Groove 2.0

Helping teams provide personal support at scale.

A new and better way to support your customers. Groove 2.0 helps you turn your customer interactions into meaningful conversations and stronger relationships. Comprised of a simple yet powerful multi-channel shared Inbox, Knowledge Base, and Reports, Groove 2.0 is a perfect alternative to overly complicated and overpriced help desk solutions.

Around the web

Reviews

  • Joy Healey
    Joy HealeyPart-time blogger and Internet Marketer
    Pros: 

    That it has a free trial without credit card
    That there is an affordable option for small businesses

    Cons: 

    Not found any

    It's so important that customers with complaints or just questions are handled carefully. I always judge a company as much by the quality of its customer service team as by the product.

    Joy Healey has never used this product.
  • Dana Gore
    Dana GoreLearning As I Go
    Pros: 

    Customer service is SO important - so anything that makes it easier to communicate with them is a big deal.

    Cons: 

    I don't see any cons yet

    Speaking for myself, I like to know that if I had questions, I could talk about them in a place dedicated to solving problems (especially with anything technical). This is clearly a win-win for both creators and users of products.

    Dana Gore has never used this product.

Discussion

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Alex Turnbull
Alex TurnbullMaker@alexmturnbull · CEO
Hey everyone! I’m Alex, CEO and founder of Groove. First of all—thanks so much for hunting Groove 2.0. We’re extremely excited to share our hard work with the Product Hunt community! For the past 2 years, we’ve painstakingly torn down, rethought, and rebuilt nearly everything we spent the five years prior working on. And now, we’re finally here, ready to share the culmination of an incredible amount of hard work by a team that continues to amaze me. Groove 2.0 has been rebuilt from the ground up to be up to 8x faster and far more powerful than it has ever been. 🚀 We’ve introduced game-changing new features for better collaboration, and a new reporting platform that gives teams unparalleled insights into their performance. And, perhaps our longest-standing customer request, we’ve rebuilt our Knowledge Base product from the ground up to be the absolute best option for help docs on the market. The new Groove 2.0 consisting of Inbox, Knowledge Base, and Reports is available to everyone starting today. We’re not done improving yet so be sure to keep an eye out as the rebuilt version of Groove becomes the baseline for further developments. In the meantime, we’d love everyone’s feedback on Groove 2.0 and all of its functionalities, so we can continue making it better for you. Cheers, Alex
Vinish Garg
Vinish Garg@vingar · Co-founder @mystippi @ContentHug
@alexmturnbull Saw your email earlier today and replied too. Looking forward to the new product experience!
Alex Turnbull
Alex TurnbullMaker@alexmturnbull · CEO
@vingar 👍
Mark Kingston
Mark Kingston@mark_kingston
@alexmturnbull Hi Alex - I was really excited to hear you would be blogging again. We really valued the content you created in the past about your journey and we're excited to read more from you via your Founder's diary. Thanks for the quality, insight and consistency of your writing. Cheers, Mark
Alex Turnbull
Alex TurnbullMaker@alexmturnbull · CEO
@mark_kingston Thanks for the feedback. I'm stoked to be back! In my next week's post, I will share more juicy details about building Groove 2.0 and the final months of 2017 which were the hardest of my professional life.
Gaston Morixe
Gaston Morixe@gastoooooooon
@alexmturnbull Congratulations Alex and all the team! Looks awesome 🥂
Yuval Halevi
Yuval Halevi@yuval_halevi
Clean and beautiful. Love it! Bad customer support can make me really hate a company (personally) It’s so important to provide your customers high quality & fast respond and it seems Groove can really solve it.
Agata Krzysztofik
Agata KrzysztofikMaker@agatakristo · Head of Growth @Groove
@yuval_halevi I feel you! Good customer support is one of the main reasons for me to recommend a company / product to my friends. If the experience is bad, I never return. That's why I personally love working for Groove. We really care about making customer support better and solving the problems that many companies face when using other customer service solutions.
Itai Elizur
Itai Elizur@itaielizur · COO at InboundJunction
Looks cool. Love that is integrates with all my current stack of tools!
Alex Turnbull
Alex TurnbullMaker@alexmturnbull · CEO
@itaielizur You can find a full list of our integrations here: https://www.groovehq.com/integra... we are also working on adding Jira, Asana, and Amazon integration.
Bernardo de Castro
Bernardo de Castro@bernardocastro · Back-end Dev, Founder the Bybrand.io
@itaielizur @alexmturnbull Good read that are working with integrations. I searched the API endpoints and did not find a method to update the agent or mailbox email signature (via API) I would like to integrate Bybrand https://www.producthunt.com/post... with you. Will be that improving the API method is in the Groover 2.0 product timeline?
Nick McCreath
Nick McCreathMaker@nick_mccreath · Chief Product Officer @GrooveHQ.com
@itaielizur @alexmturnbull @bernardocastro Heya Bernardo 👋 What you found there is the customer API. We have a bunch of native integrations lined up, but drop us a line at support@groovehq.com and we can see how we could potentially integrate.
Erik Emanuelli
Erik Emanuelli@erikemanuelli · ProBlogger
I recently had a terrible customer experience with HostGator. As a small business owner, I strongly rely on the support of my hosting provider. I just discovered Groove 2.0, and it looks like big companies such HG could improve their (weak) customer service, by starting using this software. Make it simple, make it better! Well done, @alexmturnbull !
Alex Turnbull
Alex TurnbullMaker@alexmturnbull · CEO
Thanks man!
Emily Kenned
Emily Kenned@emily_kenned · Designer, Tech Geek
@alexmturnbull @erikemanuelli "I recently had a terrible customer experience with HostGator." I honestly think that no one ever had a good experience with HostGator support. Someone needs to pitch them groove
Alex Turnbull
Alex TurnbullMaker@alexmturnbull · CEO
@erikemanuelli @emily_kenned We would love to help HostGator improve their customer support experience! Send them our way :) Groove is a great tool for both small and big businesses like HG. Many of our customers significantly boosted their response time and customer satisfaction ratings after moving to Groove.
Erik Emanuelli
Erik Emanuelli@erikemanuelli · ProBlogger
@alexmturnbull @emily_kenned I'm a HostGator customer since almost 10 years. I used to be really happy of their services, then the quality of the customer support started to decline in the last couple of years. I think the big change came with Hostgator being sold to Endurance International Group. Why do they not invested in keeping a great support to their clients? Instead, whenever there's was an issue, I kept talking with people not willing to help me and giving me general answers (I always used the chat). And I have a dedicated server with them, not a tiny shared account. So yeah, next time I talk with them, I'm going to pitch Groove.
Alex Turnbull
Alex TurnbullMaker@alexmturnbull · CEO
@emily_kenned @erikemanuelli that's sad to hear that the quality of their customer support has suffered so much. I truly hope that they improve it. Let them know that we are here to help.
Stacey M Breeden
Stacey M Breeden@stacey_m_breeden · ZzZz..
I have a good slogan for you: "Groove. Support your customer support" 😉 Customer support has such a big impact on company branding... 99% of the companies have BAD customer support. That's why when have a company have good support you actually remember it. Your product looks great. Good job
Agata Krzysztofik
Agata KrzysztofikMaker@agatakristo · Head of Growth @Groove
@stacey_m_breeden I love the slogan! I couldn't agree more on the importance of customer support. According to the Walker research, by 2020, customer experience is predicted to overtake price and product as the key brand differentiator. Companies will need to start focusing way more on revamping their customer support if they want to survive.
Stacey M Breeden
Stacey M Breeden@stacey_m_breeden · ZzZz..
@agatakristo I'm glad you like it haha. @agatakristo There's any way to know when a company is using groove? Like a stamp in their site that proof the users that their customer support is in high quality?
Agata Krzysztofik
Agata KrzysztofikMaker@agatakristo · Head of Growth @Groove
@stacey_m_breeden not really because the beauty of it is that the customer doesn't even notice you are using a customer support software. The emails are still looking very personal and that's what people love about it the most.
Gail Gardner
Gail Gardner@growmap · Small Business Marketing Strategist
@stacey_m_breeden @agatakristo I agree with this. The pendulum of corporations who don't care and small businesses who prefer not to interact personally has swung too far one way and will swing back as those who "get it" and offer good customers support take business from them.
Agata Krzysztofik
Agata KrzysztofikMaker@agatakristo · Head of Growth @Groove
@stacey_m_breeden @growmap that will be especially important with the current "chat bots movement". Chat bots can be of great help in many situations and can significantly speed up the response time. At the same time, a good balance is needed to make sure that customers have a choice. If they prefer a more personal and human interaction (even if that means waiting a bit longer), companies should offer them that option.