Item: Guru
Rating: 10
Author: Jonathan Klem

Overall Satisfaction with Guru

Use Cases and Deployment Scope

We use Guru as a Knowledge Base and as a Management Tool for our Knowledge Base as well. Huge companies with many different processes, workflows, and rules need to have a KB solid, transparent and easy to use at any time. This allows a smooth workflow, with less hassle and escalations - this is some of the things you'll have if you use Guru in your company.

We use it everyday in our business. There we can update our team with any news that we have - if a live issue is going on, the superior team can let us know that and automatically provide a resolution, even if it's a temporary one.

Pros and Cons

Pros

Act as a powerful, organized knowledge base.
Center of operations with real-time updates.
Gives transparency about workflow processes - Once structured, Guru becomes the authority in place, as people can't come up with new answers by saying those "new answers" were always like that. If the workflow card had an update, you'll know when!

Cons

Card update messages could not take view of the whole card.

Usability

It's as easy to use as Google! With a good team nurturing the knowledge base of the company, the Guru will become a must for any advisor. That being said, who's better at providing answers about your product than your own company? The training team might had put everything you need. If you have a question, ask Guru!

Key Insights

Do you think Guru delivers good value for the price?

Not sure

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

Think about it: a Live Issue started in your company - the payment processors had an issue where customers had money taken from their accounts for stuff they paid for, but the system says the payment is still pending.

If you're dealing with emails or live chats, that sudden scenario can be really stressful. Your CSAT is on game, you can't lose your resolution. If you have an eye on Guru and a good team updating it at all times, you could see an answer about that from your IT team and how to handle the case appropriately. That can be a "metric-saver", especially if you have a QA team taking a look on your cases!

Comments

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Why do you need your own Google in your Company: Guru!