Case Study: Guru achieves 179% increase in handled conversations while maintaining 95% CSAT with Intercom

How Guru handled 179% increase in conversations with ease

Guru is a collaborative knowledge-management startup that uses Intercom to deliver a conversational, personal support experience. After launching a free tier, Guru saw a 179% jump in inbound trial conversations and needed to scale support quickly without adding headcount while preserving its customer-first approach.

They implemented Intercom Messenger, outbound messages, and Custom Bots to automatically triage, route and surface Help Center articles, plus bot reporting and auto-tagging to optimize flows and inform sales. As a result Guru supports roughly 900 monthly conversations, maintains a 95% CSAT, enables proactive customer communication, and has extended Intercom’s use into sales for better lead qualification.

Guru

Anne Raimondi

Chief Customer Officer