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Groove by OptimizeCX

Score6.7 out of 10

20 Reviews and Ratings

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What is Groove by OptimizeCX?

Groove by OptimizeCX is a shared inbox for small and mid-sized SaaS teams. It’s presented as a help desk built for speed and not complexity, and is designed to help manage customer conversations across channels.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Groove by OptimizeCX has to offer, as determined by TrustRadius' reviewers.
Based on 20 ratings of Groove by OptimizeCX's features
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Top Performing Features

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 7.4

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9.1

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8

Areas for Improvement

  • Customer portal

    Customer portal allows customers to submit tickets themselves and/or access self help resources.

    Category average: 8.2

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.6

Reviews

What users are saying about Groove by OptimizeCX.
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Good software, but has lots of room to grow

Incentivized
VALERIE AMPRIM
Sales Development in Sales at Govenda (11-50 employees employees)

Pros

  • Organized Flows
  • Customized Flow Processes
  • Easy User-Interface

Cons

  • Better Follow-up by customer success team
  • More customization within their major features to fit both, large and small sales teams, alike
  • Their site goes down fairly often

Return on Investment

  • Increase in calls by at least 65%
  • Improved follow-up via flows by 80%

Alternatives Considered

SalesLoft

Other Software Used

LiveChat, ZoomInfo, Zoom

Unhappy Ex-Customer

Leslie NicoleView profile
Founder, Creative Director in Customer Service at French Kiss Collections (1-10 employees employees)

Pros

  • Groove is pretty well organized.
  • They have a good knowledge base.
  • The support is usually pretty fast.

Cons

  • The email is extremely slow. It became unbearable. It did get better when they made some changes for me, but it was still slow. I've used other services and this was the slowest I've ever experienced. I wouldn't recommend it if you get a lot of HTML. They admitted they don't do well if you get a lot of HTML.
  • Very bad customer service if there is a problem or dispute. They sent out ONE email to say they were raising their rates the next month. I never saw the email. I didn't realize my rates had been raised until I went to cancel my account (due to being unhappy with how slow it was) They had raised my rate 3 times from $22 to $68! When I complained, they just replied that they sent out one email and left it at that. They stopped answering my emails. Wow. As someone in customer service, if I had a client who complained, I would bend over backwards to make them happy.
  • For what you pay with Groove, I would expect better service and features.

Return on Investment

  • I can only say that I started to dread doing my emails because it worked so slowly.

Usability

Alternatives Considered

Desk.com

Groove has done wonders for our company!

Zach ZimmermanView profile
Account Manager in Customer Service at Paperless Transaction Corp (11-50 employees employees)

Pros

  • Groove does a great job at organizing email tickets
  • Groove allows for canned responses, which helps us with frequently asked questions
  • Groove's integrated Knowledge Base allows us to build out a robust Support Site, and use that when emailing clients and responding to questions

Cons

  • Groove can be difficult to navigate occasionally. It is difficult to figure out how to properly format emails (create hyperlinks, etc.)
  • Groove's occasionally do not handle incoming requests properly.
  • If someone emails multiple email addresses, that have Groove set up, it will only add that ticket to one queue (not both).

Return on Investment

  • Groove has done wonders for our support department
  • Groove has allowed our design team to be more organized and take care of design changes quickly
  • Because of Groove, we have decreased the average time it takes for clients to get a response
  • We have been able to migrate to primarily email support
  • Not everyone in our company uses Groove, so occasionally there is confusion with multiple people responding to emails.

Alternatives Considered

Trello

Other Software Used

Trello, HubSpot, Adobe Photoshop

They list feature that they dont offer!

Verified User
Director in Corporate (1-10 employees employees)

Use Cases and Deployment Scope

GrooveHQ looked like an interesting tool to shift to handle our customer service. Due to the social media growth and the fact that GrooveHQ says they integrate with Facebook/Instagram (Spoiler; this is not true!) it looked like a great fit.

Pros

  • Sales website

Cons

  • They are lying about features. The FB/Insta integration is internal beta and may take months
  • The change pricing several times a year and this affects all users
  • A lot of bugs and often you dont get a reply from support

Return on Investment

  • We wasted a lot of time setting up the product before we discovered a lot of features listed on the website aren't ready for public use

GrooveHQ

Incentivized
Bryce JohnstonView profile
Account Manager in Marketing at PaperlessTransaction Corp. (11-50 employees employees)

Pros

  • Creates Tickets when someone emails in or you can create a ticket within the groove system.
  • They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
  • We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.

Cons

  • It would be great if they had a mobile app. Since they do not have an app it makes it hard to address tickets on mobile or while on the go.
  • Adding attachments to a response could be better. It seems half the time when including an attachment that attachment does not send.

Return on Investment

  • Has greatly improved our support response time.
  • Has given us an added layer of support with the knowledge base
  • Has helped us and our team become more accountable.

Alternatives Considered

Zendesk

Other Software Used

Vidyard, HubSpot, ReadyTalk