Case Study: Shopify achieves faster, more effective remote support with Guru

Shopify saves 8 minutes per support question with Guru

The customer, Shopify, faced challenges in providing effective remote support to its merchants. Their support agents, who were mostly remote and communicated via Slack, struggled with accessing consistent and up-to-date knowledge, which hindered their ability to drive merchant revenue growth through consultative conversations.

By implementing Guru's AI-powered knowledge platform, Shopify equipped over 1,000 agents with instant access to verified information. The solution integrated natively into their workflows, allowing agents to use the knowledge base in 60% of interactions. This led to shorter, more meaningful conversations that unlocked merchant growth and revenue, while also saving significant time and creating more value.

Shopify