Case Study: Emma improves support speed and accuracy with Guru

How Guru + Slack helps make Emma's support team faster and more confident with customer interactions

Emma, an email marketing solution, wanted a better way for its 25-person support team to find, access, and update internal knowledge across Slack, Salesforce, email, forums, and resource centers. Support Training Lead Paul Zimmerman needed a single source of truth to help agents answer questions faster, reduce repeated searches and duplicate testing, and keep messaging consistent as product updates and issues changed. Emma turned to Guru to solve the knowledge management challenge.

With Guru, Emma centralized support knowledge and used Guru’s verification workflow and Slack bot to keep information current and accessible inside the team’s daily workflow. The result was faster, more confident responses, less time spent searching or putting customers on hold, fewer repetitive questions and tests, and improved customer experience. According to Emma, Guru saved time in the moment and improved support efficiency, with measurable gains in time to first response and handle time, plus stronger adoption across the support team.

Emma

Paul Zimmerman

Support Training Lead