Groove 2.0

Helping teams provide personal support at scale.

4.8/5
About

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.

Would you recommend this product?
Entrepreneur

After using the free trial a bit I'm amazed how easy it integrates with my other already used tools, great job on that!

Pros:

Works with the tools you are already using: Groove 2.0 is integrated with your other favorite tools such as Stripe, Trello and Shopify.

Cons:

Doesn’t offer SSO/SAML for users

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Chief Product Officer @GrooveHQ.com
Hi Antu, Thanks for the feedback! While we would have loved to launch with SSO/SAML, we decided to table that feature for initial launch and focus on features that would benefit the majority of users. Now that we have Groove 2.0 out the door, we will be working on fine tuning the product based off the feedback we get from our customers for the next few weeks and then picking up SSO/SAML along with a couple other features which will be geared to more Enterprise level accounts. Have an awesome day, Nick
HR Tech Manager/HR Trendwatcher. Brazil!

Please support us with Trello integration. Make videos, tutorials or whatever. Thank u guys.

Pros:

Fast and easy for to use.

Cons:

Can´t delete inbox msg using key delete and Trello integration isn´t clear how we can use.

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Head of Marketing @Piktochart
Thanks for your feedback, Lucas. We are planning to add more tutorials and step-by-step guides soon. In the meantime, if you are having problems with the Trello integration please reach out to support@groovehq.com and we would be more than happy to guide you through the process.
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Chief Product Officer @GrooveHQ.com
Hi Lucas, Nick here, from the product side ✌️ As @agatakristo mentioned we have a bunch of tutorials in the works - but if you are struggling finding your way around the integration, please drop us a mail at support@groovehq.com and our team will give you a hand. Regarding the shortcut keys, we don't have a delete key as it is quite a destructive action (we did consider it), but do have shortcuts to both close a conversation ("shift+c") and also one to mark as Spam ("i"). Let me know if there's anything else 🤘
Read, write, coffee, code, repeat.

I love the design.

Pros:

Clean overview of all conversations across channels. You can finally say goodbye to emails slipping through the crack.

Cons:

API documentation requires some improvement

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Part-time blogger and Internet Marketer

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.

Pros:

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

Cons:

Not found any

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CEO
thanks for the feedback @joy_healey ! Indeed, Groove is a great option for small businesses. It's easy to get started with and scales with the business. All without breaking the bank.
CEO and Co-founder of The Hoxton Mix

I'm a big fan of Groove, it's enabled us to keep on top of our inbox and easily assign tickets it to any team member or group.

Pros:

Groove makes life a lot easier on our support team, it has lots of integrations out the box - Slack being an important one for us.

Cons:

I'd like to see a native app.

Chief Product Officer @GrooveHQ.com
Hi Chris, Great to hear that we helping you and your team out! We have had a lot of valuable feedback come in over the last year on the usability and feature requirements needed for a native app (in addition to our mobile web app). While we haven't got it scheduled up just yet with a release date, we currently do have something in the works for a little later on this year 🤘 Have an awesome day, Nick
Learning As I Go

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.

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

CEO
Thanks for your feedback, @mrsdeegee! That's the reason why I decided to build Groove. I had a small business and I was struggling to keep up with support emails while using Gmail. Email is built for communication, not collaboration. With four employees trying to use the same support email inbox, our team’s work was a huge burden to track. A ton of stuff was slipping through the cracks. So I looked for a better solution and found that the customer support tools on the market were way too complex. Packed with features that I’d never use, the help desks I tried were all cluttered and overwhelming. Groove is a simple tool that helps your team deliver personal customer support. No clutter. No complexity. No extra features to confuse and overwhelm you.
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Mastermind of Support at Ministry Sync

Tagging coworkers for input is simple. All your conversations can be in one place.

Pros:

Multiple KBs-We just killed off our legacy KB on another service and added it to Groove.

Cons:

Triaging is difficult because priority is starred or unstarred

Designer & Entrepreneur

Try it and compare it to what you are using today! Groove is dancing to the beat of its own drum and I'm digging the beat.

Pros:

It is the easiest solution and transparent. Our customers just talk to us and we can handle communications from all inboxes with ease.

Cons:

I want to paste video and images into responses like you can in GMail.

Internet Grandma

Bad Customer service will surely kill any business! Repeat business is a sure thing when your customer leaves with a good experience.

Pros:

I really like that they offer a free trial with no credit card needed. I also see that they will be offering a Live Chat in the future.

Cons:

None Found..

My life changed when I found Groove. I can manage multiple emails for multiple jobs without a problem. Instead of checking 7 individual accounts, I now only have to open one website where I can tag, move, and add notes to anything sent my way!

Pros:

I didn't have enough characters, lol! Tagging, starring, and notes Logging phone calls (!!!) Snoozing, so you don't forget to follow up

Cons:

Nothing notable!

Software Developer, Blogger

It is the perfect product to support your customers.

Pros:

The best thing any product can provide is FREE trial and Groove 2.0 is giving that to people.

Cons:

Not found any

Founder of CodeFund

We use Groove 2.0 on https://CodeFund.app to help us stay connected with our customers. Because we are only a 2-person team, the async nature of Groove works much better for us.

Pros:

* One price for everything * Excellent support * Knowledge base

Cons:

I haven't found any.

CS will be more important that ever in 2019 — and this tool does the job perfecty! Highly recommended.

Pros:

Customer Support At Its Best

Cons:

Can't think of any yet!

We've cancelled our account and got confirmation. Got billed the next month. I guess this is how Groove conducts business.