be better

Commentaires : I use groove for support requests for my software.

Avantages :

I like emails organized as tasks/support requests. This was major feature why I moved from emails.

Inconvénients :

Emails are always expanded. If there is long discussion emails are getting longer and longer and then they are unreadable. Another very missing feature is ability to split emails into new ticket - users very often send new email using "Reply" on very old email and removing original content, event replying to email half year old, so this reopens old ticket instead of creating new one . Maybe there should be time limit when email reopens old ticket or creates new one.

Easy and affordable

Commentaires : Their support is AMAZING. They always respond quickly and friendly. Problems are quickly fixed. Suggestions are always considered. I often receive updates on my feature requests.

Avantages :

Groove is great value for money. Functionality is updated all the time. The new 2.0 software looks awesome and is easy to use.

Inconvénients :

It's still a bit limited in functionality, but that's nitpicking.

Best Tool I use!

Avantages :

Easy to navigate and organize messages, love the accuracy when dealing with customer and that it integrates to my Slack

Inconvénients :

Wish it was easier to toggle between assigned users, now it is difficult to respond then have to go back in to reassign.

The most powerful communication software I know

Avantages :

I absolutely love the broad automation functions of Groove that optimise all of my outbound communication and the tracking behind it. In my opinion Groove the most important software beneath Salesforce for any sales professional. It safes time, brings efficiency and transparence to my daily worklife. Especially the tracking of my own sales activities tackles a big pain of mine.

Inconvénients :

There is actually no weakness of this software. I really like and use many of Grooves functions.

Excellent support and a pretty great product too.

Commentaires : Very good. You keep making improvements.

Avantages :

The primary functionality that Groove provides (help desk, communication between users, etc…) is quite good.

Inconvénients :

Groove should be able to suggest canned or unique replies to tickets based on our content.

I hope this is the right Groove :)

Commentaires : It Helps me keep my sanity! If this is the Groove that I am reviewing, the ability to put on my playlist and headphones keeps me sane :)

Avantages :

Okay, so at first I was a bit upset about having to learn a new music player through Microsoft. But I quickly embraced the Groove and love to use it!

Inconvénients :

I haven't had time to go through and learn all of the features and so I am not sure what I am missing. There wasn't a tutorial that I saw when it got installed and I think that would have been helpful.

Groove is nice and simple, but lacks one key feature

Avantages :

- very easy to use, and makes resolving issues quick and painless - collaboration is simplified, and the ability to customize tickets is useful

Inconvénients :

- reporting. Groove has it, but it is very limited in its functionality. there's no way of monitoring progress or tracking actions

Great way to handle day to day customer issues

Avantages :

The email integration is perfect and it's fairly simple to get used to. The ability to create different templates to use is a huge time-saver.

Inconvénients :

The edit field for emails is pretty wonky and can get frustrating if you like to write and then go back to edit. Otherwise great.

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

Avantages :

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.

Inconvénients :

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.

The most easy to use and transparent support app

Commentaires : We've been switching from our previous (free) support system over to a new one lately. After testing a dozen of different services in process, we instantly fell in love with Groove in just a few days of live usage – especially with the clean and modern interface and the knowledge base functionality. Even though Groove lacks a few minor features, we've been informed they are on the roadmap already. In addition to this, Groove's got the most responsive and friendly team we've ever encountered, which is great and makes a lot of sense for a company creating a support system. Definitely not going anywhere anytime soon!

Avantages :

- Clean and modern interface - Awesome knowledge base functionality - Great support and development team - Overall ease of use - Lots of integration possibilities - Best value for money

Inconvénients :

We've missed a few features from our previous system, such as a possibility to split tickets and a more functional rich text editor. However, the guys at Groove promised us they're planning to get this into one of the next releases :)

Groove HQ Online Help Desk

Commentaires : 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.

Avantages :

Simple design, and easy to learn.

Inconvénients :

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

The only helpdesk you need for your SaaS Business

Avantages :

Easy to setup. Multiple inboxes and ticket handling. Widget to include knowledge base into the web app.They have good decent integrations like facebook, twitter, slack.

Inconvénients :

Can't show related articles when you open any article in the knowledgebase section. Layout customization could have been easier.

A service-ticket platform with loads of features!

Commentaires : 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.

Avantages :

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

Inconvénients :

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