Groove Erfahrungen

Vorteile

Erster Eindruck war sehr positiv, Groove bietet innovative Funktionen wie z.B. die Anbindung einer Knowledge Base und die API.
Groove hat eine übersichtliche Benutzeroberfläche, die einfach zu bedienen ist, auch wenn das aggressive blau einem irgendwann nervt, wenn man den ganzen Tag damit arbeiten muss...

Nachteile

Leider entwickelt sich Groove scheinbar nicht weiter. Als wir die Software vor einem Jahr eingeführt haben, wurde uns versprochen, dass ein Chat-Widget "in kürze" Verfügbar ist. Das ist leider bis heute nicht der Fall.

Außerdem ist die Software sehr oft sehr langsam und manchmal aktualisiert der Browser plötzlich das gesamte Fenster und alle Eingaben verschwinden.

Groove ist außerdem auf mobilen Geräten (Smartphones) nicht nutzbar. Zwar gibt es eine responsive Ansicht, die allerdings ist sehr fehlerhaft und man kann z.B. bei einem Ticket jeweils nur die letzte Nachricht lesen und kann nicht auf den Verlauf zugreifen.

Die Integrationen zu fremden Apps sind sehr begrenzt und nicht sinnvoll nutzbar. Wir haben das Mailchimp-Plugin installiert, was generell funktionstüchtig ist, allerdings nicht praxisorientiert. So klappt das Menü automatisch immer wieder ein und man muss bei jedem Ticket erst das Mailchimp-Menü in der Sidebar erneut aufklappen.

Groove bietet leider auch nichts wirklich neues, innovatives. Die Regeln können keine Antworten an den Absender versenden. Automatische Vorschläge aufgrund der Knowledge Base gibt es nicht. An einen Mailbot über Künstliche Intelligenz, wie die Wettbewerber das machen, ist nicht zu denken.

Vorteile

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.

Nachteile

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.

Vorteile

It's easy to manage the knowledge base & ticketing system mainly for SaaS companies with Groove.

Nachteile

They can offer more features to customize the webpage of knowledge base.

Vorteile

I do like that I can organize the order of the people I'm reaching out to in my flows. There are a few really good things about Groove from a flow building and Salesforce data retention front that are helpful.

Nachteile

Coming from Outreach, Groove isn't nearly as powerful or easy to use. There are so many things I preferred to do in Outreach that I can't do in Groove. Outreach's bulk import, the quick way to search for contacts that had been contacted just by searching the domain, looking at past email conversations, and better insight into email engagement are all things I had in Outreach that are glaringly missing from Groove. Groove feels clunky to me in how it interacts with my Gmail/Calendar and it's felt like more of an obstacle than an enabling software.

Vorteile

In terms of the Email Software: You can have multiple inboxes in one single account, which is just absolutely amazing. You have the option of viewing emails as separate inboxes/categories (within the same homepage), or listing them as one streamlined inbox. The latter has boosted my email productivity significantly across multiple work emails, freelance emails, and personal emails.

In terms of the Knowledge Base: It is so simple to add an article and organize it accordingly! It's super user-friendly and easy to navigate. Set up is easy. If you don't have coding experience, there's nothing to worry about! The software is intuitive and you won't need any coding at all. For those of us that have dabbled with coding—well, it's incredibly refreshing to not worry about fumbling with the bells and whistles to create something easy to navigate, sleek, and stylish. Less time focusing on the "busy" work, more time focusing on what's important: the content.

Nachteile

The ability to log phone calls through Groove has be revolutionary to me. It's changed the way I work. However, the functionality of logging phone calls is a bit behind all other features of Groove; it still needs some work. But, considering that's the only downside (and, admittedly, not a huge deal), it's definitely not something to worry about or a deciding factor.

Vorteile

Groove does what it sets out to in the most simple and easy to use manner. Shared Inboxes allow teams working on programs to efficiently respond to members. Coming from emails request with multiple recipients we ran into a lot of collision (having multiple agents respond simultaneously), but now you can see when/if a message has been answered and even when another agent is reviewing or responding IN REAL-TIME! Not to mention canned-replies allow teams to hone responses to common questions and agents can send accurate answers, consistently!

Nachteile

Searching for closed requests can be difficult, especially when searching for a particular issue. You can use tags, however it would require tagging every message, consistently while predicting queries necessary in the future.

In Betracht gezogene Alternativen

Vorteile

Groove is really easy to use and does the job that far more complex systems do, better. It really makes the process of building and managing a ticketing system and a knowledge base easy. The integrations with Wordpress are really slick and the add on integrations with Slack and live chat support are just awesome. It's the ideal blend of performance, capability, integration, and function. It just works and it's a pleasure to use.

Nachteile

Mobile can be a bit challenging but it's gotten better over time.

Vorteile

What I like most about Groove is the ability to integrate so many things into it. For instance, when a customer reaches out to us I am able to see all of their account information right in groove.

Nachteile

The thing I like the least about Groove is being unable to set tickets to pending. This is a functionality that was replaced by a "Snooze" feature in Groove 2.0. I think it says a lot about a product that the thing I like the least was replaced by a potentially better feature that I just need to get used to and determine how to make work for my needs.

Vorteile

Groove works really well for our ticketing system. We can assign customer support tickets to various groups and people and we can track how they have moved throughout the system. Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place.

Nachteile

The only thing I haven't liked is that the auto-refresh function didn't seem consistent so there were times when multiple people responded to the same ticket because they didn't see that it had been closed. This has probably been updated with their new Beta.

Vorteile

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.

Nachteile

The user interface can be slow sometimes to use, but I think they are doing a refresh soon so hopefully that will solve it.

Vorteile

Groove has some great features: Mailboxes (with assigned teams) with incoming email addresses for different topics, canned replies, tagging, assignment, email notifications. The interface is intuitive even for my veteran staff, and the Zapier integration is a bonus!

Nachteile

Groove lacks customizable embeddable web forms, so you are stuck with their big green "?" or a workaround via email Zapier. Reporting could be better - more details helps managers make better-informed judgements about staff performance.

Vorteile

Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy

Nachteile

Search, snooze options are limiting and need to be available when I'm composing a message, reporting

Vorteile

* Multiple users able to be logged in at the same time
* Notes feature
* Merging ability
* Customizable settings by user
* Multiple mailboxes
* Tracker
* App integration
* Friendly and very responsive support team (quick to fix bugs)

Nachteile

* It'd be nice if the Notes feature also had the rich text formatting options available (you can use them if you copy/paste though).
* It'd be nice if we could minimize past emails in a thread so we don't have to scroll through them all each time.

Vorteile

(see my review on previous page)

Nachteile

(see my review on previous page)

Vorteile

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).

Nachteile

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.

Vorteile

The ability to support multiple projects within the same subscriptions is great. Since the recent revamp, the only thing that didn't support multiple projects, the knowledge base, now supports this. We manage a few completely different projects so its great that they are all supported under the same account.

Nachteile

Since the revamp, not much... I wish the small side navigation menu had a pull out version that actually had text for the navigation... on a large monitor i don't need to save the screen real estate and the icons are not the most intuitive. Not sure if there are hover over tool tips but if there are they don't seem to work for me so I find myself clicking through a few icons until I find what I want.
If I was being really picky, a mobile app for the inbox would be useful so I can respond to questions even if Im out and about, but it isn't a deal-breaker for us.

Vorteile

Especially after Groove published their new, intuitive dashboard, Groove is the most simple and beautiful solution, while also affordable especially for small to medium teams.

Nachteile

There are a few minor bugs, but you almost never notice them. Plus, their support team is super helpful with those, and they let you know as soon as it's fixed. Also, invoices can't be sent per email which is cumbersome for tax purposes.

Vorteile

I like emails organized as tasks/support requests. This was major feature why I moved from emails.

Nachteile

Emails are always expanded. If there is long discussion emails are getting longer and longer and then they are unreadable. Another very missing feature is ability to split emails into new ticket - users very often send new email using "Reply" on very old email and removing original content, event replying to email half year old, so this reopens old ticket instead of creating new one . Maybe there should be time limit when email reopens old ticket or creates new one.

Vorteile

It is easy to use and fits my need as a small company. It just fits that we can use email for support and use Groove as a way to manage that interaction. The knowledgeable is very helpful for us.

Nachteile

There are features I don't use but no complaints.

Vorteile

I like the automatic reminders about what needs to be done each day. It takes the guess work out of what you should be doing first or next when you sit down to start your day. It is easy to use when setting up flows and integrates well with salesforce.

Nachteile

There are some things that would be great if you could automate, like adding people into flows when specific actions happen. I have tried to make some of this work but ended up being more trouble than it was worth.

Vorteile

The company lives and breathes customer support. You can see it in their product, but the blog and product support are amazing extensions.

Nachteile

No mobile app yet..

Vorteile

Groove is great value for money. Functionality is updated all the time. The new 2.0 software looks awesome and is easy to use.

Nachteile

It's still a bit limited in functionality, but that's nitpicking.

Vorteile

It integrates with AccessAlly and Infusionsoft, is reliable, easy to set up and use, and has the ability to customize with your branding. It isn't very expensive and does what it is supposed to. It has the Knowledge Base and widget ability which is a huge plus. It doesn't make customers log in which makes it easier for them.

Nachteile

I'd like to see even more of an ability to customize the appearance of the widget and knowledge base.

Vorteile

Groove has the ability to track that emails have been opened. This is helpful for prospecting and client outreach. There is also calendar scheduling functionality that I plan to utilize further.

Nachteile

It would be helpful to track who specifically opened the emails that are sent, particularly if it is widely forwarded within an organization.

Vorteile

Helps me with my day-to-day sales grind. Tracks my calls, emails, linkedin messages, texts even, and integrates back into my Salesforce and ZoomInfo accounts.

Nachteile

Could have better tracking functionality, linkedin for example would be great to be able to track engagements.