Item: Guru
Rating: 10
Author: Verified User

Overall Satisfaction with Guru

Use Cases and Deployment Scope

Guru helps address accuracy, quality, and efficiency within our customer-facing depart. In addressing those factors, Guru helps increase customer satisfaction. We have 3 departments (CX, Claims, and Underwriting) that are customer-facing, and Guru allows us to house information on policies, SOPs, definitions, and deep dives to assist the customer-facing roles in providing an optimal customer experience.

Pros and Cons

Pros

Ease of use
Collaborative content creation
Insightful and advance analytics options
Cutting-edge AI features
Excellent account manager and client support services
Being the one-source-of-truth for our teams
Integrating with other key software

Cons

My only 1 complaint is I wish that individual Guru cards could exist in more than 1 collection! That's my only complaint.

Return on Investment

Increased efficiency
Increased quality
Increased accuracy
Higher CSAT

Usability

Guru is user-friendly from all perspectives, whether a user, author, collection owner, or admin. It has an intuitive layout and provides a simple yet effective navigation experience.

Alternatives Considered

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?

I wasn't involved with the selection/purchase process

Did implementation of Guru go as expected?

I wasn't involved with the implementation phase

Would you buy Guru again?

Yes

Likelihood to Recommend

I truly feel like Guru is right for any size company that requires information and SOPs to be documented and referred back to by employees. This is absolutely helpful in ensuring quality and consistency across individuals.

Beyond just a knowledge database, Guru's AI-powered "Ask a Question" feature is amazing at returning correct answers, but also great for identifying the database's knowledge gaps.

We have also worked it out where we use the Guru as weekly bulletin board, and summarize all the key, critical updates that happen in Slack week-to-week. This makes it so everyone is held accountable to the information being share out.

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