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Guru, knowledge management at it's finest!
October 04, 2023

Guru, knowledge management at it's finest!

Marsha Mensah | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Guru

Guru is a fantastic tool that allows us to help our customers quickly and efficiently. Our organization uses Guru as a knowledge management base where we can find policies, procedures, and other important information. We are able to easily search for what we are looking for using keywords, which bring up any relevant information with the tag entered. We can follow SOPs to complete a task without having to clutter up our own folders or write them down because Guru keeps them at our fingertips. Guru allows for pictures, which helps when following a procedure because we can see what it should look like during the process. You can even integrate Guru with Zendesk, which will suggest what information may need to be read to assist the customer best.
  • Knowledge Management Hub
  • Zendesk Integration and Suggestions
  • Using keywords to help users find the information they are looking for
  • Allowing for suggestions on the Guru Card on other related topics
  • Allowing you to save/sort articles within Guru so you can easily find topics you frequently visit
  • From a user perspective I think it is great the way it is.
  • Since I am not a back end user of Guru I am not sure what features could be improved when updating information etc.
  • Keywords
  • Knowledge Management
  • Sorting and Saving Articles as Favorite or by Topic Type
  • The ability to make suggestions for updates on cards from within the app
  • The ability to have a Chrome extension and web app to visit
  • Our Customer Service Scores have increased
  • Our agents are more confident in the information they provide
  • There are less mistakes made on processes that can be followed using Guru
Guru is much more user-friendly than Confluence overall. We actually moved our knowledge management from Confluence to Guru for our frontline agents. There really isn't much more to add. For knowledge management that is quick and easy to navigate, there is no comparison Guru takes the prize.

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?

I wasn't involved with the selection/purchase process

Did implementation of Guru go as expected?

Yes

Would you buy Guru again?

Yes

The way our organization uses Guru is always helpful and appropriate. For example, if I need to issue a credit to a customer's account the process isn't as simple as the press of a button. I am able to search Guru for 'Credit' or 'Issue a Credit', and can find the SOP on how to issue a credit.

When following the SOP I can confidently issue the credit to the customer, but if there is a part I don't understand there are links to other topics related to the process so that I can fully understand the process and apps involved in issuing the credit.