Whether you’ve been scrambling to organize service requests in Gmail, or you’re still trying to figure out what the heck a macro is, you’ve found your way to Groove.
Everything is simpler here, we promise. Starting with our quick start guide...
In just six steps, you’ll be completely up and running with Groove. Pull up your Groove dashboard in one window, and keep this guide in another, to walk through each step with us.
1. Talk (better) to your customers
Conversations are rarely a 1-1 interaction in customer support. Before resolving an issue, you may need to loop in a team member, alert an engineer, or add a note with more context.
We’ve been there, done that, and created a platform to make this easier.
The conversation starter pack includes: (Psst! Invite another team member to really see these features in action…)
- Create a new conversation
- Assign a conversation and change status
- Add a note
- @mention a colleague
- Test out collision detection (see when a teammate is replying to a conversation!)
- Forward a conversation
- Snooze a conversation
- Follow a conversation
Hate reading? We made a video!
2. Bring in your (real) emails
Nothing like the real thing…
Your trial includes all the same features as our paid plan. Meaning you can forward your real emails into the Inbox. No hypotheticals during this trial period!
How to set up your Groove mailbox:
- Go to Settings...
- + Add Mailbox
- Enter the mailbox name and email address associated with it, click save…
- Get your @inbox.groovehq.com address...
- Plug that address into your email client’s auto-forwarding settings
It’s really that simple.
But if you got sidetracked, get more details here.
And find specific email client instructions below:
- Google Apps - Gmail
- Forwarding an Alias from Gmail
- Google Apps - Creating a Group that Forwards
- Yahoo Mail
- Forwarding from your host
3. Get organized with Folders
Okay, yes, folders help you organize stuff. But in the computer world, they’re also the entry point to automation.
In Groove, each folder is based on “conditions.”
Quick vocab lesson: Conditions tell the inbox to automatically route conversations based on if...then parameters.
Use it in a sentence: Instead of spending two hours manually assigning bug reports to Ivan, I created a folder and added a condition to automatically assign all bug reports to Ivan. ?
It’s really fun to do this yourself...
Go to Settings, click Conversations, then under Folders open +Add Folder.
Create a name, description, and choose from a number of conditions for this folder.
Take a minute to read through the drop down menu and see exactly what we mean by “conditions.”
Here’s the full article on how to use Folders. Once you get the hang of them, they’ll become your go-to solution for managing team members, priorities, and workflows, without ever leaving the inbox.
4. Automate the boring stuff
Don’t worry, you won’t be automating any of the fun stuff--like building personal relationships with your customers or diving deep into a weird bug report. We would never take that away from you!
But, we will eliminate the several hours a week you spend on mindless tasks.
Mindless task #1: Copying and pasting the same reply again and again...
Eliminate this task with canned replies. They are basically email templates on overdrive.
Here’s the deal:
- Save your most-used responses directly within the inbox
- Plug them into any conversation with one click
- Automatically insert variables (like a customer’s first name)
It takes less than a minute to create a canned reply. And I’m sure you already have a few responses in mind. So...
Go to Settings > Conversations > Canned replies (we made a gif!)
Mindless task #2: Manually assigning, tagging, or closing conversations...
Automate this task with Rules. They’re essentially a to-do list for your inbox. One you never have to touch after it’s set up.
Rules follow the same if...then format as conditions.
Here are a few common examples:
- If [subject contains out of office], then [set status to closed]
- If [subject or description contains bug report], then [assign to agent ‘Lesley’]
- If [from email is firstname.lastname@example.org], then [add tag ‘VIP’]
What’s that you say? These examples really helped clarify the possibilities?
Yes, we know. That’s why we also include pre-populated drop-down options in the Rules dashboard itself:
It’s actually highly entertaining (borderline addictive) to play out different scenarios with Rules.
Have at it … Go Settings > Conversations > Rules > +Add Rule
5. Integrate with the rest of your business
Integrations are a fun, jargon-y way of saying that you can link many of the common business tools you already use (platforms) to your inbox. The most common products people link to us include:
Even if the platform itself is hard to understand (like Github for non-programmers), adding it to your inbox is super easy.
Just click the integration you want to add, and we’ll walk you through every step of the process.
6. Educate your customers
Customers shouldn’t need to contact support for every little thing. In fact, most prefer solving problems on their own.
Get ahead of easy-to-answer inquiries with a Knowledge Base. It’s a self-service portal that typically answers FAQs or provides tutorials.
(Pro tip: You can also set up private or password-protected knowledge bases. These work great as internal training guides or for different tiers of customers.)
Of course, writing can be hard.
Don’t try to pen the next great novel… just turn your favorite canned reply into your first knowledge base article. If it works in the Inbox, it will work in the Knowledge Base.
Video coming at ya:
Find out even more about the Knowledge Base in … well … our Knowledge Base.
That’s not all, folks!
I know we promised six steps.
But... if you’re craving more, here are some advanced and upcoming features to get excited about:
- Support Widget
- Migrating your tickets from another help desk
- Live Chat (coming soon)
- CRM features (coming soon)
As for lingering questions?
We’re a customer support company after all. So don’t hesitate to reach out to our resident customer support team for more information!