It's cheaper than alternatives such as zendesk, and honestly just as good! We've used Groove for the last 2 years now and they continue to develop the software implementing new features. Integrates with Shopify really well, and the canned responses make our life SO much easier Review collected by and hosted on G2.com.

The only downsides are the facebook integrations, we find it easier to use facebook business suite to manage any facebook comments. Saying that i believe the new facebook message feature works well! Review collected by and hosted on G2.com.

I like how the all electronic communications come to one place that my staff and address so that nothing falls through the cracks...while also giving us the ability to backtrack if we have an issue and want to make sure where things went wrong doesn't happen again. Review collected by and hosted on G2.com.

The interface can take a bit to get used to. With that said, there's regular updates being made from customers suggestions and the interface has continued to improve over the years we've been a customer. Review collected by and hosted on G2.com.

I looked at dozens of alternative options, including shared inboxes and email ticketing systems, and GrooveHQ was the most feature-rich for the price. I liked that the layout was similar to a traditional inbox, but it has the functionality of a ticketing system. I also love the tags and automation rules and frequently use them. Internal notes on emails are also great for keeping communication consistent internally. They even have Live Chat widget, Knowledge Base and other integrations that I haven't had the chance to set up yet. Review collected by and hosted on G2.com.

Not much to dislike here, but if I were to nitpick, I would like to see the following things added:

- Expanded business hours (be able to set business hours by agent as this will affect the reports per team member)

- Automation rules that can use business hours (i.e. so I can set an automated reply once our store is closed)

There are some minor responsiveness issues after closing an email (sometimes having to refresh to see that it is closed), and I think managing contacts can be done better (there is no central way to manage contacts that I've found yet).

BUT these are minor, and the support and responsiveness to feedback have been great, so I'm confident it will be addressed over time. Review collected by and hosted on G2.com.

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 downside is with the application, which does not offer social networks or chat, so it's only emails. As for the rest, we don't really have any 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.