Groove

By: Groove Networks, LLC.

Groove is a simple online help desk software that helps to provide personal support for your customers. It features ticket assignments, private notes, ticket statuses, multiple mailboxes, outside email forwarding, email signatures, merging tickets, mailbox permissions, reporting, knowledge base reporting, Groove add-ons, and more. There are two pricing options available: Groove Free and Groove Plus.

Based on 9 votes

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Groove

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Groove Quick Info

Groove is a software service used for after-sales service to provide customers with great experience regarding any issues they have faced in their orders or product from the company. Groove provides organizations with a huge number of ways that can be used by them to help out customers and make the after-sales service a pleasant experience for them. Currently, Groove is used by thousands of businesses spread over 140 countries on the globe, including esteemed names like – AT&T, CloudApp, HubSpot, and Shopify.

Break the ice, not the deal

Groove provides the users with the ability to collaborate on conversations and make sure customers get the perfect solution for their problems. This is made sure using the interactive UI that guides the users to take the right action. Users can see the customer’s history, assign a teammate to deal with the situation, see the status of conversation, or even start a new conversation at their will with any customer. Groove can also be used to make a Q&A style page where users can put their questions, and the customer service team will reply to their queries as soon as possible.

With the world becoming smart, it is necessary that customers get the best service from their comfort of smartphones. Groove turns out to be a game-changer here as it provides users an option to chat, courtesy of a chat section in every app meant to contact customer service. Chatting through the problems ensures that customers get personalized solutions at a fast pace in their comfort zone, making it the best kind of solution service.

Integrity

Groove allows the users to integrate a vast number of tools that can be used to respond to customer queries instantly on widely known platforms or using the features in tools to respond to customers in a timely fashion with a professional touch to everything. Some of the known tools that can be integrated with Groove are – Facebook, Twitter, Salesforce, MailChimp, and Shopify.

To sum it up, Groove is an essential software in today’s competitive world to get an edge over other organizations as the current trend puts a lot of emphasis on customer satisfaction and it’s not hard to see how good companies have become great by focusing on customer experiences, and therefore,  to fall in the same suite, it is recommended for businesses to follow by example and use Groove for best results.   

Top Features

Ticket Management
  • Inserting Common Replies
  • Organizing Ticket with Labels
  • Automated Workflow
  • Ticket Assignments
  • Private Notes
  • Ticket Statuses
  • Email Signatures
  • Outside Email Forwarding
  • Multiple Mailboxes
  • Merging Tickets
  • Customer Support History
  • Mailbox Permissions
  • Ticket Priorities
  • Mass Actions
  • File Attachments
  • Updating Tickets Via Email
  • Forwarding Emails
  • Custom Outgoing Settings
Reports
  • Improving Knowledge Base
  • See Top Searches
  • Tracking Article Traffic
  • Satisfaction Ratings
  • Label Trends
  • Average Reply Time
Knowledge Base
  • Self-Help Success
  • Article Usefulness
  • Top Searches
Add-Ons
  • Twitter Accounts
  • Online Support Widget
  • Third-Party Integrations
  • Live Chat
  • Customer Satisfaction Ratings

Company Information

Company Name: Groove Networks, LLC.

Founded In: April 4, 2011

Address: 449 Thames Street, Newport, RI, USA

Facebook ID: GrooveHQ

Twitter ID: groovehq

Specifications

Ideal For
  • Freelancer
  • Small Business
  • Mid Sized Business
  • Enterprises
Pricing Model
  • Free Plan
  • Subscription
Deployment
  • Cloud

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