GrooveHQ Reviews & Product Details - Page 4

1. the notes function - really helpful for the team!

2. accessibility to emails by the whole team - easy to look up and assist a client if the person handling their query is unavailable

3. the templates are very helpful

4. the out of office setting for emails is easy to use - so quick to set your box to unassigned :-) Review collected by and hosted on G2.com.

1. I wish Groove had an auto complete for sentences as in Gmail - would speed things up alot

2. Searching for emails can sometimes be problematic - you have to be very specific when searching

3. You cannot edit an email you are forwarding - sometimes you need to be able to remove parts of an email you are wanting to send to a client, but Groove does not allow it so you have to start a whole new email.. Review collected by and hosted on G2.com.

Groove makes it really easy to manage email customer support. It's easy to use and learn and has continuously gotten better in the time we've been using it. It's not overly complicated and it's easy to onboard new users. Review collected by and hosted on G2.com.

Pricing is per user and isn't related to volume of use. So for a small/bootstrapping company with people working in customer support part time it ends up being expensive compared to how much the team is using it. Review collected by and hosted on G2.com.

Support is very fast, when you need it. It's not very often yo do need it, as Groove is quite simple to use and setup. Lot's of great features and rapid development keeps new features coming. Review collected by and hosted on G2.com.

Groove is a great service/app. Their mobile app could be better/more modern. Pricing is quite steep, but they do offer a very cheap subscription for startups who will get the first year almost for free. Review collected by and hosted on G2.com.

The support is remarkable and very swift. The app itself is very good as well. It was an easy move over as most things in Groove were logically placed, and I've only seen that improve over time. Review collected by and hosted on G2.com.

I don't use functions past answering tickets, so the rest of the functionality is kind of lost on me. Review collected by and hosted on G2.com.

Streamlined dashboard that makes it easy to set up and manage multiple inboxes from one dashboard.

Customizational aspects of the dashboard is great as well. I really like the fact that the platform is so quick to get up and running, operates nicely, and simple to use.

We've managed over 10+ sites using GrooveHQ.

We used features such as:

1. Inbox

2. Chat

3. Knowledgebase

I really like to simple, yet powerful dashboard design and features. Review collected by and hosted on G2.com.

I don't "dislike" anything about GrooveHQ, but what kind of review would this be if I wasn't at least critical on something that happened from time to time:

I'm not sure if it's a GrooveHQ thing, or a Google workspace thing — but our emails (from time to time) would become disconnected and I would have to re-connect them to the dashboard for emails to continue to sync.

Hasn't happened in about a year, though! Review collected by and hosted on G2.com.

GrooveHQ has revolutionised our being able to receive and respond to emails whilst simultaneously recording internal notes for tracking and ongoing customer service. This has meant that there are signficant gains in retaining staff notes for future enquiries for customers. Some of the recent features including AI summaries, Attachments collated in sidebar and updates to instant replies are fantastic Review collected by and hosted on G2.com.

We currently have limited integration of our other eCommerce systems into groove, however they have already offered a webhook solution for us to pull data in and solved our issue. Review collected by and hosted on G2.com.

Easy to manage team and get a clear overview of customer communications. It took us just minutes to integrate it into our support workflow. Our team uses it every single day. Review collected by and hosted on G2.com.

We have not encountered any downsides with using GrooveHQ. They are responsive, and always adding new features. Review collected by and hosted on G2.com.

It's cheaper than alternatives such as zendesk, and honestly just as good! We've used Groove for the last 2 years now and they continue to develop the software implimenting new features. Integrates with Shopify really well, and the canned responses make our life SO much easier Review collected by and hosted on G2.com.

The only downsides are the facebook integrations, we find it easier to use facebook business suite to manage any facebook comments. Saying that i believe the new facebook message feature works well! Review collected by and hosted on G2.com.

I like how the all electronic communications come to one place that my staff and address so that nothing falls through the cracks...while also giving us the ability to backtrack if we have an issue and want to make sure where things went wrong doesn't happen again. Review collected by and hosted on G2.com.

The interface can take a bit to get used to. With that said, there's regular updates being made from customers suggestions and the interface has continued to improve over the years we've been a customer. Review collected by and hosted on G2.com.

I looked at dozens of alternative options, including shared inboxes and email ticketing systems, and GrooveHQ was the most feature-rich for the price. I liked that the layout was similar to a traditional inbox, but it has the functionality of a ticketing system. I also love the tags and automation rules and frequently use them. Internal notes on emails are also great for keeping communication consistent internally. They even have Live Chat widget, Knowledge Base and other integrations that I haven't had the chance to set up yet. Review collected by and hosted on G2.com.

Not much to dislike here, but if I were to nitpick, I would like to see the following things added:

- Expanded business hours (be able to set business hours by agent as this will affect the reports per team member)

- Automation rules that can use business hours (i.e. so I can set an automated reply once our store is closed)

There are some minor responsiveness issues after closing an email (sometimes having to refresh to see that it is closed), and I think managing contacts can be done better (there is no central way to manage contacts that I've found yet).

BUT these are minor, and the support and responsiveness to feedback have been great, so I'm confident it will be addressed over time. Review collected by and hosted on G2.com.