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Clari

Groove

Composite Score

6.9 /10

CX Score

6.8 /10

8 Reviews Write a Review

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What is Groove?

Groove was built from the ground-up to help revenue teams foster more productive and profitable relationships with prospects and customers. Everything about Groove is centered around improving efficiency, getting actionable insights, and driving revenue.

Company Details

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Groove Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

100 Plan to Renew

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+81 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Groove?

20% Negative

0% Neutral

80% Positive

Pros

Helps Innovate
Reliable
Performance Enhancing
Trustworthy

Cons

Less Caring

Feature Ratings

Average 86

Customer Service Knowledge Management

Intelligent Search

Multi Channel Support

Mobile Customer Care

Customer Community Management

Agent Collaboration

Contact Center Integration

Agent Scripting

Analytics and Reporting

Customer Self Service Capabilities

Customer Service Workflow Management

Vendor Capability Ratings

Average 75

Vendor Support

Ease of Customization

Quality of Features

Ease of Implementation

Availability and Quality of Training

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Business Value Created

Also Featured in...

Sales Engagement Platforms

Score 7.8

View Groove in this category (opens in a new tab)

Sales Analytics

Score 7.5

View Groove in this category (opens in a new tab)

Groove Reviews

Ash S.

Role: Sales Marketing
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2022

Great customer support.

Likeliness to Recommend

8 /10

What differentiates Groove from other similar products?

Allows you to see when emails have been opened, this helps to gauge interest levels and responsiveness once they are opened.

What is your favorite aspect of this product?

Very user friendly and easy to understand.

What do you dislike most about this product?

Not being able to attach files that way I want.

What recommendations would you give to someone considering this product?

It is very intuitive, and there is great customer support!

Pros

Helps Innovate
Reliable
Trustworthy
Efficient Service

Zenobia D.

Role: C-Level
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

You won’t be disappointed

Likeliness to Recommend

10 /10

What differentiates Groove from other similar products?

Efficiency and customer service

What is your favorite aspect of this product?

Customer Service

What do you dislike most about this product?

Pricing cost

What recommendations would you give to someone considering this product?

Efficiency and goals

Pros

Helps Innovate
Trustworthy
Unique Features
Effective Service

Cons

Less Caring

Groove

What is Groove?

Company Details

Book a Free Demo Today!

Groove Ratings

84 Likeliness to Recommend

100 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+81 Net Emotional Footprint

How much do users love Groove?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Community Management Creation and management of branded and focussed user communities.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Also Featured in...

Sales Engagement Platforms

Sales Analytics

Groove Reviews

Ash S.

Great customer support.

Likeliness to Recommend

Pros

Zenobia D.

You won’t be disappointed

Likeliness to Recommend

Pros

Cons

Feature Ratings

Customer Service Knowledge Management

Intelligent Search

Multi Channel Support

Mobile Customer Care

Customer Community Management

Agent Collaboration

Contact Center Integration

Agent Scripting

Analytics and Reporting

Customer Self Service Capabilities

Customer Service Workflow Management

Vendor Capability Ratings

Vendor Support

Ease of Customization

Quality of Features

Ease of Implementation

Availability and Quality of Training

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Business Value Created