Guru: A knowledge base that is fun and useful to create and collaborate on!
May 03, 2021
Guru: A knowledge base that is fun and useful to create and collaborate on!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Guru
We are currently using Guru for our Customer Support team and our Account Manager team. This helps with any information that needs to be easily referenced as we have a lot of "tribal knowledge" here. This addresses the problem of leadership receiving several repetitive questions every day from multiple individuals.
- 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.
- Available on more browsers such as Firefox > we have agents who use Firefox and have issues using Guru
- Being able to add a videos to cards that are not on a website > We have to upload all of our videos to YouTube before we can embed it to the Guru card
- Being able to have groups on the free version > I know this is a business decision, but when we send knowledge alerts, we are sending to the whole team including CX & AMs
- Quick reference tool
- Easy to access
- Asthetically appealing
- We have noticed a decrease in questions (From about 10 questions / day to closer to 1 question / day now)
- We have noticed an increase in independency in agents
- We have gained positive feedback from the agents on using this as a tool
We have used Trainual as a LMS and Knowledge Base as well as Zendesk Knowledge Base articles.
With Trainual, we could log in and search for key words. With these key words, it would pull up where those words were referenced and an agent could click on the lesson to learn more. This was inefficient because they had to log in and search, pulling up a new tab. Trainual as a platform was also very laggy and overall not efficient.
Zendesk Articles were also inefficient because we had a hard time maintaining the articles along with the LMS. Things would be outdated and go under the radar. The agents also had a hard time locating where the articles lived and which keywords to use.
Guru is much better because the agents do not need to log in to anything or create a new tab. They can easily locate where Guru lives and type in key words to find the information they need.
With Trainual, we could log in and search for key words. With these key words, it would pull up where those words were referenced and an agent could click on the lesson to learn more. This was inefficient because they had to log in and search, pulling up a new tab. Trainual as a platform was also very laggy and overall not efficient.
Zendesk Articles were also inefficient because we had a hard time maintaining the articles along with the LMS. Things would be outdated and go under the radar. The agents also had a hard time locating where the articles lived and which keywords to use.
Guru is much better because the agents do not need to log in to anything or create a new tab. They can easily locate where Guru lives and type in key words to find the information they need.
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