Measure the Value and ROI of Guru

Roles: Authors, Admins


Measuring the impact that Guru has on your business is crucial to understanding the value Guru brings to your team and how much return on investment you're generating.

Measuring Guru's ROI for Your Team

It's a good idea to measure certain activities to give you a clear before & after picture of Guru's business value. Depending on the types of teams (Support/Success/Sales) using Guru, we advise measuring the following prior to rolling out Guru and then again 3-6 months after rollout.

  • Time to first response

  • Handle time

  • Average length of sales cycle

  • Average deal size

  • Time to onboard new hire

  • Overall Customer Retention and Satisfaction

  • Employee Satisfaction and Productivity

Guru Analytics Reports that Show Value-Added

Guru's Analytics pages gives you a ton of insight into how your team is using Guru. Here are a few reports that can instantly prove out the value Guru is adding to your team.

TIP: Adjust the Filters at the top of your Analytics page to adjust time-frames and get deeper insights into specific collections, groups, source applications and more!

1) Total Adoption

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Where to find: Analytics > Overview tab

What does it show: The total number of users in your Guru team compared to the total number of Monthly Active Users (MAU) over a timeline that you control.

Why does it matter: You can trace the success of your rollout over time and adjust your tactics accordingly to encourage adoption. The higher your adoption, the more valuable Guru becomes to your team!

What does "good" adoption look like: Don't fret too much if you're not at 100%! Striving for at least 80% adoption should ensure your team is getting the most out of Guru.

2) Trust Score over time

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Where to find: Analytics > Overview tab

What does it show: Your team's trust score over a timeline that you can control.

Why does it matter: A high Trust Score is critical to a successful rollout. If team members can't trust the information they find in Guru, they're not likely to keep using it. A high Trust Score means your team is actively managing the knowledge in Guru and is invested in its success.

What does a "good" Trust Score look like: Tread above 80% with a keen eye on the most popular cards and your team should be in solid shape, but as always, aim for that A+ score.

3) team usage

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Where to find: Analytics > User tab ("User" Tab only viewable by Admins/Collection Admins)

What does it show: All Guru active user events including each time a user views, searches, copies, edits a card.

Why does it matter: High Team Usage means just that -- your team is using Guru! This will fluctuate, but high usage levels shows that your team is treating Guru as their single-source of truth. If you find that your team is getting more and more shoulder-taps, check your team usage! If it's slipping, you may need to update your Guru with more relevant knowledge and/or encourage your team members to "Guru it" when they have a question.

What does "good" team usage look like: This all depends on the size of your team and the amount of knowledge you have in Guru. It may fluctuate with business cycles and busy seasons, but in general, strive to keep Team Usage high.