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Best KB solution that I've used
April 24, 2024

Best KB solution that I've used

Lucia Delicova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Guru

It's very user-friendly for our end users (Customer Care agents) and our team as Authors and Admins. The implementation and integration of the tool in our team and to our other processes was fairly easy; even onboarding that is constantly happening in our team can be done by simple training, and users find their way around quickly, also thanks to them using it all day, every day. The amazing search engine, the editor, inline commenting, Chrome extension, announcements, and the improving AI features are an absolute game-changer in our operations and our team of approx. 1200 users love it. We also appreciate the communication with the guru team; many of our suggestions were taken into account in developing some new features, and it was great that we could be a part of their beta testing. I hope that we'll keep using Guru for many years to come.
  • Improvement of new features and listening to feedback upon release
  • Keeping it simple but powerful at the same time
  • relationship with our CSM
  • features such as Chrome extension or announcements that no other KB tool has
  • management of comments
  • management of AI-provided Answers
  • management of users
  • Positive - decrease in escalations to SMEs and decrease of mishandles
  • Positive - overall amazing adoption of the tool and the AI features
Specifically announcements and Chrome extension are features that are not available in any other KB tool we have tested and are critical to our operations. Also the ease of use for both the end user and the Admins stands out as it is easy to implement, does not require extensive training and is very easy to navigate also thanks to the AI-powered search engine.

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

Notion, Slack
It works great for an environment where there are many changes happening and you want your users to be able to see the changes or be notified in many different ways and have many options to search not just on the web app but find the information fast thanks to Chrome extension on any website. The AI component works great as well and gives us opportunity to identify the gaps in the knowledge.