Groove

Groove

Logiciel simple de service d'assistance

4.5/5 (54 avis)

Groove - Présentation

Offrir une assistance personnalisée à chaque client. Vos clients n'auront jamais l'impression d'être simplement un "cas d'assistance" ou d'utiliser un service d'assistance.

Travaillez mieux ensemble. Toute votre équipe restera informée grâce à des affectations, des notes privées et des rappels de suivi, le tout dans une boîte de réception partagée facile d'utilisation.

Cette boîte de réception partagée rassemble tous ces éléments en veillant à ce qu'aucune demande d'assistance ne passe les mailles du filet. Les notes privées, les réponses préenregistrées, les affectations et les suivis aident les agents à fermer les cas d'assistance plus rapidement et facilitent la collaboration avec votre équipe.

Groove offre ce qu'il manque aux autres services d'assistance :

Facilité d'utilisation
Quantité adéquate de fonctionnalités
Tarification par paliers
Collaboration par e-mail Assistance multicanal Évaluations de satisfaction Profils de clients

Prix

À partir de
12,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Inde, Amérique latine, Afrique et Moyen-Orient, Royaume-Uni

Langues

anglais

Groove - Avis

Note globale
4.5/5
93% d'avis positifs
32
Excellent
18
Très bien
3
Moyen
1
Médiocre
0
Horrible
Mayra P.
Traduire avec Google Translate

Groove Email Software + Knowledge Base

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 27/02/2019
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Réponse 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?

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Lo M.
Traduire avec Google Translate

Great look, needs some work on search and reporting

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 05/01/2017
Provenance de l'avis : Capterra

We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email.
There is a lot of room for improvement in a couple of areas I can see. First would be search - I find Groove's search functionality slow and clunky. Almost every time I need to search for something, I find myself going back to Gmail and since this is something I do daily, I always need to have the account open in Groove and in Gmail. Our hope in this switch was to completely get out of email and the search functionality has made that impossible. I love being able to use the search operators Google has and if they're available in Groove as well I have not figured out how to get them to work. Additionally, the time frames I can search are very limiting.
I have also found the reporting to be lackluster. We want to use this to help make our product better and we use tags on our messages to help keep track of what our customers are writing in about. It is helpful to see how many times each tag has been added to a message but that doesn't really give me the whole picture. I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available.

If all I wanted to do was answer customer emails quickly in a pretty environment, Groove will get the job done without an issue. Because we're trying to use customer support to make our product better, I think there is a bit of a disconnect.

There are a couple smaller bugs I see regularly but haven't been bothersome enough to write into support. For example, if I make a typo when I'm typing a tag in and backspace, then I am no longer able to use my arrow keys to navigate up and down the auto-complete list.

Avantages

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

Inconvénients

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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

6.0/10
Eric G.
Traduire avec Google Translate

Groove Works, It's Easy to Use, and I LOVE IT!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 26/02/2019
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Ling ling L.
Traduire avec Google Translate

Groove keeps both the customer and the employee in mind

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 20/04/2017
Provenance de l'avis : Capterra

Groove is an excellent customer service support platform because it makes sharing and discussing cases much easier in a convenient manner. Groove allows for internal notes, auto-fills in emails if you've emailed that specific individual before, allows for merging cases, alarms, different statuses, different mailboxes within the same interface, and much more. Groove also makes use of color coding for the different features available, such as yellow for internal notes.

Groove also allows for multiple users to be logged on Groove at the same time, which allows multiple users to view the same ticket -- a feature that was missing from a different support platform I've tried previously.

Groove's own customer support is also extremely friendly and responsive, and they're great at keeping you updated. I especially enjoy reading the articles from their blog!

Avantages

* 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)

Inconvénients

* 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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Kirsten P.
Traduire avec Google Translate

Fueled by Happiness Rating

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 28/02/2019
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Réponse de Groove Networks

Hi Kirsten,

we really appreciate your positive feedback. Thank you for sharing it! Regarding replacement of "pending" with "snooze", we know that it's not easy to get used to a change especially if you were using specific feature on a daily basis. We hope that, in a long-term, you will see the benefit of snooze which gives you more flexibility than pending. Did you get a chance to try the new "indefinite snooze" feature? When you snooze a conversation indefinitely, no re-open time is set, and it will stay snoozed until a user ¿unsnoozes¿ manually or changes the status back to open/close. It serves the same purpose as the "pending" status.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

Groove - Prix

À partir de
12,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Groove - Fonctionnalités

  • API
  • Base de données de clients
  • Intégration CRM
  • Modèles personnalisables
  • Rapports et statistiques
  • Rapports personnalisables
  • Stratégie de marque personnalisable

  • Base de données de contacts
  • Champs personnalisables
  • Gestion des calendriers
  • Importation et exportation de données
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Intégration mobile
  • Notifications automatiques
  • Paiements électroniques
  • Rappels automatiques
  • Suivi des activités
  • Tableau de bord d'activités

Groove - FAQ

Voici quelques-unes des questions fréquentes sur Groove.

Q. Quels sont les types de licence disponibles pour Groove ?

Types de licences disponibles pour Groove :

À partir de: 12,00 $US/mois

Type de licence: Abonnement

version d'essai gratuite: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Groove ?

Nous n'avons pas d'informations sur les fonctionnalités de Groove.

Q. Qui utilise Groove ?

Utilisateurs habituels du logiciel Groove :

Entreprises de taille moyenne, Administration publique, PME

Q. Dans quelles langues Groove est-il disponible ?

Langues dans lesquelles Groove est disponible :

anglais

Q. Quels sont les types de licence disponibles pour Groove ?

Types de licences disponibles pour Groove:

Abonnement

Q. Groove prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par Groove.

Q. Avec quelles applications Groove peut-il s'intégrer ?

Applications s'intégrant à Groove :

Benchmark Email, Campaign Monitor, Constant Contact, Olark live chat, PieSync, ProjectManager.com, Slaask, Slack, Talkdesk, elevio

Q. Quelles sont les ressources d'aide disponibles pour Groove ?

Ressources d'aide disponibles pour Groove :

Support en ligne, Support téléphonique, Tutoriels vidéo