Información general sobre Groove
¿Qué es Groove?
Brinda asistencia personal a cada cliente. Los clientes nunca sentirán que son solo un "ticket de asistencia" para ti y nunca sabrán que estás usando un servicio técnico.
Trabaja mejor en grupo. Todo tu equipo estará en la misma página con tareas, notas privadas y recordatorios de seguimiento, todo en una bandeja de entrada compartida supersimple.
Esta bandeja de entrada compartida reúne todo, asegurándose de que ninguna solicitud de asistencia se escurra por las grietas. Las notas privadas, las respuestas enlatadas, las tareas y los seguimientos ayudan a los agentes a cerrar los tickets más rápido y facilitar la colaboración con tu equipo.
Groove tiene lo que les falta a otros servicios técnicos:
facilidad de uso;
la cantidad justa de características;
precios que escalan;
colaboración por correo electrónico, asistencia multicanal, satisfacciones, calificaciones, perfil de clientes;
Información general sobre Groove
Precio
Opciones de precios
Funciones de Groove
Medios
Opiniones de Groove
Opiniones de Groove
Best way to manage your customer support network
Groove Email Software + Knowledge Base
The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.
This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.
Mobil nicht nutzbar, keine Weiterentwicklung und sehr, sehr langsam
Groove war eine tolle Erfahrung und wir haben über 1 Jahr damit unseren Support abgewickelt. Allerdings spart es kaum Arbeit im Vergleich zu einem normalen Mailclienten.
Da wir stark wachsen, suchen wir nun ein Tool, welches unsere Mitarbeiter mit automatischen Vorschlägen unterstützt.
Außerdem finden wir eine mobile Bedienbarkeit im Jahr 2020 als absolute Grundvoraussetzung für so ein System. Das kann Groove leider nicht bieten.
Manages our support inboxes with ease!
Groove Works, It's Easy to Use, and I LOVE IT!
I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.
Compara con las alternativas según la valoración global
Compara las alternativas

Best way to manage your customer support network
Puntos a favor
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.
Puntos en contra
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.
Groove Email Software + Knowledge Base
The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.
This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.
Puntos a favor
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.
Puntos en contra
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.
Respuesta de Groove Networks
Hi Mayra, thanks for taking the time to leave us such a detailed review on Capterra. Your feedback is very valuable and I was wondering if you would be potentially interested in publishing a customer story with Groove on our website?
Mobil nicht nutzbar, keine Weiterentwicklung und sehr, sehr langsam
Groove war eine tolle Erfahrung und wir haben über 1 Jahr damit unseren Support abgewickelt. Allerdings spart es kaum Arbeit im Vergleich zu einem normalen Mailclienten.
Da wir stark wachsen, suchen wir nun ein Tool, welches unsere Mitarbeiter mit automatischen Vorschlägen unterstützt.
Außerdem finden wir eine mobile Bedienbarkeit im Jahr 2020 als absolute Grundvoraussetzung für so ein System. Das kann Groove leider nicht bieten.
Puntos a favor
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...
Puntos en contra
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.
Manages our support inboxes with ease!
Puntos a favor
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!
Puntos en contra
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.
Groove Works, It's Easy to Use, and I LOVE IT!
I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.
Puntos a favor
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.
Puntos en contra
Mobile can be a bit challenging but it's gotten better over time.
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas
Precios de Groove
Precios de Groove
Compara las alternativas según la relación calidad-precio
Compara las alternativas
Funciones de Groove
Funciones de Groove
Compara con las alternativas según la valoración de características
Compara las alternativas
Categorías
Categorías
Preguntas frecuentes sobre Groove
Preguntas frecuentes sobre Groove
He aquí algunas preguntas frecuentes sobre Groove.
P. ¿Qué tipo de planes de precios ofrece Groove?
Groove ofrece los siguientes planes de precios:
A partir de: USD 12.00/mes
Modelo de precios: Suscripción
Prueba gratis: Disponible
P. ¿Cuáles son las características principales de Groove?
No tenemos información sobre las características de Groove
P. ¿Quiénes son los usuarios habituales de Groove?
Los clientes habituales de Groove son:
Empresas pequeñas, Administraciones públicas, Empresas medianas
P. ¿Qué idiomas admite Groove?
Groove admite los siguientes idiomas:
Inglés
P. ¿Qué tipo de planes de precios ofrece Groove?
Groove cuenta con los siguientes planes de precios:
Suscripción
P. ¿Groove es compatible con dispositivos móviles?
No tenemos información sobre los dispositivos compatibles con Groove
P. ¿Con qué otras aplicaciones se integra Groove?
Groove se integra con las siguientes aplicaciones:
Benchmark Email, Campaign Monitor, Constant Contact, Olark, PieSync, ProjectManager.com, Slaask, Slack, Talkdesk, elevio
P. ¿Qué tipo de asistencia ofrece Groove?
Groove ofrece las siguientes opciones de asistencia:
Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo