Hard to speak to customer service.
I bought guru can when it came out last time. I only recently used it to upload a book I am selling on my website.
There are confusing things, for example, I didn't realize you can only connect to one payment provider at a time and so a sale has gone through and the person has not been charged - why let me insert two payment providers if it can't do this - it should go gray or something so I can't do it.
I have found that some things are automatically turned on for example add chats and articles to your offer and it doesn't say turn off it says things like select all or custom. It took me two days to work out why my offer said it included a blog when it didn't - all because articles were turned to all, and it needed to be changed to custom. And through all this I could not get in contact with customer service - their chat box is all automated and did not cover this topic.
When I did get in contact somehow???? they took the two days to get back to me and I said I had sorted it out by then, their reply was that they are focusing on providing help documentation rather than personal service due to the growth of the company - to me that doesn't make sense - how do you know what you need to write help documents on if people are unable to write and tell you their questions that are not being answered in the help documentation?
Because I wasn't sure of guru can - I haven't really advertised the book and was surprised anyone had even bought it so I have two people as students in guru can now but only one person in payments in my dashboard ???- again this might be because I inserted two different payment options - actually I didn't even turn on two payment options I just activated stripe and inserted my paypal keys it never said paypal was activated? So maybe an on and off button for selecting payment types would be good only allowing you to have one turned on at any time? FYI - this is the issue I am currently trying to contact Guru-Can about and after going through the roundabout of their auto chat was so frustrated I ended up here.
Another thing is that the email I use for students to get in touch with me and the one I use for the backend for getting invoices and things and emails from companies like Guru-Can is not the same. I do this so I don't get my business email placed on any spammy email lists by accident. I have a separate one for customers as I can easily change that without it being connected to a hundred other things. But you can't have one email for your backend and another for customers to contact you - the email you put into your guru can account as a customer yourself will be the email address your own customers will see so make sure you change this like I did - if you follow this practice.
I will say the program overall is fine, and does what it says it will, but really if you do purchase use it straight away before your 60 days is up for a refund to see if you experience issues - I really wish I had.
Ruzida_Gurucan
May 9, 2024Hi!
Thank you for your detailed feedback and giving Gurucan a chance to help your business - we truly appreciate it!
1) Regarding the connection of the payment gateway: that’s right, there is only one provider available to use simultaneously. We already have some suggestions on changing that; I’ll just drop you a link so you can upvote for it, too: https://roadmap.gurucan.com/suggestions/d4293146-d9d1-4ecb-91f5-3209b92a31b5. It’s not one of the most requested features, so we are working on the more priority requests right now, but we will definitely consider this one. Thank you for sharing!
In the onboarding process for each new customer, we provide all the helpful documentation on setting up the school to avoid misunderstandings. That’s one of our articles on connecting payment providers, where you can find the information: https://help.gurucan.com/en/articles/5086941-how-can-i-accept-payments-with-gurucan. And before publishing courses, we always recommend testing the payment first.
2) We’re sad to hear you faced such troubles with creating the Offer. We did our best to cover this topic in our Help Center article https://help.gurucan.com/en/articles/4810597-offers-as-a-way-to-sell-your-courses and make it for you as accessible as possible by leaving it in the admin dashboard and the support chat as well.
3) What about the previous and current support issues and the student’s payment error: we’d be very grateful if you could provide us with the email connected to your Gurucan account so we could investigate this case and give you feedback on this.
Thank you again for sharing this experience with us. We take all your words very seriously and take all your comments into work right away. As you correctly mentioned, we won’t say that the platform we are building is for everyone, but we are doing our best to bring the greatest product for the customers who decided to run our business with us.