--- description: Review of Groove Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Groove | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [CRM Software for Startups](/directory/3235/startup/software) > [Groove](/software/110166/groove) # Groove Canonical: https://www.softwareadvice.co.nz/software/110166/groove Page: 1 / 5\ Next: [Next page](https://www.softwareadvice.co.nz/software/110166/groove?page=2) > Groove is a cloud-based help desk software for small businesses. It helps companies to communicate with their customers via email, live chat, social media and phone calls. Key features include ticketing, live chat, knowledge management, reporting tools and customer self-service. Groove allows users to converse with their customers on multiple channels through one platform. Reporting dashboards display customer support metrics such as average handle time and reply type, as well as complaint trends, bugs and requests. Users can set up an online knowledge base for customers. Groove also offers on-site support widgets such as an FAQ, contact forms and live chat. The software supports various integrations including Slack, Zapier, Facebook and Twitter. > > Verdict: Rated **4.5/5** by 87 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 87 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 4.7/5 | Based on overall reviews | | Value for Money | 4.5/5 | Based on overall reviews | | Features | 4.2/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Groove Networks - **Founded**: 2013 ## Commercial Context - **Starting Price**: US$29.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: Pricing is based on the number of users per month and features selected. - **Target Audience**: Self Employed, 2–10, 11–50 - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: Australia, Brazil, Canada, China, India, United Kingdom, United States ## Features - API - Access Controls/Permissions - Alerts/Escalation - Alerts/Notifications - Automated Routing - Autoresponders - CRM - Call Centre Management - Catalog Management - Chat/Messaging - Collaboration Tools - Communication Management - Configurable Workflow - Contact Management - Content Management - Customer Database - Customer Engagement - Customer Experience Management - Customer History - Customisable Branding ## Integrations (12 total) - Delighted - GitHub - Instagram - Jira - JustCall - Meta for Business - Recharge - Shopify - Slack - Stripe - Trello - Zapier ## Support Options - Email/Help Desk - Knowledge Base - Phone Support - Chat ## Category - [CRM Software for Startups](https://www.softwareadvice.co.nz/directory/3235/startup/software) ## Related Categories - [CRM Software for Startups](https://www.softwareadvice.co.nz/directory/3235/startup/software) - [Mortgage CRM Software](https://www.softwareadvice.co.nz/directory/345/mortgage-crm/software) - [Knowledge Base Software](https://www.softwareadvice.co.nz/directory/3898/knowledge-base/software) - [IT Ticketing Systems](https://www.softwareadvice.co.nz/directory/1630/it-ticketing/software) - [Consulting CRM Software](https://www.softwareadvice.co.nz/directory/3837/consulting/software) ## Alternatives 1. [Freshservice](https://www.softwareadvice.co.nz/software/436317/freshservice) — 4.6/5 (803 reviews) 2. [Freshdesk](https://www.softwareadvice.co.nz/software/110247/freshdesk) — 4.5/5 (3486 reviews) 3. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1789 reviews) 4. [Zendesk Suite](https://www.softwareadvice.co.nz/software/26892/zendesk-talk) — 4.4/5 (4094 reviews) 5. [SysAid](https://www.softwareadvice.co.nz/software/158389/sysaid-it-crm) — 4.5/5 (523 reviews) ## Reviews ### "The most easy to use and transparent support app" — 5.0/5 > **Martin** | *17 September 2015* | Computer Software > > **Pros**: - Clean and modern interface - Awesome knowledge base functionality - Great support and development team - Overall ease of use - Lots of integration possibilities - Best value for money > > **Cons**: We've missed a few features from our previous system, such as a possibility to split tickets and a more functional rich text editor. However, the guys at Groove promised us they're planning to get this into one of the next releases :) > > We've been switching from our previous (free) support system over to a new one lately. After testing a dozen of different services in process, we instantly fell in love with Groove in just a few days of live usage – especially with the clean and modern interface and the knowledge base functionality. Even though Groove lacks a few minor features, we've been informed they are on the roadmap already. In addition to this, Groove's got the most responsive and friendly team we've ever encountered, which is great and makes a lot of sense for a company creating a support system. Definitely not going anywhere anytime soon\! ----- ### "Great help desk tool with knowledge base" — 4.0/5 > **Josh** | *29 May 2025* | Legal Services | Recommendation rating: 7.0/10 > > **Pros**: Sleek UI, and the fact that Groove has a knowledge base that you can publish to users is a really nice bonus. > > **Cons**: Groove is a little on the expensive side; in the world of AI, we found we didn't need all of the extra features that came with a bigger price tag. ----- ### "Longing for more features and better metrics" — 3.0/5 > **Ash** | *11 January 2018* | Computer Games | Recommendation rating: 2.0/10 > > **Pros**: Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base. You can make rules to send things to various folders, which is nice. It has integration with our NPS software (Delighted). > > **Cons**: Groove lacks a significant amount of features. You can only view metrics based on pre-determined periods of time and you cannot adjust on a custom range. You have no easy way to view how many tickets an agent answered in the prior day. You can't pull random tickets for QC. You can't add tags to your knowledge base articles. Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend. You can't set "office hours" so that you'll automatically send a different auto-reply based on whether you're in the office or not. > > Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly. ----- ### "Absolutely love Groove and won't be using anything else as long as they're around" — 5.0/5 > **Ezra** | *24 January 2024* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: It's clearly made by a team who has used other platforms and know the short comings of them all. They want to make the best system possible while also keeping it fast and easy to use. We've come up against no walls with trying to use it in the way we need to and when we've asked any questions, the team is friendly, down to earth and just want to help make life easy. Shout out to Graham as well, love the work mate, thanks for the help\! > > **Cons**: Can't think of a thing. It's been great. > > Awesome, from the moment we installed, we've been blown away with the platform and their willingness to listen to feedback and adapt as they go. ----- ### "Human-centered ticketing system" — 4.0/5 > **Ensons** | *19 January 2024* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: Consider that pricing is not related to the amount of emails you receive or send. The ticket archive keeps growing, but you don't pay more over the years. That's great. > > **Cons**: The interface is not as snappy as a desktop email client, so there is friction when you start using it. But as far as web technology is concerned, it's as good as it gets. > > Groove is the smartest "abstraction layer" over email I've seen so far. We don't think in terms of E-Mails any more (you wouldn't know there are any), but individual customer threads in a proper ticketing system. ----- Page: 1 / 5\ Next: [Next page](https://www.softwareadvice.co.nz/software/110166/groove?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/110166/groove) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data