[jhermsmeyer]

I use Assistly for one of our CS portals and due to sporadic downtime was interested to see what Groove had to offer after reading this post. In terms of marketing, this is exactly what you want to have happen. And after all the talk of meeting the feature set of your competition, I expected to see just that - feature for feature parity or better.

Instead what I saw was an emphasis on the social media SCRM features at the expense of having a functioning Knowledge Base, which really surprised. KBes (done well) are the real win for support since they are self serve. Moreover, this is a key feature of Assistly which they can't match.

I'd say Groove hasn't yet met the bar, which is slightly ironic given the tone of the article.

[alexmturnbull]

Wait...so are you saying we don't have a Knowledge Base? Because that's inaccurate...we do have a KB...get your facts right my man.