Welcome to Groove!

You made it! We’re so glad you’re here.

As a new user, we wanted to personally welcome you with a guide made just for you.

We’ve got videos, screenshots, and words to make sure you and your team deliver standout support easily.

If you’ve used email or customer support software before, you’ll pick this up quickly. If not, no worries, I’ll come to your home myself and lift the rock off of you so you can learn it all. 

Groove consists of three different parts, each with their own cool icon within the platform: 

  • Inbox 

  • Knowledge Base

  • Reports 

Let’s go over the basics so you know exactly what lies within each. Open up your new Groove account in another window to follow along. Or just focus on this guide for now, then hit the ground running when you’re finished reading.  

Inbox: Where the customers are

Customer support magic happens in the inbox. You’ll answer emails, log phone calls, and collaborate with teammates. 

Watch our quick video to tour this beauty:

Check out the full Inbox Overview for more details on how to navigate this section

The inbox is broken down into four panes:

1. The left navigation menu shows a rundown of the organization in the inbox. You’ll see a list of all your mailboxes, folders, teammates, tags. Click each one to open it up and see the conversations within it. 

2. The conversation list provides an overview of each conversation within the chosen section. With a quick scroll, you can see subject lines, a snippet of the most recent email body text, time stamps, tags, and the assigned team member.

Go ahead and click again to open up the actual conversation.

3. Find all the juicy details of your customer’s inquiry in this section. The conversation page allows you to reply, close, snooze, tag, add a note, assign to yourself or a teammate… the works. This is where you’ll take any action on a single email (as opposed to bulk action on a bunch of emails).

4. The right sidebar contains everything you always wanted to know about the customer but were afraid to ask. Or rather, didn’t have the time to ask. We pull in all their personal information like name, email, company, and recent conversations, so you can treat every customer like your BFF.

This is also where integrations live. You can see things like your customer’s subscriber status in Mailchimp, Shopify purchase history, Trello cards linked to bug reports, and way more...   

Knowledge Base: Where the answers are

The knowledge base houses FAQs, how-to’s, and training guides for all your customers’ self-service needs. You’ll create, edit, and publish all these articles within the dashboard. We’ll show you how...

Check out the full Knowledge Base Overview for more details on how to navigate this section

Click on the Knowledge Base icon on the far left to open up this section of our platform. From there, you’ll see five options.

1. View site opens your knowledge base in a new window. This is how customers will see your portal. It’s the live, published, public-facing version of your base. You’ll click this when you want to see how your changes look “in real life.” 

2. Articles is where you’ll create, edit, publish, and delete articles for your customers’ reading enjoyment. All the posts within your knowledge base appear in one easy-to-view list, with the number of page views and ratings shown per article, so you can quickly see what’s working. Use the search bar or filters at the top to find a specific article. Click the “Create article” button to craft your latest post. 

3. Categories are like folders for your articles. Group together similar articles here, as well as move, edit, and create new categories. Make it as easy as possible for your customers to find answers to their questions.

4. Look & feel lets you choose a theme, colors, and fonts for your portal to keep it consistent with your brand at large. You’ve got lots of options to choose from, along with the opportunity to get creative with your own custom code.

Scroll through the right sidebar to edit the wording on your knowledge base homepage, add rating and contact options to your articles, add/remove authors and dates to your posts, and much more. If you need to adjust something that affects your entire base, you’ll find it in this section.

5. Settings branches out into several sub-categories to give you total control over your knowledge base. Don’t get too worried about all the options here, most of these you (or your manager) will only touch during setup. 

Here’s a quick overview of what you can do within your knowledge base settings:

  • General: Turn your base live, edit the name or url
  • Language & Text: Select language, edit default text
  • Access control: Set password or IP whitelist
  • SEO: Control how your base appears in public searches 
  • Google Analytics: Add a tracking ID
  • Domain & SSL: Technical things
  • Advanced: Select, redirect, or delete a knowledge base

Reports: Where the metrics are 

The Reporting dashboard holds all the numbers and charts you need to track what’s going on in the inbox and in the knowledge base. Use these metrics to establish baselines, set team goals, and quantify customer feedback.

Check out the full Reports Overview for more details on how to navigate this section

Inbox Reports

Find out how many conversations you have each day, trending tags, average response time, CSAT scores, and a lot more. 

Whether you have one mailbox or a few, each one will be listed on the left. Click on the mailbox to open up five subsections: Conversations, Productivity, Happiness, Agents, and Teams. 

Hot tip: Select the period of time and edit business hours at the top of each report to see the exact data you want. 

1. Conversations shows how many emails pour into the inbox each day and how many get resolved. Get more granular with reports on when they come in (busiest time), what they’re about (tag insights), and who is handling them (team leaderboard).

Use this information to staff up for busy times, present feedback to other teams, and compete against your teammates for highest CSAT score ;)

2. Productivity displays average reply and resolution time across all your emails. Treat these numbers as baselines and try to lower them overtime to prove that your hard work is paying off.

3. Happiness tracks customer satisfaction scores. See how many customers left a rating and what they chose. You can even see a breakdown of recent emails with ratings attached. Keep the score trending upwards to brag about how happy your customers are, and quickly access poorly rated interactions to respond to customers who need some extra love.

4. Agents lists all team members and provides a quick view of which team(s) they belong to, how many conversations they’ve handled and resolved, and their average CSAT score.

Click on an agent to view a full report with cool charts and graphs on their individual productivity. Use this to track and improve your own progress overtime. Or, if you’re a manager, check this page regularly to make sure each agent is performing as expected.

5. Teams provides a similar quick list to “Agents,” with the number of total conversations, resolutions, and CSAT score broken down by team. Again, click into an individual team to see a full report.

When you use use teams to separate high level subject matter in the inbox, this report provides great insight on which topics need more attention. (Like, if you have a “bug” team, and the overall number of conversations rises, use this report to suggest creating a better process for bug reports.)  

Knowledge Base Reports

At the bottom of the left sidebar, you’ve got the Knowledge Base report. 

See how many visitors come to the base, how many articles they view, and what they think of each one. Get a breakdown of the most searched for terms, in addition to failed searches.

This is a gold mine! Make sure your highest viewed articles rank high with customers and constantly update your base to incorporate failed search terms. 

Got admin privileges? 

Keep reading to learn more about the additional access you have under Settings.

Settings: Where your control lives

Like most technology, you’ll find all the nitty gritty preferences and organizational elements within Settings. 

1. My Settings is where you’ll edit your profile, adjust notifications, and control your inbox preferences. You’ll spend a lot of time in the inbox, use these controls to make sure you’re comfortable in it.

2. Organization lets you edit the organization profile, add new users and teams, and access API settings. We keep it simple, so you can easily adapt your inbox as your organization grows.

3. Conversations holds the almighty automation and time-saving aspects of the inbox: Mailboxes, canned replies, tags, rules, folders, and conversation preferences. You’ll probably spend most of your time in this section. 

  • Mailboxes: Set up multiple email addresses to funnel into different parts of the inbox. 
  • Canned replies: Create, edit, and delete responses for common questions. 
  • Tags: View and edit all your tags.
  • Rules: Edit and trigger automations based on when...then conditions. 
  • Folders: Edit and add folders to organize conversations based on conditions. 
  • Preferences: Set up defaults for mailboxes, recipients, replies and add blacklisted emails

4. Integrations is where you’ll add and edit third-party tools to your inbox. Use them to get a more holistic picture of your customers and provide multi-channel support. Think: Slack, Facebook, Zapier, etc. Just click on the integration and we’ll walk you through every step of setup.

5. Reports allows you to adjust calculation preferences, timezone, and business hours. Don’t hesitate to change these settings and see how it affects your understanding of various support metrics.

Now, go forth with your newfound Groove knowledge and provide awesome customer support to one and all! 

Bookmark this guide to reference whenever you need it. And don’t hesitate to reach out with any questions.