The CX Platform

 Intelligently involve community advice in key moments in the customer journey

Seamlessly integrate community into your contact channels

Instant, low-effort resolutions anytime, anywhere.

Instantly connect your brand advocates with your inquiring customers using Live Chat.

GUURU’s Live Chat enables inquiring customers to connect directly with real, knowledgable members of your brand community.

When brand advocates are certified they’re called Guurus. Guurus can easily answer inquiries about your products or services, because they use and love it themselves.

You can implement Live Chat on any of your web or social media pages. Offer instant and cost-effective human support, anytime, anywhere.

Benefits

  • 24/7 Human support including after-hours and weekends.
  • Authentic human support in under 60 seconds.
  • Satisfied customers with average chat ratings of 4.3/5.

Usage

  • Integrate your community into the Live Chat you currently use.
  • No Live Chat in use yet? Get started with GUURU’s Live Chat.

Offer intelligent, real-time resolutions within the 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 your agents have to work through.

With the Smart Contact Form, you can offer instant answers within the contact form itself by:

  • sourcing a series of preset FAQs for simple questions;
  • connecting your brand community to your customer via Live Chat.

Benefits

  • Offer instant resolutions within your contact form.
  • Deflect 80% of email tickets, allowing your agents to focus on complex and second-level requests.
  • Increase in sales conversions by offering customers instant answers, often needed before checkout.

Usage

  • Add instant in-form resolutions to your existing contact form with GUURU’s CX platform.

Use the Smart Call to offer personalised human fallback when call lines are occupied.

There’s nothing more frustrating to your customer than waiting on a customer support line.

With GUURUs Call you can automatically offer your customers a way out of waiting.

The Smart Call offers waiting customers a seamless way to connect to your brand enthusiasts, for instant human support in under 60 seconds through Live Chat.

Benefits

  • Ensure great customer satisfaction even during peaks.
  • Deflect customers when your customer service team is occupied.
  • Reduce customer support costs.

Usage

  • Add your community to your call strategy using GUURU’s CX platform.

Resolve Facebook Messenger inquiries immediately with your brand community.

On Facebook, users already connect with other community members. Why not let them support each other?

GUURU’s CX platform enables members of your brand community to offer inquiring customers personalised responses on Messenger based on their own experience with your product or service.

Seamlessly connect certified brand advocates – Guurus –  with your customers via Facebook Messenger.

Benefits

  • Instant resolutions at any hour.
  • Authentic and personalised human advice.
  • Lock in sales while customers are making purchasing decisions.
  • Reduce agents’ backlog of social media inquiries.

Usage

  • Enable your best brand enthusiasts to advise your customers via Messenger

Answer repetitive or generic inquiries from the get-go with low-effort automation.

Most automation platforms demand  significant set-up and maintenance effort  to ensure customers get relevant, helpful answers.

GUURU’s SmartBot automatically detects repetitive and easy-to-answer questions, adding them to its knowledge base.

If the SmartBot cannot answer a question, it seamlessly falls back to your community of brand advocates, ensuring customers get helpful resolutions every time.

Benefits

  • Automatically add repetitive questions to the bot’s knowledge base.
  • Ensure resolutions every time with live human fallback.
  • Effortless setup and low maintenance costs.

Usage

Manage all customer inquiries centrally and easily.

To ensure you have all your customers’ inquiries in one place, implement our community-first CX platform into your CRM environment.

Every interaction within the GUURU platform is synchronised in real-time to your CRM. This also means that every chat transcript is fully viewable and available.

Instantly connect your brand advocates with your inquiring customers using Live Chat.

GUURU’s Live Chat enables inquiring customers to connect directly with real, knowledgable members of your brand community.

When brand advocates are certified they’re called Guurus. Guurus can easily answer inquiries about your products or services, because they use and love it themselves.

You can implement Live Chat on any of your web or social media pages. Offer instant and cost-effective human support, anytime, anywhere.

Benefits

  • 24/7 Human support including after-hours and weekends.
  • Authentic human support in under 60 seconds.
  • Satisfied customers with average chat ratings of 4.3/5.

Usage

  • Integrate your community into the Live Chat you currently use.
  • No Live Chat in use yet? Get started with GUURU’s Live Chat.

Offer intelligent, real-time resolutions within the 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 your agents have to work through.

With the Smart Contact Form, you can offer instant answers within the contact form itself by:

  • sourcing a series of preset FAQs for simple questions;
  • connecting your brand community to your customer via Live Chat.

Benefits

  • Offer instant resolutions within your contact form.
  • Deflect 80% of email tickets, allowing your agents to focus on complex and second-level requests.
  • Increase in sales conversions by offering customers instant answers, often needed before checkout.

Usage

  • Add instant in-form resolutions to your existing contact form with GUURU’s CX platform.

Use the Smart Call to offer personalised human fallback when call lines are occupied.

There’s nothing more frustrating to your customer than waiting on a customer support line.

With GUURUs Call you can automatically offer your customers a way out of waiting.

The Smart Call offers waiting customers a seamless way to connect to your brand enthusiasts, for instant human support in under 60 seconds through Live Chat.

Benefits

  • Ensure great customer satisfaction even during peaks.
  • Deflect customers when your customer service team is occupied.
  • Reduce customer support costs.

Usage

  • Add your community to your call strategy using GUURU’s CX platform.

Resolve Facebook Messenger inquiries immediately with your brand community.

On Facebook, users already connect with other community members. Why not let them support each other?

GUURU’s CX platform enables members of your brand community to offer inquiring customers personalised responses on Messenger based on their own experience with your product or service.

Seamlessly connect certified brand advocates – Guurus –  with your customers via Facebook Messenger.

Benefits

  • Instant resolutions at any hour.
  • Authentic and personalised human advice.
  • Lock in sales while customers are making purchasing decisions.
  • Reduce agents’ backlog of social media inquiries.

Usage

  • Enable your best brand enthusiasts to advise your customers via Messenger

Answer repetitive or generic inquiries from the get-go with low-effort automation.

Most automation platforms demand  significant set-up and maintenance effort  to ensure customers get relevant, helpful answers.

GUURU’s SmartBot automatically detects repetitive and easy-to-answer questions, adding them to its knowledge base.

If the SmartBot cannot answer a question, it seamlessly falls back to your community of brand advocates, ensuring customers get helpful resolutions every time.

Benefits

  • Automatically add repetitive questions to the bot’s knowledge base.
  • Ensure resolutions every time with live human fallback.
  • Effortless setup and low maintenance costs.

Usage

Manage all customer inquiries centrally and easily.

To ensure you have all your customers’ inquiries in one place, implement our community-first CX platform into your CRM environment.

Every interaction within the GUURU platform is synchronised in real-time to your CRM. This also means that every chat transcript is fully viewable and available.

It typically takes 3 weeks in total to implement your brand community into your CX strategy.

 

Implementing GUURUs CX platform into your CX strategy only requires a few hours and no additional maintenance. Setting up your community may to up to 2 weeks.

 

 

Book a consultation call to get a tailored estimate on your timeline.

There are a few ways we ensure you brand community offers answers that are truly helpful to your customers. Our CX Platform has both manual and automatic quality control measures.

 

 

  1. Recruitment: brand advocates are invited by your company based on their engagement with your brand and your criteria.
  2. Certification: you select the knowledge base you would like your brand community to have and only brand advocates who meet this criteria are qualified as Guurus.
  3. Monitoring: our algorithm picks up patterns in substandard or slow chats. You have full control and access to all chats via the Partner portal.
  4. Ratings: the CX platform uses an algorithm that offers Guurus, who receive high chat ratings, first priority to answer inquiries while downgrading a Guurus ability to answer inquiries if they receive substandard ratings.

The SmartRouting engine, running behind our CX platform, recognises all incoming inquiries and routes them to the best-suited brand advocates.

 

The best-suited brand advocate are:

  1. invited brand advocates certified by your preset criteria;
  2. Guurus who offer fast response times;
  3. and who receive good chat ratings from your customers.

 

Incoming inquires are sent to the first available best-suited brand advocate, ensuring chats are fast and helpful.

Guurus enjoy sharing their passion for the products, services or brands they’re passionate about. Guurus can also choose when they want to accept incoming requests via our app.

 

They get incentivised for the time they take to offer support-seeking customers helpful advice in a fast, authentic way.

 

Our customers incentivise their Guurus for every high-quality chat using reward programs or monetary compensation.

By using your community you can build a cost-effective and fully scalable CX system that’s available 24/7 and doesn’t solely rely on agent salaries.

The average response time for a Guuru is under 60 seconds. Why? Our algorithm automatically routes incoming inquiries to Guurus who are online and who consistently offer fast responses.

 

The algorithm also downgrades Guurus with slow response times, ensuring fast Guurus, with helpful answers and good chat ratings, get the majority of incoming requests.

When you qualify a Guuru, and he or she agrees to the terms and conditions of offering customer advice, your company is not legally responsible for the advice the Guuru offers your customer.

 

You can, however, view and manage all chats from your Partner portal.

Learn how your business can benefit from the CX Platform