FAQs: Set Up & Run GUURU

Implementation is lightweight and quick.

To activate GUURU, you simply add a small script to your website (e.g. via Google Tag Manager). Once your community is invited and qualified, they can start answering questions immediately via the GUURU app.

Most of the effort lies in activating your community — not in technical setup. Our team supports you with proven processes to recruit and engage your contributors, and the platform provides built-in tools (e.g. invitations, onboarding, and campaign templates) to make this an easy and scalable process.

Technical setup takes only a few minutes.

The overall timeline (typically from 3 weeks to a few months) depends on how quickly you can activate and qualify your community.

Brands with an existing, engaged customer base can go live faster, while others may take more time to build their initial community.

We are happy to exchange with you on your specific case and our success team can help you plan.

The reason why the average response time for a Guuru is under 60 seconds is because we've perfected an algorithm that intelligently connects shoppers, with questions, to instantly available Guurus with relevant expertise.

Additionally Guuru communities look very similar to the customers they help, because they're real product users. This means, Guurus are active in the same timezones as the customers that require their advice.

Yes, you can integrate your community of Guurus with most chatbots, allowing customers with standard questions to get automated answers, while connecting shoppers that need personalised advice that they can relate to, to your community.

We also offer a bot-solution that instantly takes care of standard and repetitive questions within the Community Advice chat. Read more about our CoPilot in the next question.

GUURU’s CoPilot is an AI assistant that supports your Community Advice chat.

It provides instant answers to common or repetitive questions, while routing more complex or experience-based questions to your community or agents.

This ensures fast responses while keeping human expertise at the center of the experience.

CoPilot helps handle simple and repetitive questions instantly, reducing the load on your community and support team.

Drawing from your unique content and community conversations, it ensures high quality answers.

At the same time, it ensures that more complex or experience-based questions are answered by real people, maintaining quality and trust.

Live chat does not slow down a website. GUURU's Community Advice Live Chat code is extremely light. Simply copy and paste the code directly into your website or via Google Tag Manager.

Guurus are carefully selected and qualified before they can start answering shopper questions.

The system is designed to support high-quality contributions through multiple mechanisms:

• controlled invitations (only real customers can apply)
• knowledge and communication tests
• test conversations before activation

Beyond onboarding, the platform provides ongoing support to help contributors stay informed and aligned:

• built-in knowledge base for updates and guidelines
• direct feedback channels between brands and Guurus
• broadcast messages to communicate updates at scale
• AI-supported evaluations and quality signals

Only contributors who meet the qualification criteria become active Guurus. Combined with continuous feedback and platform support, this creates a community that consistently provides relevant, experience-based advice.

You can get real-time insights on every Guuru and all of their interactions through your dashboard, at any time.

High-value answers emerge from the combination of qualified contributors, intelligent routing, and continuous feedback loops.

Each question is matched to the most relevant Guuru using SmartRouting, increasing the likelihood that shoppers receive advice from someone with the right experience.

At the same time, the platform supports quality over time through:

• ratings and feedback from shoppers
• AI-supported evaluation mechanisms
• ongoing communication between brands and their community
• access to shared knowledge and updates

Rather than controlling individual responses, the system is designed to guide the community toward helpful, relevant, and trustworthy answers at scale.

Our solution employs advanced AI to ensure Guurus receive questions within their expertise and questions that require agent support are sent directly to your team.

In the rare instance where additional support is needed, Guurus seamlessly transfer to your agents within the Community Advice chat, ensuring customers have an uninterrupted, highly personalised experience.

Yes, you can integrate your Facebook account with GUURU, allowing your customers with questions to connect with your Guurus in real-time.

Yes, you can integrate our solution with SalesForce. We can synchronize every customer exchange with SalesForce, automatically creating, updating, and closing cases.

Our solution can also intelligently transfer any cases requiring agent support to a queue of your choice in SalesForce.

Yes, our Community Advice solution integrates with Zendesk. We can automatically create Zendesk tickets for any shopper that uses your Community Advice live chat.

If you are using Tickets web forms, you can map our transfer targets with your web forms and map our transfer custom fields with your Zendesk custom fields.

GUURU combines real-time conversations with reusable on-page content.

Shoppers can get answers through live interactions with your community. The most valuable insights from these interactions can then be published as content on your product pages, helping future shoppers even when no one is actively chatting.

This ensures both immediate support and long-term impact.