Case Study: bexio achieves 24/7 customer support with GUURU

bexio chooses a cost-effective solution for 24/7 service

bexio, a Swiss cloud-based business software provider for small enterprises, needed a way to offer 24/7 customer support without scaling its internal support team proportionally as its customer base grew past 20,000 businesses. The company wanted a simple, cost-effective chat solution that could handle recurring questions and route more complex issues to internal staff. It chose GUURU’s customer support chat platform, featuring real human “Guurus” rather than a bot.

GUURU implemented the solution quickly via Google Tag Manager with no development effort from bexio, and recruited qualified bexio customers to answer chats after an accreditation process. The result was 24/7 support at much lower cost than adding permanent staff, with Guurus handling about 10% of all customer enquiries and many outside business hours. Customer satisfaction reached 4.7/5, while internal agents were able to focus on more complex cases.

bexio

Tanja Bichler

Head of Customer Success