Case Study: Outdoorsy scales remote support and knowledge sharing with Guru

How Outdoorsy Navigated Bumpy Roads and Exponential Growth

Outdoorsy, an RV rental marketplace, faced a dramatic support challenge during COVID-19 as furloughs, remote work, and a sudden surge in bookings created a massive spike in customer inquiries. Their support and training team needed a faster way to onboard new agents and keep a rapidly growing remote team aligned on changing policies, product updates, and common questions. They used Guru as a central knowledge source for support reps.

Guru helped Outdoorsy by giving new and seasoned agents a first stop for answers through Slackbot, its browser extension, and integration with their CRM, Kustomer. The team leaned on Guru to share announcements and product changes across the department, helping them manage a 200% increase in bookings, 9,000 emails, 1,500 chats, and over 100 queued calls while keeping support moving.

Outdoorsy

Rebecca Prejean

Senior Support and Training Specialist