Company Background

Bonafide Health is a wellness company focused on delivering natural, hormone-free solutions to support women's health. With a team of 150 employees and a strong focus on customer experience (CX), Bonafide Health serves a growing community of women seeking safe and effective products. By prioritizing efficacy, transparency, and customer trust, Bonafide Health has positioned itself as a leader in women’s health, making a significant impact on the wellness industry and earning the trust of over 18,000 healthcare providers.

The Challenge

Before adopting Guru, Bonafide Health relied on Google Drive to manage their internal knowledge, which presented multiple challenges. “Prior to joining, we were using Google Drive, and all the pain points that come along with it—lack of verification, no formatting structure, and it was difficult to find anything,” said Alexandria Hauer, Sr. Manager of CX Training and Quality at Bonafide Health. Additionally, the company struggled to unify two separate BPO teams that were working with different systems and not sharing knowledge effectively. As a result, agents often couldn’t find the information they needed, leading to inconsistent customer experiences.

The Solution

Bonafide Health turned to Guru to centralize and verify their knowledge, specifically focusing on empowering their CX team with easy access to critical information. By connecting Guru to their team’s specific Slack channels—like CX-marketplaces, CX-product, and CX-medical-expert,—they ensured quick, real-time access to specific SOPs, training resources, product launches, and symptom-specific FAQs on ingredients and efficacy.

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“The main content hubs for us are training resources, SOPs, company updates, and product-specific FAQs. We’ve found it really helpful to have all that information easily accessible for agents during online conversations,” said Alexandria. 

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Bonafide also used Guru’s Answers feature to automate responses in Slack, allowing agents to get instant answers and reducing the need to manually search for information. “The transition to AI-generated Answers has been a huge help in keeping up with our rapidly growing organization. It consolidates important information so agents don’t have to rely as much on people for quick answers,” she added.

The Approach

Here’s how Bonafide Health implemented Guru to support their CX teams:

1. Focus on CX First: Bonafide initially targeted their CX teams for Guru adoption. “We focused on building a robust Guru platform for the CX team, and then added in key stakeholders like the marketing team and our fulfillment center for their SOPs,” explained Alexandria.
2. Slack Integration: By integrating Guru with key Slack channels, Bonafide ensured seamless information sharing. “Having Guru connected to Slack has been a great step forward, making information readily available without needing to rely on others in Slack,” she noted.
3. Content Verification: Moving from Google Drive to Guru allowed Bonafide to ensure that all knowledge was verified, up-to-date, and easy to find.
4. AI-Powered Tools: Leveraging Answers and Assist, Bonafide simplified their workflows, using Guru to summarize content and provide direct, conversational responses to agents. “I really love using Assist to simplify content—it helps me focus on free-flowing thoughts and then clean things up with a quick summary at the end,” Alexandria shared.

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The Outcome

Since implementing Guru, Bonafide Health has seen an 86% adoption rate across the organization with a 91% trust score. With Guru's help, their CX team has significantly reduced escalations and improved response times.

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“The team has been really happy with how Guru has reduced questions asked in Slack,” said Alexandria. “We definitely saw a reduction in the number of repeat questions, and with the addition of AI-generated answers, agents are finding the information they need much faster.”

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Additionally, Bonafide’s integration of Slack as a knowledge source has improved the team’s ability to keep up with rapid organizational changes. “With so many new initiatives and pilot programs, the relevancy of information is sometimes short-lived. Having Slack as a source has really reduced escalations and sped up the process for agents to find what they need,” Alexandria added.

Bonafide Health’s transition to Guru has empowered their CX team to work more efficiently, reducing manual updates and ensuring that agents always have access to trusted, verified information—ultimately enhancing the customer experience.