Sr. Director, Customer Support
September 25, 2023
Sr. Director, Customer Support
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Guru
Using for customer support. Business problem:
1. Knowledge sharing
2. New hires training.
1. Knowledge sharing
2. New hires training.
- Search engine
- Ease of use
- help center
- customer service
- Communication regarding new releases
- Make card verification optional
- usability
- search by tags
- card management
- helpful in training new hires
- resolving hard problems by using existing cards
- its still a challenge to have people creating new cards
Do you think Guru delivers good value for the price?
Yes
Are you happy with Guru's feature set?
Yes
Did Guru live up to sales and marketing promises?
Yes
Did implementation of Guru go as expected?
Yes
Would you buy Guru again?
Yes
Using Guru
13 - Customer Support
Highly technical support engineer
- training new hires
- sharing knoweldge
- sharing non technical information
- have other departments to use it
Evaluating Guru and Competitors
Yes - Bloomfire, Zendesk
- Ease of Use
Configuration and usage are intuitive
Guru Implementation
- Implemented in-house
Yes - followed Guru recommendations
Change management was a minor issue with the implementation
- it went well
Guru Training
- Online Training
- No Training
Maybe couple follow ups after 3-6 months after implementation.
Guru Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | Not kept informed |
Yes - No communication back.
During implementation.
Using Guru
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- search
- setup
- template
- moving cards (many) from collection to collection
Guru Reliability
Integrating Guru
None. Integration with Jira would be amazingly helpful.
More communication on upcoming integrations,
Relationship with Guru Technologies
It really was shirt sale cycle. I knew what we need, Guru got it. Done!
You are doing the right things. Maybe more communication from the leadership/CEO with the vision and plans for next 3 years or so.