GrooveHQ Reviews & Product Details - Page 3

My favorite thing about GrooveHQ is the way my whole team is able to collaborate and tackle emails and responses crazy quick because of the way the ticketing system works. Even if someone doesn't have the answer for a client's question they can acknowledge the question with a quick note to the client and then assign the ticket to a team member who can help. Review collected by and hosted on G2.com.

The only thing I've ever experienced that has been a slight issue is that sometimes our emails have ended up in our client's spam folder. It's easily cleared up so it hasn't been that big of a deal. Review collected by and hosted on G2.com.

The ability to auto assign tickets to a specfic agent or department Review collected by and hosted on G2.com.

When a note is added to a ticket i cannot view the actual content of the note from my email. Review collected by and hosted on G2.com.

Groove was the first software platform we adopted at Keystone and has been critical in driving productivity for our support team and satisfaction for our customers. The product was simple, and we became fully adopted within a few hours of purchasing the product. Our response times have decreased significantly, and we no longer have overlapping resources on support tickets. We have grown our number of customers without adding to our support organization, while customer satisfaction has continued to increase. Review collected by and hosted on G2.com.

While the platform is rock solid, we want tighter integration with our CRM system (we now use HubSpot). We can automatically create new contacts in our CRM directly from Groove as support emails come in. Still, it would benefit our team to see which customers are contacting support directly in our CRM system. Tighter integratoin will allow the account management to know when their accounts are getting help and let them follow up to ensure problems have been solved. Review collected by and hosted on G2.com.

Easy to distribute tasks to relevant team members depending on the subject. The monitoring and reporting aspect is simple to use too. The layout is also very familiar, with the setup not being too dissimilar to a traditional email setup. Review collected by and hosted on G2.com.

The reports can't be downloaded. We like to report on specific 'issues' categorised by subject (Tags). But this is all integrated into Groove, so generating a report and creating spreadsheets and graphs is a little more complicated, as you must manually input the data. Sometimes, I find creating Rules a little over-complicated, as you have to be quite specific, so these don't always work effectively (Perhaps more me than Groove). Review collected by and hosted on G2.com.

Since using Groove in our Customer service team, it has massively increased our productivity, and it is excellent to designate conversations to the correct sector with just two clicks!

I have also to add that the monitoring aspects of the system are hugely valuable to our management to discover the different areas where we can make targeted improvements month to month. Review collected by and hosted on G2.com.

There isn't much you can say negatively about it, but the only thing I can think of is the minor updates that adjust the position of buttons, so it takes a few moments to realise and learn what process to take next.

Although saying that, it is great to see that they are actively looking to make improvements! Review collected by and hosted on G2.com.

I found the Groove portal to be extremely user-friendly! Our team had been looking for support in building a Knowledge Base for months, and had explored multiple partners and systems, including Google Docs, Salesforce, and other partners. Groove had the easiest to understand user (both for the creator and partner) interface, capabilities such as search, categorization, tags, and more! I also found the Customer Support team at Groove to be fantastic, with human and fast response times to all of my questions! Review collected by and hosted on G2.com.

Very minor - as a user who only needed the Knowledge Base capabilities, I found the billing options to be a bit confusing, particularly when it came to discounts that were applied on monthly v. annual subscriptions. With that said, a member of your customer support team was able to help out quickly, so that confusion was short-lived! Review collected by and hosted on G2.com.

Working with the Knowledgebases is very easy, and flexible. Groove's instructions and interfaces are intiutive. Easy to produce multiple KB's with thorough multimedia content very quickly. Review collected by and hosted on G2.com.

In the report for all KB's, wish it were possible to see details of things like the "most searched terms" and "failed searches". As it is currently, we only get to see the values of these metrics, but we can't drill in to see which KB these metrics apply to, or, for instance, the date, client IP address, etc that the user interacted in this way with the KB. Review collected by and hosted on G2.com.

GrooveHQ is a great tool for our business. It helps us to collaborate well and make sure that no email gets missed! We are able to track several metrics to make sure that we're answering emails quickly and providing satisfaction to our customers! I love this tool! Review collected by and hosted on G2.com.

I can't think of anything that I dislike about GrooveHQ. Their team is responsive whenever we need help. We've never had a problem with Groove going down and causing us to lose emails or time replying to our customers. They are great! Review collected by and hosted on G2.com.

Groove allows us to be efficent with our inbox, it has been a big help at removing cluter and preventing spam and junk from entering the inbox. The smart folders, rules, and templetes allow us to create custom automation which has been a game changer. We've had a great experinces with their support staff. Review collected by and hosted on G2.com.

There's a little bit of an on-boarding hump that we had to get over. Some of the coding specifics are not intuitive as they could be with different languages or better descriptions. Their knowledge base is a work in progress, so it is better to contact them. Review collected by and hosted on G2.com.

A very clean and lean user interface - it is simple to navigate, super convenient to jump between different functions, and the color coding is pleasant to look at. It has just enough functions to run non-tech customer support - for a shop, service, or even an app. Also, I liked how the team is accommodating and open to our feedback, Groove is always willing to improve and act on feature requests. Most of ours were actually honored at the time when we were already a customer! Review collected by and hosted on G2.com.

Not much, but more granular reports (insights) would be of great help, e.g. would be lovely to see CSAT per tag - to see what makes our customers happy and unhappy the most. This would give us an opportunity to see which areas and topics need more attention and allow us to make better-informed decisions when tweaking the help center. Review collected by and hosted on G2.com.