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

How Via used Guru to navigate the launch of a new offering and the chaos of Covid-19

Via, a mobility company reimagining on‑demand and scheduled transit, faced a breaking point in its support organization: no functional search, noisy Slack channels, and repeated agent questions that made scaling support across 100+ markets difficult during major initiatives like a paratransit launch and the COVID‑19 response. To solve fast, consistent communication for drivers and riders, Via turned to Guru’s knowledge management platform.

Guru implemented a centralized knowledge solution (Guru cards, integrations with Zendesk/Slack/Gmail and daily knowledge alerts) so agents had one vetted source of truth. The rollout reached 375 Guru users with 75% monthly adoption, and two‑thirds of agents surveyed reported decreased time answering repeat questions — enabling faster global onboarding, smoother paratransit rollout, and quicker pandemic‑related updates for drivers and riders.

Via

Jonathan Hofmann

Principal of Learning & Development