Guru - Innovative Solution to Your Knowledge Management and Sharing Needs!
October 29, 2019

Guru - Innovative Solution to Your Knowledge Management and Sharing Needs!

Natalie Mercuri | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

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.
  • 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.
  • 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.
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.

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Guru is an exceptional tool for any Sales and Customer Success organization. How many times have you gone to a Google Doc, or Confluence page and wondered is this content the most up-to-date, or when was the last time this was edited. Well Guru solves for that and so much more. We have been using this tool on our team for over two years now and each new employee that joins our team says how much they wish this tool had been around at their old job.