GrooveHQ Reviews & Product Details - Page 5

Our team members can track, share knowledge, and collaborate on customer issues right in the notes of Groove. You can tag teammates if help is needed or if you want to show them how to answer a question. Our team is small, so the chat feature Groove allows us to connect with customers in real-time but also after when our team has resources. It also integrates with Slack which is very helpful for alerting us when help is needed. Review collected by and hosted on G2.com.

When a customer emails back, it can be hard to navigate the open conversation when another team member is the main lead. Wish the lead didn't switch any time someone else emailed or that there could be two joint leads. Review collected by and hosted on G2.com.

It's easy to use when replying to tickets. I like the fact that you can see if someone has opened the email and also leave notes for my co-workers to see. This is an upgrade from what we were doing before. Review collected by and hosted on G2.com.

Sometimes it's difficult to read tickets because of the layout. I think having the option to be able to add more than one email in the "To" field would be great and also if it didn't have a specific amount of emails to add when CC someone on an email. Review collected by and hosted on G2.com.

- Easy to set up with straightforward migration

- Intuitive interface

- Mobile app makes it simple to check in on the move

- New improvements still coming through at a decent rate

- Very competitive pricing makes it viable to add more staff as agents - great for a start-up Review collected by and hosted on G2.com.

- I suppose if you're a large corporate with a need for very complex configuration or with a complex customer service hierarchy then GrooveHQ might lack something you need? Review collected by and hosted on G2.com.

After trying many platforms for our customer service, we can say that Groove is the ideal solution that brings together all the necessary tools. The support is very reliable and quick in their responses. The only regret we have is not having known about Groove earlier. Review collected by and hosted on G2.com.

The negative point is at the level of the application which does not offer social networks or chat, so it is only emails. For the rest, we do not really have negative criticisms. Review collected by and hosted on G2.com.

I decided to use Groove as our primary method of support because of how many different ways it allowed our users to communicate with us. Groove not only delivered on that but has continued developing new features to make the support process quicker, more intuitive, and more efficient. Review collected by and hosted on G2.com.

Twitter is no longer supported. But honestly, I get that. There have a been a few bumps with the UI changes along the way, but every concern I've voiced has been promptly addressed. Review collected by and hosted on G2.com.

The best part for me is having the Knowledge Base where I can add all help related information about the systems and processes we are building and how easy it is to share it with others Review collected by and hosted on G2.com.

I don't dislike anything at the moment. Whenever I am stuck with something then the Groove team is quick to help me out. One feature I want added is the ability to export the knowledge base. I am sure its there but I haven't seen it yet. Review collected by and hosted on G2.com.

Beyond the smooth user experience and ease of use, the Groove team has proven to offer the same level of support we aim to give. They know the industry and Groove is now a trusted partner for us. Review collected by and hosted on G2.com.

Not a lot to dislike about it. Some patience is needed when you want/need a specific feature (which always happen eventually, guess we're not the only ones to request stuff!) and I can seriously count on one hand how many times Groove was down in the last 5 years. Review collected by and hosted on G2.com.

Groove HQ has made our shared communications with clients easy to spread across multiple users. This has created a consistent response across team members and allows us to quickly and easily route communications to the right person. Review collected by and hosted on G2.com.

We've had some issues knowing when a user pings us on the chat widget. Yes, there's usually an audible chime, but if you miss it, you'll never know if someone is trying to reach you through your website unless you keep an eye on your Groove HQ dashboard. Review collected by and hosted on G2.com.

I like that I can use webhooks to get notified about new tickets, also I am able to create tickets in Jira by adding a tag to the ticket. I also like the feature where I can snooze tickets that are not urgent, so I can get on with urgent stuff first. Review collected by and hosted on G2.com.

As we are a small team, we don't use it to its full potential. It dose the job and we are happy with it so far. Review collected by and hosted on G2.com.

Groove has the best features of any support system I've tried. The features are helpful and plentiful without being too bloated or confusing. (My favorite feature is their Snooze option which helps me to keep track of tickets I need to follow up on.) It's great! Review collected by and hosted on G2.com.

There are no downsides I can find. Many other platforms are missing what Groove has that makes it great, but I can find no faults with Groove at this time. Review collected by and hosted on G2.com.