Guru
Shopify & Guru: Remote Customer Support Solution Case Study
Summary
Shopify implemented Guru to empower its largely remote customer support team with instant access to accurate knowledge, enabling better support conversations that drive merchant success and revenue. B...
Value Drivers
Challenges
- Lack of a single source of truth for processes, procedures, or best practices for a rapidly growing and mostly remote support team.
- Lack of real-time visibility into operations
- Difficulty in scaling current infrastructure
2 more challenges available
Solutions
- Implementation of Guru as a centralized, verified knowledge management platform for remote support reps.
- Deployed real-time monitoring and analytics platform
- Migrated to cloud-based scalable infrastructure
2 more solutions available
Outcomes
- Over 1,000 Shopify customer support reps use Guru, leveraging it in over 60% of all support interactions.
- Achieved 24/7 real-time visibility and monitoring
- Successfully scaled operations to support 3x growth
- Decreased operational costs by 40% annually
- Improved data accuracy and accessibility by 85%
4 more outcomes available
Products
Software
Guru
A knowledge management platform that integrates with workflows to provide verified information within tools like Slack and browser extensions.
Sample Category
Sample Product 2
Sample product description for demonstration purposes.
1 more products available
Target Organization
Shopify
Description: A leading commerce platform that enables businesses of all sizes to create and manage online stores, supporting over 600,000 merchants worldwide.
Industry:E-commerce, Technology