Case Study: Shopify achieves scalable remote support and increased merchant revenue with Guru

Shopify - Customer Case Study

Shopify, the leading commerce platform serving over 600,000 merchants, faced a remote support challenge: its 1,000+ person support team (90% remote) needed a single source of truth embedded in their daily workflows to deliver consistent, consultative help. To solve this, Shopify implemented Guru’s knowledge management solution — including the browser extension and Slack bot — so reps could access verified guidance without leaving their apps.

Guru’s integrations and verified content made knowledge available on the fly, and today more than 2,000 Shopify users (over 1,000 support reps) rely on Guru — with 76% weekly usage and a 93% Trust Score. Shopify reports Guru is used in over 60% of support interactions, enabling faster, more confident conversations that help merchants succeed and drive measurable revenue outcomes.

Shopify

Marcie Murray

Director, Global Support Team