Item: Guru
Rating: 10
Author: Verified User

Overall Satisfaction with Guru

Use Cases and Deployment Scope

As every support organization we find ourselfs creating knowledge This knowledge not only that it needs to be highly searchable, sometimes you need to expose it other entities. And what about the relevancy of this knowledge? Then came Guru! After a lot of research I got to a point that I see that guru gives exactly what we need. Guru believes that we should split the knoweldge into bite-sized knowledge and using this concept we headed our way. We synced some of the information with other sources and it is really handy, we didn't sync it for the long term. The verification modules is a great thing and I believe in it so much. In the proccess of implementing I became so vocal about Guru that more leaders and VPs heard about that and they wanted to jump on the wagon, I became the Guru nut in the company and even put my neck on the line when giving permissions to all the employees.

Pros and Cons

Pros

Verification mechanism
Question and Answer module
Searchablitiy
AI

Cons

Assigment with Question and Answer modules
More granular permissions

Most Important Features

Searchablity
Knowledge management
Validation modules

Return on Investment

A lot of people in the company know to go to Guru before talking to someone
The AI module yields very affective results currently
Questions and answers are handled in a single location rather than hunders of different threads.

Usability

Guru meets your users where they are already are,
It is so easy to create alerts and searched based on chrome usage for example when someone is looking in a zendesk ticket, the chrome extension can recommend searches based on the ticket's content and it done with an extension so that is so good, beacue if you think of it, most of us are on chrome every day

Alternatives Considered

Atlassian Confluence and Zendesk Guide

The fact that Guru takes the approach of being a card management system as apposed to an article mangemnt system makes all the magic for me. When you need to write an "Article" it will somehow become long and tedious task When you need to write a "Card" that it is defined as bite sized knowlgde it is just great! People write shorted bits on informaiton more people read it, more people search it.

Key Insights

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

Other Software Used

Zendesk Support Suite, Salesforce Lightning Platform, Comeet

Likelihood to Recommend

When you write a knowledge and you want everyone to see. When you write procedure and you want everyone to follow and be updated. General annoucments and updated news. Guru can even be an HR module where you can introduce new members and have a cool bite size page for evey employee.

Using Guru

Users and Roles

250 - We just upgraded to buy all our employees a license!

Support Headcount Required

2 - Some techincal understanding
People skiils.

Business Processes Supported

One source of truth
Questions and Answers
HR platform

Innovative Uses

Known issues sections
Annoucments
Documentation housing
Authorized files to send to clients.

Future Planned Uses

HR platform
Development documentation

Likelihood to Renew

just renewed for another year, would do it in a heartbeat again.

Evaluating Guru and Competitors

Products Replaced

Key Differentiators

Cloud Solutions
Scalability
Ease of Use

The Ease of Use is the most important thing,
Nothing kills a knowledge base product like a product that is not easy to use, to write and to search.

Evaluation Lessons Learned

Choose Guru sooner(:

Guru Implementation

Implementation Rating

You will need a very strong team of guru champions in order to get EVERYONE and EVERYTHING on Guru, it takes some craziness and over talking about guru everywhere to get people to be exicted, contribute and use. If you are starting any kind of buisness and you need KB, just go for guru as fast as you can because when you will grow you will thank yourself.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was a big part of the implementation and was well-handled

Guru Support

Support Rating

Didn't use them much,
Their community is a great source to find answers, so most of my time found it there.

Guru Customer Support Pros and Cons

Pros	Cons
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	None

Using Guru

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using	Lots to learn