Guru is the best
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
- 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
Alternatives Considered
Document360
Other Software Used
Slack, Island, Playvox
