Shopify Support Advisor Guru Review
July 24, 2024
Shopify Support Advisor Guru Review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Guru
The Shopify team uses Guru as a encyclopedia for the information regarding our products, services and internal processes, allowing to know the paths to take when the merchants arrive requesting information about the services we provide, or else the escalation to the specific teams that manages the different situations, like billing, legal, taxes, account, among others. Guru allows processing a seamless search to find the best resolution to our merchants, making the interactions more specific and shorter to provide the best experience.
Pros
- Giving the best escalation path to a merchant that requires an escalation
- Giving a workaround to processes that are in a development phase, or that doesn't have a direct solution
- The AI finds the best answer to questions translating the direct information a merchant gives to find the resolution
Cons
- The IA requires more training due to sometimes it has errors and contradictions in its results
- Guru requires faster updates due to sometimes the information they give are obsolete and wrong to be given to the merchants
- The finding resources should have more filters to find a very specific issue when needed
- The AHT of the chats are reduced when using Guru correctly, our AHT is currently a media of 28 minutes per chat
- Some Gurus are obsolete causing some confusion and a waste of time when they're not updated
Do you think Guru delivers good value for the price?
Yes
Are you happy with Guru's feature set?
Yes
Did Guru live up to sales and marketing promises?
Yes
Did implementation of Guru go as expected?
Yes
Would you buy Guru again?
Yes
Comments
Please log in to join the conversation