Wij helpen bedrijven al 18 jaar
betere software te kiezen
Groove
Wat is Groove?
Een betere manier om je klanten te ondersteunen. Groove helpt je om je klantinteracties om te zetten in zinvolle gesprekken en sterkere relaties.
Groove, bestaand uit een eenvoudige maar krachtige multi-channel gedeelde inbox, kennisbank en rapporten, is een perfect alternatief voor te gecompliceerde en te dure helpdeskoplossingen op de markt.
Wie gebruikt Groove?
Bestaande klanten zijn kleine bedrijven tussen de 1 en 200 werknemers in: B2C/B2B-software, e-commerce, web, ontwikkelings-/ontwerpbureaus, online services, andere software/SaaS.
Twijfels over Groove?
Vergelijk met een populair alternatief
Groove
Andere goede alternatieven voor Groove
Reviews over Groove
Best way to manage your customer support network
Pluspunten:
My favorite feature in Groove is the canned replies. If you get frequent support tickets and need an easy answer for them, you can write them early and pull them out to answer the same question over and over again. I use Canned replies for our Proactive Support. We let our clients know the issues they are having before they even know they are having them.
Minpunten:
Frequent updates move features around and sometimes makes it difficult to find something that you use every day. Also they have a feature in which you can halt a reply for sending up to 30 seconds after hitting send, though it does not work for emails you start. Only ones you reply to.
Easy to manage the knowledge base & ticketing system!
Opmerkingen: Knowledge base & ticketing system at the same tool makes the life easier with Groove.
Pluspunten:
It's easy to manage the knowledge base & ticketing system mainly for SaaS companies with Groove.
Minpunten:
They can offer more features to customize the webpage of knowledge base.
Longing for more features and better metrics
Opmerkingen: Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.
Pluspunten:
Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base. You can make rules to send things to various folders, which is nice. It has integration with our NPS software (Delighted).
Minpunten:
Groove lacks a significant amount of features. You can only view metrics based on pre-determined periods of time and you cannot adjust on a custom range. You have no easy way to view how many tickets an agent answered in the prior day. You can't pull random tickets for QC. You can't add tags to your knowledge base articles. Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend. You can't set "office hours" so that you'll automatically send a different auto-reply based on whether you're in the office or not.
Eerder overwogen alternatieven:
Human-centered ticketing system
Opmerkingen: Groove is the smartest "abstraction layer" over email I've seen so far. We don't think in terms of E-Mails any more (you wouldn't know there are any), but individual customer threads in a proper ticketing system.
Pluspunten:
Consider that pricing is not related to the amount of emails you receive or send. The ticket archive keeps growing, but you don't pay more over the years. That's great.
Minpunten:
The interface is not as snappy as a desktop email client, so there is friction when you start using it. But as far as web technology is concerned, it's as good as it gets.
Awesome App!
Opmerkingen: Overall, my experience with Groove has been great! It's made emailing a lot more easier and feel more organized.
Pluspunten:
I like the ability to tag emails to better sort them, and being able to have multiple inboxes in the same location
Minpunten:
Theres not anything that I currently dislike about Groove.
