May 2012
1 post
Customers Movin & Groovin: Limelight
This is part of our series “Movin & Groovin” which profiles our amazing customers and how they use Groove. Below is some Q&A with Andrew Culver of Limelight.
What does your business do? How many people are working there?
Nick Jones and I created Limelight, a service that provides app developers with a turn-key way to market their apps on the web. They tell us the name of their app, and...
April 2012
1 post
New in Groove: Control your Help Widget with our...
Wait no more!! If you want some advanced control over the behavior of the Groove Help Widget, you can now use the Widget API to open and close the widget and to pre-populate the email and name fields.
Groove Widget Javascript API:
After the Groove Widget is successfully loaded on a host page it exposes the following functions:
GrooveWidget.open() - Opens the widget.
GrooveWidget.close() -...
March 2012
2 posts
Update: April 12th, 2012
We’ve just released some new features and enhancements for Groove :) It’s just a little taste of what’s to come in these next few months. Look for some major upgrades coming up soon! Have fun!!
New feature: Recent activity stream for tickets homepage
New feature: Popular labels design for tickets homepage.
New feature: Agents and endusers can now see when the other is typing...
Customers Movin & Groovin: Extreme Member
This is part of our series “Movin & Groovin” which profiles our amazing customers and how they use Groove. Below is some Q&A with Shane Goldberge of Extreme Member.
What does your business do? How many people are working there?
We’re a fully hosted online membership and marketing website provider (SaaS) e.g. all inclusive hosting, membership software, email marketing and SMS...
February 2012
3 posts
Update: Feb 16th, 2012
We’ve just released some new features and enhancements for Groove :) For the last 3-4 months we’ve been consumed with Biz Dev happenings but we’re glad to announce that we’re starting to crank again on some serious product dev. With 5 full time engineers coming on board March 1, look for a ton of stuff coming down the line the next 3-4 months in prep for our public beta...
Customers Movin & Groovin: Meet Loclly
This is part of our series “Movin & Groovin” which profiles our amazing customers and how they use Groove. Below is some Q&A with Michael Ferguson of Loclly.
What does your business do? How many people are working there?
We partner with local businesses to bring amazing introductory offers. Sort of like Groupon, but our target audience is a bit more high-end. Loclly features offers...
January 2012
4 posts
We're hiring a Tech Lead at Groove - 120K salary +...
If this job description sparks your interest please email me at alex@groovehq.com with your resume and any sample work (optional). I’ll get back to you within a day.
About Groove
Groove is a social customer support platform that helps companies manage customer support across all types of channels - email, web, livechat, mobile, Twitter, Facebook and more. From glowing reviews in TheNextWeb...
All Things Groovin’ in 2012
The beginning of every new year gives pause for both retrospective and prospective thought. The platitude “hard work pays off” rang true this past year with the favorable exit of Bantam Live, a start-up which I contributed to as an early founding member. And with the ink just dry, I’m pleased to report that I’ve lost little momentum to publicly deliver a new and exciting...
The Death of the MVP (Minimum Viable Product) in...
Recently, its felt more and more part of my morning routine to sit down with my tea, my in-print WSJ daily (thank goodness), and my tablet to discover an eBlast, eInvite or thrice forwarded email from an acquaintance whose son, daughter or former intern has a launch product in need of vetting. Sure, I am rooting for the young and ambitious - the restless intern and the former mailroom staff of...
1 tag
Customers Movin & Groovin: Meet Buzz Data
This is part of our series “Movin & Groovin” which profiles our amazing customers and how they use Groove. Below is some Q&A with Sarah Facini of Buzzdata.
What does your business do?
BuzzData.com is a platform for sharing, publishing and collaborating on data. To geeks, we tend to describe it as a “github for data,” but to people like me (a non-geek) it’s more like...
December 2011
4 posts
Update: Dec 20, 2011
We’ve just released a ton of new features, enhancements and small fixes for Groove today! Lots coming up over the next 1-2 months :) Enjoy and Happy Holidays!!
New feature: Keyboard shortcuts
New feature: Made all emails plain. The ‘Please REPLY ABOVE this line’ is no more.
New feature: Option to automatically create @mentions for Twitter into tickets or to convert them to...
Some gems from Twitter this week
Blown away by the Groove beta for managing our customer support! Visit http://prefinery.com and chat with us live to see how it works. -@prefinery
Looking for a tool to handle your customer support? Look no further…GrooveHQ has everything you may need! -@SFInternet
Can’t wait to use Groove - a must if you handle customer support! -@AshleySchappert
Checking out GrooveHQ....
You gotta just love this feedback :-)
The praise is great but the feature requests are even better!! Lots coming up for Groove…
New in Groove: Keyboard Shortcuts
Lots of little goodies coming out for Groove :) Today we released keyboard shortcuts for taking actions on tickets. Makes your life sooooo much easier! Below are the keys that you can use:
R: Reply
N: Add Note
D: Delete Ticket
K: Next Ticket
J: Previous Ticket
L: Add Label
Esc: Cancel a reply or note
Have fun! Lots more coming up…
November 2011
3 posts
Unsolicited Customer Feedback. LOVE.IT.
In the startup game there is nothing more inspiring than a customer praising your product or service, especially when you stumble upon a blog post they wrote about you on Thanksgiving. It’s almost better than the press writing about you. Here’s a few gems from one of our amazing customers about why they love Groove…
“First off, their website is just beautiful. Turns out,...
New in Groove: Contact Us Form for the Knowledge...
Today we released a highly sought after feature for the Knowledge Base. The Contact Us form allows your customers to reach out to you if they can’t find the answer to their question in your Knowledge Base. As you can see from the form below, it’s structured such that it encourages your customers to view your Top help articles and search for the answer first, before reaching out to the...
Attending "Under the Radar" Conference November...
“Under the Radar is returning for our 18th conference in Mountain View, CA. As Silicon Valley’s most effective innovation showcase and business development conference, we continue to bring leading decision makers together with pre-vetted startups that are disrupting the way traditional business is run…
Under the Radar is NOT a funding event, however, in the past three years alone,...
October 2011
4 posts
New in Groove: UI Enhancements to the Tickets Page...
Behind the scenes we’re working on some pretty big stuff which should be ready in the next month or so. While we’re working on these bigger features we’re also enhancing the user interface for some of the core components of the app. This weeks focus was the Tickets Page. Here’s a list of the enhancements:
Added an ‘Update & Close’ button to make it easier...
Groove Overview Video Script
We’re currently working on the story boards for the Groove overview video but we figured it wouldn’t hurt to post the voice over script so that you can get an idea of the direction of our story. Estimated runtime 60 seconds.
Keeping your customers happy is easy when you’re small.
But delivering personalized service as you grow gets expensive, and can be overwhelming.
...
1 tag
Update: Oct 12, 2011
We just released some new features for Labels as well as a few other random fixes and UI enhancements for the web app. This weeks release is lighter than usual because we’re cranking on some big features behind the scenes that should be ready within the next few weeks. These include a ton of Chat enhancements and a Follow Up system for Tickets. Lots coming :) Stay tuned.
New feature: Agents...
1 tag
New in Groove: Labels
Super excited to announce that we’ve released one of the most highly requested features for Groove: Labels. Labels are like tags or key words that you can use to label your tickets to make it easier to priorotize and sort later.
For instance below, here I’ve labeled this ticket with ‘Feature request’ and ‘Merging tickets’. Now when we complete this feature I...
September 2011
5 posts
1 tag
New in Groove: Knowledge Base
Lots of little goodies coming out for Groove :) Today we released one of the most highly requested features from our customers. The Groove Knowledge Base allows you to create articles/FAQs for your customers so that they can find the answers to their questions instantly.
You can access your Knowledge Base from within the ‘Account’ drop-down.
When you setup your Knowledge Base...
1 tag
Update: Sept 27, 2011
We just released a ton of new features to the web app! If you were waiting for Knowledge Base, wait no more :) We’ve included it in this weeks release. Looking forward to your feedback!!
New feature: Knowledge Base. You can now create KB articles for your customers so that they can find the answers to their questions instantly.
New feature: Widget color customization.
New feature: Mass...
3 tags
The process behind our logo design and...
Every entrepreneur wants to deliver a product or service that delivers, and delivers with style, bottom line. Even if you’re selling a utility, commodity or productivity-based product absent any explicit aspiring, romantic or sexy attribute, there is an expectation - better yet an obligation - to be more. One might argue, “we have a great product, it doesn’t need to be more than that.”. You’re...
1 tag
Recent buzz on Twitter
“@GrooveHQ loving Groove day 1. Solid ticketing / engagement framework in place… just what we’ve been looking for.” #awesome -@inspirepay
“@GrooveHQ Hey Groove! I love your product.” -@gjimeno
“@alexmturnbull We totally love @GrooveHQ! I think Sarah might be your #1 fan :D” -@buzzdata
“Awesome service from @GrooveHQ !!!!...
1 tag
Update: Sept 12, 2011
We just released an update to the web app with a bunch of little fixes, enhancements and features!
New feature: Agents can no auto-assign tickets for mailboxes and ticket categories.
New feature: Added the ability to submit a ticket from the chat widget when agents are online.
New feature: Color customization for the Help Widget.
New feature: An admin can now set up the widget so that when a...
August 2011
7 posts
1 tag
New in Groove: Updating tickets via email
Lots of little goodies coming out for Groove :) Today we released a very useful enhancement to our email integration. You can now change the status, add a note and assign a ticket from within an email without having to log into the app.
Here are the following commands and accepted values:
@assign me, first/full name or email address of another user.
@status open,...
1 tag
Update: Aug 15, 2011
New Feature: Agents can now change the status, add a note and assign a ticket via email. Learn more about how this email integration feature works here.
Enhancement: Agents can now turn on/off email notifications for tickets within the ‘My Info’ settings section.
Enhancement: Agents can now set up the help widget on their website so that when a customer clicks on a link on the site...
1 tag
New in Groove: Multiple Mailboxes & Advanced...
Today we released a few highly sought after features for Groove: multiple mailboxes and advanced configurations for email forwarding. You can now create multiple mailboxes which will allow your customers to email you at multiple email addresses (i.e. help@acme.com and sales@acme.com etc.). When a user emails you at these addresses it will create new tickets in your Groove account linked to those...
1 tag
“For what it’s worth, I have been using Groove and have been loving it. I...”
– Hacker News comment from Sarah Facini of Buzz Data.
1 tag
Update: Aug 2, 2011
We just released an update to the web app with a bunch of little fixes and enhancements! Our iPhone and iPad apps have also been accepted by Apple. You can access those here: http://bit.ly/qrpV1l :)
New feature: iPhone and iPad apps now accessible in the iTunes store (http://bit.ly/qrpV1l)
Enhancement: Agents can customize the ‘Offline message’ for chat which appears in the chat...
“Now that you have a business model in place, your first marketing expense should...”
– Sean Ellis from Milestones to Startup Success
July 2011
4 posts
How our SaaS startup got 1000+ private beta...
After many painstaking months of long hours, order-in sushi and cheap beer, the time arrives to release your app into the wild. In the case of our shiny new helpdesk app Groove, we spent our spring months (4 to be exact) in product development and recently staged our preliminary launch in a private beta. With 50 companies locked in for our beta, we pulled the trigger on our marketing site, opening...
“Customer service and tech support are the best way for startups to talk to their...”
– Quote from Fred Wilson
We are Hiring!
If this job description sparks your interest please email us at alex@groovehq.com with your resume and any sample work (optional). We’ll get back to you within a day.
Compensation
90k + a meaningful equity stake.
Hours
On average we’ll expect 40 hours week and 40+ during crunch times.
Required Skills and Experience
3+ years experience with Ruby on Rails, Javascript, SQL
3+ years experience...
June 2011
1 post
Pre-Launch FAQ
What is Groove?
Real-time customer support across all types of channels - email, web, mobile, live chat, Twitter, Facebook and more.
Who is it for?
Anyone who wants to deliver more personal, superior customer service. Perfect for SaaS and eCommerce web sites. Businesses large or small.
Why Groove?
Full-feature mobile and easy to use. Within minutes of using Groove, companies will be turning web...