Guru greatly increased our knowledge access for Support teams.
September 25, 2023
Guru greatly increased our knowledge access for Support teams.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Guru
Our support teams piloted Guru before expanding to our trust & safety teams. We had info in various places with no real source of truth. Info was getting outdated and unverified. It was hard to search with the tools we had. Searching was time-consuming, and content capture was in the hands of very few. We had no insights into who was using the knowledge base(s) and how.
- Verification reminders.
- Insights into engagement with content.
- User-friendly interface.
- Community forum, Help Center, and accessible representatives.
- Company implements changes based on user feedback.
- Would love ability to have card content in multiple Collections.
- Card linking: For link to show up in ZD ticket when checkbox is selected in card.
- The ability for Admins to adjust card content (typos, formatting, etc.) without
- un-verifying it.
- Search accuracy.
- Interface accessibility.
- Support/Forums/Help Center.
- Openness to feedback.
- Faster onboarding.
- More independence for agents / Faster SLA.
- Better CSATs for agents.
- Less time spent creating content.
- Atlassian Confluence, Notion and Zendesk Guide
User-friendly and "hip," for lack of a better word. Some other programs are difficult to learn, difficult to structure and search, or stuffy in their appearance.
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?
Yes
Would you buy Guru again?
Yes