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.
Account Manager in Customer Service at Paperless Transaction Corp (Financial Services, 11-50 employees)
Chose Groove by OptimizeCX
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Account Manager in Marketing at PaperlessTransaction Corp. (Fund-Raising, 11-50 employees)
Chose Groove by OptimizeCX
We also looked at Zendesk and decided Groove would be a better fit for our company. Groove was a cheaper option and had all of the same features as Zendesk with the added feature of a knowledge base as well as a chat feature (we no longer use the groove chat feature however it …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Founder, Creative Director in Customer Service at French Kiss Collections (Design, 1-10 employees)
Chose Groove by OptimizeCX
I chose GrooveHQ after using Desk.com for many years. I have no complaints about Desk.com, I just wanted something simpler and more like email and Groove did match that. I liked Groove at first, but I grew frustrated with how slow it was.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Key User Insights
Would buy again
No answers on this topic
Delivers good value for the price
No answers on this topic
Happy with the feature set
No answers on this topic
Lived up to sales and marketing promises
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Implementation went as expected
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Features
Groove by OptimizeCX
Incident and problem management
Comparison of Incident and problem management features of Groove by OptimizeCX
Feature
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 Groove by OptimizeCX
Feature
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 Groove by OptimizeCX
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
