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Knowledge Management Software

Groove

Cloud help desk with shared inbox and live chat for small businesses handling customer support

By Groove Networks

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  • Service Level Agreement (SLA) Management
  • Workflow Configuration
  • Call Center Management
  • Alerts / Escalation
  • +34 more
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TrustList summary

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.

Customers and markets

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

Summary written by TrustList from the business's own published information, Oct 2026.

Categories & features

  • Service Level Agreement (SLA) Management
  • Workflow Configuration
  • Call Center Management
  • Alerts / Escalation
  • Email Management
  • Knowledge Base
  • Automated Routing
  • Email Integration
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Ticket Management
  • Knowledge Management
  • Cataloging/Categorization
  • Communication Management
  • Feedback Collection
  • Web-Based, Cloud, SaaS
  • Webinars
  • Documentation
  • Business Hours
  • Customer Engagement
  • Sentiment Analysis
  • Content Management
  • Workflow Management
  • Reporting/Analytics
  • Performance Metrics
  • Collaboration
  • Full Text Search
  • Interaction Tracking
  • Analytics
  • Dashboard
  • Customizable Branding
  • Real-time Chat
  • Social Media Integration
  • Live Chat
  • Negative Feedback Management
  • Knowledge Base Management
  • Remote Access/Control
  • Queue Management

Groove rankings

Groove is ranked on 1 TrustList ranking at #19.

Every ranking orders its listings by their reviews, how complete the profile is and the Trust Score. Groove has no reviews yet and 3 of the 10 profile details we look for. Where no listing on a page has been reviewed, the order follows the profiles alone.

Knowledge base software · 1 ranking

  • #19of 32
    Knowledge base software

    It is the only one of the 32 here listing feedback collection and one of 2 here listing customer engagement.

    Of the 32 here, 22 also cover alerts / escalation and 21 also cover self service portal.

    Behind Deskpro, ahead of BlueSpice MediaWiki.

As of 2026-11-15. Organic ranks only; sponsored placements are never ranks. How TrustList ranks

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