Item: Guru
Rating: 10
Author: Verified User

Overall Satisfaction with Guru

Use Cases and Deployment Scope

Guru is our central hub for all support resources, including clear instructions and FAQs. We utilize Guru as our one-stop shop for helpful support articles and step-by-step guides.

Pros and Cons

Pros

It gives accurate information on problems, instructions, or questions that has been answered before.
It helps improve customer support accuracy.
It provides convenience in looking for answers/instructions, since it gives all necessary documents related to what you are searching.

Cons

It would be good if Guru has a reminder/notification to update a published articles specially if it has been awhile from when it was created.
A set reminder option would be good to have as well when publishing.
Guru can sometimes give incorrect files and can still improve in its keyword/search bar AI.

Return on Investment

Reduced AHT by upto 50%
Improves customer satisfaction on cases relating to general questions.
Improved accuracy in giving information by up to 80%

Because Guru is clean, intuitive, and easy to navigate. However, its search functionality is sometimes not effective in finding relevant information. Its organization makes up for it since it is organized in a logical and easy-to-understand way. One more good thing I can take note of Guru is that it has a browser extension tab that helps give easier access.

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

Likelihood to Recommend

In customer service, it is necessary to give answers to your customers as fast as you can and as accurately as you can. Guru can be your all-time support since it can give you accurate information much better than what your support/managers can give. Look back to a case wherein there was no immediate support available in the office and I had to answer a customer's question unrelated to my work. I was able to give the correct information with the assistance of Guru since there were specific documents published regarding that question.

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