Guru = Awesome
July 23, 2024

Guru = Awesome

Dana Gumbiner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Guru

Guru is our support and success team’s Internal Knowledge Base (or ‘IKB’ for short). This tool replaces Notion as our internal support process and how-to Wiki for our support and success teams and serves as a trusted source for the support team’s centralized collective knowledge.
We have opened up authoring to the entire team recently and are gauging the efficacy of that option.

Pros

  • Ease of implementation and use - It can't be stressed enough how easy this was to configure and deploy.
  • Extensibility. The Chrome browser extension is stellar.
  • Centralized knowledge bases.
  • Search ability.

Cons

  • I'd really like to see a more robust bidirectional integration with Notion, similar to how well Guru works with Zendesk's Help Center. We'd like to have discrete cards that pull in Notion pages and stay in sync with those pages. That said, Guru does allow for bulk import of Notion content.
  • Salesforce Service Console native integration (there is none).
  • Admin task management can be a little overwhelming for stakeholders.
  • We've had an appreciable reduction in knowledge-centric Slack traffic since Guru's deploy. I'd estimate at least 70-80% reduction in "how do I do XYZ?"
  • We've increased our ramp-to-proficiency numbers in our support new hire onboarding by a factor 3X.
  • We've had resourcing challenges in our group in terms of authoring and vetting new content, and would recommend a strong content stakeholder FTE to really take advantage of Guru.
Again, I'd really like to see a more robust bidirectional integration with Notion, similar to how well Guru works with Zendesk's Help Center. We'd like to have discrete cards that pull in Notion pages and stay in sync with those pages.
That said, Guru does allow for easy bulk import of Notion content. It's just that when the content in Notion goes stale, it's a challenge to align the two systems.
Guru is a vastly superior product for centralizing company knowledge, and in many ways, we feel that there is "more gas in the tank" with the tool (AI search, etc) and ways that we have yet to unlock all of its potential fully. This is primarily a resourcing issue on our side, not a fault of the Guru tool or team.

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

Pros:
- Central knowledgebase
- Easy to edit/share/search
- Easy to maintain with the correct resourcing and expectations
- Decent integrations with Google Suite

Cons:
- No native SFDC Service Console managed package/app
- Limited ways to pull in and "live sync" other complex knowledge repositories, especially Notion
- Requires committed authoring and validation DRIs to take full advantage of all it offers

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