Scaling the hivemind across continents and timezones
November 07, 2019

Scaling the hivemind across continents and timezones

Sam Asher | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Guru

We started using Guru in the department of customer support. We needed a way to get all of the technical bits of knowledge and workarounds out of the heads of our experts and onto paper so that newer team members could help customers without constantly shoulder-tapping the experts. This enabled experts to quickly send out complete, helpful responses to their coworkers in the form of Guru cards. Soon, other departments at Looker realized the value behind the knowledge base that we've built and begun requesting access to Guru as well.

Pros

  • It's easy to send other people cards via URL. This works well when your workflow is mostly browser-based like ours.
  • Excellent Slack integration. Cards can be searched, created, and posted from inside Slack. A recent update allows the card title to show up with the option to unfold if desired, which really helps with readability!
  • The API is user-friendly. We use it for exporting data to Looker to perform analytics.
  • The chat support is great. It usually takes them a few hours to respond, but their responses are always very helpful. I never feel like they are trying to brush me off or get through a queue; I feel that that is truly invested in my company's success and in improving their product.

Cons

  • There is no notion of "drafts" (yet). This can be difficult when you want to write something in Guru but you're not necessarily ready to share with the world yet.
  • There is no way to add default search filters. As an administrator of the tool, this means I have to choose between restricting the information that certain users may not need on a daily basis or allowing said information to dilute search results simply because it might be useful to them at some point.
  • My users occasionally complain of slow performance, and of losing in-progress cards entirely if their browser crashes.
  • Saves time for experts by reducing shoulder-taps.
  • It saves time for experts who want to reference knowledge they have forgotten.
  • Helps onboard new users more quickly.
Though they aren't fast (their chat says "typically replies in 3 hours" and that feels accurate), Guru support is comprehensive and helpful. I feel like they truly care about my company's success and about improving Guru. Our conversations have led to meetings with engineers and the product team when appropriate.

Do you think Guru delivers good value for the price?

Not sure

Are you happy with Guru's feature set?

Yes

Did Guru live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Guru go as expected?

Yes

Would you buy Guru again?

Yes

Slack, Looker, Zendesk Chat (formerly Zopim), Zendesk
Guru is great for allowing experts to quickly and easily get knowledge out of their heads to share with the rest of the team. It does, however, require significant administrative overhead to ensure that cards remain verified and that users can easily find the information they need.

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