Item: Guru
Rating: 10
Author: Fernanda Moraes

Overall Satisfaction with Guru

Use Cases and Deployment Scope

In my organization we work with customer support but there are other kinds of support as well. We use Guru mostly to search for workflows to solve a customer's issue. Since there are a lot of workflows dependind on the issue the customer has, it's humanly impossible to memorize each detailed workflow for each case (as it can also be totally diferent if the customer is using their mobile or their desktop, for example)

Pros and Cons

Pros

Guru separates each workflow into cards, where you can link one card to another, creating an easily accessible tree to find the problem and the solution we need to provide the customer.
Guru has a anouncement tab right at the beginning that mentions any changes made to an internal process. For example, in a app tech issue workflow, if a case was previously resolved by reinstalling the app, it can now be resolved simply by updating the app. This is visible to advisors as soon as they log in, making access to new information quick and efficient, without leaving any details of the change behind
The search for cards is very smart and open, it is not necessary to remember exactly what the card was about, but just by searching using keywords and what the card was about, it is already possible to find it, making it easy even for those who have just started in the company

Cons

Guru depends heavily on the internet to be used, so if my connection is slow, it interferes with my work. It could be possible to download the information offline and the internet only be used for card updates or new cards
Guru could have a night mode, to help those who have vision problems or who work long hours at the computer.
The search field is great, but it still has room for improvement. Typing the wrong word in the search bar can sometimes prevent you from finding the correct card. This happens a lot with advisors when they're in a rush

Return on Investment

In the case of my company, the return on investment is excellent because Guru is used by all advisors, every day, as a manual for each workflow, and there are hundreds of workflows.
The Guru is also a basis for the quality of the services provided, where if the advisor does not follow what is written in the Guru, he will be warned, so in this way the Guru is also responsible for the quality of the service that is delivered to the end client
Customer support requires that all customers have their issues resolved. With Guru, all technical issues in the app can be resolved by following the steps outlined in each card, eliminating the need for a technical advisor for the tech issues and saving company money
Overall, Guru helps my company retain end customers, deliver desired results, and maintain transparency with customers.

Usability

Overall Guru usability is very simple and easy to use. It's a great tool that, in all the 4 years I've worked with this, I've never seen it go down or go offline. It helps a lot to deliver a faster customer support, with quality. It's the best tool I have worked with, even if it relies strongly on an internet connection

Alternatives Considered

Document360

Although Document360 is an internal knowledge base like Guru, in Guru the card format is much more helpful. The card-based search facilitates access to advisors. It's also a tool that greatly facilitates use for new users who aren't yet familiar with the workflows. Without having to manually search for specific items, Guru automatically creates a list of possible card choices

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?

Yes

Would you buy Guru again?

Yes

Other Software Used

Slack, Island, Playvox

Likelihood to Recommend

Guru is great for large companies with a large number of employees, and in its paid version. It delivers everything it promises to paid users. However, it's not a suitable tool for free users because there are very few features available, so it's not really a great fit for smaller companies or those who are just starting

Using Guru

Users and Roles

400 - Moslty Guru users are advisors, but also the Quality team, Training, and some Team Leadears as well. Guru serves it's propose as a Search Engine for most of the company since the products que work with has a lot of details and we need to search for each case solution separately to solve the customer's issues. Everybody needs to follow what's written on Guru as well to for a perfect solution to Customer Support problems, without wasting customers' time and providing the best possible service.

Support Headcount Required

30 - We have a specific Quality team to support Guru, but in my company there's only around four hundred people that uses it. Since Guru is also shared with other companies that supports the same product as we do, there are more than a thousand other people from other companies sharing the same product information.

Our Quality team is made up of advisors with a high perception of detail and problem-solving skills, focused on the best possible solution, and performing all necessary tests before publishing the correct information for solving the problem on Guru.

Business Processes Supported

Fining customer solutions faster
Make sure all the information shared with our customers are reliable and the same for everyone
Reducing advisors training time and trainers headcount

Innovative Uses

We also use it for sharing maintenance news from other tools as they might be disabled for maintenance
Keeping up which advisors are up to date with the Guru knowledge that is beiing shared
When an issue that was previously solved and resurfaces, we can still find the previous solution there and try again

Future Planned Uses

Sharing all the company news as Guru announcements, ruling out the use of other tools
Something we want to encourage in our advisors is using more the Guru AI for searches, as Guru's AI has greatly improved recently
Divide some card topics for new employees only, with the most basic topics, eliminating the need for other tools as well

Likelihood to Renew

Guru is the best search engine for the product we have and the work we do. It's reliable, and we wouldn't want to change that anytime soon. The price is okay for what we need, and the features are good too. Maybe if I were starting another company I would use a different product because of the free features that are not the best, but for a large company this is the most suitable option available in my opinion

Evaluating Guru and Competitors

Products Replaced

Not Sure

Key Differentiators

Cloud Solutions
Ease of Use

Guru Support

Support Rating

Fast solution to issues, but support is rarely necessary as it's a very reliable tool. In five years working with Guru that were just a few times that a support were needed and mostly on the beggining of the product adaptation. Mostly there are no need to call support to use it.

Guru Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

Yes, as we don't use the free tier, the Premium support is included in the paid plan. But we only paid for it because we also needed the features from the paid Guru as I'm part of a 500+ employees company. In my previous job I used the free tier and it also had a great support

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