For years, businesses have struggled with the same problem: keeping their customer support knowledge base accurate, accessible, and up to date. As AI-powered customer service tools gain traction, a hidden bottleneck has emerged, but a strategic leap in AI-driven customer support aims to solve this issue:
AI is only as effective as the knowledge it’s trained on.
Companies investing in AI agents and automated support quickly hit a wall when they realize their documentation is outdated, incomplete, or difficult to maintain. This results in AI providing incorrect or unhelpful answers, frustrating customers and leading to even more support tickets.
At Groove, we knew this problem well.
As the makers of Groove (Help Desk) and Helply (AI Support Agent), we’ve spent years helping businesses scale their customer service operations. But we faced a growing challenge: our own knowledge base technology was falling behind. Initially, we planned to rebuild Groove’s knowledge base system from the ground up, but this would be a massive project that would take at least a year.
Then, we discovered Kroto.
The Acquisition: A Faster Path to the Future
Kroto had already built exactly what we needed. It had all the features our customers were asking for, and more. So instead of spending a year rebuilding our knowledge base technology, we acquired Kroto. Here’s why:
- The Groove and Kroto teams were aligned on who they wanted to serve, how, and why. With complete alignment, we knew the transition would be easy, and the result outstanding.
- The tool itself is powerful, and built for scale. It perfectly compliments Groove and Helply.
- Advanced AI documentation creator means teams can generate step-by-step guides and videos 10x faster than before (what used to take hours now takes minutes).
- No need for separate tools like Loom or Scribe. Kroto has a built-in video recorder that makes creating and sharing instructions easy.
- Integrates seamlessly with Groove, Help Scout, Fresh Desk, and Zendesk
Knowledge Base Features Built for SaaS
Our new knowledge base is designed with SaaS companies in mind, offering advanced features that enhance user experience, improve content structure, and provide deep insights into customer behavior.
Here’s what makes our Knowledge Base stand out:
- Supports rich media – Emojis, images, GIFs, and video embedding.
- Callouts – Highlight key information within colored sections.
- Separation lines – Improve readability and structure content.
- Table of contents & anchor links – Navigate easily and link to specific sections.
- Decision trees – Show dynamic content based on user responses.
- Redirection – Automatically direct users when an article is unpublished.
- CSAT, surveys, issue reports, and feedback collection – Capture real-time user insights.
- Multi-language support – Serve a global audience.
- In-app widget – Provide contextual help directly in your product.
- Analytics – Track engagement, search performance, and click-through rates.
- Rich text formatting – Includes collapsible sections and toggle lists.
- Custom CSS/HTML (optional) – For branding customization.
- API & Webhooks – Extend functionality with external tools.
A New Model for Scaling Customer Support
This acquisition is more than just a technology upgrade. It’s a step toward building a complete suite of specialized CS/CX tools designed to support businesses at every stage of customer service.
Most customer support platforms try to do everything, becoming bloated and expensive. Instead, Groove Networks, LLC. is building a suite of specialized AI tools that seamlessly work together, each solving a core CS/CX problem.
- Groove (Help Desk) → The simple, intuitive help desk system built for small businesses.
- Helply (AI Agent) → An AI-powered support assistant that actually understands your product and can solve customer problems.
- Kroto (AI Knowledge Base) → AI-powered knowledge base and documentation system that makes creating and maintaining a knowledge base easy.
This strategy isn’t just about making Groove better. It’s about redefining how AI-driven customer support works across the entire industry.
What’s Next?
Kroto Knowledge Base is live now and ready for you to take it for a test drive.
To celebrate the launch, we’re offering a free AI-powered knowledge base to anyone who books a demo.
Book a demo now and get your Knowledge Base for free
This is more than just an acquisition. It’s the future of AI-driven customer support. To Rose and Yuvraj, the brilliant minds behind Kroto: welcome to the Groove family.
To the businesses still struggling with outdated knowledge bases—your AI support system just got a whole lot smarter. Sign up here to get your AI-powered Knowledge Base today.
