Groove is a web-based customer service tool that businesses use to automate manual administrative tasks. It allows you to access Salesforce easier from everywhere. You get access to an inbox interface and analytics reporting for agents.
Groove focuses on email-based customer support and is perfect for small businesses and startups. Its upper-tier plans, however, are more suitable for larger enterprises. While it doesn’t have any built-in live chat feature, you can leverage third-party integrations to have such functionality.
While there is some overlap with tools like Intercom, we have found that it doesn’t fully replace a true purpose built customer support solution, which is where Groove really shines. When we need to handle cases that aren’t quickly resolved, we move them to Groove.