All our posts

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

Customer Support · 10 Min read

How We Support 10,000+ Users With Only 2 Customer Team Members: 9 Tips for Remote Customer Support

How we built a highly effective (and super lean) remote support team.

Forrest Murphy Groove Writer

Entrepreneurship · 8 Min read

Becoming an Entrepreneur: How I Started My Very First Business with Just $300

Becoming an entrepreneur isn’t easy. Here’s my story of using $300 to start my very first business, and how I almost lost everything in the first 15 minutes.

Alex Turnbull CEO & Founder @Groove

Customer Support · 7 Min read

What’s the Best Type of Customer Service for Your Business?

When choosing the best types of customer service, start by designing the customer experience—then work backwards.

Forrest Murphy Groove Writer

Customer Support · 6 Min read

5 Tips for Onboarding Your Team to New Customer Support Software

Onboarding employees to new customer support software can be a challenge. This guide will help you conquer it.

Luca Lyons Groove Writer

Customer Support · 8 Min read

Moving to Online Customer Support: 8 Tips to Ease the Transition

Our best advice for smoothly transitioning your team to online customer support.

Forrest Murphy Groove Writer

Customer Support · 13 Min read

10 Customer Service Metrics & KPIs You Should Be Measuring (And How to Improve Them)

Optimize your customer service with data-driven insights. Explore our list of essential customer service metrics that can boost satisfaction.

Kerri Tielman Groove Writer

Customer Support · 5 Min read

How to Write a Customer Service Job Description to Attract Top Talent to Your Team

Craft the perfect customer service job description to find the right fit for your organization.

Forrest Murphy Groove Writer

Customer Support · 9 Min read

6 Customer Service Email Templates: 1 Primary Template and 5 for Tough Situations

Download and use these email templates to navigate even the most complicated scenarios and deliver great customer service.

Luca Lyons Groove Writer

Customer Support · 6 Min read

The Best Customer Service Platform for Small Businesses: 4 Unique Ways We Use Groove

Rather than a vague list comparing the best customer service platforms, we’re breaking down why Groove works for our small business. Find out how our customer service software could work for you too.

Luca Lyons Groove Writer

Growth · 25 Min read

How to Grow Your Business: 15 Steps We Actually Took Growing to $3.5M/Year

This isn’t a guru guide. And it’s not a listicle of “best practice.” These are the 15 steps we actually took to grow into a multi-million-dollar business, so you can too.

Alex Turnbull CEO & Founder @Groove

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