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

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

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

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

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.