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.

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

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.

Support software by people who excell at giving support ;-)

Avantages :

If you judge support software by the quality of the way they offer you support , this is the right address. Also hardly any downtime since the day we started using Groove (december 2017!). And the whole product is frankly super easy to implement and get people onboarded on.

Inconvénients :

Their roadmap is quite full so some stuff on our wishlist can take time to get implemented but eventually it does ;-)

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.