Groove by OptimizeCX is a shared inbox for small and mid-sized SaaS teams. It’s presented as a help desk built for speed and not complexity, and is designed to help manage customer conversations across channels.
$87
per quarter per user
Pricing
Groove by OptimizeCX
Editions & Modules
Standard
$29
per month (billed quarterly) per user
Plus
$45
per month (billed quarterly) per user
Pro
$70
per month (billed quarterly) per user
Offerings
Pricing Offerings
Groove by OptimizeCX
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Groove by OptimizeCX
Features
Groove by OptimizeCX
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Groove by OptimizeCX
1.4
6 Ratings
141% below category average
Organize and prioritize service tickets
1.26 Ratings
Expert directory
1.23 Ratings
Subscription-based notifications
1.03 Ratings
ITSM collaboration and documentation
2.03 Ratings
Ticket creation and submission
2.05 Ratings
Ticket response
1.15 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Groove by OptimizeCX
1.4
5 Ratings
139% below category average
External knowledge base
1.44 Ratings
Internal knowledge base
1.44 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
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
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.
I'm giving them a 3 for the really great support they gave for general questions. They also have a good knowledge base. I'm giving them only a 3 though because of my last customer service when I need a billing resolution. I was very disappointed in how they handled that. I also find it very bad practice to send out ONE email notice that they were raising my rate three times as much at the end of the month. When I was with Desk.com, I had numerous emails over months letting me know their billing plans were changing. Even worse than refusing to refund me the difference was that they just stopped responding to me.
We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets
