Groove by OptimizeCX

Score6.7 out of 10

20 Reviews and Ratings

Community insights

TrustRadius Insights for GrooveHQ are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Efficient Email Ticket Organization: Several users have praised Groove for its ability to efficiently organize email tickets. They appreciate how it allows them to categorize tickets based on set rules, easily update and send tickets where they need to go, and see what their team is working on. This feature has greatly contributed to an organized and streamlined workflow. Integrated Knowledge Base: Many reviewers have highlighted the integrated Knowledge Base in Groove as a valuable tool. It enables them to build out a robust Support Site and use it when emailing clients and responding to questions. This feature has proven useful in providing consistent and accurate information, ultimately improving customer support efficiency. Fast and Efficient Support: A common sentiment among users is that the support provided by Groove is fast and efficient. Customers appreciate the timely assistance they receive from the GrooveHQ team. The reports on response times and ticket closure are particularly appreciated as they provide valuable insights into support performance. Overall, users find that Groove excels at organizing email tickets, offers an integrated Knowledge Base for improved customer support, and provides fast and efficient assistance when needed.

Reviews

7 Reviews

They list feature that they dont offer!

Rating: 1 out of 10

March 21, 2022

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

Likelihood to Recommend

GrooveHQ is basically an open-source tool and the creators shouldn't be asking money since it simply isn't done. Feature don't work and they list features that are simply not yet released

Verified User

Director in Corporate (1-10 employees)

Vetted Review

2 years of experience

Good software, but has lots of room to grow

Rating: 7 out of 10

Incentivized

September 7, 2021

Use Cases and Deployment Scope

Overall, it has been a great CRM system for our Sales Team. It does have its flaws, but it has greatly reduced the amount of time between calls and increased follow-up with prospects! Organization has increased significantly!

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

Likelihood to Recommend

It has been a great starter CRM tool, but it has lots of flaws that aren't being addressed by their customer success team to their users. I love the idea of their workspaces area, but it only allows for Accounts that are tagged in SF. I am an SDR and need this specifically for Leads, prior to them being Accounts, since I primarily work in the Pre-sales space. This also doesn't log events in activity, which is a huge inhibition for my role.

VALERIE AMPRIM

Sales Development in Sales at Govenda (11-50 employees)

Vetted Review

1 year of experience

Unhappy Ex-Customer

Rating: 3 out of 10

September 4, 2019

Use Cases and Deployment Scope

I used Groove for around 9 months for my customer service of my small business. I used it for answering customer emails and also for general business email. I used to use Desk.com and I was looking for a simpler solution.

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.

Likelihood to Recommend

If you have customer service that is mostly text based, GrooveHQ isn't bad, but if you handle emails in HTML, it is way too slow. The customer service is good - until it isn't. I left with a very bad feeling towards them. It's too bad, too because it was avoidable. With better customer care resolution, I would have left feeling much better towards them.

Leslie Nicole

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

Vetted Review

1 year of experience

Groove has done wonders for our company!

Rating: 7 out of 10

December 6, 2018

Use Cases and Deployment Scope

We use Groove for our ticketing system. We have four different departments that utilize it and we use it to track customer emails, support requests, and client communication. This helps address problems mainly in my department, Support. With the vast number of email that we have from our clients, it is difficult to keep up in the standard email application. Groove helps provide accountability for our Support Team because it takes a response to the ticket to close it. This also helps us when we have clients email in with the same questions, because we can review how we have handled situations in the past.

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).

Likelihood to Recommend

Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support.

Zach Zimmerman

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

Vetted Review

3 years of experience

GrooveHQ

Rating: 10 out of 10

Incentivized

November 29, 2018

Use Cases and Deployment Scope

We use Groove in 2 different departments for our ticketing service. We use it in our Support department to keep track and answer all support emails that come in and we use it with our Design department to keep track of page/web designs that need to be made for our customers.

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.

Likelihood to Recommend

Before Groove, we just used email as a way to communicate via support and design which caused items/emails to be missed. GrooveHQ has helped us become more organized and ensure no emails or tickets slip through the cracks and has also helped us greatly improve our response time.

Outside of just the ticketing system Groove has a great knowledge base system that you can create for FAQ's which has helped us give our clients the ability to research and find the answers to their questions without having to email in.

Bryce Johnston

Account Manager in Marketing at PaperlessTransaction Corp. (11-50 employees)

Vetted Review

4 years of experience

GrooveHQ makes work easier!

Rating: 10 out of 10

Incentivized

May 10, 2018

Use Cases and Deployment Scope

We use GrooveHQ to field support and sales ticket. It's great to have everything all in one place where we can collaborate, track, see stats and follow up with our customers.

Pros

It does a great job categorizing tickets according to the rules we have set up.
It lets us see what our team is working on and easily update and send tickets where they need to go.
Tools like snooze, changing the customer on a ticket, adding internal notes and having internal mailboxes really help keep things organized.
The support for GrooveHQ is great, along with their blog about how to improve customer service.

Cons

I wish there were custom options for the snooze tool instead of list of presets - they don't always work for our purposes.
It would be great if the auto-refresh were more reliable. Sometimes multiple people are working on the same ticket without knowing it.

Likelihood to Recommend

GrooveHQ works great for receiving incoming tickets, being able to work on them across the entire team and tracking their progress. It's great to be able to go back and look up a ticket or search by customer to see someone's history. I'm not sure of situations where it would be less appropriate.

Andrea Cross

Customer Service Representative in Customer Service at Ministry Sync (11-50 employees)

Vetted Review

2 years of experience

Useful and easy to use!

Rating: 8 out of 10

Incentivized

May 2, 2018

Use Cases and Deployment Scope

We are helping to solve the issues that clients get when using their websites. It's been a great way to keep on top of problems that are being reported.

Pros

It is good to keep track of all the support requests that we get in.
It's a great way to keep on top of issues reported by clients.

Cons

The user interface can be slow sometimes to use.

Likelihood to Recommend

It is perfectly suited if you have a lot of support issues emailed in. You can keep track of them all, organise them and reply to them. Never lose track of a support ticket again.

Josh Taylor

Web Developer in Information Technology at SO Marketing (1-10 employees)

Vetted Review

2 years of experience