and Groove built a better customer experience by switching to Groove

Founded in 2012 by inbound marketing superstars Rand Fishkin of Moz and Dharmesh Shah of HubSpot, is a community of more than 30,000 inbound marketers sharing information and learning from each other.

As Inbound grew, Head of Marketing Sam Mallikarjunan was looking for a better way to manage the organization’s customer support.

“We were using Gmail, and honestly, it sucked. Threading is terrible, and we weren’t able to manage things like follow-ups. It wasn’t a big deal when we were getting 1-2 emails a week, but things are different now.”

Sam wanted a simple app that wouldn’t take any time to learn how to use, and that would give him basic help desk functionality without the bells and whistles.

Sam landed on Groove.

“The interface is great. It’s simple, but so much better than Gmail. We set tickets to pending, get reminders to follow up and nothing gets lost or forgotten.”

And as data junkies, Sam and his team rely on Groove’s customer service metrics to keep them on track.

Screenshot of metrics dashboard in Groove

“We love the analytics. It gives us the ability to say, ‘okay, our average first reply time in the last 7 days is 5 hours.’ Now we have a specific benchmark to work to improve against.”

Sam Mallikarjunan,
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