--- description: Review of Groove Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Groove | Reviews, Pricing & Demos - SoftwareAdvice GB --- Breadcrumb: [Home](/) > [CRM for Startups](/directory/3235/startup/software) > [Groove](/software/110166/groove) # Groove Canonical: https://www.softwareadvice.co.uk/software/110166/groove Page: 1 / 5\ Next: [Next page](https://www.softwareadvice.co.uk/software/110166/groove?page=2) > Groove is a cloud-based help desk software for small businesses. It helps companies to communicate with their customers via email, live chat, social media and phone calls. Key features include ticketing, live chat, knowledge management, reporting tools and customer self-service. Groove allows users to converse with their customers on multiple channels through one platform. Reporting dashboards display customer support metrics such as average handle time and reply type, as well as complaint trends, bugs and requests. Users can set up an online knowledge base for customers. Groove also offers on-site support widgets such as an FAQ, contact forms and live chat. The software supports various integrations including Slack, Zapier, Facebook and Twitter. > > Verdict: Rated **4.5/5** by 87 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 87 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 4.7/5 | Based on overall reviews | | Value for Money | 4.5/5 | Based on overall reviews | | Features | 4.2/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Groove Networks - **Founded**: 2013 ## Commercial Context - **Starting Price**: US$29.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: Pricing is based on the number of users per month and features selected. - **Target Audience**: Self Employed, 2–10, 11–50 - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: Australia, Brazil, Canada, China, India, United Kingdom, United States ## Features - API - Access Controls/Permissions - Alerts/Escalation - Alerts/Notifications - Automated Routing - Autoresponders - CRM - Call Centre Management - Catalog Management - Chat/Messaging - Collaboration Tools - Communication Management - Configurable Workflow - Contact Management - Content Management - Customer Database - Customer Engagement - Customer Experience Management - Customer History - Customisable Branding ## Integrations (13 total) - Delighted - GitHub - Instagram - Jira - JustCall - Mailchimp - Meta for Business - Recharge - Shopify - Slack - Stripe - Trello - Zapier ## Support Options - Email/Help Desk - Knowledge Base - Phone Support - Chat ## Category - [CRM for Startups](https://www.softwareadvice.co.uk/directory/3235/startup/software) ## Related Categories - [CRM for Startups](https://www.softwareadvice.co.uk/directory/3235/startup/software) - [Gaming and Casino CRM Software](https://www.softwareadvice.co.uk/directory/340/gaming-casino-crm/software) - [Mortgage CRM Software](https://www.softwareadvice.co.uk/directory/345/mortgage-crm/software) - [Knowledge Base Software](https://www.softwareadvice.co.uk/directory/3898/knowledge-base/software) - [Hotel CRM Software](https://www.softwareadvice.co.uk/directory/339/hospitality-hotel-resort-crm/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.co.uk/software/2764/salesforce-sales-cloud) — 4.4/5 (18768 reviews) 2. [Zendesk Suite](https://www.softwareadvice.co.uk/software/26892/zendesk-talk) — 4.4/5 (4072 reviews) 3. [LiveChat](https://www.softwareadvice.co.uk/software/27068/livechat) — 4.6/5 (1715 reviews) 4. [LiveAgent](https://www.softwareadvice.co.uk/software/109980/liveagent) — 4.7/5 (1754 reviews) 5. [Freshdesk](https://www.softwareadvice.co.uk/software/110247/freshdesk) — 4.5/5 (3409 reviews) ## Reviews ### "Best way to manage your customer support network" — 5.0/5 > **Maxwel** | *10 October 2019* | Marketing & Advertising | Recommendation rating: 10.0/10 > > **Pros**: 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. > > **Cons**: 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. ----- ### "Useful and easy to use\!" — 5.0/5 > **Josh** | *30 April 2018* | Recommendation rating: 8.0/10 > > **Pros**: It is good to keep track of all the support requests that we get in. It's a great way to keep on top of issues reported by clients. > > **Cons**: The user interface can be slow sometimes to use, but I think they are doing a refresh soon so hopefully that will solve it. > > We are helping to solve the issues that clients get when using their websites. It's been a great way to keep on top of problems that are being reported. ----- ### "Longing for more features and better metrics" — 3.0/5 > **Ash** | *11 January 2018* | Computer Games | Recommendation rating: 2.0/10 > > **Pros**: 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). > > **Cons**: 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. > > Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly. ----- ### "The most easy to use and transparent support app" — 5.0/5 > **Martin** | *17 September 2015* | Computer Software > > **Pros**: - Clean and modern interface - Awesome knowledge base functionality - Great support and development team - Overall ease of use - Lots of integration possibilities - Best value for money > > **Cons**: We've missed a few features from our previous system, such as a possibility to split tickets and a more functional rich text editor. However, the guys at Groove promised us they're planning to get this into one of the next releases :) > > We've been switching from our previous (free) support system over to a new one lately. After testing a dozen of different services in process, we instantly fell in love with Groove in just a few days of live usage – especially with the clean and modern interface and the knowledge base functionality. Even though Groove lacks a few minor features, we've been informed they are on the roadmap already. In addition to this, Groove's got the most responsive and friendly team we've ever encountered, which is great and makes a lot of sense for a company creating a support system. Definitely not going anywhere anytime soon\! ----- ### "Pretty good, give it a try." — 4.0/5 > **Tim** | *4 April 2016* | Education Management > > **Pros**: Support Tickets Easy to get started Good support response > > **Cons**: KB hard to customize Not seeing improvements lately to KB > > I love the Groove blog. It's a must read for anyone making Saas. As a result I was trying to find a reason to use Groove. I signed up once we had enough customers and support requests to warrant having a KB. I have found the support ticketing system really quite good. Keeps things in order amongst our small team. I am frustrated by the KB though. In my opinion, it's not very user friendly...which has been a surprise given Grooves Blog. Overall, definitely worth a try and you can decide. ----- Page: 1 / 5\ Next: [Next page](https://www.softwareadvice.co.uk/software/110166/groove?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/110166/groove) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data