Can you believe 2023 is already coming to a close? What a year it’s been. AI went mainstream, we all did more with less, and Guru's product team had a blast rolling out over 30 major new updates – yep, you heard that right, over 30! This couldn’t have happened without the wealth of thoughtful feedback we got from you, our incredible customers. Let’s take a look at our top 10 product releases of 2023.
1. Get instant answers you can trust – wherever you’re working
We released Answers to give you the ability to search across your company's apps (think Guru, Google Drive, Dropbox, Confluence, Box, Zendesk, etc.) and find instant answers you can trust – directly in your workflow.
You simply connect Guru to your most-used apps, type in a question, and get an answer in natural language, alongside a list of sources. It’s our take on AI enterprise search, with an extra layer of accuracy built in.
Nearly 2,000 companies have used Answers so far to cut down on repeat questions and increase their productivity. One of them is Branch, which has seen a 30% reduction in repeat questions since adopting the feature. Their Sales & Support Effectiveness Lead Kendall Sipp-Paris had this to say:
"People are finding answers more easily and not having to ask for help. Answers gives agents the flexibility to phrase a question in whatever way their brain works while still receiving a consistent and accurate answer.”
2. Document knowledge in a snap (with a little help from AI)
We introduced an AI-powered writing assistant called Assist to make it easier than ever for you and your team to document your knowledge – and to summarize, adjust, improve, and translate the content that has already been created.
With Assist you can turn scattered notes and rough thoughts into crisp, coherent content in a matter of seconds. And when you’ve nothing but a blank page to start with, you can use Assist’s custom prompts to generate new ideas or Card templates from scratch.
Authors using Assist are capturing 27% more knowledge than they were before. One such author is Linda Moore, Sales Enablement Specialist at Realtor.com, who said:
“Assist has been a huge time saver. I felt like I was cheating!”
3. Identify common trends and questions in Slack (and capture them in Guru)
With Trending Topics for Slack you can see what themes and questions are coming up most often in your company’s Slack channels and convert all that scattered information into a Guru Card so it’s easy for everyone to find.
To get started, connect Guru to your Slack channels (it’s particularly effective in channels like #product-questions or #help-hr that tend to be busy). Then Guru will scan the messages in those channels and deliver a summary which you can review, refine, and capture in just a few clicks.
Guru customers like Airtable have been using Trending Topics for Slack to help their support teams cut down on digital shoulder taps and spend more time doing what they do best: helping customers. "Trending Topics came at a perfect moment for our support team as we continue our adoption of KCS principles. It gives us foundational knowledge of the most asked-about areas of the product,” said Nathan Anderson, Airtable’s Program Manager of Support Content.
4. Unlock actionable insights to continuously improve your company’s knowledge
We introduced a host of analytics upgrades to give you the insights you need to continuously improve the quality, accuracy, and impact of your company’s knowledge.
We’ve organized analytics into there sections so you can quickly find the data you need:
Knowledge Health: this allows you to see the overall health of the information you’ve stored in Guru, plus usage stats.
Guru Impact: this gives you actionable insights into who's using what features and data so you can understand the strategic influence of Guru.
Performance: this showcases the overall performance of Guru and allows your company’s managers to drill down and see how their teams are using Guru.
Companies like Hinge have been using these insights to continually improve the impact of their knowledge. As their Knowledge Manager, Reba Mitchell, said, "I love the visuals in these updates! Engagement with knowledge has been a big issue for some of our teams and this easily accessible data is a big help."
5. Seamlessly spot your team’s biggest knowledge gaps
We rolled out a new user-friendly dashboard where you can see all the questions your team asked in Answers, as well as the responses Guru provided, in one place.
Knowing exactly what questions your team is asking gives you an instant insight into where their most pressing knowledge gaps exist, and allows you to prioritize new content creation according to what will deliver the fastest impact. It can also help you to identify existing documentation that might be in need of a refresh.
The team at Thinkific has been using these insights to ensure their information is always up to date and accurate, allowing them to improve their efficiency. As their Customer Support Information Manager Ariana Mazon put it: “Guru has made it extremely easy to maintain and contribute to our knowledge. We get immediate value because it is using a foundation of trustworthy and comprehensive knowledge sources."
6. Give every team at your company a custom setup
Our workspaces release makes it easy to spin up multiple org-specific knowledge bases within your company, giving you more control and flexibility to tailor Guru to each team’s specific needs. Each workspace can have its own admins, billing, integrations, and branding, but is still easy to share whenever needed.
Care.com is just one of the companies that has been benefiting from this release, with their team saying, “We're able to get folks involved in Guru on all different levels. The biggest benefit for us is the ability to scale our teams, continue to grow, and help other teams scale as well."
7. Identify your company’s subject-matter experts
We rolled out Employee Profiles in Guru to give you and your team rich context on who does what – and who knows what – at your company.
Each profile includes details of what team a person is on, who their manager is, and their working hours and location – synced directly from your company’s HRIS system. But it doesn’t end there. Each profile also includes lists of the Cards a person has published, the authors they're following, and their most recent activity in Guru. Having all of this information in one handy Guru Card allows you to get a deep understanding of a teammate's current priorities, previous projects, and areas of expertise.
These insights are helping teams at companies like Sticker Mule have more effective conversations and drive better business outcomes.
“I think it's fantastic, if not essential. We had a meeting this morning and one of the reps said he'd forget his name if it wasn't listed in Guru!” said Danielle Smoren, Copywriter at Sticker Mule.
8. View your team’s org chart directly in Guru
Our org charts release gives you an at-a-glance map of your Guru workspace's entire user base in an intuitive format. Each org chart reflects the relationships between Guru users, giving you a contextual understanding of each person’s role and areas of expertise. And yes, clicking on a teammate’s name in the org chart will take you to their employee profile so you can learn more.
We’ve made this feature super flexible, allowing you to toggle it on or off, hide it for certain groups, and sync it with your company’s HRIS system to suit your needs.
9. Collaborate with teammates on new content – directly in Guru
We made it possible to share drafts and collaborate with other authors in real-time with in-line commenting. Simply create a draft and jam on it live with your teammates inside a Guru Card until it’s ready to publish.
With this update teams are spending less time switching between apps and moving content from one place to another – and more time creating valuable collaborative content.
“This makes our lives of sharing drafts with relevant stakeholders before product releases so much easier!” said Lucia Delicova, Sr. Content & Communications Specialist at TravelPerk.
10. Automatically organize content in each Guru Card to make it as user-friendly as possible
We rolled out automatically generated tables of contents in Guru Cards, making it even easier for authors to organize their content and for readers to navigate it.
Just use the native headings settings in Guru’s card editor and a table of contents will appear, with nested levels that reflect the headers in your Card. Each table of contents is collapsed by default and can be easily expanded and navigated by readers however they choose.
The team at Riot Games were big fans of this update, saying:
“Our authors and read-only users are stoked. This has really improved the experience of understanding Cards at a high level and navigating them more effectively.”
2023 has been an exciting year, and we couldn’t leave it behind without saying a huge thanks to you, our customers. Your feedback has been invaluable as we’ve evolved Guru’s product, so please keep it coming! We think 2024 is going to be another great year, where you can expect us to continue to evolve our product as we aim to give every team the trusted information they need to do their best work! 🥂🚀
Can you believe 2023 is already coming to a close? What a year it’s been. AI went mainstream, we all did more with less, and Guru's product team had a blast rolling out over 30 major new updates – yep, you heard that right, over 30! This couldn’t have happened without the wealth of thoughtful feedback we got from you, our incredible customers. Let’s take a look at our top 10 product releases of 2023.
1. Get instant answers you can trust – wherever you’re working
We released Answers to give you the ability to search across your company's apps (think Guru, Google Drive, Dropbox, Confluence, Box, Zendesk, etc.) and find instant answers you can trust – directly in your workflow.
You simply connect Guru to your most-used apps, type in a question, and get an answer in natural language, alongside a list of sources. It’s our take on AI enterprise search, with an extra layer of accuracy built in.
Nearly 2,000 companies have used Answers so far to cut down on repeat questions and increase their productivity. One of them is Branch, which has seen a 30% reduction in repeat questions since adopting the feature. Their Sales & Support Effectiveness Lead Kendall Sipp-Paris had this to say:
"People are finding answers more easily and not having to ask for help. Answers gives agents the flexibility to phrase a question in whatever way their brain works while still receiving a consistent and accurate answer.”
2. Document knowledge in a snap (with a little help from AI)
We introduced an AI-powered writing assistant called Assist to make it easier than ever for you and your team to document your knowledge – and to summarize, adjust, improve, and translate the content that has already been created.
With Assist you can turn scattered notes and rough thoughts into crisp, coherent content in a matter of seconds. And when you’ve nothing but a blank page to start with, you can use Assist’s custom prompts to generate new ideas or Card templates from scratch.
Authors using Assist are capturing 27% more knowledge than they were before. One such author is Linda Moore, Sales Enablement Specialist at Realtor.com, who said:
“Assist has been a huge time saver. I felt like I was cheating!”
3. Identify common trends and questions in Slack (and capture them in Guru)
With Trending Topics for Slack you can see what themes and questions are coming up most often in your company’s Slack channels and convert all that scattered information into a Guru Card so it’s easy for everyone to find.
To get started, connect Guru to your Slack channels (it’s particularly effective in channels like #product-questions or #help-hr that tend to be busy). Then Guru will scan the messages in those channels and deliver a summary which you can review, refine, and capture in just a few clicks.
Guru customers like Airtable have been using Trending Topics for Slack to help their support teams cut down on digital shoulder taps and spend more time doing what they do best: helping customers. "Trending Topics came at a perfect moment for our support team as we continue our adoption of KCS principles. It gives us foundational knowledge of the most asked-about areas of the product,” said Nathan Anderson, Airtable’s Program Manager of Support Content.
4. Unlock actionable insights to continuously improve your company’s knowledge
We introduced a host of analytics upgrades to give you the insights you need to continuously improve the quality, accuracy, and impact of your company’s knowledge.
We’ve organized analytics into there sections so you can quickly find the data you need:
Knowledge Health: this allows you to see the overall health of the information you’ve stored in Guru, plus usage stats.
Guru Impact: this gives you actionable insights into who's using what features and data so you can understand the strategic influence of Guru.
Performance: this showcases the overall performance of Guru and allows your company’s managers to drill down and see how their teams are using Guru.
Companies like Hinge have been using these insights to continually improve the impact of their knowledge. As their Knowledge Manager, Reba Mitchell, said, "I love the visuals in these updates! Engagement with knowledge has been a big issue for some of our teams and this easily accessible data is a big help."
5. Seamlessly spot your team’s biggest knowledge gaps
We rolled out a new user-friendly dashboard where you can see all the questions your team asked in Answers, as well as the responses Guru provided, in one place.
Knowing exactly what questions your team is asking gives you an instant insight into where their most pressing knowledge gaps exist, and allows you to prioritize new content creation according to what will deliver the fastest impact. It can also help you to identify existing documentation that might be in need of a refresh.
The team at Thinkific has been using these insights to ensure their information is always up to date and accurate, allowing them to improve their efficiency. As their Customer Support Information Manager Ariana Mazon put it: “Guru has made it extremely easy to maintain and contribute to our knowledge. We get immediate value because it is using a foundation of trustworthy and comprehensive knowledge sources."
6. Give every team at your company a custom setup
Our workspaces release makes it easy to spin up multiple org-specific knowledge bases within your company, giving you more control and flexibility to tailor Guru to each team’s specific needs. Each workspace can have its own admins, billing, integrations, and branding, but is still easy to share whenever needed.
Care.com is just one of the companies that has been benefiting from this release, with their team saying, “We're able to get folks involved in Guru on all different levels. The biggest benefit for us is the ability to scale our teams, continue to grow, and help other teams scale as well."
7. Identify your company’s subject-matter experts
We rolled out Employee Profiles in Guru to give you and your team rich context on who does what – and who knows what – at your company.
Each profile includes details of what team a person is on, who their manager is, and their working hours and location – synced directly from your company’s HRIS system. But it doesn’t end there. Each profile also includes lists of the Cards a person has published, the authors they're following, and their most recent activity in Guru. Having all of this information in one handy Guru Card allows you to get a deep understanding of a teammate's current priorities, previous projects, and areas of expertise.
These insights are helping teams at companies like Sticker Mule have more effective conversations and drive better business outcomes.
“I think it's fantastic, if not essential. We had a meeting this morning and one of the reps said he'd forget his name if it wasn't listed in Guru!” said Danielle Smoren, Copywriter at Sticker Mule.
8. View your team’s org chart directly in Guru
Our org charts release gives you an at-a-glance map of your Guru workspace's entire user base in an intuitive format. Each org chart reflects the relationships between Guru users, giving you a contextual understanding of each person’s role and areas of expertise. And yes, clicking on a teammate’s name in the org chart will take you to their employee profile so you can learn more.
We’ve made this feature super flexible, allowing you to toggle it on or off, hide it for certain groups, and sync it with your company’s HRIS system to suit your needs.
9. Collaborate with teammates on new content – directly in Guru
We made it possible to share drafts and collaborate with other authors in real-time with in-line commenting. Simply create a draft and jam on it live with your teammates inside a Guru Card until it’s ready to publish.
With this update teams are spending less time switching between apps and moving content from one place to another – and more time creating valuable collaborative content.
“This makes our lives of sharing drafts with relevant stakeholders before product releases so much easier!” said Lucia Delicova, Sr. Content & Communications Specialist at TravelPerk.
10. Automatically organize content in each Guru Card to make it as user-friendly as possible
We rolled out automatically generated tables of contents in Guru Cards, making it even easier for authors to organize their content and for readers to navigate it.
Just use the native headings settings in Guru’s card editor and a table of contents will appear, with nested levels that reflect the headers in your Card. Each table of contents is collapsed by default and can be easily expanded and navigated by readers however they choose.
The team at Riot Games were big fans of this update, saying:
“Our authors and read-only users are stoked. This has really improved the experience of understanding Cards at a high level and navigating them more effectively.”
2023 has been an exciting year, and we couldn’t leave it behind without saying a huge thanks to you, our customers. Your feedback has been invaluable as we’ve evolved Guru’s product, so please keep it coming! We think 2024 is going to be another great year, where you can expect us to continue to evolve our product as we aim to give every team the trusted information they need to do their best work! 🥂🚀
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