1. Home
  2. Knowledge Management Systems
  3. Guru Reviews
  4. User Review of Guru
Sr. Director, Customer Support
September 25, 2023

Sr. Director, Customer Support

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

Overall Satisfaction with Guru

Using for customer support. Business problem:

1. Knowledge sharing
2. New hires training.

  • Search engine
  • Ease of use
  • help center
  • customer service
  • Communication regarding new releases
  • Make card verification optional
  • usability
  • search by tags
  • card management
  • helpful in training new hires
  • resolving hard problems by using existing cards
  • its still a challenge to have people creating new cards

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

It seems a good fit with hat we do. Setup and maintenance are intuitive, template for new cards is useful, notification to regular verification works well.

Using Guru

13 - Customer Support
Highly technical support engineer
  • training new hires
  • sharing knoweldge
  • sharing non technical information
  • have other departments to use it
It works for us.

Evaluating Guru and Competitors

Yes - Bloomfire, Zendesk
  • Ease of Use
Configuration and usage are intuitive

Guru Implementation

In depth demo to users
  • Implemented in-house
Yes - followed Guru recommendations
Change management was a minor issue with the implementation
  • it went well

Guru Training

  • Online Training
  • No Training
It was done promptly with right depth of training.
Maybe couple follow ups after 3-6 months after implementation.

Guru Support

support knows their stuff
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Not kept informed
Yes - No communication back.
During implementation.

Using Guru

It's quite intuitive to use.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • search
  • setup
  • template
  • moving cards (many) from collection to collection

Guru Reliability

Right now, only customer support using Guru
No downtime so far. Keep it up!
No integration. Integration with Jira would e very helpful.

Integrating Guru

None. Integration with Jira would be amazingly helpful.
More communication on upcoming integrations,

Relationship with Guru Technologies

I was easy. Promptly, w/o pressure.
So far all interactions were good.
It really was shirt sale cycle. I knew what we need, Guru got it. Done!
You are doing the right things. Maybe more communication from the leadership/CEO with the vision and plans for next 3 years or so.