Groove

Groove is a ticketing system and support software that helps small business manage online customer support through multiple features covering ticket management, knowledge base building and management, live chat support, e-mail support and support widget.

Groove can be integrated with e-mail and can be used to note phone conversations but can be integrated with Slack chat to provide live chat support as well as be customized to add-on Self-Service support through a Knowledge Base, Custom Contact Form for customers, CSAT ratings, and can be integrated with other 3rd party applications.

It also lets the company to customize the customer profile module to capture information relevant to the line of business and support workflow. Key performance indicators, volume trends and case trends are summarized through Groove’s built-in dashboard and reports.

Groove supports an efficient communication workflow through its ability to consolidate correspondence from multiple channels into one platform. This includes: E-mail, Twitter and Facebook, Live Chat, Phone Calls and SMS.

It also has features that allow automated actions, responses and using tags for easier assignment and analysis. The support team can opt to chat invisible to the customer and collaborate on a solution real-time to improve resolution rate and time.