Guru - Innovative Solution to Your Knowledge Management and Sharing Needs!
Overall Satisfaction with Guru
Currently Guru is being used by our Customer Success department which includes Success and Support. It addresses our need to maintain up-to-date information on our products and services, ensuring the information is true and current. It meets us where we are (Gmail, Zendesk, etc.) and allows individuals to add content and new learnings without disrupting entire systems and processes.
Pros
- Verification - having the ability to set owners, and ensure those owners are responsible for maintaining the information and keeping it current is a HUGE win!
- Content organization both from a UI and design perspective is great, it helps ensure that no matter how you engage with knowledge management systems you feel comfortable finding the information you need.
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.
- Decrease overall resolution time on support tickets by a significant margin
- Assisted in bringing down the total ramp time for new employees by over 25%
- Streamlined communication between teams by providing a means for content knowledge ownership
Confluence pales in comparison to Guru. While Confluence is a giant when it comes to company knowledge sharing, it relies far too heavily on its plug-in products (JIRA, Bamboo) that oftentimes are just as clunky and unreliable as the primary product itself. We use Guru because their approach to knowledge management and sharing is new and innovative. Gone are the days of introducing an old wiki and telling your team, best of luck! We trust Guru to be leaders in this field, and more importantly we know that our voice as their customer matters. Regardless of their size, or our engagement they are always willing to take a call, or hear our product feedback.
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?
No
Would you buy Guru again?
Yes
Comments
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