Introduction

Bringing new agents up to speed in a fast-moving support team is always a challenge. But what happens when a company grows rapidly, acquires new products, and suddenly needs agents to support multiple platforms? That was the reality for HireVue, a SaaS company that helps businesses streamline hiring with digital interviewing and AI-driven assessments.

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With a small but mighty support team of 30 agents, HireVue was facing long onboarding cycles, information overload, and a growing reliance on senior team members to fill knowledge gaps. After adopting Guru, they transformed their process—cutting onboarding time from 5 weeks to just 2 weeks, reducing reliance on veteran agents, and empowering new hires to find the answers they need, when they need them.

Meet HireVue’s Support Team

HireVue provides a powerful suite of hiring solutions, from video interviewing to AI-powered candidate assessments. Their support team is responsible for ensuring a seamless experience for both hiring managers and job seekers using the platform.

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With 30 agents spanning tier 1, tier 2, and technical specialists, the team handles thousands of tickets per month through chat and email. But as the company expanded from one platform to four, it became increasingly difficult for agents to memorize product knowledge—and the old onboarding process just wasn’t cutting it.

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“We needed to rethink our entire onboarding strategy. The goal was no longer just memorization—it was teaching new hires how to confidently find the right answers.”
– Katharine Dooley, Customer Support Manager at HireVue

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The Challenge: Onboarding at Scale

Before adopting Guru, HireVue’s onboarding process took a full five weeks. Training was heavily structured, relying on:

• Lessonly (Seismic Learning) for classroom-style lessons
• Google Slides for reference materials
• Slack for answering day-to-day questions
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This approach had several major challenges:

1. ⏳ It was time-consuming. - New hires spent a full month in training, which pulled senior agents away from their work. Shadowing and hand-holding stretched the process even further.
2. 📚 Information overload - New hires were given a flood of information upfront, but when they needed it in real-world scenarios, they struggled to locate the right resources quickly.
3. 🤝 Heavy reliance on senior agents - Despite hours of training, new hires still leaned on experienced agents for answers, leading to delays and longer handle times.
4. 🌍 More platforms, more complexity  - After acquiring new products, HireVue’s support scope expanded dramatically, making it impossible for any agent to be an expert in everything.
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“We went from supporting one platform to four. Before Guru, our new hires were completely reliant on tenured agents to navigate these changes.” – Katharine Dooley

The Solution: Guru-Powered Onboarding

HireVue knew they needed to shift from memorization-based training to real-time, self-serve learning. That’s where Guru came in.  By integrating Guru into their onboarding, HireVue created a system where new hires don’t need to memorize everything—they just need to know where to find it.

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How Guru Transformed Onboarding

1. Day One Access: New hires are invited into Guru on their first day and trained on how to search for knowledge.

2. Embedded Learning: Instead of static slides, Lessonly modules now link directly to Guru cards, reinforcing Guru as the team’s single source of truth.

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3. Slack Integration: A dedicated #support-questions Slack channel is powered by a Guru Knowledge Agent, which instantly provides answers from existing documentation.

4. Real-World Training: New hires start answering tickets in their first week, with Guru embedded in Zendesk to provide on-the-spot support.

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5. Onboarding Hub in Guru Pages: A Guru onboarding page serves as a one-stop shop for new hires, housing key resources, team bios, and links to essential tools.

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“Guru has completely changed how we onboard. It’s no longer about dumping information on new hires. Instead, we’ve created an environment where they can confidently search, find, and apply knowledge—just like they would in a real support scenario.”– Katharine Dooley

The Game-Changer: HireVue’s Custom Support Knowledge Agent

One of the most impactful changes HireVue made was building a custom Knowledge Agent in Guru. This AI-powered assistant, trained specifically on HireVue’s documentation, now answers agents’ questions in Slack in real time—reducing interruptions and improving response accuracy.

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The Impact of the Knowledge Agent

• Slack questions dropped by 40% despite an increase of 500+ support cases.
• Senior agents spent less time answering repeat questions, allowing them to focus on complex issues.
• Using the AI Training Center, HIreVue was able to understand what types of questions their team was asking and what sources of information were providing the answers. This allowed them to create new and improved enablement content, refine existing content, and close critical knowledge gaps.  
• New hires learned faster, gaining confidence in self-serving answers rather than waiting for a teammate to respond.
  

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“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.” – Katharine Dooley

The Results: Faster Ramp Time, Greater Confidence 🎉

With Guru and the Knowledge Agent as the foundation of onboarding, HireVue transformed how they train new agents—and the impact was immediate.

• 📉 Ramp Time Cut by 60%
• 📊 Higher Adoption & Confidence
• 📥 Fewer Slack Questions, More Productivity
• ⏳ More Time for Senior Agents
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“This is just the beginning. Guru is helping us scale, evolve, and future-proof our onboarding experience.”– Katharine Dooley

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