The Groove Blog

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