About Groove

Deliver personal support to every customer. Your customers will never feel like they’re just a “support ticket” to you, and they’ll never know you’re using a helpdesk.

Work better together. Your whole team will be on the same page with assignments, private notes and follow-up reminders, all in one super simple shared inbox.

Our shared inbox brings everything together, making sure no support request slips through the cracks. Private notes, canned replies, assignments, and follow ups help agents close tickets faster and make collaborating with your team a breeze.

Groove has what other help desk lack:

Ease of Use
The Right Amount of Features
Pricing That Scales
Email collaborationMulti-Channel SupportSatisfaction RatingsCustomer Profiles

Pricing starting from:

US$12.00/month

  • Free Trial
  • Subscription

Key benefits of Groove

- Assign tickets to colleagues, insert canned replies, add private notes and more.

- Every customer’s entire conversation history in one place.

- Folders keep your support emails neatly organized.

- Metrics to help your team benchmark, set goals and get better.

- More than a dozen apps to make Groove fit your needs.

Devices

Business size

S M L

Markets

United States, Canada, United Kingdom, Australia, China, India, Brazil

Supported Languages

English

Pricing starting from:

US$12.00/month

  • Free Trial
  • Subscription

Images

Groove's Shared Inbox - No matter how you talk with your customers (email, social media, chat, or the phone), easily keep track of it all in our intuitive dashboard.
Groove's Knowledge Base - Reduce your support volume and increase satisfaction with a 24/7 self-serve knowledge base.
Groove's Reporting - Easy-to-understand reports that help you stay on top of the most important customer support metrics.
View 4 more
Groove screenshot: Groove's Shared Inbox - No matter how you talk with your customers (email, social media, chat, or the phone), easily keep track of it all in our intuitive dashboard. Groove screenshot: Groove's Knowledge Base - Reduce your support volume and increase satisfaction with a 24/7 self-serve knowledge base. Groove screenshot: Groove's Reporting - Easy-to-understand reports that help you stay on top of the most important customer support metrics.

Features

Total features of Groove: 42

  • API
  • Auto-Responders
  • Automatic Lead Distribution
  • Benchmarking
  • CRM Integration
  • Call Recording
  • Call Tracking
  • Chat
  • Configurable Workflow
  • Contact History
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customisable Branding
  • Customisable Reporting
  • Customisable Templates
  • Drag & Drop Interface
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Instant Messaging
  • Labeling
  • Lead Assignment
  • Multi-Language
  • Performance Reports
  • Permission Management
  • Prioritising
  • Project Notes
  • Project Time Tracking
  • Reporting & Statistics
  • Request Assignment
  • Role-Based Permissions
  • Rules-Based Workflow
  • Search Functionality
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Timer
  • WYSIWYG Editor
  • Workflow Management

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Reviews

Overall rating

4.4 /5
(62)
Value for Money
4.4/5
Features
3.9/5
Ease of Use
4.5/5
Customer Support
4.6/5

Already have Groove?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 62
Maxwel B.
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best way to manage your customer support network

Reviewed on 10/10/2019

Pros

My favorite feature in Groove is the canned replies. If you get frequent support tickets and need an easy answer for them, you can write them early and pull them out to answer the same question over and over again. I use Canned replies for our Proactive Support. We let our clients know the issues they are having before they even know they are having them.

Cons

Frequent updates move features around and sometimes makes it difficult to find something that you use every day. Also they have a feature in which you can halt a reply for sending up to 30 seconds after hitting send, though it does not work for emails you start. Only ones you reply to.

Mayra P.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Groove Email Software + Knowledge Base

Reviewed on 27/02/2019

The ability to add notes, tags, snooze conversations, and create rules and folders has made my...

The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.

This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.

Pros

In terms of the Email Software: You can have multiple inboxes in one single account, which is just absolutely amazing. You have the option of viewing emails as separate inboxes/categories (within the same homepage), or listing them as one streamlined inbox. The latter has boosted my email productivity significantly across multiple work emails, freelance emails, and personal emails.

In terms of the Knowledge Base: It is so simple to add an article and organize it accordingly! It's super user-friendly and easy to navigate. Set up is easy. If you don't have coding experience, there's nothing to worry about! The software is intuitive and you won't need any coding at all. For those of us that have dabbled with coding—well, it's incredibly refreshing to not worry about fumbling with the bells and whistles to create something easy to navigate, sleek, and stylish. Less time focusing on the "busy" work, more time focusing on what's important: the content.

Cons

The ability to log phone calls through Groove has be revolutionary to me. It's changed the way I work. However, the functionality of logging phone calls is a bit behind all other features of Groove; it still needs some work. But, considering that's the only downside (and, admittedly, not a huge deal), it's definitely not something to worry about or a deciding factor.

Response from Groove Networks

Hi Mayra, thanks for taking the time to leave us such a detailed review on Capterra. Your feedback is very valuable and I was wondering if you would be potentially interested in publishing a customer story with Groove on our website?

William T.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Manages our support inboxes with ease!

Reviewed on 06/02/2020

Pros

Groove does what it sets out to in the most simple and easy to use manner. Shared Inboxes allow teams working on programs to efficiently respond to members. Coming from emails request with multiple recipients we ran into a lot of collision (having multiple agents respond simultaneously), but now you can see when/if a message has been answered and even when another agent is reviewing or responding IN REAL-TIME! Not to mention canned-replies allow teams to hone responses to common questions and agents can send accurate answers, consistently!

Cons

Searching for closed requests can be difficult, especially when searching for a particular issue. You can use tags, however it would require tagging every message, consistently while predicting queries necessary in the future.

Eric G.
Overall rating
  • Industry: Accounting
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Groove Works, It's Easy to Use, and I LOVE IT!

Reviewed on 26/02/2019

I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my...

I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.

Pros

Groove is really easy to use and does the job that far more complex systems do, better. It really makes the process of building and managing a ticketing system and a knowledge base easy. The integrations with Wordpress are really slick and the add on integrations with Slack and live chat support are just awesome. It's the ideal blend of performance, capability, integration, and function. It just works and it's a pleasure to use.

Cons

Mobile can be a bit challenging but it's gotten better over time.

Jared W.
Overall rating
  • Industry: Computer Software
  • Company size: 501-1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

Not nearly as efficient as Outreach

Reviewed on 16/02/2021

I am sending prospecting emails to break into new accounts and reach new customers. It helps me to...

I am sending prospecting emails to break into new accounts and reach new customers. It helps me to have tracked tasks and efficient email and call outreach day in and day out.

Pros

I do like that I can organize the order of the people I'm reaching out to in my flows. There are a few really good things about Groove from a flow building and Salesforce data retention front that are helpful.

Cons

Coming from Outreach, Groove isn't nearly as powerful or easy to use. There are so many things I preferred to do in Outreach that I can't do in Groove. Outreach's bulk import, the quick way to search for contacts that had been contacted just by searching the domain, looking at past email conversations, and better insight into email engagement are all things I had in Outreach that are glaringly missing from Groove. Groove feels clunky to me in how it interacts with my Gmail/Calendar and it's felt like more of an obstacle than an enabling software.

Showing 5 reviews of 62 Read all reviews

Groove FAQs

Below are some frequently asked questions for Groove.

Groove offers the following pricing plans:

  • Starting from: US$12.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Groove offers the following features:

  • Add private notes to tickets
  • App Store for additional features
  • Assign support requests to coworkers
  • Customizable Support Widget
  • Detailed performance tracking metrics
  • Easy-to-create articles
  • Optional Knowledge Base
  • Personal, non-generic emails
  • Support history and detailed profile information
  • Team and ticket tracking

Groove has the following typical customers:

Small Business, Public Administrations, Mid Size Business

Groove supports the following languages:

English

We do not have any information about what devices Groove supports

Groove integrates with the following applications:

Benchmark Email, Campaign Monitor, Constant Contact, Olark, PieSync, ProjectManager.com, Slaask, Slack, Talkdesk, elevio

Groove offers the following support options:

Online Support, Phone Support, Video Tutorials

Related categories

See all software categories found for Groove.