All our posts

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

Entrepreneurship · 10 Min read

The Top 5 Leadership Qualities a First-Time Founder Should Practice

Very few of us are "natural-born leaders". Luckily, the essential leadership qualities needed to be successful can be learned and developed.

Kerri Tielman Groove Writer

Customer Support · 8 Min read

Swarming vs Tiered Support: Which One Is Right For You?

Not sure what tiered support and swarming are? Not sure which approach is right for your team? No worries, we have all the answers for you.

Amanda Langford Groove Writer

Founder's Journey · 10 Min read

The Rebirth of Groove (and the Next Stage In Our Startup Journey)

Where we’ve been, where we’re going, and answers to all of the questions that many of you have been asking.

Alex Turnbull CEO & Founder @Groove

Customer Support · 8 Min read

10 Customer Service Phrases You Should (And Shouldn’t) Be Using

We've shared lessons from thousands of customer support conversations to highlight 10 phrases to help you have easier support conversations.

Forrest Murphy Groove Writer

Entrepreneurship · 9 Min read

How to Use Upselling to Increase Customer Happiness, Retention and Revenue

Upselling is a dirty word to many people, but in reality it doesn’t need to be. Learn how to upsell so that you get happier and more loyal customers.

Alex Turnbull CEO & Founder @Groove

Product Updates · 5 Min read

Coming Soon: A Brand New Knowledge Base

In parallel to the Groove 2.0 Inbox, our KB team has been hard at work rebuilding the Groove Knowledge Base from the ground up

Amanda Langford Groove Writer

Product Updates · 6 Min read

Sneak Peek: Refining the New Groove Inbox

We've been working hard to bring design harmony to the new Groove Inbox. Now we're excited to share with you all the changes we've made

Kerri Tielman Groove Writer

Product Updates · 4 Min read

Sneak Peek: A New Groove

Introducing Groove 2.0 — up to 8× faster, rock-solid stability, better collaboration, powerful new reporting, and a whole new look.

Alex Turnbull CEO & Founder @Groove

Customer Support · 5 Min read

5 Signs That You Should Stop Using Email for Support

How to know when it's time to look for another solution for customer service email management.

Forrest Murphy Groove Writer

Customer Support · 7 Min read

5 Tips For Getting More Done Without Growing Your Support Team

Five things you can immediately start doing to free up your support team’s time and energy to increase their productivity

Luca Lyons Groove Writer

Content Marketing · 7 Min read

I’m Taking A Break From Blogging. Here’s Why.

Four years ago today, we took down our blog to re-imagine it. Here’s why we’re doing it again.

Alex Turnbull CEO & Founder @Groove

Customer Support · 5 Min read

5 Reasons To Put Customer Service First In Your Company

Great customer service matters more than ever. It generates higher customer loyalty, more revenue, and great publicity

Kerri Tielman Groove Writer

Entrepreneurship · 5 Min read

Attention Startups: Stop Selling to Startups

Instead of trying to sell to your circle of "founder friends", figure out who your best customers really are and where you can find them

Alex Turnbull CEO & Founder @Groove

Customer Support · 7 Min read

Burnout in Customer Service: Tips for Staying Sane

When it comes to customer service burnout, we've seen it all. These are best tips on how to deal with burnout before it...burns your business

Amanda Langford Groove Writer

Entrepreneurship · 7 Min read

9 Blog Posts Your Team Should Read Today

My favorite recent startup articles about growth, marketing and business life that have made a big impact on our team

Alex Turnbull CEO & Founder @Groove

Entrepreneurship · 5 Min read

Don’t Let An “Unlimited” Vacation Policy Kill Your Startup

This is how to create a real unlimited vacation policy that will help your teammates recharge and return at their best.

Alex Turnbull CEO & Founder @Groove

Customer Support · 5 Min read

Customer Surveys 101: Tips For Result-Focused Questions

5 tactics to make sure that your customer surveys not only create actual value for your company, but are also painless and fun to fill out

Forrest Murphy Groove Writer

Content Marketing · 5 Min read

How We Used Content Upgrades to Increase Conversions by 400%

Learn how you can use the power of content upgrades to multiply the conversion rate of your email subscription forms

Alex Turnbull CEO & Founder @Groove

Customer Support · 5 Min read

Definition of Customer Service: A Glossary of Over 60 Words and Phrases to Simplify Support

Answering, “What is customer service?” is just the tip of the clarity-giving power a shared language creates for your business’ support.

Kerri Tielman Groove Writer

Entrepreneurship · 11 Min read

7 No-Nonsense Pieces of Startup Advice I Wish I Got When I Started

Key pieces of startup advice we’ve collected over the years that have made a dramatic impact on our business

Alex Turnbull CEO & Founder @Groove

Customer Support · 4 Min read

Net Promoter Score: What Is It and Why Do You Need It?

What Net Promoter Score is, why you should care about it, and what to do when it’s not looking as good as you’d like it to

Forrest Murphy Groove Writer

Customer Support · 7 Min read

5 Tips for Hiring Remote Customer Support Agents

Everything we've learned about hiring remote support from our experience as a fully distributed customer support company.

Kerri Tielman Groove Writer

Entrepreneurship · 2 Min read

Friday Q&A: How to Know When to Abandon a Strategy

Every Friday, we’re answering your questions about business, startups, customer success and more.

Alex Turnbull CEO & Founder @Groove

Customer Support · 6 Min read

The Hidden Cost of “Free”: Why Email Support Should Be a Temporary Solution

Some aspects of customer service are too complicated to manage with just email. This is how help desk software can help you with them

Amanda Langford Groove Writer

Entrepreneurship · 2 Min read

Friday Q&A: Is a company’s vision created by one person, or by a team?

Every Friday, we’re answering your questions about business, startups, customer success and more.

Alex Turnbull CEO & Founder @Groove