Case Study: Intercom achieves faster, centralized access to verified knowledge with Guru

How Intercom implemented Guru leading to a reduction of their time to first response by 60%

Intercom, the sales, marketing and customer service platform, struggled as its customer-facing teams scaled: knowledge lived in Confluence, email threads, Google Docs and Slack, making information hard to find, update, and own. To address searchability, organization, ease-of-use and Slack integration, Intercom selected Guru — a knowledge management platform with a browser extension, verification workflows and analytics — to centralize and surface the right content for its ~150 sales and support reps.

Guru was piloted, content was migrated and champions were trained, and features like the Chrome extension, tag/category search, Slack add-to-Guru flow, verification workflow and analytics were adopted broadly. The result was a 60% reduction in time spent searching and a 34% drop in duplicate questions and ad-hoc interruptions, plus clearer ownership and up-to-date internal processes — making Guru Intercom’s single source of truth for customer-facing teams.

Intercom

Catherine Brodigan

Senior Relationship Manager