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GrooveHQ

GrooveHQ

Overview

What is GrooveHQ?

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow…

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Learn from top reviewers

They list feature that they dont offer!

Rating: 1 out of 10
March 21, 2022
Vetted ReviewVerified User
GrooveHQ looked like an interesting tool to shift to handle our customer service. Due to the social media growth and the fact that GrooveHQ says they integrate with Facebook/I...
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Verified user
Director
GrooveHQ2 years of experience

Good software, but has lots of room to grow

Rating: 7 out of 10
September 7, 2021
IncentivizedVetted ReviewVerified User
Overall, it has been a great CRM system for our Sales Team. It does have its flaws, but it has greatly reduced the amount of time between calls and increased follow-up with pr...
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VALERIE AMPRIM
Team Lead - Sales
Sales Development
Govenda
GrooveHQ1 year of experience

Unhappy Ex-Customer

Rating: 3 out of 10
September 4, 2019
Vetted ReviewVerified User
I used Groove for around 9 months for my customer service of my small business. I used it for answering customer emails and also for general business email. I used to use Desk...
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Leslie Nicole
Professional - Customer Service
Founder, Creative Director
French Kiss Collections
GrooveHQ1 year of experience

Groove has done wonders for our company!

Rating: 7 out of 10
December 6, 2018
Vetted ReviewVerified User
We use Groove for our ticketing system. We have four different departments that utilize it and we use it to track customer emails, support requests, and client communication. ...
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Zach Zimmerman
Account Manager - Customer Service
Account Manager
Paperless Transaction Corp
GrooveHQ3 years of experience

GrooveHQ

Rating: 10 out of 10
November 29, 2018
IncentivizedVetted ReviewVerified User
We use Groove in 2 different departments for our ticketing service. We use it in our Support department to keep track and answer all support emails that come in and we use it ...
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Bryce Johnston
Account Manager - Marketing
Account Manager
PaperlessTransaction Corp.
GrooveHQ4 years of experience
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Commonly Discussed Topics

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These are common buyer considerations generated to help you find the best products. While this is a beta feature, it is our mission is to provide you with the best information possible to make confident and trusted technology decisions.

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Pricing

View all pricing

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.groovehq.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $15 per month
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

1.4
Avg 8.1

Self Help Community

Features that allow customers to self-service for support issues.

1.4
Avg 8.0

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

1
Avg 7.9
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Product Details

What is GrooveHQ?

GrooveHQ Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ starts at $15.

Reviewers rate ITSM collaboration and documentation and Ticket creation and submission highest, with a score of 2.

The most common users of GrooveHQ are from Small Businesses (1-50 employees).
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Comparisons

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Reviews From Top Reviewers

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Companies can't remove reviews or game the system. Here's why
(1-1 of 1)

Unhappy Ex-Customer

Rating: 3 out of 10
September 04, 2019
LN
Leslie Nicole
Founder, Creative Director
French Kiss Collections (Design, 1-10 employees)
Vetted Review
Verified User
GrooveHQ
1 year of experience
View profile
Use Cases and Deployment Scope
I used Groove for around 9 months for my customer service of my small business. I used it for answering customer emails and also for general business email. I used to use Desk.com and I was looking for a simpler solution.
Pros
  • Groove is pretty well organized.
  • They have a good knowledge base.
  • The support is usually pretty fast.
Cons
  • The email is extremely slow. It became unbearable. It did get better when they made some changes for me, but it was still slow. I've used other services and this was the slowest I've ever experienced. I wouldn't recommend it if you get a lot of HTML. They admitted they don't do well if you get a lot of HTML.
  • Very bad customer service if there is a problem or dispute. They sent out ONE email to say they were raising their rates the next month. I never saw the email. I didn't realize my rates had been raised until I went to cancel my account (due to being unhappy with how slow it was) They had raised my rate 3 times from $22 to $68! When I complained, they just replied that they sent out one email and left it at that. They stopped answering my emails. Wow. As someone in customer service, if I had a client who complained, I would bend over backwards to make them happy.
  • For what you pay with Groove, I would expect better service and features.
Likelihood to Recommend
If you have customer service that is mostly text based, GrooveHQ isn't bad, but if you handle emails in HTML, it is way too slow. The customer service is good - until it isn't. I left with a very bad feeling towards them. It's too bad, too because it was avoidable. With better customer care resolution, I would have left feeling much better towards them.
GrooveHQ Feature Ratings
Incident and problem management (6)
10%
1.0
Organize and prioritize service tickets
60%
6.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
N/A
N/A
Ticket response
N/A
N/A
Self Help Community (2)
40%
4.0
External knowledge base
80%
8.0
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
N/A
N/A
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
N/A
N/A
Help Desk CRM integration
N/A
N/A
Return on Investment
  • I can only say that I started to dread doing my emails because it worked so slowly.
Usability
6
It's well organized, but slow.
Support Rating
3
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.
Alternatives Considered
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.
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