October 4, 2011

Groove – Not the Same Old Support Desk

When it comes to customers and clients, satisfaction begets more satisfaction. Happy customers who feel that their concerns are being taken seriously are more likely to recommend a company to their friends, leading to additional sales and – ideally – even more satisfied customers in the long run. Chain reactions like this start with excellent customer service, and excellent customer service starts with a web-app like Groove.

If you’ve ever struggled to provide support to client across a wide spectrum of online and offline channels, then Groove is a web-app that can help you sort it all out. Ideally suited for any e-commerce company that needs to provide supports for customers and clients online, Groove is easy to set up and easy to use. Just install a help widget on your existing website, integrate Groove with your company Twitter account, and forward your customer service emails directly to the app. Rather than puttering around the Internet logging into and out of various accounts all day, you can start each morning by logging into Groove and checking out everything your customers are saying. Answer email queries, engage with fans on Twitter, and chat with concerned clients from within the Groove system. Serious queries and problematic tweets can be turned into tickets, which can be followed up on at a later date.

Groove includes a customer satisfaction ratings section that online fans can fill out to let you know how you’re doing. The web-app also offers a “smart reporting” section where you can see a bird’s eye-view of how your customer support team is functioning as a whole. For business leaders that want to centralize their customer support centers and delegate various tasks to other members of the team, Groove is a stylish and functional option.

Practical Uses:

  • Quickly answer questions from customers online
  • Engage in live chats with visitors on your business website
  • Find out what fans are saying about your company on Twitter
  • View statistics that show how well you’re responding to online criticism

Insider Tips:

  • Add a widget to your website to direct visitors to your help desk system
  • Tickets that haven’t been responded to within three days are automatically flagged
  • Online visitors can submit tickets while support staffers are offline
  • Companies can use the API to integrate Groove with other apps they use

What we liked:

  • Tickets can be shared between workers to encourage team collaboration
  • Groove can be accessed from an iPhone app or a smartphone web browser
  • Users add notes to certain tickets that can only be viewed by other employees
  • Groove will eventually integrate with a number of existing CRM and project management apps

What we didn’t like:

  • A number of features, such as Google Apps integration, are not yet available


Company Info:

  • Launched: 2011 (Beta)
  • Privately Held
  • Headquarters: Newport, Rhode Island
  • Founded by: Alex Turnbull
  • Web site:


  • $15 per month, per user

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