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Helply (formerly Groove)

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The AI-Native B2B Support Platform.

4.5 2 verified reviews
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Helply (formerly Groove) Evaluation Snapshot

Review the most important product facts, official access information, and SoftwareWorld’s page-level trust standards in one place.

User Rating4.5 / 5
Starting Price$24 / month
Free TrialAvailable
Free VersionNot available
APINot available
DeploymentCloud Hosted
HeadquartersUnited States
✎
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Product Overview

Helply (formerly Groove) Overview

Product description, media, company details, support, training, deployment, customer size, languages, and industries.

About Helply (formerly Groove)

Per-seat pricing has quietly become the thing every support team resents about their helpdesk. Add an agent, add a sales rep who occasionally jumps in, and the bill climbs regardless of whether that person touches ten tickets or a thousand. Helply, the rebrand of the former Groove, ditched that model entirely, charging a flat dollar per ticket instead, with unlimited seats included no matter how many people from sales, product, or support actually log in.

What makes it more than a pricing gimmick is how deep the AI goes into B2B specific context. Before it ever touches a ticket, the AI agent pulls in Gong call transcripts, CRM history, Stripe billing data, and product usage, the kind of account context legacy support tools were never built to read. It only resolves a ticket automatically when it's confident in a complete answer, and when it isn't, it drafts a full reply for a human agent to review and send instead of guessing. Tickets also get scanned in real time for churn language, upsell signals, and competitor mentions, each one routed straight to the person who can act on it, a CSM, an account executive, or product, the same day it comes in.

  • Every channel, email, chat, Slack Connect, WhatsApp, threads into one inbox with the same AI reading everything
  • Customers report AI resolving roughly 30 to 35 percent of ticket volume automatically
  • Built specifically for B2B companies in the $1M to $50M ARR range, not a general purpose helpdesk
  • ROI tracked directly to dollars, churn prevented and upsell pipeline created, not just tickets closed
It's a deliberately narrow bet, walking away from other industries to focus entirely on B2B, which shows in how tightly it's built around account context and revenue signals rather than being a one size fits all support tool.
Company Helply, Inc.
Founded 2011
Headquarters United States
Employees 11-50

Support

Email Phone Chat Knowledge Base

Training

Webinar Documentation

Licensing & Deployment

Proprietary Cloud Hosted Web-Based iPhone

Typical Customers

Small-Business Midsize-Business Large-Enterprise-Business
Languages Supported 1 language available
English
Industries Served 1 industry available
Information Technology & Services

Why Choose Helply (formerly Groove)

Problem it Solves

  • Problem it Solves Eliminates Scattered Support Communication While Improving Response Efficiency.

Target Users

  • Target Users Support Teams
  • Target Users Helpdesk Administrators
  • Target Users Operations Leads
  • Target Users Customer Success Managers

Core Use Case

  • Core Use Case Track Response Metrics
  • Core Use Case Manage Support Conversations
  • Core Use Case Assign And Prioritize Requests
  • Core Use Case Share Knowledge With Internal Teams

USP

  • USP All-in-one Helpdesk Platform That Centralizes Customer Conversations.

Pros

  • Pros AI resolves support conversations end-to-end, including taking real actions like refunds or account updates
  • Pros Bold performance guarantee — 65% AI resolution rate within 90 days, or you don't pay
  • Pros Comes with a dedicated AI support engineer working alongside your team
  • Pros Syncs directly with your existing help desk, keeping context and history intact
  • Pros Escalates to humans with full context and source citations, avoiding repetitive back-and-forth

Cons

  • Cons Setup and onboarding during the 90-day implementation period needs careful scoping
  • Cons Transparency around exactly which actions the AI is authorized to take could be clearer
  • Cons Success depends heavily on how complex your product and support cases are
  • Cons Newer, less established platform, so long-term track record is still limited
  • Cons Niche or highly technical products may find the 65% resolution target harder to hit
Editorial Buyer Guidance

Who Is Helply (formerly Groove) Best For?

Review the buyer problem, target users, practical use cases, and product differentiator identified by the SoftwareWorld review team.

Problem It Solves

Eliminates Scattered Support Communication While Improving Response Efficiency.

Target Users

  • Support Teams
  • Helpdesk Administrators
  • Operations Leads
  • Customer Success Managers

Core Use Cases

  • Track Response Metrics
  • Manage Support Conversations
  • Assign And Prioritize Requests
  • Share Knowledge With Internal Teams

Unique Selling Point

All-in-one Helpdesk Platform That Centralizes Customer Conversations.

Strengths and Limitations

Helply (formerly Groove) Pros & Cons

Consider the practical advantages and limitations identified through SoftwareWorld's product assessment.

+

Pros

  • AI resolves support conversations end-to-end, including taking real actions like refunds or account updates
  • Bold performance guarantee — 65% AI resolution rate within 90 days, or you don't pay
  • Comes with a dedicated AI support engineer working alongside your team
  • Syncs directly with your existing help desk, keeping context and history intact
  • Escalates to humans with full context and source citations, avoiding repetitive back-and-forth
!

Cons

  • Setup and onboarding during the 90-day implementation period needs careful scoping
  • Transparency around exactly which actions the AI is authorized to take could be clearer
  • Success depends heavily on how complex your product and support cases are
  • Newer, less established platform, so long-term track record is still limited
  • Niche or highly technical products may find the 65% resolution target harder to hit
Category-Based Capabilities

Helply (formerly Groove) Features

Each category combines the selected software category, its category-specific description, and the features assigned to that category.

Knowledge Management Software 26 selected features Open category ↗ ⌄
Cataloging/Categorization Knowledge Base Management Single Sign On Communication Management SSL Security Text Editing Activity Tracking Social Media Integration Access Controls/Permissions Decision Support Document Management Collaboration Tools Drag & Drop Live Chat Surveys & Feedback Self Service Portal Alerts/Notifications Full Text Search Commenting/Notes Discussions/Forums Tagging Widgets Content Management Content Library Multi-Language Calendar Management
Customer Service Software 25 selected features Open category ↗ ⌄
Performance Metrics Appointment Management Real Time Notifications Customer Segmentation Employee Management Queue Management Virtual Assistant Customer History Call Routing SMS Messaging Email Management Voice Mail Call Center Management Knowledge Base Management Multi-Channel Communication Live Chat Activity Tracking Self Service Portal Alerts/Escalation Auto-Responders Support Ticket Management Engagement Tracking Surveys & Feedback Social Media Integration Contact Management
Help Desk Software 26 selected features Open category ↗ ⌄

Helply (formerly Groove) is an AI-native help desk platform built around an autonomous support agent that resolves tickets, not just drafts replies. It combines a shared inbox, knowledge base, and multi-channel support with outcome-based pricing. Support teams get AI-driven resolution alongside human collaboration for complex cases.

Automated Routing Call Center Management Real-Time Chat Performance Metrics Customer Database Self Service Portal SLA Management CRM Real Time Notifications Multi-Channel Communication Support Ticket Management Surveys & Feedback Document Storage Social Media Integration Alerts/Escalation Prioritization Workflow Configuration Ticket Management Reporting/Analytics Access Controls/Permissions IT Asset Management Email Management Customer History Interaction Tracking Knowledge Base Management Remote Access/Control
Customer Satisfaction Software 23 selected features Open category ↗ ⌄
Trend Analysis Survey/Poll Management Data Visualization Reporting/Analytics Chat/Messaging CRM Feedback Management Customer Segmentation Customer Database SMS Messaging Visual Analytics Email Management Engagement Tracking Multi-Channel Communication Complaint Monitoring Customer Experience Management Sentiment Analysis Performance Metrics Social Media Integration Customer Journey Mapping NPS Survey CES Survey CSAT Survey
Inside Sales Software 23 selected features Open category ↗ ⌄
Lead Capture Email Management Call Monitoring Automatic Call Distribution Lead Qualification Lead Management Task Management Performance Management Data Management Contact Management Meeting Management Call Recording Lead Distribution CRM Interaction Tracking Auto-Dialer Calendar Management Chat/Messaging Reminders Call List Management Multi-Channel Communication Deal Management Sales Pipeline Management
Real Estate CRM Software 30 selected features Open category ↗ ⌄
Referral Tracking Commission Management Contact Database Lead Qualification Contact Management Campaign Management Access Controls/Permissions Client Management Email Marketing Pipeline Management Lead Management Activity Dashboard Lead Nurturing Interaction Tracking Reporting/Analytics Activity Tracking Document Management Appointment Management Alerts/Notifications Calendar Management Lead Generation Lead Distribution Client/Property Matching Task Management Segmentation Lead Capture Email Tracking For Real Estate Property Database Omnichannel Communications
Issue Tracking Software 27 selected features Open category ↗ ⌄
Issue Scheduling Customizable Reports Real Time Notifications Chat/Messaging Help Desk Management Assignment Management Task Management Collaboration Tools Role-Based Permissions Commenting/Notes Ticket Management Alerts/Notifications Projections Multi-Channel Communication Recurring Issues Issue Tracking Knowledge Base Management Email Management Support Ticket Tracking Monitoring Project Management Issue Auditing Prioritization Task Progress Tracking Self Service Portal Surveys & Feedback SLA Management
Auto Dialer Software 17 selected features Open category ↗ ⌄
Progressive Dialer Power Dialer Computer Telephony Integration Preview Dialer IVR/Voice Recognition Automatic Call Distribution Campaign Management Call Scripting Call Routing Voice Mail Call Recording Call Transfer Caller ID Predictive Dialer Call Center Management Reporting/Analytics Call Monitoring
Call Tracking Software 17 selected features Open category ↗ ⌄
CRM Call Monitoring Automatic Call Distribution Caller ID Call Reporting Contact Management Conversion Tracking Campaign Management Call Center Management Computer Telephony Integration Predictive Dialer Keyword Tracking Call Transcription API Voice Mail IVR/Voice Recognition Call Routing
Customer Experience Software 17 selected features Open category ↗ ⌄
Surveys & Feedback Dashboard Data Visualization Text Analysis Reporting/Analytics Customer Segmentation Negative Feedback Management Engagement Tracking Real-Time Notifications Knowledge Management Customizable Templates Customizable Fields Survey/Poll Management Feedback Management Customizable Forms Multi-Channel Data Collection NPS Survey Structure
Customer Success Software 13 selected features Open category ↗ ⌄
Onboarding Collaboration Tools Health Score Account Alerts Account Management Reporting/Analytics Revenue Management Activity Dashboard Usage Tracking/Analytics Customer Engagement Activity Tracking Task Management NPS of Customers
Email Tracking Software 12 selected features Open category ↗ ⌄
Audience Targeting Real-Time Notifications Email Templates Team Management Click Tracking Event Triggered Actions Contact Management Location Tracking Email Management Activity Dashboard Campaign Management Email Distribution
Knowledge Base Software 16 selected features Open category ↗ ⌄
Full Text Search Self Service Portal SEO Management Customizable Branding Feedback Management Reporting/Analytics Rich Text Editor Cataloging/Categorization Multi-Language Customizable Templates Collaboration Tools User Management Drag & Drop Editor Mobile Interface WYSIWYG Editor Knowledge Management
Sales Engagement Platform Software 13 selected features Open category ↗ ⌄
Communication Management Campaign Management Calendar Management Prospecting Tools Content Management Performance Management Workflow Management Sales Pipeline Management Business Process Automation Lead Generation Auto-Dialer Reporting/Analytics Strategic Planning
Sales Force Automation Software 17 selected features Open category ↗ ⌄
Email Marketing Campaign Management Pipeline Management Lead Management Lead Capture Referral Tracking Sales Activity Management Performance Metrics Third-Party Integrations Customer Database Territory Management Activity Dashboard Forecasting Contact Management Task Management Opportunity Management Customizable Fields
Sales Intelligence Software 13 selected features Open category ↗ ⌄
AI/Machine Learning Alerts/Notifications Contact Management Conversation Intelligence Customer Profiles Dashboard Intent Data Lead Management Lead Scoring Data Enrichment Engagement Tracking Lead Generation Visual Analytics
Sales Tracking Software 17 selected features Open category ↗ ⌄
Sales Pipeline Management Lead Management Reporting/Analytics Appointment Scheduling Task Management Interaction Tracking Alerts/Notifications Customizable Reports Activity Dashboard Commenting/Notes Third-Party Integrations Data Import/Export Lead Scoring Document Management Email Templates Call Logging Search/Filter
IT Ticketing Systems Software 31 selected features Open category ↗ ⌄
Access Controls/Permissions Activity Dashboard Alerts/Escalation Asset Lifecycle Management Automated Responses Automated Routing Change Management Collaboration Tools Configurable Workflow Customizable Branding Customizable Fields Customizable Forms Customizable Reports Customizable Templates Help Desk Management Incident Management IT Asset Management Knowledge Base Management Macros/Templated Responses Multi-Channel Communication Multi-Language Prioritization Problem Management Release Management Reporting/Analytics Self Service Portal Service Catalog Service Reporting Support Ticket Management Support Ticket Tracking Task Management
Pricing Information

Helply (formerly Groove) Pricing

Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.

Pricing Type Per User
Preferred Currency USD ($)
Free Trial Available
Free Version Not available
Payment Frequency Annual Subscription, Monthly Subscription
Pricing Page ↗ Request Demo ↗
Verified User Feedback

Helply (formerly Groove) Reviews

Approved reviews submitted through verified Google or LinkedIn reviewer accounts.

Write a Helply (formerly Groove) Review ↗
4.5
Based on 2 approved reviews
5 stars 50%
4 stars 50%
3 stars 0%
2 stars 0%
1 star 0%
Christian B.
Christian B. Account Manager

Powerful Email Tracking!

We rely on Groove’s email tracking to see when customers open emails, click links, and engage, which helps us plan better follow-ups. While emails occasionally need to be resent, overall it’s been a very helpful tool for staying on top of customer communication.

Reviewed on June, 2023
Jenny B.
Jenny B. Senior account executive

Efficient Outreach with Groove.

Groove makes it easy for us to reach a large number of customers and prospects quickly, especially with simple Salesforce integration and smart follow-ups. Reporting is solid, though adding email contacts outside the CRM would be a helpful improvement.

Reviewed on November, 2022
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Frequently Asked Questions

Helply (formerly Groove) FAQs

Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.

Per-seat pricing has quietly become the thing every support team resents about their helpdesk. Add an agent, add a sales rep who occasionally jumps in, and the bill climbs regardless of whether that person touches ten tickets or a thousand. Helply, the rebrand of the former Groove, ditched that model entirely, charging a flat dollar per ticket instead, with unlimited seats included no matter how many people from sales, product, or support actually log in.

What makes it more than a pricing gimmick is how deep the AI goes into B2B specific context. Before it ever touches a ticket, the AI agent pulls in Gong call transcripts, CRM history, Stripe billing data, and product usage, the kind of account context legacy support tools were never built to read. It only resolves a ticket automatically when it's confident in a complete answer, and when it isn't, it drafts a full reply for a human agent to review and send instead of guessing. Tickets also get scanned in real time for churn language, upsell signals, and competitor mentions, each one routed straight to the person who can act on it, a CSM, an account executive, or product, the same day it comes in.

  • Every channel, email, chat, Slack Connect, WhatsApp, threads into one inbox with the same AI reading everything
  • Customers report AI resolving roughly 30 to 35 percent of ticket volume automatically
  • Built specifically for B2B companies in the $1M to $50M ARR range, not a general purpose helpdesk
  • ROI tracked directly to dollars, churn prevented and upsell pipeline created, not just tickets closed
It's a deliberately narrow bet, walking away from other industries to focus entirely on B2B, which shows in how tightly it's built around account context and revenue signals rather than being a one size fits all support tool.

  • No, Helply (formerly Groove) does not offer a free version.

  • Yes, Helply (formerly Groove) offers a free trial.

  • No, Credit Card details are not required for the Helply (formerly Groove) trial.

  • Helply (formerly Groove) supports the following payment frequencies:

    • Annual Subscription , Monthly Subscription

  • No, Helply (formerly Groove) does not offer an API.

  • Helply (formerly Groove) offers support with the following options:
    • Email , Phone , Chat , Knowledge Base

  • Helply (formerly Groove) offers training with the following options:
    • Webinar , Documentation

  • Helply (formerly Groove) supports the following languages:
    • English

  • Following are the typical users of the Helply (formerly Groove):
    • Small-Business , Midsize-Business , Large-Enterprise-Business

  • Helply (formerly Groove) supports the following deployment:
    • Cloud Hosted

  • Helply (formerly Groove) supports the following devices and operating systems:
    • Web-Based , iPhone
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