This might change in the future but currently we use Groove for [email protected] emails; for in-app stuff and live chat we use Intercom. Groove is great for taking in support emails and it creates tickets. In-app chats are done with Intercom. I don’t have a good reason for why we don’t do it all through Intercom. We started using it and just kept Groove and we’ve actually found it’s nice to have that separation. I really love the simplicity of it--I love the simplicity of the product. They don't do much new stuff there; they don’t ever say anything new, but what else do they need to do? They have their cool product and it does what it needs to do. I don’t find that integrates with anything well from that perspective. You should be able to get Groove and Intercom together. If I was Groove I would do that because some of their customers must be very close to leaving for Intercom, but for a support ticket it’s like a global inbox and works brilliantly.
Founder - Better Proposals
Groove is for customer support. It is linked to Gmail and all the customer interactions are captured into Salesforce.
Co-founder - Bayzat
We use Groove because it’s super simple. They really focus on the core features. To be honest, we are starting to outgrow Groove, but currently it is serving us pretty well.
Co-founder & CEO - Student Loan Hero
My favorite tool on the planet is Groove, a customer service software. At first we tried Desk.com but it was too complicated; we got frustrated and left. If a tool has more features, that does not mean that it is the best tool for you. As Hick’s law says, the more options you give to a human, the more hard it is for him to make a decision. This is the philosophy that we use when we choose most of our tools, including Groove. With Groove you can do only 10 things, but they are the very essential ones.
Founder & CEO - MySiteAuditor
We tried Zendesk, and it was too heavy for us. Groove is perfect for a small company like us. It’s very well designed and handles everything we need it to.
Founder & CEO - Whim
Groove has been scaling nicely. Our companies started around the same time, and we happened to find them when we first started, so we decided to give them a shot since they were in the same boat as us. Groove had the right balance of what we needed and price, and the product has definitely grown with our team. It also helps that I know the CEO, and it’s extremely helpful to have a direct line to the CEO.
Founder & CMO - Cloze
We use Groove for support emails. We’re considering bringing everything into Intercom, but Groove has been great so far—it’s essentially a Gmail-like shared inbox with labels on the side for open/closed/pending tickets. It also allowed us to easily build our own integration into it, so alongside support threads we see information about their Eager account, and any recent sessions in FullStory. This makes it so much easier to answer support tickets because you automatically have all of that context right there. Honestly it’s such a comprehensive overview of a customer that it makes responding to support tickets a real pleasure.
Co-founder - Eager
We send notes to each other in Groove. In the thread you have with your customer, you can send an internal reply along with it, and that integrates with Slack, too.
Co-founder - Eager
We use Groove for our inbound support emails. We wanted to have it feel less obvious that everyone was interacting with a help desk.
Co-founder - Keen IO
The gold standard in customer service software seems to be Zendesk, but I like the simple and straightforward nature of Groove much better. Similar to Slack, there are several excellent integrations available. My favorite feature is custom profiles, which allows you to bring in information about users from your own database. We use it to show which properties our customers own or tenants rent.
Co-founder & COO - Castle
It does everything we need and is very easy to pick up and use. I have found it very effective for pulling customer emails as testimonials during a fundraise.
Co-founder & CEO - The Muse
2%Stacklist Startups Are Using Groove
Groove is a minimalist customer service tool that works like a shared inbox for all of your support agents. For the customer, Groove mimics a simple email exchange, but on the backend it offers a number of streamlined communication features like ticket tracking, social media integration, canned responses and customer analytics. You can also use it straight out of your regular inbox without needing to log in to Groove’s portal. Groove is remarkably similar to Help Scout, but with a bit more functionality; for instance, Groove enables you to respond to social media posts, and also includes a widget that can display your help center without redirecting the user away from their current page on your site. Some of the tool’s weaknesses include an inability to merge contacts, but Stacklist users have generally positive feedback about the tool.
Groove is intended for small to medium sized businesses, Seed to Series A. It pitches itself as the smaller, simpler Zendesk, and yet it still has an impressive list of features that help it scale further than other minimalist tools.
Groove has a free plan with a limited feature set that allows for two users and one inbox. Its only paid plan costs $15/user/month, and comes with additional features like social media integration, analytics, email tracking and a developer API.
Visit the website: https://www.groovehq.com/