Likelihood to Recommend Guru has been amazing in making sure my team is well-prepared by giving them information that they have been lacking. Keeping things all in one spot has been a game-changer for my team, and there are no questions about where something is located. "It's in Guru!" has been my tagline for the last eight months (since implementation)! Guru has not been great as a content keeper of PowerPoint presentations. I am looking for a solution for this, but in the meantime, we are still using a computer file folder to store all of our presentation materials.
Read full review 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
Read full review Pros I use it to help me remember what I did and to provide tutorials that frequently need to be repeated in order to assist other employees of the organization. Configuring an FTP program is a method that is consistent with just minimal modifications each time. the feature to pass verification to other team members and even have Guru flag articles for re-verification on a schedule is amazing. Read full review They give us ability to control the whole frontend of the Communities by giving us access to manipulate HTML (in HBS file), CSS and JS They give handlebars templating engine in backend which helps us to show various listing rendered through server side without having need to implement client side rendering of the listing and features. They provide us dynamic content fields, which can be useful for mapping categories or storing category and topic IDs so we don't need to hard code IDs in Sandbox and Production separately. Read full review Cons I think the tab that suggests other cards would helpful. My search for specific words opens too many cards, and it is very difficult to pinpoint exactly what I am looking for. I would recommend a feature of recently viewed or most popular tabs. I am sure those logging on are all looking for most of the same information. Read full review Formatting according to our brand guidelines can be tricky Reporting metrics are lacking The user interface can be confusing Their support team takes a long time to respond They have comments open on their KB articles, but almost noone responds, which is frustrating. Read full review Likelihood to Renew 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
Read full review Usability It's user-friendly and easy to understand. you don't have to be worries about doing something wrong as there is not space for it but to learn and have easy access. I love how it makes my job easy when looking for a solution to complicated topics
Read full review Reliability and Availability It syncs up to my email making it easy
Read full review Performance Guru works fine for me, I have not encountered any issues
Read full review Support Rating 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.
Read full review 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
Read full review In-Person Training It help us to more familiarize via navigation
Read full review Online Training It was done promptly with right depth of training.
Read full review Implementation Rating It was a longer process to get it activated with all our cards and information. Once it was uploaded, it worked great for our team.
Read full review Alternatives Considered First of all, when it comes to pricing, GURU was way more convenient and affordable at the same time. Also, with administrative organizational features, GURU has more to offer and more convenience as well. All in all, we, as a Team of managers in Fabfitfun, decided to go with GURU. We surely recommend this to our colleagues.
Read full review It is an attribute of Zendesk that allows for easy over the phone communication between agents and customers. It is more personal and allows for better productivity. Phone support from anywhere with reliable internet connection which is essential to call center communication whether in the office or in the home of the agent.
Read full review Scalability Right now, only customer support using Guru
Read full review Return on Investment Streamlined Knowledge Sharing: Guru has significantly improved Tripleseat's internal knowledge sharing. With its user-friendly platform, our team can easily create and access critical information, ensuring everyone stays on the same page. This has boosted collaboration and efficiency across different departments. Enhanced Sales Enablement: Guru's role in building battle cards for our Sales team has been a game-changer. The platform provides quick and easy access to up-to-date, relevant content, helping our sales representatives stay well-informed and confident during customer interactions. This has positively impacted our sales process and customer engagement. Responsive Support and Guidance: The Guru support team's responsiveness and willingness to assist have been invaluable. Whenever we've had questions or needed guidance, they've promptly scheduled meetings, offering insights and suggestions that have proven instrumental in optimizing our use of the platform. This proactive support has contributed to a positive overall experience with Guru at Tripleseat. Read full review We used it for multiple customer so we can say ROI of Zendesk Guide is very competitive. Zendesk meet[s] most of the business objective[s], which suits [a]s best product among its competitor. I highly recommend to use Zendesk for knowledge base and tickets and agents. Read full review ScreenShots