Guru - Knowledge management software for the future of work
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Transportation/Trucking/Railroad Case Studies and Success Stories with Guru knowledge network
CASE STUDY Via Transportation
Guru helped Via Transportation improve customer support during major business changes and the COVID-19 pandemic. Via used Guru to manage support in over 100 markets and onboard drivers quickly. 2 out... of 3 agents reported less time spent answering repeat questions. Monthly adoption reached 75%. Guru gave agents a single source of truth, reducing Slack noise and helping agents answer questions faster.
There was so much information we had to get out to our agents, including what services were suspended and how we would be keeping drivers and riders safe. Guru made that transition a lot easier and l...ess chaotic because we were able to collect information from internal parties and get that to agents quickly.
Guru helped Favor Delivery create a single source of truth for internal knowledge. Before Guru, Favor had no central hub, which led to confusion and inconsistent customer experiences. With Guru, new ...hires and existing team members found it easier to access up-to-date information. Adherence to internal processes reached 81.4%. Customer satisfaction and process adherence both increased by 5% in under two months, now hovering around 80%. Guru supports Favor's goal of building a knowledge-driven culture.
There was so much information we had to get out to our agents, including what services were suspended and how we would be keeping drivers and riders safe. Guru made that transition a lot easier and l...ess chaotic because we were able to collect information from internal parties and get that to agents quickly.
Guru helped Noom improve customer support by making knowledge easy to find. Noom's coaches struggled to access up-to-date information as the company grew. Guru's browser extension let coaches search ...for answers without leaving their workflow. This saved time and improved coach happiness. Noom saw over 50% faster new hire ramp up and 95% adoption of Guru.
Planning Center used Guru to improve internal knowledge sharing for their remote customer support team. Before Guru, they relied on Slack and Trello, which made finding answers slow and repetitive. T...hey needed a solution that worked inside Slack and acted as a single source of truth. Guru integrated with their workflow and was easy to adopt. The team now finds information faster and answers support tickets more efficiently.
Guru helped Qualia support remote customer service teams. Qualia had scattered training and internal communications. They needed a single place for all information. Guru became their knowledge manage...ment solution. The support team improved time to response by 50%. Guru reached 100% adoption across teams.
Wikis didn't work but with Guru they enabled their reps to search across both the internal and external FAQs to respond to customer inquiries more quickly.
Wikis didn't work but with Guru they enabled their reps to search across both the internal and external FAQs to respond to customer inquiries more quickly.
Guru helped Sling & Stone, a 35-person PR agency, solve low adoption of their old cloud-based wiki. Employees struggled to find up-to-date information and often repeated questions in Slack. Guru's Sl...ack bot let the team access knowledge directly in their workflow. This made it easy to find client briefs and media intelligence. Adoption increased because knowledge was always current and easy to reach.
Guru helped Splash solve knowledge management problems for their sales team. Splash struggled with outdated and scattered sales resources. Guru provided a single source of truth, making it easy for s...ales reps to find accurate, up-to-date information. The number of Guru users at Splash grew from 46 to 90 in six months. Now, 42% of users access Guru daily, improving sales enablement and team confidence.
Guru helped Emma by Marigold organize their support knowledge in one place. Before Guru, their team struggled to find and update information spread across forums, Salesforce, Slack, and email. Agents... wasted time searching and repeating tests. With Guru, answers are easy to find and always up to date. Support agents now feel more confident and spend less time on calls and emails. Customer satisfaction improved with faster, more accurate support.
Guru helped Wrike solve knowledge management challenges for their sales and support teams. Wrike needed a solution to keep information easy to find and up-to-date. Guru's verification engine and brow...ser extension saved time for content creators and users. The sales and support teams now access accurate answers in their workflow. Guru's Slack integration made sharing and capturing knowledge easier. Wrike established Guru as their single source of truth for company knowledge.
Guru helped Intercom solve problems with finding and sharing internal knowledge. Intercom's sales and support teams struggled to locate up-to-date information across many tools. Guru's knowledge mana...gement platform offered better search, easy organization, and Slack integration. The Enablement team at Intercom used Guru to centralize content and automate feedback. This improved efficiency and made it easier for teams to access the right information quickly.
Sticker Mule used Guru to improve customer support. Before Guru, their team struggled to find and share knowledge. Internal and external FAQs were hard to access, leading to inconsistent answers. Wit...h Guru, all support information is in one place. The team can quickly find answers using a browser extension. This made responses more consistent and easy to manage. Adoption was fast, even for their distributed teams.
Guru helped Glint fix slow and confusing sales knowledge management. Before Guru, sales reps wasted time searching a big spreadsheet and Slack for answers. With Guru, answer time dropped from 30 seco...nds to 2-3 seconds. 85% of Glint's team adopted Guru. 100% of sales reps said Guru made them feel more confident. Guru made onboarding faster and improved sales team performance.
We saw an overall decrease in the #slack-eng channel and in duplicate questions as we continued to push people to answer their own questions within Guru.
Guru helped Shopify support its 90% remote customer support team. Shopify used Guru to give reps instant access to knowledge inside their workflow, especially through Slack and browser extensions. Ov...er 1,000 support reps use Guru, and 60% of support interactions involve Guru. 76% of users access Guru weekly. Shopify ties support team performance to revenue outcomes, helping merchants succeed and driving more revenue for Shopify.
I love the chrome extension because it's so handy to not have to navigate to a different window when I'm in a live chat with someone. Being able to search by tag, category, or collection allows me to... find information easier and saves me time from having to ask somebody for help.
I love the chrome extension because it's so handy to not have to navigate to a different window when I'm in a live chat with someone. Being able to search by tag, category, or collection allows me to... find information easier and saves me time from having to ask somebody for help.
We saw an overall decrease in the #slack-eng channel and in duplicate questions as we continued to push people to answer their own questions within Guru.
Guru helped Bitly solve problems with scattered knowledge and repetitive questions. Bitly used Guru to centralize information for sales and customer success teams. Guru's Slack bot made it easy to fi...nd answers and reduced duplicate questions for engineers. The Q&A workflow kept engineering and sales teams aligned. Bitly saw less time wasted and better access to up-to-date information after using Guru.
We saw an overall decrease in the #slack-eng channel and in duplicate questions as we continued to push people to answer their own questions within Guru.
I love the chrome extension because it's so handy to not have to navigate to a different window when I'm in a live chat with someone. Being able to search by tag, category, or collection allows me to... find information easier and saves me time from having to ask somebody for help.
