Case Study: Malwarebytes achieves 34% improvement in first-call resolution with Guru

Malwarebytes - Customer Case Study

Malwarebytes faced fragmented, hard-to-search internal knowledge across Box, forums and email, which slowed agents who handled up to 1,300 cases a week and hurt first-call resolution and CSAT/NPS. Director of Customer Success John Ho sought a single, fast, widely adopted enablement solution and evaluated Guru to address speed of access and team-wide adoption.

Malwarebytes ran a pilot with Guru, migrated content into Guru’s knowledge platform (including the web extension, Card Manager and verification emails), and quickly drove cross-team adoption. Guru cut lookup time dramatically, helped grow and verify internal knowledge, and delivered a 34% improvement in first-call resolution—reducing ticket turnaround from roughly 30 minutes to 3–4 minutes—while fostering better global team collaboration.

Malwarebytes

John Ho

Director of Customer Success