GrooveHQ Features
What are the features of GrooveHQ?
Platform
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- Attachments/Screencasts
- Ticket Collaboration
Communication Channels
- Email to Case
Productivity Tools
- Notes
- Internal Discussion
- Templates
- Tagging System
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GrooveHQ Categories on G2
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Platform
Mobile User Support | Based on 47 GrooveHQ reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 72% (Based on 47 reviews) | |
Customization | Based on 66 GrooveHQ reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 81% (Based on 66 reviews) | |
User, Role, and Access Management | Based on 67 GrooveHQ reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 88% (Based on 67 reviews) | |
Integration | Based on 51 GrooveHQ reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 89% (Based on 51 reviews) | |
Reporting | Based on 67 GrooveHQ reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 78% (Based on 67 reviews) | |
Dashboards | Based on 70 GrooveHQ reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 82% (Based on 70 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 74 GrooveHQ reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 93% (Based on 74 reviews) | |
Ticket Response User Experience | Based on 78 GrooveHQ reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 93% (Based on 78 reviews) | |
Workflow | Based on 78 GrooveHQ reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 89% (Based on 78 reviews) | |
Automated Response | Based on 69 GrooveHQ reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 90% (Based on 69 reviews) | |
SLA Management | See feature definition | Based on 44 GrooveHQ reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 87% (Based on 44 reviews) |
Attachments/Screencasts | Based on 79 GrooveHQ reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 88% (Based on 79 reviews) | |
Ticket Collaboration | Based on 75 GrooveHQ reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 92% (Based on 75 reviews) | |
Customer/Contact Database | Central repository for account and contact information This feature was mentioned in 55 GrooveHQ reviews. | 85% (Based on 55 reviews) |
Communication Channels
Email to Case | Based on 73 GrooveHQ reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 93% (Based on 73 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live 40 reviewers of GrooveHQ have provided feedback on this feature. | 84% (Based on 40 reviews) | |
Social Media Integration | Based on 39 GrooveHQ reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 82% (Based on 39 reviews) | |
Voice | Based on 26 GrooveHQ reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis. | 78% (Based on 26 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. This feature was mentioned in 49 GrooveHQ reviews. | 87% (Based on 49 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. 46 reviewers of GrooveHQ have provided feedback on this feature. | 88% (Based on 46 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices This feature was mentioned in 29 GrooveHQ reviews. | 79% (Based on 29 reviews) | |
Personalization | As reported in 37 GrooveHQ reviews. Gives the user targeted, personalized results based on their activity or preferences | 88% (Based on 37 reviews) |
Self-Service Platform
Branding | As reported in 39 GrooveHQ reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 85% (Based on 39 reviews) | |
Automation | As reported in 37 GrooveHQ reviews. Automates some or all operation related tasks | 84% (Based on 37 reviews) | |
Artificial Intelligence | Based on 20 GrooveHQ reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 84% (Based on 20 reviews) | |
Integrations | As reported in 37 GrooveHQ reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 86% (Based on 37 reviews) |
Productivity Tools
Notes | Based on 67 GrooveHQ reviews. Allows users to leave notes or comments on emails or relevant cases. | 93% (Based on 67 reviews) | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. This feature was mentioned in 66 GrooveHQ reviews. | 89% (Based on 66 reviews) | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. This feature was mentioned in 62 GrooveHQ reviews. | 90% (Based on 62 reviews) | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. This feature was mentioned in 55 GrooveHQ reviews. | 87% (Based on 55 reviews) | |
Templates | Based on 67 GrooveHQ reviews. Allows users to create canned answers or templates for email responses. | 91% (Based on 67 reviews) | |
Integrations | As reported in 52 GrooveHQ reviews. Integrates without outside software to provide additional functionality or pull information. | 87% (Based on 52 reviews) | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. This feature was mentioned in 69 GrooveHQ reviews. | 93% (Based on 69 reviews) |
Analytics
Trends | As reported in 41 GrooveHQ reviews. Analyzes trends in email content and resolution. | 81% (Based on 41 reviews) | |
Performance Tracking | Based on 48 GrooveHQ reviews. Tracks performance and productivity of users inside the application. | 85% (Based on 48 reviews) | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. 61 reviewers of GrooveHQ have provided feedback on this feature. | 91% (Based on 61 reviews) |
