Top 10 GrooveHQ Alternatives for 2021

GrooveHQ Alternatives

GrooveHQ is a simple customer service tool that is built around customer email management. Features such as shared inbox, internal collaboration, and reports make this tool a good bet. 

But why are so many users already looking for the right GrooveHQ alternatives? 

GrooveHQ is designed for small customer service teams. Don’t be surprised if it fails to meet the increasing demands of your growing business. 

Many users feel the tool needs a lot of improvement. While some users find the Starter plan almost lifeless with a just single mailbox, others have complained about the difficulty in searching for closed tickets. 

So if you are also sailing in the same boat, you have come to the right place. In this GrooveHQ comparison blog, we will evaluate the various pros and cons of the tool. We will also share the ten best alternatives that we have handpicked after rigorous research and analysis. 

Here we go! 

GrooveHQ alternatives_Feature & Price Table

Software Key Features Price
ProProfs Help Desk Interact with customers via live chat
Assist customers with chatbots
Measure agent performance
Parent-child ticketing
Native mobile apps for Android and iOS
Forever free plan
Essentials: $10/user/month
Premium: $15/user/month
Zendesk Leverage AI-powered bots
Create a dedicated help center
Use collaboration features
Use pre-built integrations
Easily escalate issues
Suite Team: $49/agent/month
Suite Growth: $79/agent/month
Suite Professional: $99/agent/month
Freshdesk Merge related tickets together
Record customer phone calls
Capture tickets from your website
Calculate billable hours
Create help center articles
Sprout: Forever free plan
Blossom: $15/user/month
Garden: $35/user/month
Estate: $49/user/month
Forest: $99/user/month
Help Scout Create canned responses
Discuss tickets using private notes
Receive instant notifications
Leverage user-specific reporting
Stay updated with mobile apps
Standard: $20/user/month
Plus: $35/user/month
Company: Price available on request
Intercom Provide interactive product tours
Segment customers into groups
Update customers with outbound messages
Use bots to route chats
Use the Intercom mobile app
Start: $59/month
Grow: $119/month
Accelerate: $499/month
Scale: $999/month
Solarwinds Automated ticket creation
Monitor agent performance
Track all IT asset requests
Escalate issues to senior reps
Receive notifications via SMS
Team: $19/agent/month
Business: $39/agent/month
Professional: $69/agent/month
Enterprise: $89/agent/month
Zoho Desk Create a multi-brand help center
Customer sentiment analysis
Create an online community
Integrate with Zoho CRM
Use templates for emails & web forms
Free: Forever free plan
Standard: $12/agent/month
Professional: $20/agent/month
Enterprise: $35/agent/month
TeamSupport Create automation rules
Find support articles quickly
Leverage real-time sentiment analysis
Collaborate across departments
Stay updated with mobile apps
Support Desk:$50/agent/month
Enterprise: $69/agent/month
HubSpot Service Hub Route tickets to relevant agents
Engage customers in real-time
Use bots to interact with customers
Monitor ticket response time
Share surveys to gather feedback
Free: Forever free plan
Starter: $45/month (2 users)
Professional: $360/month (5 users)
Enterprise: $1200/month (10 users)
LiveAgent Track time spent by agents
Access ticket history to get context
Set up chat widgets in multiple languages
Use gamification features
Leverage channel reports
Free: Forever free plan
Ticket: $15/agent/month
Ticket + Chat: $29/agent/month
All-Inclusive: $39/agent/month
GrooveHQ Use step-by-step training guides
Collaborate with internal notes
Respond faster with canned responses
View customer interaction history
Gain better visibility with reports
Starter: $12/user/month
Plus: $20/user/month
Pro: $35/user/month

What is GrooveHQ? 

What is GrooveHQ

GrooveHQ is a simple customer service platform that allows you to manage your customer service emails using a shared inbox. With simple automation settings such as ticket routing, tags, and canned replies, you can save a whole lot of time for your team and respond quickly to customers. You can even create a branded self-service knowledge base to reduce your ticket volume and offer basic assistance 24×7. Furthermore, you can easily integrate your Groove help desk with other popular tools such as Facebook, Twitter, Shopify, Mailchimp, and Slack. 

So how much does Groove cost? The tool comes with four pricing options: Starter ($12/user/month), Plus ($20/user/month), Pro ($35/user/month), and Company (available on request). 

Why Look for GrooveHQ Alternatives?

As a customer service tool, GrooveHQ has several demerits that make people search for the right alternative. Let’s discuss some problem areas right away: 

  • Starter plan offers just a single mailbox

The Starter plan that comes at $12/user/month offers just a single mailbox or shared inbox. There are many help desk software in the market such as ProProfs Help Desk that offers the same in their forever free plan. So although Groove might appear to be quite affordable, in reality, it does not really offer much.  

  • No contact information

If you visit Groove’s website, you will find that their contact information is difficult to locate. They do have a knowledge base that can resolve your basic concerns. But for sales inquiries or other details, you will have to write an email to them (we all know how slow that can be). Their customer service number is not available and raises questions on their reliability.  

  • Frequent Updates 

When you compare it to other help desk systems, Groove is a relatively young tool. Many users have complained that the company offers frequent updates. These updates move features around and change the interface making it difficult to get acquainted with the system again. 

  • Searching for closed tickets can be challenging

With Groove, searching for closed support tickets can be difficult, especially when searching for a particular issue. Also, If a customer faces an issue after several months and responds to a previously closed email trail, the tool automatically reopens the previous ticket instead of creating a new one. 

The Features GrooveHQ Alternatives Must Have

To find the top-rated GrooveHQ competitors, it is important to know what exactly you need from the tool. 

While every business has different requirements, there are certain help desk features that should be standard. Here is a list of top features that every Groove alternative should have:

Multichannel communication: The help desk alternative should offer multiple channels for customers to contact your business. Channels such as email, phone, live chat, etc. ensure customers can get support on their preferred mode of communication. 

Intuitive dashboard: An easy-to-use dashboard is a must. Your agents can view all incoming tickets at a glance and collaborate with other team members or teams to share fast responses. 

Self-service knowledge base: All the alternatives must allow you to compile basic customer questions into FAQs, help articles, video tutorials, etc., for a better self-service experience. 

Automation: The help desk tool must automate repetitive tasks. Automation features such as automated ticket assignment, automated alerts, etc. allow your agents to save time and focus on more pressing tasks. 

Our Selection Criteria for GrooveHQ Alternatives

There are at least a couple of dozens of help desk tools available in the market that offer similar features. So how does one make it to our list? 

Here are some important criteria that every alternative to GrooveHQ should meet: 

Important Help Desk Features: All Groove alternatives should provide fundamental help desk features such as ticket management, multichannel communication, self-service options, insightful reports, and analytics, etc. 

Listed on Top Software Review Platforms: All the competitors should be listed on renowned software review websites such as SoftwareWorld, Getapp, and Capterra. 

Minimum 10 User Reviews: Every tool must have a minimum of ten reviews from genuine users on these platforms. Reviews help you see whether a product is popular among users or not. 

10 Groove Alternatives You Should Consider 

Now that we have explored the various pros and cons of GrooveHQ, it’s time to explore other similar tools. Here are some of the best alternatives to GrooveHQ tool: 

1. ProProfs Help Desk 

ProProfs Help Desk is undoubtedly one of the best alternatives to GrooveHQ

ProProfs Help Desk is undoubtedly one of the best alternatives to GrooveHQ that helps you connect with customers on email, live chat, web forms, help center, and other popular channels. With powerful automation, you can speed up your issue resolution process and develop chatbots to interact with customers even when your team is not available. 

As a free GrooveHQ alternative, ProProfs helps you build a dedicated help center to share knowledge with your customers as well as employees. Moreover, customer service managers can capture metrics that align with their business goals. For instance, you can capture data on customer satisfaction, average first response times, open tickets, ticket backlogs, agent ratings, and more. 

You Can Use ProProfs Help Desk To: 

  • Interact with customers in real-time with the live chat integration
  • Leverage customizable chatbots to assist customers with their basic queries
  • Measure agent performance and key metrics with smart reports 
  • Establish a parent-child relationship between tickets and resolve issues faster
  • Resolve tickets on the move with native mobile apps for Android and iOS

ProProfs Help Desk Plans Include: 

Forever Free: Forever free plan with limited features. 

Essentials: Starts at $10/agent/month

Premium: Starts at $15/agent/month

2. Zendesk 

Zendesk is one of the leading alternatives to GrooveHQ

Zendesk is one of the leading alternatives to GrooveHQ that allows customer support teams to track, manage, and close support tickets in the quickest turnaround time. Your support reps can find all customer issues and conversations in a central location and use ticket history to personalize interactions. 

Zendesk also allows you to reduce the burden on your support team by giving more options to your customers. For instance, your business can create a dedicated help center to allow customers to find relevant help at their own convenience. Similarly, you can also create a community forum where customers can communicate with each other and discuss help topics, product features, or share their concerns. 

You Can Use Zendesk To: 

  • Leverage AI-powered bots to better understand customers and their pain points
  • Reduce your ticket volume by creating a dedicated help center
  • Use collaboration features to connect with internal as well as external partners
  • Provide faster support with the help of pre-built integrations
  • Easily escalate issues to the agents best suited to help 

Zendesk Plans Include: 

Suite Team: $49/agent/month

Suite Growth: $79/agent/month

Suite Professional: $99/agent/month

3. Freshdesk 

Freshdesk is another popular help desk software like GrooveHQ

Freshdesk is another popular help desk software like GrooveHQ that helps you deliver a delightful customer experience across both digital and traditional support channels. With its automation capabilities, agents can easily assign tickets, customize workflows, schedule reports, and track their work. 

Freshdesk offers chatbots powered by Artificial Intelligence called Freddy. These bots are intelligent enough to understand a customer’s intent and can accordingly guide them with instant responses. These bots can also interact with customers on multiple channels and offer relevant solutions or troubleshooting steps in seconds. 

You Can Use Freshdesk To: 

  • Merge related tickets together for a quick and consistent support experience
  • Record customer phone calls and convert them into tickets
  • Allow customers and prospects to raise tickets directly from your website 
  • Track agents’ time spent on the field and calculate billable hours
  • Allow agents to convert their ticket responses into help center articles 

Freshdesk Plans Include: 

Sprout: Forever free with limited features

Blossom: $15/user/month

Garden: $35/user/month

Estate: $49/user/month

Forest: $99/user/month

4. Help Scout 

Help Scout is another powerful GrooveHQ alternative

Help Scout is another powerful GrooveHQ alternative that equips your teams with all the tools they need to have meaningful conversations with customers. Agents can quickly switch between email and chat conversations and see new issues added to the queue in real-time.

Help Scout makes it super easy for you to embed help articles directly on your website. This way, customers never have to leave the page to find an answer and are always in the flow. With the help of easy-to-use reports, customer service managers can filter or export crucial data and make strategic decisions. 

You Can Use Help Scout To: 

  • Create a library of canned responses to frequently asked questions
  • Send team members private notes with @mentions to discuss complex support tickets
  • Receive instant notifications in Chrome, Firefox, or Safari.
  • Leverage user-specific reporting to better understand your customers
  • Receive instant notifications of help desk activity on your mobile device

Help Scout Plans Include: 

Standard: $20/user/month

Plus: $35/user/month

Company: Price available on request

5. Intercom 

Intercom is another fascinating help desk alternative

Intercom is another fascinating help desk alternative that allows your team to assist customers at three levels-  human, self-serve, and proactive support. You can answer repetitive customer questions using the self-service features and proactively support customers by reaching out before they start complaining.

Intercom helps you encourage self-service over multiple platforms. For instance, you create relevant help articles and share them via your website, mobile app, or product and allow customers to help themselves. Moreover, you can use proactive messages to suggest important tips or keep your audience notified about scheduled outages. 

You Can Use Intercom To: 

  • Provide interactive product tours to customers and highlight new features
  • Segment customers based on their spending or business type
  • Leverage outbound messages to keep customers informed about upcoming events
  • Use bots to interact with customers and route chats to the right people in your team
  • Engage customers on the go with Intercom mobile app

Intercom Plans Include: 

Start: Starts at $59/month (Includes 1 seat)

Grow: Starts at $119/month (Includes 5 seats)

Accelerate: Starts at $499/month (Includes 10 seats)

Scale: Starts at $999/month (Includes 10 seats)

6. SolarWinds

Solarwinds Web Help Desk is another software like GrooveHQ

Solarwinds Web Help Desk is another software like GrooveHQ that helps you manage IT incidents as well as assets. With its robust incident management features, you can convert a parent ticket into multiple child tickets and resolve incidents faster. 

With Solarwinds’s asset management capabilities, your support team can track every IT asset in the organization. It stores all vital information right from warranty details of assets to their license expiration dates. To speed up your support operations, you can create automation rules for ticket routing and easily manage tasks between multiple departments.

You Can Use SolarWinds To:

  1. Automatically convert customer email requests or issues into help desk tickets
  2. Generate reports on agent performance and customer satisfaction indicators
  3. Track all IT asset requests and complaints in one place
  4. Escalate issues to senior representatives or managers when SLAs are not met
  5. Receive Web Help Desk SLA alerts and notifications via SMS text messages

SolarWinds Plans Include: 

Team: $19/agent/month

Business: $39/agent/month

Professional: $69/agent/month

Enterprise: $89/agent/month

7. Zoho Desk

Zoho Desk is a context-aware help desk software

Zoho Desk is a context-aware help desk software that allows you to use customer information to improve agent productivity and win customers with personalized conversations. Whether a customer reaches your team via email, phone, live chat, social media, or your website, you can interact with them on multiple communication channels from one dashboard. 

If you have a global customer base and don’t have a support team that works round-the-clock, don’t worry. You can simply build a robust self-service portal and empower your existing as well as prospective customers to find solutions on their own. 

You Can Use Zoho Desk To: 

  • Create a multi-brand help center for the customers of your different brands
  • Understand a conversation better with the help of sentiment analysis
  • Create a community where customers can raise concerns and discuss solutions
  • Manage your sales operations better with the Zoho CRM integration
  • Use templates for emails, web forms, or notifications and save everyone’s valuable time

Zoho Desk Plans Include: 

Free: Forever free plan (limited to 3 agents)

Standard: $12/agent/month

Professional: $20/agent/month

Enterprise: $35/agent/month

8. TeamSupport

TeamSupport is another product similar to GrooveHQ

TeamSupport is another product similar to GrooveHQ that provides your teams will all the tools they need to resolve customer inquiries and issues promptly. You can create simple automation rules to remind an agent to follow up with a customer or perform other relevant actions. 

Now, a lot of modern customer service tools view customers as a collection of tickets. However, TeamSupport helps you see additional information about your audience and view the ticket history to determine trends. Moreover, with the help of a feature called the Customer Distress Index™, you can identify your at-risk customers, make strategic decisions, and finally reduce churn. 

You Can Use TeamSupport To:

  • Create automation rules to route, escalate, and close support tickets easily
  • Allow agents to find support articles to help solve customer issues quickly
  • Gauge the tone of the customer response with the help of real-time sentiment analysis
  • Use internal chat to discuss tickets and collaborate with other team members
  • Leverage easy-to-use TeamSupport’s help desk mobile apps for Android and Apple iOS 

TeamSupport Plans Include:

Support Desk: Starts at $50/agent/month

Enterprise: Starts at $69/agent/month 

9. HubSpot Service Hub

free alternative to GrooveHQ, HubSpot

As a free alternative to GrooveHQ, HubSpot allows you to manage customer communications through a universal inbox that combines customer emails, chats, and more. You can convert your customers’ most frequently asked queries and requests into a robust, self-service knowledge base and allow them to resolve their basic concerns on their own. 

With HubSpot Service Hub, you can use built-in reporting tools to track how customers interact with your knowledge base articles and the overall interface. Managers can even track key support metrics such as ticket volume, response time, customer satisfaction, and more to enhance the customer experience. 

You Can Use HubSpot Service Hub To: 

  • Convert customer issues as tickets and route them to the right agents
  • Engage customers in real-time on your website with the live chat tool
  • Use bots to interact with customers and route them to the relevant agents
  • Create detailed reports on specific customer service metrics such as ticket response time
  • Share surveys to gather feedback and use it to build a better customer experience

HubSpot Service Hub Plans Include: 

Free: Forever free plan with limited features

Starter: $45/month (2 users)

Professional: $360/month (5 users)

Enterprise: $1200/month (10 users)

10. LiveAgent

LiveAgent is another impactful customer service software

LiveAgent is another impactful customer service software that helps you connect with customers on channels such as email, phone, live chat, video calls, social media, etc. You can easily integrate other heavily used business tools, automate manual tasks, increase internal collaboration, and make better business decisions based on data-driven insights.

LiveAgent offers one of the industry-leading live chat tools. With the help of its customizable chat widgets, you can enhance engagement and make it easier for customers to purchase from your brand. Moreover, based on the time someone has spent on your website, you can invite them for a chat and automatically route the chat conversation to the relevant agent. 

You Can Use LiveAgent To: 

  • Track the time spent by your customer service agents on each ticket
  • Store chat history and always remember what issues your customers were facing
  • Set up chat, feedback, or contact widgets in multiple languages
  • Use gamification features to motivate employees and reward them for their performance
  • Use channel reports to understand which communication channels are used the most to contact your team

LiveAgent Plans Include: 

Free: Forever free plan with limitations

Ticket: $15/agent/month 

Ticket + Chat: $29/agent/month

All-Inclusive: $39/agent/month

Comparison of Best Alternatives of Groovehq

Software Price Forever Free Plan Shared Inbox Multi-channel Communication Alerts & Escalations Live Chat Self-Service Portal IT Help Desk
ProProfs Help Desk $10/month Y Y Y Y Y Y Y
Zendesk $49/month N Y Y Y Y Y Y
Freshdesk $15/month Y Y Y Y Y Y N
Help Scout $20/month N Y Y Y Y Y N
Intercom $59/month N Y Y Y Y Y N
SolarWinds Service Desk $15/month N N Y Y Y Y Y
Zoho Desk $12/month Y N Y Y Y Y N
TeamSupport $50/month N N Y Y N Y N
Hubspot Service Hub $45/month Y Y Y Y Y Y N
LiveAgent $15/month Y Y Y Y Y Y N
GrooveHQ $12/month N Y Y Y Y Y N

Final Verdict: Which GrooveHQ Alternative Should You Go For?

As discussed in this blog, GrooveHQ is a popular customer service software that allows you to:

  • Resolve tickets from a simple dashboard
  • Manage support emails using a shared inbox
  • Measure agent performance and support metrics 
  • Integrate your help desk with other tools

Now, all these features and benefits look great at first glance; however, on a closer look, you will see that GrooveHQ has its own share of problems. For instance, the Starter plan just offers a single mailbox, the tool is prone to frequent updates, and searching for closed tickets can be a big challenge. So which GrooveHQ alternative should you settle for? 

If you want a tool that comes at a similar price point and offers more features, you can go for ProProfs Help Desk. If IT support is your main concern, you can go for TeamSupport. If you are ready to pay more for a tool that has marketing capabilities, then Intercom can be a great bet.

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About the author

Jared is a customer support expert. He has been published in CrazyEgg, Foundr, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn

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