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Groove 2.0 — Helping teams provide personal support at scale.
A new and better way to support your customers. Groove 2.0 helps you turn your customer interactions into meaningful conversations and stronger relationships. Comprised of a simple yet powerful multi-channel shared Inbox, Knowledge Base, and Reports, Groove 2.0 is a perfect alternative to overly complicated and overpriced help desk solutions.
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Baadier Sydow
I see Groove, I upvote.
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Hey everyone!
I’m Alex, CEO and founder of Groove.
First of all—thanks so much for hunting Groove 2.0. We’re extremely excited to share our hard work with the Product Hunt community!
For the past 2 years, we’ve painstakingly torn down, rethought, and rebuilt nearly everything we spent the five years prior working on.
And now, we’re finally here, ready to share the culmination of an incredible amount of hard work by a team that continues to amaze me.
Groove 2.0 has been rebuilt from the ground up to be up to 8x faster and far more powerful than it has ever been. 🚀
We’ve introduced game-changing new features for better collaboration, and a new reporting platform that gives teams unparalleled insights into their performance.
And, perhaps our longest-standing customer request, we’ve rebuilt our Knowledge Base product from the ground up to be the absolute best option for help docs on the market.
The new Groove 2.0 consisting of Inbox, Knowledge Base, and Reports is available to everyone starting today.
We’re not done improving yet so be sure to keep an eye out as the rebuilt version of Groove becomes the baseline for further developments. In the meantime, we’d love everyone’s feedback on Groove 2.0 and all of its functionalities, so we can continue making it better for you.
Cheers,
Alex
@alexmturnbull Saw your email earlier today and replied too. Looking forward to the new product experience!
@alexmturnbull Hi Alex - I was really excited to hear you would be blogging again. We really valued the content you created in the past about your journey and we're excited to read more from you via your Founder's diary. Thanks for the quality, insight and consistency of your writing.
Cheers,
Mark
@mark_kingston Thanks for the feedback. I'm stoked to be back! In my next week's post, I will share more juicy details about building Groove 2.0 and the final months of 2017 which were the hardest of my professional life.
Seriously considering switching from Intercom for this. After our early-bird year at 25USD, our monthly price spiked suddenly to almost 1000USD/month, which is insane for a start-up like us.
We managed to get it down to about 500USD by letting community managers & developers share accounts to reply, but it's not our favourite solution. We purely use Intercom as a support tool for our users (B2C) so it makes sense to charge based on our popularity (i.e. tickets), but additionally charge per inbox seat at 40USD per seat makes it way overpriced.
Happy to see at least someone is challenging this model.
@nicolasvh
Hi 👋
We'd be more than happy to help you make the switch!
Drop us a mail at support@groovehq.com and Lisa from success will be in touch to give you a demo to show you around and make sure we the right fit for you over at Delta!
Chat soon!
Nick
Please support us with Trello integration. Make videos, tutorials or whatever. Thank u guys.
Pros:Fast and easy for to use.
Cons:Can´t delete inbox msg using key delete and Trello integration isn´t clear how we can use.
Thanks for your feedback, Lucas. We are planning to add more tutorials and step-by-step guides soon. In the meantime, if you are having problems with the Trello integration please reach out to support@groovehq.com and we would be more than happy to guide you through the process.
Hi Lucas,
Nick here, from the product side ✌️
As @agatakristo mentioned we have a bunch of tutorials in the works - but if you are struggling finding your way around the integration, please drop us a mail at support@groovehq.com and our team will give you a hand.
Regarding the shortcut keys, we don't have a delete key as it is quite a destructive action (we did consider it), but do have shortcuts to both close a conversation ("shift+c") and also one to mark as Spam ("i").
Let me know if there's anything else 🤘
I recently had a terrible customer experience with HostGator. As a small business owner, I strongly rely on the support of my hosting provider.
I just discovered Groove 2.0, and it looks like big companies such HG could improve their (weak) customer service, by starting using this software.
Make it simple, make it better! Well done, @alexmturnbull !
@alexmturnbull @erikemanuelli
"I recently had a terrible customer experience with HostGator."
I honestly think that no one ever had a good experience
with HostGator support.
Someone needs to pitch them groove
@erikemanuelli @emily_kenned We would love to help HostGator improve their customer support experience! Send them our way :) Groove is a great tool for both small and big businesses like HG. Many of our customers significantly boosted their response time and customer satisfaction ratings after moving to Groove.
@alexmturnbull @emily_kenned
I'm a HostGator customer since almost 10 years. I used to be really happy of their services, then the quality of the customer support started to decline in the last couple of years. I think the big change came with Hostgator being sold to Endurance International Group.
Why do they not invested in keeping a great support to their clients?
Instead, whenever there's was an issue, I kept talking with people not willing to help me and giving me general answers (I always used the chat). And I have a dedicated server with them, not a tiny shared account.
So yeah, next time I talk with them, I'm going to pitch Groove.
@emily_kenned @erikemanuelli that's sad to hear that the quality of their customer support has suffered so much. I truly hope that they improve it. Let them know that we are here to help.
This is such a needed service. Good product support can turn an irate customer into a happy repeat buyer if problems are handled correctly.
It's so important that customers with complaints or just questions are handled carefully. I always judge a company as much by the quality of its customer service team as by the product.
Pros:That it has a free trial without credit card That there is an affordable option for small businesses
Cons:Not found any
thanks for the feedback @joy_healey ! Indeed, Groove is a great option for small businesses. It's easy to get started with and scales with the business. All without breaking the bank.
CS will be more important that ever in 2019 — and this tool does the job perfecty! Highly recommended.
Pros:Customer Support At Its Best
Cons:Can't think of any yet!
@itaielizur You can find a full list of our integrations here: https://www.groovehq.com/integra... we are also working on adding Jira, Asana, and Amazon integration.
@itaielizur @alexmturnbull Good read that are working with integrations. I searched the API endpoints and did not find a method to update the agent or mailbox email signature (via API) I would like to integrate Bybrand https://www.producthunt.com/post... with you.
Will be that improving the API method is in the Groover 2.0 product timeline?
@itaielizur @alexmturnbull @bernardocastro
Heya Bernardo 👋
What you found there is the customer API. We have a bunch of native integrations lined up, but drop us a line at support@groovehq.com and we can see how we could potentially integrate.
We use Groove 2.0 on https://CodeFund.app to help us stay connected with our customers. Because we are only a 2-person team, the async nature of Groove works much better for us.
Pros:* One price for everything * Excellent support * Knowledge base
Cons:I haven't found any.
I absolutely LOVE this!
I'm one of those people who always has questions - even though I try to learn as much as I can on my own. This reminds me of a FB group dedicated to some software I'm using. Everyone can ask their questions and share their knowledge without bombarding the customer service email all the time.
I read your "about" section and I think you made your reasons for developing Groove 2.0 very clear. It's a win-win for owners/developers and their customers to communicate freely with one another.
Great concept @alexmturnbull
Speaking for myself, I like to know that if I had questions, I could talk about them in a place dedicated to solving problems (especially with anything technical). This is clearly a win-win for both creators and users of products.
Pros:Customer service is SO important - so anything that makes it easier to communicate with them is a big deal.
Cons:I don't see any cons yet
Thanks for your feedback, @mrsdeegee! That's the reason why I decided to build Groove. I had a small business and I was struggling to keep up with support emails while using Gmail. Email is built for communication, not collaboration. With four employees trying to use the same support email inbox, our team’s work was a huge burden to track. A ton of stuff was slipping through the cracks. So I looked for a better solution and found that the customer support tools on the market were way too complex. Packed with features that I’d never use, the help desks I tried were all cluttered and overwhelming. Groove is a simple tool that helps your team deliver personal customer support. No clutter. No complexity. No extra features to confuse and overwhelm you.
Bad Customer service will surely kill any business! Repeat business is a sure thing when your customer leaves with a good experience.
Pros:I really like that they offer a free trial with no credit card needed. I also see that they will be offering a Live Chat in the future.
Cons:None Found..
Hey Alex! Looks Great!! It is so important to provide your customers with high quality and fast service! Repeat business is a sure thing when your customer leaves with a good experience.
I also think having a Live Chat will be a great addition to Groove.
Chery :))
@chery_schmidt Hey Chery! Thanks for the comment. A built-in chat solution is in the works. In the meantime, we are offering chat through an integration with Olark.
It is the perfect product to support your customers.
Pros:The best thing any product can provide is FREE trial and Groove 2.0 is giving that to people.
Cons:Not found any
@alexmturnbull there's more trust on the blog. The UI, author-side. I am chatting with Agata so I know more stuff. I did see your beta-product. It's way more intuitive. Still need some more love on the onboarding and adoption side ;)
@yuval_halevi I feel you! Good customer support is one of the main reasons for me to recommend a company / product to my friends. If the experience is bad, I never return. That's why I personally love working for Groove. We really care about making customer support better and solving the problems that many companies face when using other customer service solutions.
After using the free trial a bit I'm amazed how easy it integrates with my other already used tools, great job on that!
Pros:Works with the tools you are already using: Groove 2.0 is integrated with your other favorite tools such as Stripe, Trello and Shopify.
Cons:Doesn’t offer SSO/SAML for users
Hi Antu,
Thanks for the feedback!
While we would have loved to launch with SSO/SAML, we decided to table that feature for initial launch and focus on features that would benefit the majority of users.
Now that we have Groove 2.0 out the door, we will be working on fine tuning the product based off the feedback we get from our customers for the next few weeks and then picking up SSO/SAML along with a couple other features which will be geared to more Enterprise level accounts.
Have an awesome day,
Nick
@agnes_thompso Glad you like the new UI. Let us know if you need any help with getting started on Groove.
