Do you know that according to statistics, “U.S. companies lose more than $62 billion annually due to poor customer service?” What’s more, “Globally, 54% of all consumers say that they have higher customer service expectations than they did just one year ago.”
These statistics say a lot about customer service and its importance in the business world. Not only in e-commerce, but in every sector that offers products or services. While creating perfect customer service is not easy, you can tremendously enhance it by using the right software. And there’s no better choice than SaaS software.
Remember, that such a solution not only can help your customers finalize purchase but also provide you with valuable information about their needs, problems, and preferences. You can use that information to improve your team’s work and processes related to customer service.
There are many ways to work on the quality of customer service. But it’s impossible to do it without help desk software. A system designed specifically for companies that need a centralized system of communication, not only with clients but also between team members. One of such tools is Groove.
If you’re ready to discover it and find out how it can help you improve customer service and your business, follow me!
- What Is Groove?
- Everything to know about Groove
- Knowledge Base
- Final Thoughts
What is Groove?
Created as an alternative to advanced tools, Groove is a simple help desk software. Yes, you’re reading it right – Groove is a simple help desk software. It has all the basic, most important features. So if you’re not a tech-savvy and need a minimalistic solution, Groove will be the perfect fit.
Although it’s aimed at small businesses and startups, it can also be helpful to larger organizations who are looking for a straightforward tool.
Groove has 3 pricing plans, all with 14-day free trial:
- Starter – $15/user/month
- Business – $25/user/month
- (Coming soon) Enterprise– $40/user/month
Each plan differs in features. The cheaper, the less feature you will have. But it’s best to go for the 14-day free trial to see how the software works and whether it’s suitable for your business needs.
Let’s get started – everything you need to know about using Groove
Signing up for Groove is really easy – I have to give my first and last name, email address, password, the name of my company, also the name of my subdomain, and voila! I’m all set and ready to go. There is an option to personalize my account right away. I can skip this step and get right to Groove’s Inbox.
But I’ll personalize now as it’s quick and painless. Personalization info you can provide includes number of users, type of help desk software you currently use, and type of business you’re in. Also, at this stage, I can connect Groove with my Gmail or other email I use, Twitter, and Facebook, and invite my team.
It’s good to remember account URL as this is where I will be able to access your my account in the future.
Now that I’m all set up with the basics, it’s time to move around a little.
Even though Groove is a simple tool, I was expecting a complex structure, probably because it’s hard to find a minimalistic software these days. But I was positively surprised. Groove offers a plain view with simple interface. Everything I need in just one place.
Since I like discovering all the functionalities in SaaS software, I’ll go through every element, and, hopefully, help you understand how Groove works and what it has to offer.
Inbox – centralized system of communication with clients for entire team
The first thing I see after completing registration and accessing my account is Inbox with tips and clues from Groove on how to move around and how to use Groove Inbox. It’s a good idea to go through all of them to get the idea of how you can use the tool.
The Inbox is broken down into four sections:
- Left navigation menu
- Conversation list
- Conversation page
- Right customer sidebar
Let’s get through all of the 4 sections and see what I can do with them.
1. Left navigation menu
I can access this menu from the thin sidebar on the left. I can either collapse or expand the menu. Here I have links which give me access to mailboxes, folders, teammates, and tags.
It helps to quickly find what I’m looking for, every single conversation with each and one of my customers.
2. Conversation list
This is where I see the full list of all my conversations with their previews. Here I can search for a tag, person, topic or whatever else I want to quickly find, including a specific conversation.
Here I also have the “pen” button which allows me to quickly start a new conversation.
3. Conversation page
Conversation page is nothing else but the window in which I can access the conversation. It shows me an entire thread so I can easily go through all my previous conversations to find what I’m looking for. I find it highly convenient since it eliminates the need to go through my email in search of specific information. I have all the details at hand.
Conversation page has several features, which may not be most advanced but allow me to perform quick actions that help to save time and automate work. And these include:
- Reply window with buttons: font toolbar, attach files, delete message, note (which you use to @mention your team members to notify them), canned replies (templates of messages), reassign, and reply options (Reply & open, Reply & snooze, Reply & close)
- Close conversation
- Add and manage tags
- Merge conversations
- Assigning conversation to people or teams
- Other – mark as read or spam, delete or move to other inbox
4. Right customer sidebar
This sidebar shows information about the recipient of the message – customer, user, team member. I can see their email address, photo, edit their profile (email address, add bio, name, website, company, phone number, and location). I can also edit user and change the assigned user to the email visible in the sidebar, see and access recent conversations, and add integrations – GitHub, Trello, Stripe.
Knowledge Base – Make it easy for your customers!
Now that I’ve got accustomed with Inbox, it’s time to get to Knowledge Base. And here, I can create my knowledge base with one simple click. For multiple knowledge bases, I’d need to upgrade.
Alrighty, it’s time to explore my knowledge base!
There are four sections in the knowledge base:
Here I can manage all the articles, create new ones or delete those I don’t need.
Article creator has all the basic features:
- Title, short description, and content window
- Toolbar with bold, italic, underline, strikethrough, clear formatting, headings, bullet and number list, blockquote, inserting/editing code sample, inserting/editing link, adding image, aligning text, and source code
- Basic options: save and close, assign the author, add category, featured article, tags, SEO settings, open graph settings, and advanced settings
This section allows me to manage categories. Not a big deal but it’s a useful feature. Here I can manage already existing categories, create new ones, and add articles to them.
3. LOOK & FEEL
This is where I can change and adjust theme, and manage visual aspects of my knowledge base. There are 8 sections:
- Device preview – to see how my knowledge base will look on different devices: mobile, desktop, tablet
- Theme selector (here I can use my own HTML or CSS custom theme)
- Colors & background
- Wording – titles of headings, subheading, and other texts
- Theme settings: authors, ratings, and rating style
- Custom scripts
Settings have 5 subcategories:
- General – basic settings for the knowledge base: knowledge base name, default language, and knowledge base URL
- SEO – a great feature for everyone who has no idea about SEO. Here I can choose whether I want the knowledge base to be shown in public search results or not. I can also manage Open Graph basic settings. (If you don’t know what an Open Graph is, check out this link for a quick and easy explanation.)
- Google Analytics – a useful section for users of Google Analytics. Here I can add tracking number to receive statistics from my knowledge base in Google Analytics.
- Domain & SSL – this is where I go if I want to use my own domain or SSL (but I don’t so I can skip this step)
- Advanced – in this subsection, although it says “Advanced” I can only do two things; redirect URLs from my legacy knowledge base, and delete my knowledge base
Settings include only the most important options which I can manage with just one click. I think it’s a big asset since it makes using Knowledge base a pleasant experience.
Reporting – analyze and have everything under control
Reporting is also an easy-to-use section. It shows all the statistics on Inbox and Knowledge base.
Here I can access statistics on my all inboxes. They are divided into 4 sections:
This is where I can see all the numbers including open vs closed conversations, new conversations, resolutions, customers helped and other average numbers. Also available in the form of a transparent graph to visualize the information. Great feature to see how my customer service is doing!
Then there is “Busiest time for messages received” which shows specifically when is the busiest time to receive messages (days and hours) in the form of a colored table.
Next, are “Tag insights” and “Team Leaderboard” to see how my team performs and who’s on top (great to use the data as a motivation for your employees, especially if you give bonuses to those who are on top of the board).
This section shows average response rates to messages; how quickly the team reacts to messages and how long it takes for them to resolve the issue.
It’s a useful element. I can be sure my team works in high gear, which results in excellent customer service. The faster the response rate to customer’s message, the better (people don’t like to wait).
This section displays the details for Customer Satisfaction Ratings. It includes CSAT score (percentage of “awesome” ratings), percentage of customers that left a rating, ratings breakdown by Awesome, Ok, and Bad, and recently rated conversations.
Really nice feature that can help assess customer satisfaction and analyze these areas of customer service that need improvement.
This is the list of all the people who are on my team. It’s straightforward with the most important information: team member, teams people belong to, number of conversations and resolutions, and CSAT score.
It’s a simple team overview where I can see such information as all the teams, number of conversations in particular team, resolutions, and CSAT score.
It has one section – Article Insights which contains metrics for total visits, total visitors, total articles viewed, average time spent on article, percentage of users who performed a search, percentage of users who viewed an article.
Below I can see a list of my most popular articles, top searches, and a list of failed searches.
It’s worth to mention two more options available in Reporting: setting business hours and custom date picker. After setting business hours, conversation stats are calculated within the limits of the business hours, not during the full cycle of 24 hours, which means statistics are shown only for the time my team actually works. Custom date picker allows me to set a custom date range.
Settings are divided into 6 sections, each having different elements.
1. My Settings
Here I can set the basic settings in the following subsections:
- Profile – avatar, name, email address, Twitter, etc.
- Preferences – other, minor preferences such as status, delay of sending messages
This section allows me to change the following:
- Profile – the name of my company, subdomain, and timezone
- Users – shows active users, invited, archived, and allows me to add more users simply by sending an email
- Teams – shows allteams
- Billing – all the information about my subscription and ability to change plan
- API – simple API settings
Conversations allows me to access and manage the following:
- Canned replies
- Rules – another small but great feature; by creating rules my team knows what to do in specific situations
4. Integrations (legacy)
Here I can integrate Groove with other tools including Twitter, Facebook, Slack, Olark, MailChimp, Zoho CRM, and more.
One of the most important integrations is Support Widget. It’s a convenient way for customers to search the knowledge base and/or contact me.
5. Integrations (beta)
These are beta integrations with GitHub, Trello, and Stripe
There are two components:
- Preferences, where I can choose how averages should be calculated
- Business hours
That’s all folks! This is Groove, a simple help desk software for everybody.
I provided you with a really extensive description of Groove and it may look scary. Don’t get discouraged, it’s not. I wanted to give you a clear overview of Groove, what it offers, and how you can use it.
Groove is a simple and intuitive help desk software. It has all the necessary features that non-technical people will love! You don’t need specific knowledge of help desk software to use Groove. And if you feel like you do, you’ll find everything in their knowledge base.
The software can help your business by automating and optimizing processes related to customer service. You can either work individually or collaborate with your team for better results. Groove can also help to analyze customers’ satisfaction and their reactions to your team’s activities.
Even though Groove is aimed at small businesses, I think it can be helpful even to those bigger ones. Especially, if your organization needs to simplify and minimize procedures involved in rendering customer service.
I encourage you to give Groove a try! It’s a fancy, simple, and efficient SaaS software.
+ Easy-in-use, doesn’t require additional onboarding
+ Simple and quick work optimization and automation
+ Delay of sending replies – as an avid user of Gmail, I find these feature really helpful. I can’t count how many times I presses “Undo” because I realized something was wrong with my reply. A great plus for Groove for including this feature. It’s a must every help desk software should have!
+ Flexibility in organizing conversations
− Pricing – as for such simple software, I don’t see why pay so much money for the basic version. There are small differences between Starter, Premium, and Enterprise plan, such as the number of inboxes, integrations or certain limit of reporting.
− No native mobile app
− Not suitable for people looking for advanced, layered software
-> Groove profile @ pickSaaS
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