Item: Guru
Rating: 10
Author: Peter J. Haight

Overall Satisfaction with Guru

Use Cases and Deployment Scope

I am a tenured subject matter export at my organization, and a daily user of Guru for nearly 4 years. Guru helps our team identify and share knowledge seamlessly, and access the same information in a very convenient, holistic way. Our USA-based customer care team is growing and with that growth comes the need for scaling. Guru makes it easy for us as a team and individually to update the internal knowledge base, allowing us to foster more success and provide better support to our clients.

Pros and Cons

Pros

Overall ease of use
Good SEO features for internal searches (with tagging etc)
Good categorization and compartmentalization
Ease of adjusting and updating cards

Cons

Somewhat steep learning curve for new users
Browser extension could use some polish and refinements
Keyword tagging suggestions or automatic generation would be nice

Return on Investment

Guru allows our team to quickly reference available learning/knowledge materials with our clients on a daily basis and provide better support at every outreach
With that said, spreading those same resources across two major global teams in the USA and Germany can lead to some inconsistencies. The i-frame process is not very intuitive for this scenario and our team treats policy/procedural differences as separate card or article entities.
Guru allowed our organization to pioneer and establish a dedicated knowledge team component, of subject matter experts who work in tangent with existing resources, create new ones, and vet collective knowledge.

Usability

Guru is easy to use once you can acclimate with it, and get a feel for the lay of the land. It does have a somewhat steep learning curve for new users, or agents that have not gotten previous experience with similar knowledge base solutions. It is easy to navigate and find cards, easy to tag and update tags, and it is a breeze to update or create entire cards. The text based formatting helps keep guiderails for syntax and helps maintain a professional, but not too wordy tone.

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

Other Software Used

Atlassian Jira, Freshdesk, Aircall

Likelihood to Recommend

As a tenured tech support agent at an industry-leading SaaS organization, our goal is to provide quality support and foster positive, educational engagements with our clients every contact. Having access to Guru and their rich feature set made it easy for our team to establish a dedicated internal knowledge base, and improve upon it over time. Guru is ideal for quick references, detailed breakdowns, troubleshooting procedures, and policy statements. Guru is not ideal for video or file attachments to said articles or cards.

Comments

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Guru changed the way our company handles knowledge bases!