TechValidate Research on Guru

These pages present data that TechValidate has sourced via direct research with verified customers and users of Guru. TechValidate stands behind the authenticity of all published data. Learn more »



1,969 Customers Surveyed

22,026 Data Points Collected

99 Published TechFacts

49 Published Charts

5 Published Case Studies



Selected Research Highlights


Guru Customer Research

Before using Guru, which one of the following do you feel newly-hired employees struggled with the MOST during their first 6 months? (Pick one)

Answering tough customer questions quickly and accurately: 23%
Keeping up with frequent product changes: 11%
Understanding technical details about the product: 9%
Finding the right information in various different systems: 45%
Knowing which subject matter expert to ask for information: 8%
Overcoming the geographic divide between remote employees and the main office: 2%
Ongoing understanding of company structure, employees, benefits, and values: 3%

Guru Customer Research

After implementing Guru, what is your best estimate of the impact you’ve seen in the following areas of your business?

Major Impact (Greater than 50% improvement) Strong Impact (26-50% improvement) Moderate Impact (6-25% improvement) Some Impact (1%-5% improvement) No Impact (0%)

Quota attainment
Revenue closed
Win rate
Average contract size
Pipeline growth
New hire ramp time
RFP response time

Guru Customer Testimonial

As the person who manages the Guru knowledge collection for my team, it was a game-changer to have all of our documentation in one place. It was much easier than I expected to copy over and create over 150 cards and structure our knowledge base in a new centralized place. I had planned to work on the project over 2 weeks and ended up creating the whole collection in one day. My team can almost always find the answer to a question they have by using the browser extension to search, and it’s very easy to link someone to a specific card when they need the information.

Rebecca Payne-Passmore, Assistant Manager of Content, Voxy

Guru Customer Statistic

92% of surveyed Engineerings, Software Engineers, and Software Engineering Managers at organizations said that now that they’ve used Guru in a remote world, its important to have a knowledge management system for employees to replace in-person ways of collaboration.

92%

Guru Case Study

4C

Introduction

This case study of 4C is based on a February 2020 survey of Guru customers by TechValidate, a 3rd-party research service.

“Great tool for keeping collateral and info organized and current.”

“Easy access to up-to-date info. Well organized. Makes finding what I need so easy!”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Guru:

  • Challenges that prevented the sales team from reaching their revenue goals before using Guru:
    • It was difficult to answer tough customer questions quickly and accurately
    • Frequent product changes made it hard to keep up with info
    • Information lived in a ton of different systems
  • Newly-hired sales reps struggled with finding the right information in various different systems during their first 6 months before using Guru.

Use Case

The key features and functionalities of Guru that the surveyed company uses:

  • Using Guru has helped sales reps on their team:
    • Increase confidence when interacting with customers
    • Decrease time spent pinging subject matter experts directly for information
  • Teams contributing information used in Guru:
    • Sales enablement
    • Marketing
  • Sales milestones that would be harder to achieve if they removed Guru:
    • New product rollouts
    • New messaging/marketing deck rollouts
  • Uses the following types of information in Guru:
    • Product info and FAQs: often
    • Sales playbooks, processes, and messaging: often
    • Competitive battle cards: occasionally
    • Training resources: occasionally
    • Marketing assets (slide decks, case studies): frequently (multiple times a day)
  • Importance of the following capabilities to successfully enable sales teams:
    • Information readily accessible wherever their sales reps are working: critical
    • The ability to push information to reps rather than making them look for it: very important
    • The ability to know information is actively kept up to date by an expert: very important
    • The ability to track email opens/clicks of marketing assets (case studies, slide decks): important

Results

The surveyed company achieved the following results with Guru:

  • Agrees that a knowledge management solution is critical to a sales team’s tech stack after using Guru.
  • Guru enabled them to spend more time on:
    • Prospecting
    • Prospect/customer research
  • Rates the impact seen in the following areas of their business after implementing Guru:
    • Quota attainment: some impact (1%-5% improvement)
    • Revenue closed: moderate impact (6-25% improvement)
    • Win rate: some impact (1%-5% improvement)
    • Average contract size: some impact (1%-5% improvement)
    • Pipeline growth: moderate impact (6-25% improvement)
    • New hire ramp time: strong impact (26-50% improvement)
    • RFP response time: strong impact (26-50% improvement)

Guru Case Study

Looker Sales Engineer – Rufus Holmes (Anonymous)

Introduction

This case study of a medium enterprise computer software company is based on a February 2020 survey of Guru customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“If I lost access to Guru tomorrow, it would be much more difficult for me to give customers accurate answers to the questions efficiently which would have a huge negative impact on my work.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Guru:

  • Challenges they or their teams encountered before using Guru:
    • Difficulty answering tough customer questions quickly and accurately
    • Information lived in a ton of different systems
    • Hard to tell if information was accurate and up-to-date
  • Before using Guru, what newly-hired support agents/customer success managers struggled with the MOST during their first 6 months:
  • How removing Guru impact their ability to successfully execute on the following:
    • Successful company/team annual kickoff: it would have no impact
    • New product release: it would be difficult
    • New pricing/packaging rollout: it would be difficult
    • New marketing/branding materials rollout: it would be extremely difficult
    • Quarterly/yearly revenue goals: it would be difficult
    • New hire ramping: it would be extremely difficult
    • Internal tool/new technology rollout: it would be difficult

Use Case

The key features and functionalities of Guru that the surveyed company uses:

  • Works in Technology.
  • Departments that contribute to the information they use in Guru:
    • Product
    • Sales enablement
    • Sales engineers
    • Customer support/success
  • How often do they use the following types of information in Guru:
    • Product info and FAQs: frequently (multiple times a day)
    • Go-to-market playbooks, processes, and messaging: often
    • Employee training resources: often
    • Marketing assets (slide decks, case studies): occasionally
    • Company policies (employee handbook, benefits, office rules): occasionally

Results

The surveyed company achieved the following results with Guru:

  • Now that they’ve used Guru, they feel that a knowledge management solution is very important to a CX team’s tech stack.
  • Using Guru has helped folks on their team to do the following:
    • Increase confidence when interacting with customers
    • Decrease time spent pinging subject matter experts directly for information
    • Feel knowledgeable despite working remotely
  • Using Guru allowed them to spend more time doing the following:
    • Employee training
    • Prospect/customer research
    • Meeting prep
  • Importance of the following capabilities to successfully enable their team:
    • Information readily accessible wherever your team is working: critical
    • The ability to push information to your team, rather than making them look for it: important
    • The ability to know information is actively kept up to date by a team expert: very important
    • The ability to the understand the impact of documentation produced by your team: somewhat important
  • Impact in the following areas after implementing Guru:
    • New hire time to productivity: strong impact (26-50% Improvement)
    • RFP response time: strong impact (26-50% Improvement)
    • Employee engagement/happiness score: some impact (1%-5%)
    • Revenue goals: some impact (1%-5%)
    • Decrease in time spent looking for information: major impact (greater than 50% improvement)
    • Decrease in time spent answering repeat questions: major impact (greater than 50% improvement)
    • Adoption of team-wide solutions/tools: moderate impact (6-25% improvement)


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About Guru

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