Case Study: Ricardo achieves faster 24/7 multilingual customer support with GUURU

We have been able to expand our self-service with GUURU considerably

Ricardo, the leading Swiss online auction marketplace, saw a sharp rise in members, listings, and customer service requests during the COVID-related lockdowns. To keep response times and service quality high, Ricardo turned to Guuru and its SmartChat and SmartForm tools to strengthen self-service and handle first-level support more efficiently, including multilingual support.

With Guuru, Ricardo automated more of its support flow and reduced pressure on its agents so they could focus on more complex issues. The results included an average live chat response time of 57 seconds, 64% of answers automated within three months, and a 4.0/5 average chat rating, with about half of all inquiries now handled through the Guuru platform and 60% deflected through automation.

Ricardo

Larissa Hegglin

Head of Customer Service