Case Study: Favor Delivery achieves faster, more consistent customer support with Guru

Favor - Customer Case study

Favor Delivery, a Texas‑based on‑demand delivery company operating in 200+ cities with over 100,000 Runners, struggled with fragmented knowledge, inconsistent SOPs, and heavy reliance on tacit information across its growing support organization. To centralize information and reduce Slack interruptions and “shoulder taps,” Favor implemented Guru’s knowledge‑sharing/knowledge management platform as their single source of truth.

Using Guru, Favor migrated and consolidated processes into a vetted hub used by ~200 of its 320 employees across Support, Trust & Safety, and Market Ops. The result: adherence to internal processes and customer satisfaction now hover around 80% (a 5% increase in under two months), 79% of customers feel their issues are resolved, faster onboarding, fewer repetitive questions, and increased team autonomy and operational efficiency.

Favor

Julia Berg

Knowledge Management Program Lead