Groove

Vorteile

Erster Eindruck war sehr positiv, Groove bietet innovative Funktionen wie z.B. die Anbindung einer Knowledge Base und die API.
Groove hat eine übersichtliche Benutzeroberfläche, die einfach zu bedienen ist, auch wenn das aggressive blau einem irgendwann nervt, wenn man den ganzen Tag damit arbeiten muss...

Nachteile

Leider entwickelt sich Groove scheinbar nicht weiter. Als wir die Software vor einem Jahr eingeführt haben, wurde uns versprochen, dass ein Chat-Widget "in kürze" Verfügbar ist. Das ist leider bis heute nicht der Fall.

Außerdem ist die Software sehr oft sehr langsam und manchmal aktualisiert der Browser plötzlich das gesamte Fenster und alle Eingaben verschwinden.

Groove ist außerdem auf mobilen Geräten (Smartphones) nicht nutzbar. Zwar gibt es eine responsive Ansicht, die allerdings ist sehr fehlerhaft und man kann z.B. bei einem Ticket jeweils nur die letzte Nachricht lesen und kann nicht auf den Verlauf zugreifen.

Die Integrationen zu fremden Apps sind sehr begrenzt und nicht sinnvoll nutzbar. Wir haben das Mailchimp-Plugin installiert, was generell funktionstüchtig ist, allerdings nicht praxisorientiert. So klappt das Menü automatisch immer wieder ein und man muss bei jedem Ticket erst das Mailchimp-Menü in der Sidebar erneut aufklappen.

Groove bietet leider auch nichts wirklich neues, innovatives. Die Regeln können keine Antworten an den Absender versenden. Automatische Vorschläge aufgrund der Knowledge Base gibt es nicht. An einen Mailbot über Künstliche Intelligenz, wie die Wettbewerber das machen, ist nicht zu denken.

Vorteile

"GrooveHQ simplifies our customer experience and consolidates our capabilities so we can be efficient"

Nachteile

No live phone support. this makes it hard for us to deal with immediate issues we may have.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

It's clearly made by a team who has used other platforms and know the short comings of them all. They want to make the best system possible while also keeping it fast and easy to use. We've come up against no walls with trying to use it in the way we need to and when we've asked any questions, the team is friendly, down to earth and just want to help make life easy.

Shout out to Graham as well, love the work mate, thanks for the help!

Nachteile

Can't think of a thing. It's been great.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Vorteile

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

Nachteile

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

Vorteile

Easy to share inboxes with work colleagues.

Nachteile

Needs a contact book and hard to forward email within organization, forwarding or sending to 2 addresses does not seem to work well.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

Absolutely nothing - the team and company are amazing.

Vorteile

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.

Nachteile

The ability to log phone calls through Groove has be revolutionary to me. It's changed the way I work. However, the functionality of logging phone calls is a bit behind all other features of Groove; it still needs some work. But, considering that's the only downside (and, admittedly, not a huge deal), it's definitely not something to worry about or a deciding factor.

Vorteile

Groove works really well for our ticketing system. We can assign customer support tickets to various groups and people and we can track how they have moved throughout the system. Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place.

Nachteile

The only thing I haven't liked is that the auto-refresh function didn't seem consistent so there were times when multiple people responded to the same ticket because they didn't see that it had been closed. This has probably been updated with their new Beta.

Vorteile

* 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)

Nachteile

* It'd be nice if the Notes feature also had the rich text formatting options available (you can use them if you copy/paste though).
* It'd be nice if we could minimize past emails in a thread so we don't have to scroll through them all each time.

Vorteile

Especially after Groove published their new, intuitive dashboard, Groove is the most simple and beautiful solution, while also affordable especially for small to medium teams.

Nachteile

There are a few minor bugs, but you almost never notice them. Plus, their support team is super helpful with those, and they let you know as soon as it's fixed. Also, invoices can't be sent per email which is cumbersome for tax purposes.

Vorteile

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

Nachteile

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.

Vorteile

I like how easy it is to apply and filter tickets by tags, and the built-in snooze function to bring back tickets you can't answer at the present but don't want to forget about.

Nachteile

Seems to be laggy/buggy as email load increases to significant levels: the unread ticket count doesn't sync/can lag behind the actual unread ticket count.

Vorteile

It integrates with AccessAlly and Infusionsoft, is reliable, easy to set up and use, and has the ability to customize with your branding. It isn't very expensive and does what it is supposed to. It has the Knowledge Base and widget ability which is a huge plus. It doesn't make customers log in which makes it easier for them.

Nachteile

I'd like to see even more of an ability to customize the appearance of the widget and knowledge base.

Vorteile

I love this software because the ease of use and how helpful it is. We wanted to gather some analytics on how many request we get. This is the perfect product to use. It also helps use keep organize and able to assign different tasks to different people. Live changer.

Vorteile

Grrove is very easy to use works well with Salesforce. It has all the tracking features we love most.

Nachteile

I have nothing bad to say about Groove and we use it daily. My team likes the product very much and will continue usuing it.

Vorteile

Groove has the ability to track that emails have been opened. This is helpful for prospecting and client outreach. There is also calendar scheduling functionality that I plan to utilize further.

Nachteile

It would be helpful to track who specifically opened the emails that are sent, particularly if it is widely forwarded within an organization.

Vorteile

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

Nachteile

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

Vorteile

Ease of use. We started using it for support issues and it instantly made everything more efficient, allowing multiple people to weigh in on multiple issues without confusion.

Nachteile

Trying to figure out the best way to handle internal support issues without include clients.

Vorteile

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

Nachteile

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.

Vorteile

Created by an incredible company with a wonderful CEO who writes some great articles about business and entrepreneurship. It's the perfect support/ticketing tool for small businesses. Canned replies make it simple to send automatic replies to people. Also some features like filtering make the process easy too.

Nachteile

It's built for small businesses, so tools like Zendesk offer much more flexibility and advanced features as a business grows. The report is basic and sometimes inaccurate. The feature set is lacking when you grow to a 20+ person team.

Vorteile

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.

Nachteile

Not a big fan of the rating from customers

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

Theres not anything that I currently dislike about Groove.

Vorteile

User friendly, track tickets easily and monitor agent performance.

Nachteile

So far there is noting i hate about Groove.

Vorteile

Very friendly user interface and navigation.

Nachteile

I don't have complaints with the product.

Vorteile

Great way for multiple people to collaborate as one.

Nachteile

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

Vorteile

Groove HQ is designed with simplicity in mind, making it easy for teams to onboard and use without extensive training.

Nachteile

While Groove is generally user-friendly, mastering its more advanced features like automation rules and integrations may require a bit of a learning curve for some users.

Vorteile

Groove was super easy to implement in our project. They have a bunch of prebuillt features that are easy to add or configure from their web interface. It was pain free to add and from our testing, looks fairly robust. Customer support is also super helpful and quick to respond.

Nachteile

There was a cosmetic feature lacking from their software but after a quick chat with their customer support, they added the feature we were missing within a week!

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

The thing I like the least about Groove is being unable to set tickets to pending. This is a functionality that was replaced by a "Snooze" feature in Groove 2.0. I think it says a lot about a product that the thing I like the least was replaced by a potentially better feature that I just need to get used to and determine how to make work for my needs.

Vorteile

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.

Nachteile

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.

Vorteile

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!

Nachteile

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.

In Betracht gezogene Alternativen

Vorteile

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.

Nachteile

Mobile can be a bit challenging but it's gotten better over time.

Vorteile

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

Nachteile

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

Vorteile

It is good to keep track of all the support requests that we get in. It's a great way to keep on top of issues reported by clients.

Nachteile

The user interface can be slow sometimes to use, but I think they are doing a refresh soon so hopefully that will solve it.

Vorteile

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.

Nachteile

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.

Vorteile

The ability to support multiple projects within the same subscriptions is great. Since the recent revamp, the only thing that didn't support multiple projects, the knowledge base, now supports this. We manage a few completely different projects so its great that they are all supported under the same account.

Nachteile

Since the revamp, not much... I wish the small side navigation menu had a pull out version that actually had text for the navigation... on a large monitor i don't need to save the screen real estate and the icons are not the most intuitive. Not sure if there are hover over tool tips but if there are they don't seem to work for me so I find myself clicking through a few icons until I find what I want.
If I was being really picky, a mobile app for the inbox would be useful so I can respond to questions even if Im out and about, but it isn't a deal-breaker for us.

Vorteile

(see my review on previous page)

Nachteile

(see my review on previous page)

Vorteile

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.

Nachteile

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

Vorteile

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).

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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!

Nachteile

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.