Tim Linden

I'm the CTO of TimTech, I love coding with PHP and MySQL.
I'm addicted to tracking clicks and email marketing.

How Groove Can Improve Your Support

We’ve been using Groove to run support for RocketResponder, mainly because it’s email based so users can easily send us attachments for list imports. Now we’re using it for all our sites and it’s really great.

What I like about Groove:

  • It’s very simple and straightforward. I built my own system because most are too complicated.
  • You can assign tickets to people. Our in house system didn’t have that but as our team grew we needed this ability.
  • It’s email based, so end users can contact us the way they are used to contacting people.
  • The knowledgebase integration is pretty awesome.

What I’d change about Groove:

  • Right now you can have multiple mailboxes, but the system sees them all as one “site”. So one knowledgebase, one live chat system, one custom profile app.

So it’s already improving on our support because now the whole team can be in one spot and better organized. It also tracks how many tickets per day we each handle, how people rate our tickets, average response time, etc. So we can see where we need to improve on.

 
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5 comments for “How Groove Can Improve Your Support

  1. December 6, 2013 at 10:30 am

    Hey Tim…. Looking good over here! great job with nerdbux btw!

  2. December 6, 2013 at 11:19 am

    Since i follow you, and I’m getting some valuable information and useful to work on the Internet and despite the differences in the labor market to pay attention to what you say that leads to success . Thank you Tim .

  3. December 6, 2013 at 1:06 pm

    Hi Tim, thanks for this informative post.
    I am so glad you found a better system for support .
    Does this mean we no longer have to deal with that awful captcha? :)

    Have a great weekend, and yes I second that, great job with NerdBux.
    I am getting very good results with it.

    Monika

  4. December 6, 2013 at 1:13 pm

    Thanks, will check into this

  5. December 6, 2013 at 10:10 pm

    Keep the good info comin!!!

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