The Expert Community Advice Solution
Live advice customers trust
You already have a community of product experts: consumers who actively use, love and talk about your products. Give shoppers live access to these experts’ in-depth knowledge.
GUURUs Community Advice Solution:
- connects shopping customers with true product experts
- uses AI to identify each inquiry, ensuring its matched to relevant advice in seconds
How it works
Connect advice-seeking shoppers to knowledgeable product experts.
The right expert for every shopper
Community interactions get an average customers satisfaction rating of 4.8/5.
With our AI-powered SmartRouting, we match every product-related inquiry to an instantly available and knowledgeable experts (called Guurus) who consistently delights customers with relevant, personalised answers.
Customised to fit your eStore
A Community Advice Widget designed to integrate your experts into your corporate identity.
Peer advice at the right time boosts buyer confidence
Before purchasing, 82% of consumers seek peer referrals. Let them access it from within your eStore.
Relevant peer advice moves shoppers through the critical phases of the customer’s journey, quickly and consistently.
Bringing the passion of your product experts to your eStore increases basket sizes and sales conversions while reducing drop-off rates and returns.
Alessandro La BlundaCustomer Service Director
"Thanks to GUURU, our loyal product users can share their experiences live with consumers and offer product advice at key moments throughout the buyer’s journey. This form of peer-to-peer exchange is considered very authentic and credible and helps end customers make satisfying buying decisions."
Thomas ZenglerHead of Online Trade & Shipping
"By providing expert product advice in real-time, we take our service quality to the next level—even during the high season. This enables us to boost sales conversion and lower the number of returns."
Eva FeyDirector Customer Care
"We have a great community with a lot of knowledge. With GUURU, we turn dedicated fans into experts who are available to others daily from 7:00 - 24:00 via live chat to provide instant advice & help. This service creates an authentic customer experience that is easily and quickly scalable when needed."
Sven HabenichtCustomer Service Team Lead
"With GUURU’s community-first CX platform, our customers have the option of product consultation outside service hours, such as on Sundays and public holidays. Obviously, this reflects in a high level of customer satisfaction."
António LouroManager of Customer Experience PT
"With GUURU’s community solution we could significantly reduce our huge volume of support tickets. The instant service through the brand advocates, combined with automated answers when possible, had a strong positive impact on customer satisfaction."
Larissa HegglinHead of Customer Service
"Half of all inquiries now go through the GUURU platform, of which more than 60% are already answered with automation. This allows our agents to focus on second-level support requests."
Michel MüllerCustomer Center Head
"Only the Guurus made it possible for us to handle the big run on our customer service so smoothly and quickly during COVID-19."
Sascha KappelerHead of Customer Service and Sales
"With GUURU, we have finally found an efficient solution to support our customers outside of business hours, 24/7."
Stefano OrlandoChief Customer Operations Officer
"Salt customers benefit from faster answers thanks to a high degree of automation and a human touch when valuable. GUURU exceeded our expectations in terms of efficiency gain and customer satisfaction."
Marco PejeroniHead of CRM and Quality Assurance
"GUURU keeps its promise. Every inquiry is answered within a few seconds at any time of day."
Tanja Bichler, BexioHead of Customer Success
"The GUURU solution has allowed us to increase our support volume significantly. We can support customers much faster, and Guurus score as high as our agents do regarding quality."
Real-time performance results
Our solution was designed to secure high-quality advice that converts.
Manage and monitor all the conversations of every community member from one simple dashboard. This is your space to deep dive into specific conversations and to gain customer insights.
The features that enrich your customer’s buyer journey
Community Building
With the Community Building tools, you find, activate and engage with your real experts.
Display our Invitation Box in your customer area and let logged customers discover the Expert Community Advice program. Easily activate the Invitation Box with one click in our portal.
Your customers will be guided through a set of tests and information material to be ready to engage with your consumers. Transparent for you at every step.
Benefits
- Finds our real experts.
- Tests knowledge, communication skills and motivation.
- Full transparency about expert selection and their performance.
- Strong community, strong brand!
Expert Community Chat
The Community Advice widget is the central feature of our solution.
It visually engages your eStore visitors to connect with other real expert consumers as opposed to sales agents.
This at-hand feature makes it easy for shoppers to answer lingering questions within seconds to proceed to check-out more consistently.
Our widget is completely customisable to your look, feel, and tone of voice within a few clicks.
Benefits
- Real-time exchange with experts from your community.
- Authentic and knowledgable product advice.
- Advice in under 60 seconds, including after-hours and weekends.
- Highly satisfied customers with average ratings of 4.7/5.
- Increased buyer confidence = increased sales conversion.
- Happy customers are returning customers.
SmartRouting
This AI based default feature routes incoming questions to the right source of knowledge: To the Guuru with the relevant expertise, fastest availability, best answer quality and friendliest advice.
If you use the answer bot or your agents, SmartRouting automatically detects questions better suited for them and routes these questions accordingly.
SmartRouting is activated with a click, using our predefined industry specific models.
Benefits
- Directs incoming advice inquiries to the Guuru with the best and relevant expertise.
- Fast answers as experts with quick response times are prioritised.
- If combined with answer bot, automatically sends FAQ requests to bot, with fallback options to community.
- If combined with agents, automatically sends second level requests to agents, with fallback options to community.
- Always the best answer, at any itme.
Smart Contact Form
Traditional contact forms aren’t great for your customer’s experience; they offer slow or uncertain resolution times. They also add to the load of email tickets you have to work through.
The GUURU Smart Contact Form feature allows you to offer instant answers within the contact form itself by:
- sourcing a series of preset FAQs for simple questions;
- connecting your consumers to community experts for personalised live product advice.
Benefits
- Instant resolutions within your contact form.
- Consumer-need-focused answers by combining FAQ with authentic product advice from your expert community.
- No drop-off due to unavailable responses.
- Increases sales conversions by offering customers instant answers, often needed before checkout.
- Deflects 80% of email tickets, allowing your agents to focus on complex and second-level requests.
Answer Bot
Most automation platforms demand significant set-up and maintenance effort to ensure customers get relevant, helpful answers.
With GUURU’s Answer Bot feature, you can answer repetitive incoming questions automatically and without effort. Thanks to our industry specific out-of-the-box models, the Answer Bot will, once activated, automatically tell you which are the relevant questions to provide answers for.
If the Answer Bot cannot answer a question, it seamlessly falls back to your community of experts, ensuring customers get helpful resolutions and personalised advice any time.
Benefits
- Automatically adds repetitive questions to the bot’s knowledge base.
- Ensures resolutions every time with live expert fallback.
- Effortless setup and low maintenance costs.
- The Answer Bot feature is your best option to get started with automation.
Messenger Plugin
On Facebook, users already connect with other community members. Why not let them support each other?
The Facebook Plugin feature connects your community to your Facebook account, ensuring your customers can get real-time product advice from your Guurus.
Benefits
- Expert community advice through live conversations.
- Authentic and personalised human advice.
- Lock in sales while customers are making purchasing decisions.
- Easy set-up.
Salesforce Plugin
Manage all customer inquiries centrally and easily.
Plug in the GUURU community into your existing Salesforce solution to have all your customers’ inquiries in one place. Your processes and chat solution will stay as is while you still profit from your community’s advice.
Every interaction within the GUURU solution is synchronised in real-time to your Salesforce CRM. This also means that every chat transcript is fully viewable and available.
-
Community Building
-
Expert Community Chat
-
SmartRouting
-
Smart Contact Form
-
Answer Bot
-
Messenger Plugin
-
Salesforce Plugin
With the Community Building tools, you find, activate and engage with your real experts.
Display our Invitation Box in your customer area and let logged customers discover the Expert Community Advice program. Easily activate the Invitation Box with one click in our portal.
Your customers will be guided through a set of tests and information material to be ready to engage with your consumers. Transparent for you at every step.
Benefits
- Finds our real experts.
- Tests knowledge, communication skills and motivation.
- Full transparency about expert selection and their performance.
- Strong community, strong brand!
The Community Advice widget is the central feature of our solution.
It visually engages your eStore visitors to connect with other real expert consumers as opposed to sales agents.
This at-hand feature makes it easy for shoppers to answer lingering questions within seconds to proceed to check-out more consistently.
Our widget is completely customisable to your look, feel, and tone of voice within a few clicks.
Benefits
- Real-time exchange with experts from your community.
- Authentic and knowledgable product advice.
- Advice in under 60 seconds, including after-hours and weekends.
- Highly satisfied customers with average ratings of 4.7/5.
- Increased buyer confidence = increased sales conversion.
- Happy customers are returning customers.
This AI based default feature routes incoming questions to the right source of knowledge: To the Guuru with the relevant expertise, fastest availability, best answer quality and friendliest advice.
If you use the answer bot or your agents, SmartRouting automatically detects questions better suited for them and routes these questions accordingly.
SmartRouting is activated with a click, using our predefined industry specific models.
Benefits
- Directs incoming advice inquiries to the Guuru with the best and relevant expertise.
- Fast answers as experts with quick response times are prioritised.
- If combined with answer bot, automatically sends FAQ requests to bot, with fallback options to community.
- If combined with agents, automatically sends second level requests to agents, with fallback options to community.
- Always the best answer, at any itme.
Traditional contact forms aren’t great for your customer’s experience; they offer slow or uncertain resolution times. They also add to the load of email tickets you have to work through.
The GUURU Smart Contact Form feature allows you to offer instant answers within the contact form itself by:
- sourcing a series of preset FAQs for simple questions;
- connecting your consumers to community experts for personalised live product advice.
Benefits
- Instant resolutions within your contact form.
- Consumer-need-focused answers by combining FAQ with authentic product advice from your expert community.
- No drop-off due to unavailable responses.
- Increases sales conversions by offering customers instant answers, often needed before checkout.
- Deflects 80% of email tickets, allowing your agents to focus on complex and second-level requests.
Most automation platforms demand significant set-up and maintenance effort to ensure customers get relevant, helpful answers.
With GUURU’s Answer Bot feature, you can answer repetitive incoming questions automatically and without effort. Thanks to our industry specific out-of-the-box models, the Answer Bot will, once activated, automatically tell you which are the relevant questions to provide answers for.
If the Answer Bot cannot answer a question, it seamlessly falls back to your community of experts, ensuring customers get helpful resolutions and personalised advice any time.
Benefits
- Automatically adds repetitive questions to the bot’s knowledge base.
- Ensures resolutions every time with live expert fallback.
- Effortless setup and low maintenance costs.
- The Answer Bot feature is your best option to get started with automation.
On Facebook, users already connect with other community members. Why not let them support each other?
The Facebook Plugin feature connects your community to your Facebook account, ensuring your customers can get real-time product advice from your Guurus.
Benefits
- Expert community advice through live conversations.
- Authentic and personalised human advice.
- Lock in sales while customers are making purchasing decisions.
- Easy set-up.
Manage all customer inquiries centrally and easily.
Plug in the GUURU community into your existing Salesforce solution to have all your customers’ inquiries in one place. Your processes and chat solution will stay as is while you still profit from your community’s advice.
Every interaction within the GUURU solution is synchronised in real-time to your Salesforce CRM. This also means that every chat transcript is fully viewable and available.