Case Study: Inbound.org achieves streamlined customer support and faster reply times with GrooveHQ

Inbound.org built a better customer experience by switching to Groove

Inbound.org, founded in 2012 by Rand Fishkin and Dharmesh Shah, is a community of more than 30,000 inbound marketers. As the site grew, Head of Marketing Sam Mallikarjunan found Gmail inadequate for customer support—threading was poor, follow-ups were easy to miss, and the volume had outpaced their simple email workflow.

They switched to Groove for a clean, easy-to-learn help desk with ticketing, follow-up reminders and built-in analytics. Groove prevented lost requests and gave the team measurable goals—this month they handled 269 customers with 355 replies, while average reply time fell to 7m 39s (↓15%) and average first reply to 6m 08s (↓24%)—helping them set and improve service benchmarks.

Inbound.org

Sam Mallikarjunan

Principal Marketing Strategist