GOALS

• Improve customer satisfaction scores by empowering support agents with instant access to accurate and consistent information, reducing response times and providing better solutions
• Reduce agent onboarding time by providing a centralized knowledge base with easy-to-follow guidelines, product information, and troubleshooting steps, leading to faster proficiency
• Encourage a culture of knowledge sharing and feedback within the support team, allowing agents to contribute their expertise and continuously improve the knowledge base's effectiveness and relevance.

Frustrations

• Dealing with frustrated customers due to long wait times and inconsistent information provided by different support agents
• Spending excessive time training new hires due to the overwhelming amount of product information and internal procedures
• Witnessing knowledge silos within the support team, where valuable insights and best practices are not effectively shared and documented.

GOALS

• Create a centralized learning hub for employees to easily access onboarding materials, compliance training, and professional development resources, fostering a culture of continuous learning
• Improve employee engagement and knowledge retention by providing interactive and engaging training materials through Guru's integrations with multimedia platforms
• Track employee progress and measure the effectiveness of training programs through data analytics, allowing for continuous improvement and optimization of the L&D initiatives.

Frustrations

• Struggling to keep training materials updated and relevant, leading to employees receiving outdated information
• Facing challenges in measuring the effectiveness of L&D programs, making it difficult to demonstrate the value and impact of training initiatives
• Dealing with low employee engagement in training programs due to dull and uninspiring content, hindering knowledge acquisition and skill development.