Groove

Groove

Por Groove Networks

¿Quién usa Groove?

Los clientes son pequeñas empresas de entre 1 y 200 empleados en: Software B2C/B2B, comercio electrónico, web, agencias de desarrollo/diseño, servicios online, otro software/SaaS

¿Qué es Groove?

Una mejor manera de apoyar a tus clientes. Groove te ayuda a convertir las interacciones de tus clientes en conversaciones significativas y relaciones más sólidas.

Compuesto por una Bandeja de entrada, Base de conocimientos e Informes compartidos multicanal simples, pero potentes, Groove es la alternativa perfecta a las soluciones de centro de ayuda excesivamente complicadas y de precio elevado del mercado.

Información sobre Groove

Groove Networks

https://www.groovehq.com

Fundada en 2013

Resumen de precios de Groove

Groove no tiene versión gratuita, pero ofrece una prueba gratis. La versión de pago de Groove está disponible a partir de US$9.00/mes.

Precio inicial

US$9.00/mes

Versión gratuita

No

Prueba gratis

Implementación

En la nube, SaaS, web

Formación

Seminarios web

Documentación

Asistencia

Horas laborables

Funciones de Groove

Herramientas para medir la satisfacción del cliente
Análisis
Comentarios de 360 grados
Creación de informes de llamadas
Gestión de encuestas
Recopilación de comentarios
Supervisión de quejas
Análisis
Análisis de sentimientos
Análisis de texto
Análisis predictivo
Gestión de encuestas y sondeos
Gestión de los comentarios negativos
Gestión del conocimiento
Panel de comunicaciones
Recopilación de datos multicanal
Segmentación de clientes
Búsqueda de texto completo
Catalogación/Categorización
Colaboración
Foros de discusión
Gestión de contenidos
Gestión de la base de conocimiento
Portal de autoservicio
Árbol de decisión
Alertas y alzada
Almacenamiento de documentos
Chat en tiempo real
Comunicación multicanal
Creación de marca personalizable
Enrutamiento automatizado
Gestión de SLA (Service Level Agreement)
Gestión de la base de conocimiento
Gestión de recursos informáticos
Gestión de tickets
Integración de correo electrónico
Portal de autoservicio
Seguimiento de interacciones
Supervisión de redes
Alertas y alzada
Asistente virtual
Base de conocimientos
Chat en vivo
Encuestas y comentarios
Gestión de centros de atención telefónica
Gestión de citas
Gestión de colas de espera
Gestión de correo electrónico
Gestión de flujos de trabajo
Integración de redes sociales
Métricas de rendimiento
Portal de autoservicio
Alertas de cuenta
Análisis de pérdidas/ganancias
Contratación de personal
Gestión de cuentas
Gestión de ingresos
Gestión de la comunicación
Gestión del ciclo de vida del cliente
Participación del cliente
Resultado de salud
Seguimiento/Análisis de uso

Reseñas de Groove

Mostrando 5 de 59 reseñas

En general
4.5/5
Facilidad de uso
4.6/5
Atención al cliente
4.6/5
Funcionalidades
4/5
Relación calidad-precio
4.4/5
Maxwel B.
Customer Success
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    5/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    5/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 10/10/2019

"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.

Contras: 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.

  • Fuente de la reseña 
  • Publicado el 10/10/2019
Mayra P.
Head of Marketing + Public Relations
Gestión de organizaciones sin ánimo de lucro, 13-50 empleados
Ha utilizado el software durante: Más de un año
  • Valoración global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 27/2/2019

"Groove Email Software + Knowledge Base "

Comentarios: 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.

Contras: 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 proveedores

por Groove Networks el 6/3/2019

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?

  • Fuente de la reseña 
  • Publicado el 27/2/2019
Ash K.
Community Manager
Juegos de ordenador, 13-50 empleados
Ha utilizado el software durante: Más de un año
  • Valoración global
    3/5
  • Facilidad de uso
    4/5
  • Características y funcionalidades
    1/5
  • Asistencia técnica
    4/5
  • Relación calidad-precio
    2/5
  • Probabilidad de recomendación
    2/10
  • Fuente de la reseña 
  • Publicado el 11/1/2018

"Longing for more features and better metrics"

Comentarios: Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.

Puntos a favor: Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base. You can make rules to send things to various folders, which is nice. It has integration with our NPS software (Delighted).

Contras: Groove lacks a significant amount of features. You can only view metrics based on pre-determined periods of time and you cannot adjust on a custom range. You have no easy way to view how many tickets an agent answered in the prior day. You can't pull random tickets for QC. You can't add tags to your knowledge base articles. Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend. You can't set "office hours" so that you'll automatically send a different auto-reply based on whether you're in the office or not.

  • Fuente de la reseña 
  • Publicado el 11/1/2018
Andrew S.
BDR
Software informático, 51-200 empleados
Ha utilizado el software durante: Más de un año
  • Valoración global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    5/5
  • Asistencia técnica
    Sin valoración
  • Relación calidad-precio
    Sin valoración
  • Probabilidad de recomendación
    9/10
  • Fuente de la reseña 
  • Publicado el 7/4/2020

"Helps keep prospects warm and up to date."

Comentarios: Use it every single day, could not do my job without a tool like this. Support is very quick to address any challenges or issues I face.

Puntos a favor: Helps me with my day-to-day sales grind. Tracks my calls, emails, linkedin messages, texts even, and integrates back into my Salesforce and ZoomInfo accounts.

Contras: Could have better tracking functionality, linkedin for example would be great to be able to track engagements.

  • Fuente de la reseña 
  • Publicado el 7/4/2020
Lo M.
Customer Happiness
13-50 empleados
Ha utilizado el software durante: Más de un año
  • Valoración global
    4/5
  • Facilidad de uso
    4/5
  • Características y funcionalidades
    3/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    6/10
  • Fuente de la reseña 
  • Publicado el 5/1/2017

"Great look, needs some work on search and reporting"

Comentarios: 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.

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

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

  • Fuente de la reseña 
  • Publicado el 5/1/2017