Support, Simplified.
Start new thread
Ben Lang

Groove 2.0 - Helping teams provide personal support at scale.

by
Cursor
•

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.

Add a comment

Replies

Best
Alex Turnbull
Maker
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
Vinish Garg
@alexmturnbull Saw your email earlier today and replied too. Looking forward to the new product experience!
Alex Turnbull
Maker
@vingar 👍
Mark Kingston
@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
Alex Turnbull
Maker
@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.
Gaston Morixe
@alexmturnbull Congratulations Alex and all the team! Looks awesome 🥂
Erik Emanuelli
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 !
Alex Turnbull
Maker
Thanks man!
Emily Kenned
@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
Alex Turnbull
Maker
@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.
Erik Emanuelli
@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.
Alex Turnbull
Maker
@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.
Itai Elizur
Looks cool. Love that is integrates with all my current stack of tools!
Alex Turnbull
Maker
@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.
Bernardo de Castro
@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?
Nick McCreath
Maker
@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.
Antu Biswas

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

Nick McCreath
Maker
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
Yuval
Clean and beautiful. Love it! Bad customer support can make me really hate a company (personally) It’s so important to provide your customers high quality & fast respond and it seems Groove can really solve it.
Agata Krzysztofik
Maker
@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.
Lucas Parisi

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.

Agata Krzysztofik
Maker
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.
Nick McCreath
Maker
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 🤘
Agnes Thompso
The whole UI looks clean and smooth, would most definitely give it a try!
Alex Turnbull
Maker
@agnes_thompso Glad you like the new UI. Let us know if you need any help with getting started on Groove.
Aazar Ali Shad
Read the recent blog - love the changes. Good luck!
Alex Turnbull
Maker
@aazar_ali_shad Thanks! Just curious - anything specific you liked the most?
Aazar Ali Shad
@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 ;)
Baadier Sydow
I see Groove, I upvote.
Agata Krzysztofik
Maker
Nicolas Van Hoorde
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.
Nick McCreath
Maker
@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
123
Next
Last