All our posts

Below, find every article ever created right here on the Groove blog.

Customer Support · 7 Min read

Our 6 Step Customer Service Strategy for Communicating to 2,000+ Customers During an Outage

A game plan for communicating during a crisis to keep your customers (and your support team) calm.

Forrest Murphy Groove Writer

Remote Work · 6 Min read

16 Advanced Zoom Tips for Better Video Meetings

The best Zoom tips and tricks that you can use to master conference call communication.

Alex Turnbull CEO & Founder @Groove

Remote Work · 8 Min read

4 Pros & Cons of Running a Remote Team (& How We Do It)

For the last seven years, we've been a fully remote company. Here’s what I've learned about running a successful remote team.

Alex Turnbull CEO & Founder @Groove

Growth · 6 Min read

This Easy Customer Retention Strategy Increased Our Annual Subscribers by 10%

How we executed a super simple customer retention strategy to retain 10% more customers.

Kerri Tielman Groove Writer

Customer Support · 8 Min read

Small Business Customer Service: With 5x More Tickets Than Usual We Had to Act Fast

How we handled an overflowing inbox while keeping our focus on sustainable growth.

Forrest Murphy Groove Writer

Remote Work · 14 Min read

47 Insanely Practical Work From Home Tips from Our 100% Remote Team

We’ve been 100% work-from-home for the last seven years and know how to manage this lifestyle. We’ve learned a lot—and so will you.

Alex Turnbull CEO & Founder @Groove

Customer Support · 7 Min read

3 Customer Satisfaction Surveys: How To Write and Measure CSAT, NPS, and CES Surveys

Get the full breakdown on customer satisfaction surveys. Including real-world questions, examples, and clearly defined benchmarks for CSAT, NPS, and CES.

Kerri Tielman Groove Writer

Product Updates · 6 Min read

Groove’s Product Roadmap: What to Expect for the Rest of 2020

We have big things planned at Groove for 2020. Here’s a look at everything you can expect from us for the rest of the year.

Luca Lyons Groove Writer

Customer Support · 9 Min read

8 Knowledge Base Examples (From Our Help Center) with Lessons for How to Create Your Own

A well-thought-out plan for creating knowledge base articles with examples from our own help center.

Forrest Murphy Groove Writer

Customer Support · 14 Min read

What is Good Customer Service? A Definition, Data & 11 Qualities of Exceptional Support

Let’s explore a comprehensive answer—backed by data, five timeless sources, and 11 qualities of exceptional support—to, “What is good customer service?”

Kerri Tielman Groove Writer

Growth · 5 Min read

Our Marketing Style Guide Is Just 658 Words. We Love It. And You Can Steal It

You don’t need a 50-page marketing style guide. In fact, shorter is better. Here’s the one we use at Groove.

Forrest Murphy Groove Writer

Customer Support · 10 Min read

What Is E-commerce Customer Service? 5 Best Practices for ‘Small’ to Beat ‘Big’

Going up against e-commerce behemoths is no easy feat. But, customer service is one of the last bastions where small absolutely crushes big.

Kerri Tielman Groove Writer

Customer Support · 20 Min read

15 Customer Service Skills & How to Improve Each One (Step-by-Step)

Nobody’s born with good customer service skills. But, anyone can master them. Here are step-by-step instructions to improve you or your team’s support.

Luca Lyons Groove Writer

Customer Support · 5 Min read

Customer Service Ticketing System Magic: We Cut Response Time by 50% Using This Feature

We went from overwhelmed to well-oiled machine using the magical power of tags.

Kerri Tielman Groove Writer

Customer Support · 22 Min read

Customer Experience Analytics: 10 Metrics to Get CX a Seat at the Table

Get the 10 most valuable customer experience analytics for small-medium businesses, broken down in practical terms, with real-life examples.

Kerri Tielman Groove Writer

Growth · 8 Min read

Getting Rid of the Bullsh*t Performance Review: This 4 Step Checklist Saves Us 40+ Hours Each Quarter

How we eliminated awkward performance review meetings and improved team-wide productivity.

Forrest Murphy Groove Writer

Growth · 12 Min read

Google Data Studio Examples: These 5 Reports Save Me a Full Day of Work Every Month

KPI reports used to take me 2 hours a week to prepare. Now I do it in 5 minutes. These Google Data Studio examples will show you how.

Forrest Murphy Groove Writer

Customer Support · 10 Min read

Customer Marketing: 3 Retention Metrics, 3 Growth Metrics, and 6 Strategies to Jumpstart Your Marketing Plan

Customer marketing holds the key to sustainable and economic growth. Here’s how to build a plan of action for your business.

Kerri Tielman Groove Writer

Growth · 6 Min read

Our Customer Onboarding Process: How We Customize Onboarding for 10,000+ Customers

Here’s how we optimize our customer onboarding process to cater to all our customers’ needs.

Forrest Murphy Groove Writer

Founder's Journey · 8 Min read

You’ll outgrow your company’s core values. Here’s what to do next.

Your company core values matter. Here’s the process we used to develop ours, plus tools you can use to develop your own.

Alex Turnbull CEO & Founder @Groove

Customer Support · 9 Min read

The Complete Customer Experience Guide: How to Create a CX Strategy for Your Business

Customer experience, also known as CX, encompasses every touchpoint between your business and your customers. It includes the entire customer journey from potential sales lead to onboarding to customer service interactions.

Kerri Tielman Groove Writer

Product Updates · 2 Min read

Product Update: New and Improved Shopify Integration

Supercharge your workflow with our updated Shopify integration.

Forrest Murphy Groove Writer

Growth · 11 Min read

Steal Our Marketing Persona Template (And the Customer Research Process That Goes With It)

Most marketing personas aren’t very helpful. Here’s a marketing persona template and research process that can help your business grow.

Luca Lyons Groove Writer

Customer Support · 6 Min read

Our Customer Success Tools: How These 6 Tools Keep Us Sane

Searching for the right customer success tools for your team? Here’s our stack and why it works for us (and how it could work for you too).

Forrest Murphy Groove Writer

Customer Support · 8 Min read

10 Good Customer Service Reviews, Examples, and Lessons to Empower Your Team

Take control of your customer reviews with these 10 inspiring lessons from some of Groove’s top customers.

Amanda Langford Groove Writer