Case Study: HireVue cuts support onboarding time 60% with Guru
Key results
The challenge
HireVue's customer support organization onboarded new agents over roughly five weeks. Knowledge was spread across four platforms accumulated through acquisitions, and new hires relied heavily on tenured agents to navigate them.
The solution
HireVue deployed Guru as a single source of truth with day-one access, surfaced answers in Slack through a Knowledge Agent, embedded Guru in training modules, and connected it to Zendesk for real-world ticket support.
“Now, when new hires ask a question in Slack, they get an instant answer from Guru. That's been a total game-changer—it saves time for both new hires and our senior agents.”
KDKatharine DooleyCustomer Support Manager, HireVue
The results, in context
HireVue reported cutting support onboarding time from five weeks to two weeks, a 60% reduction. Questions asked in Slack dropped by 40% even as support cases increased by more than 500, and senior agents spent less time answering repeat questions.