Customer expectations are higher than ever. Shoppers and software users expect personalized service, speed, and efficiency. At the same time, they have a tarnished view of AI chatbots as “impersonal” and “ineffectual” solely because of past negative experiences. Most of my friends and family have all dealt with inaccessible support; stonewalled behind scripted chatbots that […] The post How To Build an AI Powered Customer Support Strategy appeared first on Groove Blog ..read more

Your customer service department is at their wits’ end. They’re small and not capable of providing the same proactive customer service as larger teams. It feels like they’re losing a battle against their own software – firefighting technical issues, but never able to see past the smoke.  You know there’s got to be a better […] The post 3 Tips for Successfully Implementing Predictive Customer Service appeared first on Groove Blog ..read more

Are you a support manager who wants to help your team improve their skills? If so, you’re in the right place! When most people think of support managers, what comes to mind is daily tasks like tracking the ticket queue, setting customer satisfaction goals, and analyzing feedback. But in reality, as I’m sure you know, […] The post How Support Managers Can Help Their Teams Level Up in the Industry appeared first on Groove Blog ..read more

If you're considering Freshdesk, but also trying to evaluate alternatives for pricing and feature set - we've done the legwork for you. Check out this free evaluation with competition and ratings. The post 5 Freshdesk Alternatives for Small Online Businesses appeared first on Groove Blog ..read more

You’re pretty happy with the quality of support your customer service team provides. They reply quickly to customers, get problems resolved ASAP, and offer empathetic support. And yet, you can’t help but feel like there’s something more they could be doing to leverage support for growth.  Rather than just keeping things afloat, you’re wondering how […] The post The Fundamentals of Support Driven Growth appeared first on Groove Blog ..read more

Running a small business is tough. You’re juggling a million things, from marketing, sales and product development to customer service. I bet sometimes it feels like there aren’t enough hours in the day. But amidst all the chaos, there’s one crucial element that often gets overlooked: Truly understanding your customers. That’s where Voice of the […] The post How To Conduct a Voice of the Customer Analysis appeared first on Groove Blog ..read more

A few days back, I used a third-party shipping company. Normally, I get timely notifications on my order status. This time? Nothing. No updates at all. After a week, I decided to reach out through their app, figuring I could quickly get an answer. I typed in my question, and immediately a contact form appeared. […] The post What’s the Role of AI in Customer Communication? appeared first on Groove Blog ..read more

As someone with a lot of experience in SEO, I understand those who hate it. It can often seem at odds with good writing. It occasionally feels forced. And there are plenty of businesses that artificially create content just for SEO purposes. Businesses invest thousands per month to optimize for it. But many don’t actually […] The post How To Ace Knowledge Base SEO (And Help Customers Find Your Articles) appeared first on Groove Blog ..read more

Every great customer service representative has struggled with saying no. It’s practically ingrained into your subconscious that the “customer is always right”, even if they aren’t. Sometimes far from it. And yet, you’re led to believe you need to do everything in your power to please them.  In reality, this isn’t always possible. Often, it’s […] The post How To Say No To Customers (And Why It’s Sometimes Necessary) appeared first on Groove Blog ..read more

Your business is bootstrapped. It’s been a struggle to maintain consistent customer service, as emails overwhelm your small remote team. They’re great at their jobs (and know exactly how to deliver empathetic support), but they can’t handle the sheer volume of requests. You’ve eyed conversational AI for customer support as a potential solution to the […] The post 3 Quick Tips for Using Conversational AI for Customer Support appeared first on Groove Blog ..read more