What I Learned Rescuing Our Startup From Death


This post is by Alex Turnbull from Groove Blog


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How we turned around a company that was headed toward failure This is Part 2 of how we rebuilt Groove. Check out part 1 to get the whole story. As a founder, the only thing worse than your company struggling is knowing that it’s entirely your fault. As Groove quietly stagnated, I had simply believed […] The post What I Learned Rescuing Our Startup From Death appeared first on Groove Blog.

Groove in May: Following Emails, Private Knowledge Bases, Sunsetting of Legacy and more…


This post is by Nick McCreath from Groove Blog


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Here are some of the features, improvements, and bug fixes we shipped in May. Sunsetting of legacy Groove This past Saturday (1st of June) marked a big milestone for us over at Groove, as we shut down our legacy products. After the launch of Groove 2.0 in April, we have spent the last few months […] The post Groove in May: Following Emails, Private Knowledge Bases, Sunsetting of Legacy and more… appeared first on Groove Blog.

Automation: The Secret to Personalized Customer Service


This post is by Ilia Markov from Groove Blog


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The bots are coming. Yes, they’re coming from the customer service department as well. Does that mean we’re going to lose all human agents who support customers? No. But with bots becoming more intelligent and better able to respond to customer requests, it is certain that big companies will have to resort to them in […] The post Automation: The Secret to Personalized Customer Service appeared first on Groove Blog.

Checklist: Creating a Winning Customer Service Experience for E-commerce Businesses


This post is by Ilia Markov from Groove Blog


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We live in an era where shoppers are more knowledgeable, more deeply connected and more demanding than ever before The reality is that merchants must deliver a great customer experience in order to survive. With this checklist, we give you a step by step guide on how to create winning experiences for your online buyers […] The post Checklist: Creating a Winning Customer Service Experience for E-commerce Businesses appeared first on Groove Blog.

Groove in April: Busiest Times, Classic View, KB Localization, and More!


This post is by Lesley Yarbrough from Groove Blog


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Here are some of the features, improvements, and bug fixes we shipped in April. Legacy Groove Sunsetting June 1 It’s official, legacy Groove is scheduled for deprecation on June 1, 2019. This shut down applies to both the legacy Inbox app and the legacy Knowledge Base. We recommend starting the migration process now for your […] The post Groove in April: Busiest Times, Classic View, KB Localization, and More! appeared first on Groove Blog.

What Is Relationship Marketing And How You Can Use It To Grow Your Business


This post is by Lisa Foster from Groove Blog


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How to turn existing customers into engaged brand advocates New relationships are always exciting—and the business kind are no exception. Your new customers are thrilled to have found a great solution, and you’re excited about your business growth. The issue is that many companies (especially the ones in their early stages) think they have more […] The post What Is Relationship Marketing And How You Can Use It To Grow Your Business appeared first on Groove Blog.

Classic View is Now Available!


This post is by Lesley Yarbrough from Groove Blog


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Choose between a classic three-pane layout or a modern four-pane layout. Classic View is here! We know that a lot of our customers were missing the classic three-pane layout from legacy Groove and today we’re excited to announce that this view is now available again in Groove 2.0. Users can easily toggle between Classic and […] The post Classic View is Now Available! appeared first on Groove Blog.

Customer Testimonials: Where, When, and How to Use Compelling Stories to Build Trust and Credibility


This post is by Ilia Markov from Groove Blog


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Customers rely on testimonials to gauge if a product or service is worth taking a leap of faith for. In fact, 84% of customers trust online reviews as much as personal recommendations. Whether it’s choosing a new coffee maker or trying out software to increase team productivity, we all look out for social proof—reviews, mentions, […] The post Customer Testimonials: Where, When, and How to Use Compelling Stories to Build Trust and Credibility appeared first on Groove Blog.

7 Signs You’re Using the Wrong Help Desk Software


This post is by Alex Turnbull from Groove Blog


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We’ve all heard the hype. “The best help desk software.”“Once you start using it, you’ll forget about the rest.”“100,000+ customers trust Big Corp Inc., so why shouldn’t you?” Well, very few things in life are one-size-fits-all, and help desk software definitely doesn’t make the cut. When it comes to picking software for a customer service […] The post 7 Signs You’re Using the Wrong Help Desk Software appeared first on Groove Blog.

Better Reporting Calculations


This post is by Nick McCreath from Groove Blog


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Sick of one or two metrics skewing all your reporting data? From the feedback we’ve had, there is a large portion of you who do—and internally we find it annoying too. In the past, we had a one size fits all solution, where we used an “Average” calculation for all our reporting metrics. While this […] The post Better Reporting Calculations appeared first on Groove Blog.