New Features for Groove Users

Groove has been hard at work developing new features for their customers, and they are excited to announce that some of these highly requested features are now available in beta or live on production.

• Groove Reports in Beta: Groove Reports offer in-depth analytics on agent performance, customer satisfaction, and other key metrics.
• New Ticket UI Enhancements: The New Ticket form has been completely redesigned with a cleaner, easier-to-navigate interface.
• Knowledge Base Analytics: Groove now offers analytics for Knowledge Base articles, including most viewed articles, most common search terms, and article usefulness ratings.

Groove Reports: In-depth Analytics in Beta

The new Groove Reports are in beta and available for public testing. These reports provide detailed insights into your team’s performance, including:

• Agent response and handling time
• Customer satisfaction ratings
• Most used labels
• Most popular common replies for each Mailbox

Groove has doubled the number of timeframes available for monitoring team performance, allowing for more granular analysis of data.

New Ticket UI: Improved User Experience

Groove has redesigned the New Ticket form with a sleek, modern interface that is easier to use and navigate. The new UI includes:

• A separate page for New Tickets
• Enhanced UI for sending emails and logging phone calls
• Improved organization of Common Replies with searchable categories
• A new "Insert Message" button for accessing Common Replies
• Ability to create a New Ticket category for common replies
• No more auto-filling of subject lines for New Tickets
• Default Mailbox automatically set to the last Mailbox viewed
• Ability to CC or BCC recipients on New Tickets

Continued Focus on Solving Microsoft Outlook Parsing Issues

While Groove is excited about their new features, they continue to work diligently on improving the overall user experience by tackling parsing issues, especially those related to Microsoft Outlook.

Groove has identified that the majority of remaining parsing issues with Microsoft Outlook are related to emails sent from Microsoft Word. To address this, they have built a custom parser specifically for Microsoft. While there is still work to be done, they are confident that they are on the right track to resolving these remaining parsing issues and improving email readability in Groove.

Knowledge Base Analytics: Measure Knowledge Base Effectiveness

The new Knowledge Base Analytics feature allows you to track the effectiveness of your Knowledge Base articles by measuring:

• Most viewed articles
• Most common customer search terms
• Article usefulness ratings (customers can vote on the usefulness of articles)

These analytics help you identify which articles are most helpful to your customers and allows you to improve your Knowledge Base content accordingly.

Benefits of Using Groove

The new features and ongoing efforts to improve parsing in Groove offer numerous benefits for users, including:

• Improved efficiency and productivity
• Enhanced customer satisfaction
• Better insights into team performance
• More effective communication and collaboration

These improvements to Groove demonstrate their ongoing commitment to providing a seamless and powerful customer service platform for businesses of all sizes.

Future Plans for Groove

Groove is continuing to work on developing new features and improving existing ones. They are committed to providing a comprehensive and user-friendly platform for customer support.

Future plans may include additional features to address specific customer needs and further enhance the platform's functionality.