Guru vs Zendesk Guide

Likelihood to Recommend

Guru is well suited for large teams with ever-evolving products and initiatives. If there are new hires trying to ramp Guru is a great resource for learning and sharing tribal knowledge from and with colleagues. Guru is very helpful for self-sourcing answers to questions and for continuous learning within an organization.

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Dane Fairfield

AE

CartaFinancial Services, 1001-5000 employees

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In our company, we host our benefit articles based on country on our Zendesk Guide. However, these articles should not be seen by employees that are outside their respective article country. For example, an employee that is based in Thailand shouldn't be seeing Malaysia benefits article as employees might compared benefits. With Zendesk Guide, the system allow us to set the configuration of the article so it is only visible Thailand-based employees, and for Malaysia article, only Malaysia-based employees

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Verified User

Employee in Human Resources

Information Technology & Services Company, 1001-5000 employees

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Pros

Easily accessible > you can use the extension in any browser you are in. This helps us as we live in Slack and Zendesk
Easy to read > The cards are easy for the agents to read through and click on videos
Easy to create cards > We can create a card from the extension, we do not have to log into the website to create a card.

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Verified User

Manager in Customer Service

Logistics & Supply Chain Company, 201-500 employees

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Logs all ticket details
Monitors ever customer interaction
Easy to learn and maneuver

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Sereta Robinson

Customer Care Agent

Digicel JamaicaTelecommunications, 10,001+ employees

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Cons

Engagement with engineering teams is still an area for improvement, we are unable to get our engineering team to adopt the tool as a means for their own knowledge management product because it does not offer the same functionally such as hosting and revision control - like that of GitHub.
Using Guru to replace our current wiki (Confluence), we are in need of some other tools such as templates and better import functionality. Transferring existing content from Confluence to Guru was a very hands on and time consuming process.

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Natalie Mercuri

Remote Supervisor and Learning & Development Manager

Clever Inc.Internet, 51-200 employees

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Some improvement needed to reviewing articles, as we can't do the reviews in the same place where we write and publish the article.
Central KBs need to support version history, which some time lacks to give track of multiple review.

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Sandeep Singh

Consultant

DXC TechnologyInformation Technology and Services, 10,001+ employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Starting Price

$6 per month

Guru Editions & Modules

Edition

Starter	$6¹
Builder	$12¹
Expert	$24¹

per user, per month

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Starting Price

—

Zendesk Guide Editions & Modules

—

Additional Pricing Details

—

Support Rating

Guru 8.3

Based on 40 answers

I never actually required contacting the Guru support team. That could be because creating new Guru cards or editing existing ones was very intuitive. One issue I did have was that when it came time to export all of the content in Guru it was very difficult and cumbersome so I would recommend making that an easier, cleaner process.

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Matt Eaton

Customer Success Manager

Lucid, LLCComputer Software, 201-500 employees

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Zendesk Guide 8.0

Based on 4 answers

The support is good but can sometime be frustrating to get a quick answer. We end up being sent articles that don't answer the question and then we have to go back and try again

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Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees

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Alternatives Considered

Honestly, Google Drive does not stack up against GURU, but it is what we were previously using to organize internal knowledge. If your organization is at 50+ people, you need an actual tool to help organize internal knowledge. Everyone will be thankful that its not just a google document somewhere in Google Drive

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Verified User

Employee in Research & Development

Internet Company, 201-500 employees

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It was integrated with our Zendesk help desk, and was reasonable in price.

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Vincent Frisina

Director of Marketing

Visage MobileWireless, 11-50 employees

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Return on Investment

Our ticket resolution times went from over 8 hours to just over 2 hours.
We no longer have a continuous conversation between support and developers allowing developers to focus on developing.
Having the same information across teams has proven helpful too.

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Julie Kuehl

Technical Support Agent

CoScheduleComputer Software, 51-200 employees

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Increase employee knowledge.
Encourage self-service behavior.
Reduce requester (employee) wait time as they find an answer on their own.
Reduce the number of tickets created for agent.

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Verified User

Employee in Human Resources

Information Technology & Services Company, 1001-5000 employees

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Guru vs Zendesk Guide

Guru

Zendesk Guide

Attribute Ratings

Likelihood to Recommend

Guru

Zendesk Guide

Support Rating

Guru

Zendesk Guide

Pros

Cons

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Guru Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Zendesk Guide Editions & Modules

Additional Pricing Details

Support Rating

Alternatives Considered

Return on Investment

Add comparison