Groove has a comprehensive knowledge base and I recently had valuable support from the team there when dealing with a technical issue regarding routing from GMail. The help provided was expert and timely. During investigation work (on my end and theirs) they kept me informed and, once the issue was resolved, followed up to check that all was well. Overall I was very pleased with the quality of service. Review collected by and hosted on G2.com.

I'd like Groove to suggest replies to tickets based on the contents of our knowledge base and/or give options for me to export the knowledge base. I'd like to be able to add tables and ToCs to knowledge base articles. Review collected by and hosted on G2.com.

User friendly, easy tickets tracking and metrics for agents performance monitoring Review collected by and hosted on G2.com.

So far i dont have any issues with Groove Review collected by and hosted on G2.com.

* Simple to setup

* Cost efficient

* Amazing Team and Support

* Easy to Integrate

* Many features that are simple to add on and easy to understand Review collected by and hosted on G2.com.

Absolutely nothing. Used for almost a decade I believe. Review collected by and hosted on G2.com.

My favorite thing about GrooveHQ is the way my whole team is able to collaborate and tackle emails and responses crazy quick because of the way the ticketing system works. Even if someone doesn't have the answer for a client's question they can acknowledge the question with a quick note to the client and then assign the ticket to a team member who can help. Review collected by and hosted on G2.com.

The only thing I've ever experienced that has been a slight issue is that sometimes our emails have ended up in our client's spam folder. It's easily cleared up so it hasn't been that big of a deal. Review collected by and hosted on G2.com.

The ability to auto assign tickets to a specific agent or department Review collected by and hosted on G2.com.

When a note is added to a ticket I cannot view the actual content of the note from my email. Review collected by and hosted on G2.com.

Groove was the first software platform we adopted at Keystone and has been critical in driving productivity for our support team and satisfaction for our customers. The product was simple, and we became fully adopted within a few hours of purchasing the product. Our response times have decreased significantly, and we no longer have overlapping resources on support tickets. We have grown our number of customers without adding to our support organization, while customer satisfaction has continued to increase. Review collected by and hosted on G2.com.

While the platform is rock solid, we want tighter integration with our CRM system (we now use HubSpot). We can automatically create new contacts in our CRM directly from Groove as support emails come in. Still, it would benefit our team to see which customers are contacting support directly in our CRM system. Tighter integration will allow the account management to know when their accounts are getting help and let them follow up to ensure problems have been solved. Review collected by and hosted on G2.com.

Easy to distribute tasks to relevant team members depending on the subject. The monitoring and reporting aspect is simple to use too. The layout is also very familiar, with the setup not being too dissimilar to a traditional email setup. Review collected by and hosted on G2.com.

The reports can't be downloaded. We like to report on specific 'issues' categorised by subject (Tags). But this is all integrated into Groove, so generating a report and creating spreadsheets and graphs is a little more complicated, as you must manually input the data. Sometimes, I find creating Rules a little over-complicated, as you have to be quite specific, so these don't always work effectively (Perhaps more me than Groove). Review collected by and hosted on G2.com.

Since using Groove in our Customer service team, it has massively increased our productivity, and it is excellent to designate conversations to the correct sector with just two clicks!

I have also to add that the monitoring aspects of the system are hugely valuable to our management to discover the different areas where we can make targeted improvements month to month. Review collected by and hosted on G2.com.

There isn't much you can say negatively about it, but the only thing I can think of is the minor updates that adjust the position of buttons, so it takes a few moments to realise and learn what process to take next.

Although saying that, it is great to see that they are actively looking to make improvements! Review collected by and hosted on G2.com.

I found the Groove portal to be extremely user-friendly! Our team had been looking for support in building a Knowledge Base for months, and had explored multiple partners and systems, including Google Docs, Salesforce, and other partners. Groove had the easiest to understand user (both for the creator and partner) interface, capabilities such as search, categorization, tags, and more! I also found the Customer Support team at Groove to be fantastic, with human and fast response times to all of my questions! Review collected by and hosted on G2.com.

Very minor - as a user who only needed the Knowledge Base capabilities, I found the billing options to be a bit confusing, particularly when it came to discounts that were applied on monthly v. annual subscriptions. With that said, a member of your customer support team was able to help out quickly, so that confusion was short-lived! Review collected by and hosted on G2.com.

Working with the Knowledgebases is very easy, and flexible. Groove's instructions and interfaces are intuitive. Easy to produce multiple KB's with thorough multimedia content very quickly. Review collected by and hosted on G2.com.

In the report for all KB's, wish it were possible to see details of things like the "most searched terms" and "failed searches". As it is currently, we only get to see the values of these metrics, but we can't drill in to see which KB these metrics apply to, or, for instance, the date, client IP address, etc that the user interacted in this way with the KB. Review collected by and hosted on G2.com.