I use Guru as a knowledge base to find answers to any questions I have about how to perform certain call procedures, such as making an outbound call or leaving a voicemail for a patient. I also use it to locate other procedural documents that may be too large to contain within Guru.
Pros
Efficiently organizes different documents into specific categories
User-friendly article search
Provides efficient and user-friendly organization of user-created favorite lists
Cons
AI search function does not always provide relevant results
Likelihood to Recommend
Guru is excellent for finding specific articles about procedures and for organizing them into user-friendly favorites lists that can be quickly accessed for use. The AI query suggestion feature is not as user-friendly as it could be and frequently returns results that have little applicability to the query asked by the user.
This products helps our business find solutions to problems that may come up and that you may not know about. It uses advanced AI to help with any issues we may encounter, and helps us know exactly what we need to know when it comes to live interactions especially. I would highly recommend this program
Pros
Easy searching
Easy Information upload
Amazing AI
Cons
The trees
Nothing
Nothing
Likelihood to Recommend
I think it's definitely helped with live interactions at the company due to needing information at the drop of a hat. I can definitely say this has come in handy multiple times over my time here. It may not help with specific company policies, but it definitely helps with everything else.
VU
Verified User
Employee in Customer Service (Cosmetics company, 5001-10,000 employees)
This software serves as a knowledge base for our company, we pour our workflows into the different Guru cards they need to be to keep them, from there we can update when needed and give access to each of the involved teams, this allows for easy sharing and limiting of the content.
Pros
Knowledge base
Documentation
Privilege sharing
Cons
It's sometimes hard to know who to contact to manage the content of a specific card
Likelihood to Recommend
Not very appropriate to send messages or updates
Very well suited to keep changes documented and up to date
My team uses Guru to store and organize information. We make cards to hold our SOPs and keep workflows up to date. We have many different workflows so it is really helpful to keep things organized and easily accessible
Pros
Easy to organize
Plenty of storage space
Easy to share
Cons
Export in a more friendly format
Likelihood to Recommend
Guru is really appropriate for companies that have many teams who work together and need to share the same information. The verification process allows us to be confident that the info we are looking at is correct and up to date
VU
Verified User
Manager in Customer Service (Biotechnology company, 1001-5000 employees)
We use Guru as a knowledge bank, our business and policies are constantly changing and therefore the need to keep our workflows updating are changing as well, so Guru enables us to make those changes quickly and sharing the Cards with the teams instead of making individual outreaches, everyone can check the cards and see the changes and continue referencing them to allow for a standarized workflow.
Pros
Keep workflows updated
Integrate with other tools
Chrome extension works great
Cons
The recommended Cards could be more accurate
Wish there was a quick way to see previous cards to see exactly what changed
Likelihood to Recommend
It's great when you need to make a workflow the stardad and make it available for a big team of analysts, it can be reviewed async.
When a Guru card hasn't been updated in a specific time it can then be considered unverified, it may be complicated to keep them updated and to ask questions to the staff memberwho made the changes.
Guru was used as our Knowledge base tool. This can greatly help us as Senior Support Advisor in assisting our clients with their, issues, requests and other various Shopify-related concerns. Being a Senior Support Advisor, my main task is to provide assistance to our clients with regards to their concern. Then I will have to use the Guru since all knowledge base are saved from Guru.
Pros
User-friendly
AI usage is helpful
Seamless
Text Search is great
Cons
Short Text Search capability
Categorizing from A to Z if possible
More AI functionality
Likelihood to Recommend
Guru is our main tool in assisting our clients, it contains knowledge base about our process and all related issues with its respective resolution, steps, recommendations and solutions. Its main purpose is assisting us to provide the best customer service to our clients. Also, Guru serves as our best friend so that we can deliver what is expected of us.
Guru helps us to pass on all the information from our internal teams. It is just a knowledge platform so that we can help our customers regarding our product. Also it gives us knowledge in fun and descriptive way. Our company organises all the information very efficiently so that we can help our members with their issues. Further, we have all the information at a single platform, easy to use and locate the information.
Pros
Knowlege management
Easy to use
All knowledge at one place
Cons
more colorful
Likelihood to Recommend
I just use Guru as a knowledge base so that we can help our sellers and buyers with the information they need. And the information is located at one place and it is Guru. Sometimes, we do not have information in the Guru so we ask our internal team directly ans later on they update the same in the Guru too for future use.
VU
Verified User
Executive in Customer Service (Consumer Electronics company, 1001-5000 employees)
We use it as a knowledge base to our organization. providing ideas and topics which related to the products. and help newbies to follow the processes to improved their skills.
Pros
knowledge base
Topics
Skill enhancement center
Cons
Messaging tool
Position/Org Chart
Video Presentation upload
Likelihood to Recommend
When we don't know the process of the issue of our members we always use Guru to get information and follow it to help us resolve it
VU
Verified User
Employee in Customer Service (Business Supplies & Equipment company, 1001-5000 employees)
We use Guru at our company to keep all our important information in one place and making it easier for everyone to find what they need quickly also this helps our team work better and more faster and makes training new employees easier in fact i must say it really easy to use and help us a lot in our work
Pros
A useful tool to make sure that teams have access to the latest and verified information easily
It ensures that teams have the most recent and accurate data available.
Improves work efficiency by seamlessly integrating robust analytics and collaboration features
Cons
It would be great if its design was simpler so everyone could start using it without needing much help
sometimes the information gets outdated and Guru could do a better job reminding people to check if everything is still correct and up to date
search function is powerful to enhancing it with more advanced search options
Likelihood to Recommend
It enhances efficiency by centralizing valuable data and keeping it current and searchable and Guru might not be the best fit for very small businesses that could get by with simpler tools, specialized areas that need customized solutions or industries that have very strict rules and need more than what Guru offers
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.
Likelihood to Recommend
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
