Groove

Groove is a cloud-based help desk for small businesses that answer customers by email, chat, social media and phone. Conversations from several channels sit in one shared inbox that looks much like ordinary email.

What Groove offers

• Shared inbox — assignments, internal notes, @mentions and collision detection so two people do not reply to the same message.
• Live chat — real-time support on a website or app, with round-robin assignment of chats.
• Knowledge base — self-service articles that can be embedded on a site and branded to match.
• Reporting — dashboards for team performance, conversation themes, knowledge base use and customer satisfaction.
• Integrations — links to other tools inside the same interface.

Who it works with

Small and growing businesses, including teams that split support by region.