Support teams benefit deeply from Guru
July 09, 2024

Support teams benefit deeply from Guru

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Guru

It's critical when running a support team that they have access to the most up to date and accurate information. Guru makes it easy to keep everything straight for a team that literally has to know everything at all times. It's easy to add, verify, edit, remove and iterate on things all in once place.

Pros

  • Search feature
  • Tagging
  • Organization
  • Flexibility

Cons

  • Ability to add cards to multiple collections
  • Feature to turn a card into a template
  • Suggestive tagging to help us stay organized and clean with our tagging approach.
  • We have a call center team in Honduras - Guru reduces the back and forth that happens when using an overseas and remote BPO
  • Helps create a very solid and concrete basis for QA - if our processes are clearly documented, we can say with confidence that our scoring reflects the reality of our support.
  • Helps give insight into where we are failing/falling short in training. The more a card is used, the more we can say it's likely that process is difficult to recall, not trained as well, or a pain for customers and the team. All of this insight can help drive change on the team and in the business.
I sometimes find myself clicking around trying to remember how to reorganize my cards especially if I want them in multiple folders. Other than that it's simple to use but not in a way that feels bare bones, more that it's very intuitive.
Guru is built for service teams that want to go above and beyond for their customers and users. The knowledge base, best practices, features, functionalities, and improvements all reflect a dedication to service rather than just purely knowledge storing.

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

I love using Guru to house SOPs on repetitive and common tasks. I personally take the approach that not everything need to live in Guru - some things can be trained, others can be macros etc. I think Guru makes it super easy to document and house that really important day to day work. Primarily we find it useful for SOPs, product information, and documenting team processes.



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