The business problem that the product addresses is that when we are looking for processes, we need to know when we are assisting our customer. All our knowledge base will be located at Guru. All internal processes will be found on this tool. This is our primary tool for identifying any process.
Pros
Knowledge base.
Process tool.
Quality assurance Guide.
Tracker and Forms base.
Cons
No improvement , everything is good.
Likelihood to Recommend
Guru is easy to use. It became our partner in our everyday life. It is our knowledge base, and it helps us when it comes to processing. IT enables us to help our customers provide proper resolution to their concerns. I highly suggest this to our colleague.
Guru is used as our company's intranet, enablement support, and internal content management tool using AI. It's the first go-to tool for all support questions and document search for employees. For content owners, this is a great tool to gain analytics on engagement of content and using Guru notifications to support content owners to keep all content up-to date.
Pros
Guru analytics - great engagement data
AI - Once trained the AI feature is of great support for users searching for relevant content
Trending topics - Once integrated with slack, this is a great source to understand what users are searching for in order for content owners to create new Guru cards
Cons
Collaboration - Allowing all users access to all collections so they can help contribute when needed rather than the manual adding of people into each collection
Likelihood to Recommend
Enablement: Users can use the Guru extension while working on any web page to get help text, process or workflow
AI Tool: Would recommend doing a pilot with content owners to create the right workflow for internal personalisation and rollout.
Guru is great, its a really useful tool that helps me daily , I have been at the organization for over a year now abut there are still gaps in my knowledge. using Guru is really useful because all of the organizations knowledge is centralised and I look there for how to do certain processes before asking someone for help. I would highly recommend it to any organization as its so much more efficient than having to ask someone and waiting for their response.
Pros
User Friendly
Centralized Knowledge
Helps with collaboration
Cons
It could search outside of organization for knowledge
Find case studies that are relevant to the question being asked
Could review questions submitted and recommend training
Likelihood to Recommend
When I don't know how to do something Guru is always my first port of call . Its useful and often finds what I am looking for . It will never replace full on one to one training but as a tool , I think its really good to centralise the knowledge of the organisation
VU
Verified User
Manager in Marketing (Marketing & Advertising company, 501-1000 employees)
Guru is being used in our company. We use this as our knowledge base. It is very organize and easy to use. Our business deals with customers. Whenever we ask for support, we don't turn to people or officemates. We ask Guru and Guru will help us. Everyone should have this software.
Pros
Guru is our knowledge-based software
It provides support whenever we have question
It is very easy to navigate with
Its search engine is very reliable
Cons
Overall, Guru was great. In the future, hopefully it will allow us to chat together.
Likelihood to Recommend
I highly recommend Guru for all companies. If your kind of job deal with customer service, Guru is the perfect partner for all employees. Instead of hiring a person to support employees, you could just archive all the possible questions and answer. Then employees can just navigate through the Guru to look for their answer. This saves time and money. Guru is highly recommend. The best software to support employees!
VU
Verified User
Consultant in Social Media (Information Technology & Services company, 10,001+ employees)
Mostly about Spotify products and processes. We make sure to use the Guru cards when handling different cases and based the process on the platform
Pros
Navigation
Integrations
summarization
Cons
Titles
taggings
edits
Likelihood to Recommend
We currently use Guru on a daily basis as a source of our product and process knowledge on serving our customers. It's really easy to navigate and search what you need, the interface is simple and minimal in design. The fonts used is good and readable. It's also easy to find the keywords and save your preferred cards for future reference.
VU
Verified User
Employee in Customer Service (Information Technology & Services company, 10,001+ employees)
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
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
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.
- Easy to edit & create content - - Easy to verify that information is accurate - Easy to search (and find what you’re looking for!) - Holds content owners accountable for reviewing their content - Allows all users to know who owns what content - Works within our existing workflows (like Slack) - Is accessible in all the places we’re working
Pros
The Building Blocks of our knowledge base
Ensuring the content we make available to our teams is trusted and accurate
How content is organized in Guru
Cons
Easy Navigation
Upload speed
More visuals
Likelihood to Recommend
At Kepler, we have a 'Guru-first' mentality - meaning that if you have a question, Guru should ALWAYS be the first place you look before reaching out directly to someone. It should also be the first place you put information/content rather than creating Google Docs. It's meant for all teams, all levels, and all departments to use for easily searchable & accessible documentation!
VU
Verified User
Manager in Marketing (Marketing & Advertising company, 501-1000 employees)
We use it as a data base - basically everything is there. I personally never used Guru until a year ago and my life is definitely changed. I recommend it to all the companies in this world, a really cool experience overall.
Pros
Find the right answer
Store a lot of information
Organizes info pretty well
Works for all sorts of info
Cons
The search bar for sure
The organization
Likelihood to Recommend
Guru works fine for everything but it should definitely have a more concise search bar. Or a bot to help finding the info
VU
Verified User
Employee in Customer Service (Accounting company, 501-1000 employees)
