Item: Guru
Rating: 10
Author: Verified User

Overall Satisfaction with Guru

Use Cases and Deployment Scope

Guru is being used as a knowledge-base, resource for all workflows/processes for possible case intents, test account details for issue replication, and other support guidelines. It's a one-stop-shop when handling customer service concerns. Announcements regarding live issues can also be done through Guru which includes updates on handling such cases.

Pros and Cons

Pros

Storing available workflows/processes for case types
Announcing live issue updates
Providing guidelines for support/audits/disputes

Cons

Hyperlinks aren't consistent when being opened, some open as a pop-up while some creates a new window
Some hyperlinked references are for archived cards, it would be great to have this shown/updated
Instead of a pop-up when opening linked resources, we could have mini tabs within Guru instead of opening multiple browser tabs

Return on Investment

Having one available knowledge-base (Guru) helped in calibrating all available support.
Announcements regarding workflow updates as well as live issues has been easier as this can be seen in one portion of Guru. Easy access.

Usability

Guru has been helpful during case handling as it contains all workflows/processes to resolve specific case intents and their root causes. Having a one-stop-shop is exceptionally helpful especially when handling difficult cases with intersecting case types/intents. It's also user friendly with the available filter options to trim down available resources and make sure that we're using the correct ones.

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?

Yes

Did implementation of Guru go as expected?

Yes

Would you buy Guru again?

Yes

Other Software Used

Jira Software, Google Workspace, LivePerson Conversation Cloud (LiveEngage)

Likelihood to Recommend

When handling seemingly corner cases that doesn't exactly fit any available resource titles, the search filter options available are helpful in trimming down available workflows/processes. In some instances, updates made on available cards (roadmaps) weren't always announced that could sometimes cause issues in handling cases. This could potentially be a source of knowledge gaps across advisors/supports.

Comments

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Guru - Your one-stop-shop