Position of Groove in our main categories: Groove is one of the top 5 Customer Support Software products, Groove is one of the 5 Help Desk Software products. Learn how to improve your net promoter score in five steps. You’re not running a production line at a factory—you’re running an entire business. Rules and Canned Replies solve these problems for us within Groove. The Groove app is still in beta testing and forthcoming features include attachments and labels, rich text formatting, and push notifications for Android devices. Once clicked, you'll receive a blank form for the Mailbox you'd like to create.

Next, you should perform your research through and through. If you are interested in Groove it might also be sensible This will be the hub for all your customer data and insights. I understand you want to use a shared folder in OneDrive instead of your current Music folder. The Groove blog provides information on customer service and general business topics. Early-stage growth is one of the most exciting moments in the business lifecycle. We used Gmail for everything when we first started this company—yes, even customers support—mostly because Groove’s support platform didn’t exist yet, but also because it was cheap and easy. You'll go through the same steps as you did when you originally set up your first Groove Mailbox. And even sillier when you realize it could be completely resolved by switching to a better shared inbox platform. As default, we'll send the reply back from whatever email address the customer originally contacts you at.

Organizing these various types of requests and making sure each gets a full resolution was nearly impossible with Gmail. Set them up using “if…then” conditions like: And finally, evaluate the shared inbox’s reporting tool. The Groove inbox is well-organized and easy to navigate. | A better way to support your customers. You’ll want to use tags to track content and look at trends as well. Admittedly, the UI does look a bit old, but it is still very intuitive and neatly designed.

PROS: This platform offers a plethora of features that I find useful for propelling our business forward. This means that users may log in and not be informed of the changes on the tickets they own until a few hours into their shift. And it’s not just an emailing tool, I also consider it as a task management program. A shared inbox includes features like assignments, notes, and mentions to delegate and discuss issues without ever leaving the actual conversation. Inevitably, some emails get answered quickly, others are placed on the backburner. Unlike most other software companies, Groove has no online user community or forums, which are a valuable source of nuts-and-bolts information. When you support multiple mailboxes, agents can change what mailbox to send a reply from when answering customer requests within the ticket. The Groove mobile app allows them to: The Groove app is web-based, which means it operates on any digital device with an internet connection regardless of its operating system. Plug them into any conversation with one click. A groovebox will help. Common uses include: You might also create webhooks, which automatically transmit data when a predefined event occurs. Like the most popular email service providers, it lets you format your messages and add content however you like, it lets you create automatic replies and BCCs, as well as have collapsible message threads. PROS: Groove’s nature has made it easy for us to integrate this smoothly into our workflow. Accommodates a Maximum of 10 Canned Replies, Integration with Salesforce, HubspotApps, and Jira. I know they’re still working on this—but I’m getting a bit impatient because it has been months since I filed for this bug. If this is successful, our workflow would be positively improved. Email queries submitted via the customer support widget are answered from 9 a.m. to 6 p.m. Monday through Friday EST. Shared inboxes mean no emails will fall through the cracks again, and collision detection prevents any confusion between agents about who is replying to whom. Your customers can find information at their convenience, and agents can include knowledge base article links in customer conversations.

But doing it every day, for hours each day, is simply inefficient. This makes it easy to assign emails to teammates and ensures you follow up with waiting customers. Hard delete conversations to remove them from your Inbox. Not sure how to use a particular tool in your software solution? Groove's analytics reporting provides a clear picture of the effectiveness of your overall support operations and individual agent performance. It’s a simple way to see when you should devote your time to monitoring the inbox or what hours a new hire will need to work. At the end of the day, it’s not enough to say, “We answered all the emails.”. This way, you can pinpoint which aspects of your operations are working and which ones are not, making it easier to adjust your workflow. The Blueprint goes through Groove's best features in this review.