Front vs. Guru

I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front.

Incentivized

I think Guru is well-suited to organizations with subject matter experts committed to maintaining documentation. Guru cannot be managed by a single admin. It's essential that the SMEs are on board and are expected to participate in Guru as part of their role responsibilities. I'm not sure how well Guru would work for larger organizations with more information to house. I've only ever used Guru in SMBs with about 250 employees. It works well for that size.

Incentivized

• I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender.
• When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other.
• Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them.

Incentivized

• Easy to learn. Anyone can make cards and use the AI to make them professional.
• Answer questions about my business, essentially a wiki for everything we do.
• The research mode is amazing. Full reports on various types of information including some rather complex topics. Complete with citations of where the information came from.
• Admins can manage a hierarchy to keep information secure and available to the correct people.

• Zoom Meeting Integration as there are some clients who want to have a call immediately.
• Tagging can be improved - looks scattered.
• Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments.

Incentivized

• Formatting has always been a pain point for me. We used Google Sites previously, and the ability to add multiple columns of smaller content boxes was great. To do the same thing in Guru, you need to create a table, which constrains you.
• While the AI functionality is great, it can be challenging at times to refine the responses. Specifically, you must edit the source that is being pulled rather than the response itself. In some cases, we've edited the source to make the answer as clear as possible, and even after multiple attempts, the populated answer was acceptable but still not ideal for minimizing confusion.
• Sometimes, when adding content, the cards glitch, and it won't save. Or if I go to add something to a landing page, it says it couldn't be saved. Then I do it all over again, and it works.
• While the cards have limited formatting, the landing pages are great; however, when trying to move around or adjust the content boxes, it can be hypersensitive and very tricky to work with.

Incentivized

We are very happy with Front and don't anticipate changing

Incentivized

With Guru, information flows seamlessly through your organization, cutting through meeting and chat fatigue and giving your team time back to stop looking for information and do what you hired them to do. Guru does the heavy lifting to get you set up quickly, ensuring information is readily accessible when and where it’s needed, all while improving in quality over time

Incentivized

It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.

Incentivized

While using the GURU card, the level of response I get is quality. The rate at which my responses and prompts through the search or chat is fast, responsive, and high-quality. I can easily see when the cards were modified, who modified them, and the new information available on the GURU.

Incentivized

Highly reliable day‑to‑dayGuru is consistently available when I need it. The platform loads quickly, search works reliably, and I rarely experience downtime or slow performance. It’s dependable enough that teams can trust it as a daily source of truth. Minimal unplanned outages or errors. In my experience, unplanned outages or errors are extremely rare. Even during high‑usage periods or heavy workflows, Guru remains stable and responsive.

Incentivized

Pages load quickly and consistently. Guru’s interface is lightweight, so cards, boards, and search results load fast with very little lag. Even when navigating between collections or opening larger cards, performance stays smooth and reliable. Integrations perform well without slowing systems down. Using Guru through the browser extension or Slack integration doesn’t noticeably impact performance. Cards surface quickly, and interacting with the integrations feels just as smooth as using Guru directly.

Incentivized

The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.

Incentivized

The only reason I do not give it a a ten is because I think there is still some room for improvement in meeting the different time zone needs of their customers, but overall their support is top notch. Friendly, capable, and quick.

Incentivized

I would rate the in-person training for Guru a solid 9 out of 10. The session was incredibly valuable as it provided comprehensive insights into using Guru effectively. I learned a lot about the tool's functionalities, which significantly enhanced my proficiency and confidence in utilizing Guru for my daily tasks. The training was engaging, informative, and tailored well to ensure I could apply what I learned immediately. Overall, it was a highly productive and beneficial learning experience.

Incentivized

I would rate the online training for Guru a strong 8 out of 10. While it lacked the interactive nature of in-person sessions, the content was well-structured and delivered effectively. The training modules were clear and comprehensive, covering all essential aspects of using Guru. The flexibility of online training allowed me to learn at my own pace and revisit topics as needed. Overall, it provided a solid foundation and practical understanding of Guru's functionalities, making it a valuable learning experience despite the virtual format.

Incentivized

You will need a very strong team of guru champions in order to get EVERYONE and EVERYTHING on Guru, it takes some craziness and over talking about guru everywhere to get people to be exicted, contribute and use. If you are starting any kind of buisness and you need KB, just go for guru as fast as you can because when you will grow you will thank yourself.

Incentivized

This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run.

Incentivized

Compared with the vendors that we initially evaluate the AI functionality of, Guru makes the difference and also the interface capabilities, making it user-friendly, being able to build it up in a professionally way. there are no limitations on the customization of the interface, which supports multiple use cases at once and can apply to different teams that have different needs

Incentivized

Easily deployable across multiple teams and departmentsGuru is designed to scale horizontally across an organization. As teams grow, it’s simple to create new Collections, Boards, and permission sets without disrupting existing structures. This allows each department to manage its own knowledge while still contributing to a unified source of truth

Incentivized

• Quality- with all the benefits given, in just matter of time, all your organization will find it familiar and less effort is needed when composing emails.
• Effectiveness- no one wants to miss an email, or never respond to a possible customer. Front will help you that. If you do not want to send that email now, you can set a timer and Front will send it for you later on.
• Simplicity- Front is not the most difficult app to handle, indeed, it is too easy to learn. From the first moment you will have a guided tour and will learn all the good things that it has for you.

Incentivized

• The small support team can reliably scale to cover a broad swath of Tier 1 topics while maintaining decent first-response times, even when experiencing record-breaking, forecast-exceeding ticket volumes (e.g., 4 FT and 1 PT agents managing 880 tickets in one week).
• Tier 2 topics (e.g., Billing and Technical) that require specialized attention and are "owned" by a specific agent can be written and validated by that agent's manager. The team manager can utilize that to cross-train should the agent leave the company or be out of the office.
• Seeing my team's ebb and flow of weekly/monthly Guru engagement, as well as validation percentages in comparison to the ebb and flow of our ticket volume and production releases, helped me to communicate with C-suite leaders the necessity of having a margin of time to implement AI Agents and integrations in order to continue to scale.

Incentivized