Groove Product Roadmap 2020: Building a Better Customer Support Experience

Groove's 2020 roadmap is packed with exciting updates and new products designed to transform how businesses interact with their customers. This year, Groove is focused on expanding its product suite to encompass various communication channels and improve its core offerings.

Focus on Inbox Performance & Reliability

Starting with a focus on its existing Inbox product, Groove is committed to improving performance, reliability, and user experience based on customer feedback. This includes:

• Performance enhancements for faster and smoother inbox operations.
• Increased reliability of the Groove platform to ensure consistent service.
• Feature improvements such as custom snooze, merging, canned replies, and enhancements to the reply editor and attachments.

Live Chat: A New Era of Real-Time Communication

Groove is introducing Live Chat to its platform, enabling real-time customer interaction. With the Live Chat feature, businesses can provide instant support, address queries promptly, and enhance customer satisfaction. The internal beta version is already in testing and is expected to be launched publicly in Q2.

A Modern, Enhanced Support Widget

Groove is redesigning its support widget for a more modern and functional experience. The new widget will serve as the entry point for Live Chat, offering a streamlined way for customers to access real-time support.

CRM: A Holistic View of Customer Interactions

As Groove expands its communication channels, a comprehensive CRM system becomes crucial for managing customer interactions. Groove is launching a CRM system in early Q2 with basic functionality, with plans to enhance it with powerful features throughout the year.

The Importance of Mobile Apps

Recognizing the importance of mobile accessibility, Groove is developing native iOS and Android apps. These apps are designed to provide a seamless experience for agents and customers on mobile devices, enhancing flexibility and responsiveness.

Enhancements with a New API

Groove is developing an improved and extended Inbox API to support its new features and products. This API will offer comprehensive documentation and an intuitive interface for seamless integration with third-party applications. The API will be available in early Q2.

Revolutionizing Search and Interface

Groove is improving its search functionality to make finding information easier and more intuitive. Additionally, Groove will introduce a much-requested dark mode for its interface to reduce eye strain for agents.

Beyond Q2: Expanding Functionality

Beyond Q2, Groove has a roadmap filled with exciting features designed to enhance its existing offerings and expand its capabilities.

Targeted Messaging and Automation

Live Chat will be enhanced with features like targeted messaging and bots. This will allow businesses to personalize communication and automate responses, improving efficiency and engagement.

Inbox Enhancements and Integration

Groove will continue to enhance its Inbox with features such as SLAs, custom snooze times, and improved rules and automations. Additionally, Groove plans to expand its integrations with popular services like Zapier, Slack, WooCommerce, Asana, Amazon, Calendly, and more.

Looking Ahead: A Promising Future

Groove's 2020 roadmap is a testament to its commitment to providing businesses with the tools they need to deliver exceptional customer support. With a focus on expanding its product suite, enhancing its core offerings, and integrating new technologies, Groove is poised to become a leading platform for modern customer support.