Groove Übersicht

Was ist 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

Groove Übersicht

Preis

Beginnt ab
12,00 $/Monat

Preisoptionen

Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis

Groove Funktionen

Geräte
Unternehmensgröße
K M G
Märkte
Asien, Australien, Brasilien, Kanada, China und 5 weitere , Europa, Indien, Lateinamerika, Mittlerer Osten und Afrika, Vereinigtes Königreich
Unterstützte Sprachen
Englisch

Screenshots

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 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.

Groove Bewertungen

Groove Bewertungen

Gesamtbewertung
4.5
/
5
Ausgezeichnet
35

Sehr gut
19

Durchschnitt
3

Gering
1

Schlecht
0

Preis-Leistungs-Verhältnis
4.4
Funktionen
3.9
Bedienkomfort
4.6
Kundenbetreuung
4.6
93% haben diese Anwendung empfohlen
Maxwel B.

Best way to manage your customer support network


Mit Google übersetzen
Mayra P.

Groove Email Software + Knowledge Base

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.


Mit Google übersetzen
William T.

Manages our support inboxes with ease!


Mit Google übersetzen
Ash K.

Longing for more features and better metrics

Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.


Mit Google übersetzen
Lo M.

Great look, needs some work on search and reporting

We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email.
There is a lot of room for improvement in a couple of areas I can see. First would be search - I find Groove's search functionality slow and clunky. Almost every time I need to search for something, I find myself going back to Gmail and since this is something I do daily, I always need to have the account open in Groove and in Gmail. Our hope in this switch was to completely get out of email and the search functionality has made that impossible. I love being able to use the search operators Google has and if they're available in Groove as well I have not figured out how to get them to work. Additionally, the time frames I can search are very limiting.
I have also found the reporting to be lackluster. We want to use this to help make our product better and we use tags on our messages to help keep track of what our customers are writing in about. It is helpful to see how many times each tag has been added to a message but that doesn't really give me the whole picture. I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available.

If all I wanted to do was answer customer emails quickly in a pretty environment, Groove will get the job done without an issue. Because we're trying to use customer support to make our product better, I think there is a bit of a disconnect.

There are a couple smaller bugs I see regularly but haven't been bothersome enough to write into support. For example, if I make a typo when I'm typing a tag in and backspace, then I am no longer able to use my arrow keys to navigate up and down the auto-complete list.


Mit Google übersetzen
Maxwel B.
Branche: Marketing & Werbung
Untern. Größe: 2-10 Mitarbeiter
Übersetzen nach: Deutsch

Best way to manage your customer support network

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 10.10.2019
Quelle der Bewertung: Capterra

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Mayra P.
Branche: Non-Profit-Organisation Management
Untern. Größe: 13-50 Mitarbeiter
Übersetzen nach: Deutsch

Groove Email Software + Knowledge Base

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 27.2.2019
Quelle der Bewertung: Capterra

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.

Vorteile

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.

Nachteile

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.

Übersetzen nach: Deutsch

Antwort von 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?

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

William T.
Branche: Non-Profit-Organisation Management
Untern. Größe: 13-50 Mitarbeiter
Übersetzen nach: Deutsch

Manages our support inboxes with ease!

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 6.2.2020
Quelle der Bewertung: Capterra

Vorteile

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!

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Ash K.
Branche: Computerspiele
Untern. Größe: 13-50 Mitarbeiter
Übersetzen nach: Deutsch

Longing for more features and better metrics

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 11.1.2018
Quelle der Bewertung: Capterra

Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.

Vorteile

Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base. You can make rules to send things to various folders, which is nice. It has integration with our NPS software (Delighted).

Nachteile

Groove lacks a significant amount of features. You can only view metrics based on pre-determined periods of time and you cannot adjust on a custom range. You have no easy way to view how many tickets an agent answered in the prior day. You can't pull random tickets for QC. You can't add tags to your knowledge base articles. Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend. You can't set "office hours" so that you'll automatically send a different auto-reply based on whether you're in the office or not.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 2.0/10

Lo M.
Untern. Größe: 13-50 Mitarbeiter
Übersetzen nach: Deutsch

Great look, needs some work on search and reporting

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 5.1.2017
Quelle der Bewertung: Capterra

We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email.
There is a lot of room for improvement in a couple of areas I can see. First would be search - I find Groove's search functionality slow and clunky. Almost every time I need to search for something, I find myself going back to Gmail and since this is something I do daily, I always need to have the account open in Groove and in Gmail. Our hope in this switch was to completely get out of email and the search functionality has made that impossible. I love being able to use the search operators Google has and if they're available in Groove as well I have not figured out how to get them to work. Additionally, the time frames I can search are very limiting.
I have also found the reporting to be lackluster. We want to use this to help make our product better and we use tags on our messages to help keep track of what our customers are writing in about. It is helpful to see how many times each tag has been added to a message but that doesn't really give me the whole picture. I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available.

If all I wanted to do was answer customer emails quickly in a pretty environment, Groove will get the job done without an issue. Because we're trying to use customer support to make our product better, I think there is a bit of a disconnect.

There are a couple smaller bugs I see regularly but haven't been bothersome enough to write into support. For example, if I make a typo when I'm typing a tag in and backspace, then I am no longer able to use my arrow keys to navigate up and down the auto-complete list.

Vorteile

Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy

Nachteile

Search, snooze options are limiting and need to be available when I'm composing a message, reporting

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 6.0/10

Nutzerempfehlung
8.4/10
Basierend auf 58 Benutzerbewertungen
Vergleiche Nutzerempfehlungen mit Alternativen
Mit Alternativen vergleichen

Groove Preis

Groove Preis

Beginnt ab
12,00 $/Monat
Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis
Preis-Leistungs-Verhältnis
4.4/5
Basierend auf 58 Benutzerbewertungen
Vergleiche das Preis-Leistungs-Verhältnis mit Alternativen
Mit Alternativen vergleichen

Groove Funktionen

Groove Funktionen

API
Aktivitäts-Dashboard
Aktivitäts-Verfolgung
Anpassbare Berichterstellung
Anpassbare Vorlagen
Automatische Benachrichtigungen
Benutzerdefinierte Felder
Berichterstattung und Statistik
CRM-Integration
Daten-Import / -Export
E-Mail-Integration
Echtzeit-Daten
Elektronische Zahlungen
Erinnerungen
Integration von Dritten
Kalenderverwaltung
Kundendatenbank
Kundenspezifisches Branding
Social-Media-Integration
Umfragen & Feedback
Funktionen
3.9/5
Basierend auf 58 Benutzerbewertungen
Vergleiche Funktionen mit Alternativen
Mit Alternativen vergleichen

Kategorien

Zusätzliche Informationen für Groove

Zusätzliche Informationen für Groove

Schlüssel-Features von Groove

  • 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

Vorteile

- 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.

Groove Häufig gestellte Fragen

Groove Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Groove.

F. Welche Preispläne bietet Groove an?

Groove bietet folgende Kostenpläne an:

Beginnt ab: 12,00 $/Monat

Preismodell: Abonnement

Gratis Testen: Verfügbar

F. Was sind die Hauptfunktionen von Groove?

Groove bietet die folgenden Funktionen:

  • 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

F. Wer sind die typischen Nutzer von Groove?

Groove hat die folgenden typischen Kunden:

Mittlere Unternehmen, Öffentliche Verwaltung, Kleine Unternehmen

F: Welche Sprachen werden von Groove unterstützt?

Groove unterstützt die folgenden Sprachen:

Englisch

F. Welche Preispläne bietet Groove an?

Groove hat folgende Preismodelle:

Abonnement

F. Unterstützt Groove mobile Geräte?

Wir haben keine Informationen darüber, welche Geräte Groove unterstützt

F. Mit welchen anderen Applikationen integriert Groove?

Groove kann in folgende Anwendungen integriert werden:

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

F. Welche Varianten der Kundenbetreuung bietet Groove an?

Groove bietet folgende Optionen für Kundensupport:

Online-Support, Telefon-Support, Video-Anleitungen