No matter how solid your product is, you’re bound to get the occasional unhappy, frustrated, or annoyed customer. Like this one:
When you get a message like this, would you rather shoot them a speedy but ineffective response (“So sorry you’re having trouble—we’re working on it!”) or a slow but effective one (“Figured out the issue, you should be able to log in now!”)?
As bizarre as this may sound, you’d actually be better off with the first option. Twice as many consumers would recommend a company that was quick but not helpful over a company that was helpful but took a long time.
And that’s where help desk software comes into play. These tools bring together all of your customer support channels, so you (or your customer support reps) can log in and answer customer emails, social media posts, chats, and calls in one place. The ultimate benefit of a good customer service tool is that it makes it easy to respond to your customers in the manner you think is best (hint: fast!).
We thought founder Marvin Russell beautifully summarized the value of simplicity when he told us about why MySiteAuditormigrated to Groove:
“As Hick’s law says, the more options you give to a human, the more hard it is for him to make a decision. This is the philosophy that we use when we choose most of our tools, including Groove. With Groove you can do only 10 things, but they are the very essential ones.”
So here are some of those things that we think Groove does well.
First, it’s simple—and when you’ve got a small team juggling a bunch of different customer requests, simplicity is key.
Every ticket, no matter its source, is collected in your inbox. This dashboard should feel familiar, since it looks pretty similar to the Gmail inbox.
Answering tickets is just like answering emails: Open one, read the customer’s message, and send off a reply.
If you’d rather open your tickets in your actual email account, that’s easy to set up. Simply auto-forward your messages to your normal email address, and you’ll be good to go.
Each message you receive comes with a handy sidebar, filled with relevant info on the specific customer from their social media accounts, your CRM, and any older tickets. You can use these details to give your reply a personal touch.
“It’s so much easier to answer support tickets because you automatically have all of that context right there,” says Eager co-founder Adam Schwartz.
Of course, there’s a lot you can do with a ticket besides simply responding. Assign it to a team member, snooze it till later, add private notes, merge it with another ticket, or even insert a pre-written response.
To cut down on the number of tickets you receive, Groove lets you create a custom-branded knowledge base. This feature is pretty standard in help desk software, but again, the platform’s minimalism makes it stand out.
Groove also offers a support widget feature. Add this pop-up box to any page of your website, and your customers can contact you or search your knowledge base with minimal effort.
Gauging how well you’re keeping up with tickets is hard when you’ve only got one or two reps. As your team grows, it becomes even more difficult. Groove’s Reports tab will keep you up-to-date on the basic stats: average reply time, average first reply time, average resolution time, and replies per ticket.
Other tools offer more advanced analytics. Zendesk, for example, has a long list of metrics you can choose to track ranging from “tickets reopened” to “one-touch replies” (the number of tickets solved in a single interaction). The same is true of many of the other customer service competitors out there; they offer a spectacular array of features and options.
And, while those features are desirable for some, nearly all have received the criticism of being “heavy.” At Stacklist, we try to make a heavy proposal to all startups to prioritize “light” software as long as possible. So check out Groove!