Case Study: Sticker Mule achieves consistent, scalable customer support and faster onboarding with Guru

Why 'No one like wiki's, but everyone likes Guru' at Sticker Mule for team wide knowledge sharing

Sticker Mule, the fastest and easiest way to purchase custom stickers, needed a better way to share and create knowledge across a highly distributed team supporting 13 product lines and hundreds of daily inquiries. Their ticketing system and previous wikis made internal information hard to find and content creation cumbersome. When evaluating Guru, GM and co-founder Anthony Thomas wanted a single solution that would let support reps immediately search both internal and external FAQs and allow managers to easily create, manage, and scale team knowledge.

Sticker Mule implemented Guru to centralize all customer support information—internal processes and published FAQs—organized in Guru Boards and accessible via a Chrome extension and web app. The change produced faster, more consistent responses to hundreds of daily inquiries, strong company-wide adoption across support, manufacturing, HR and engineering, measurable usage via Guru analytics (card usage and individual stats) to guide content improvements, reduced ad-hoc questions in Slack, and quicker onboarding—results Anthony attributes to using Guru to keep teams aligned and scalable.

Sticker Mule

Anthony Thomas

General Manager and Co–Founder