How to create transparency in the workplace with Front & Guru | Customer Service

Is your team constantly asking for answers or advice? Is information about your team constantly changing? Are teammates uncertain or second-guessing themselves?

Each of those problems arises from a common thread: workplace transparency.

Transparency is one of our core values at Front. It’s ingrained in our daily workflows — for example, in our weekly All-Hands meetings, or our CEO Mathilde Collin’s presentations.

Transparency is also at the core of our product itself. With shared inboxes for every team available to the whole company, we have insight into each others’ workloads, access to customer feedback, and context on other teams’ projects and priorities.

As our team grew, we started asking ourselves: How could we create transparency for our internal processes and documents, too?

That’s where Guru came in to help us. With the Guru integration in Front, we can access our internal Front knowledge base right where we need it: our inboxes. That way everyone is empowered with the information they need to do their best work. Here are a few more benefits we’ve seen by harnessing the joint powers of Front and Guru to create a transparent workplace:

With Front and Guru, your team never has to leave their inbox to look up internal information. It’s easy to stay on task: no more losing your train of thought or getting pulled into something else mid-reply. Answering a tricky question or sending resources to a customer is one swift motion, all in Front.

Front’s Guru integration creates workplace transparency by giving your team access to the information they need, directly in their inboxes.

By enabling the Guru integration in Front, you can pull up your entire knowledge base, right alongside your messages. You can search, expand, and read more details on every card in Guru. Sending links to Community pages is simple for our support team, and our customer growth team can send resources to customers and prospects in just a few clicks.

Teammates can search for any topic in the Guru integration to access relevant knowledge base articles, blog posts, product details, and more.

On average, it takes 23 minutes to get fully back on task after an interruption at work. At Front, our team works more productively by cutting down on shoulder taps and side questions that break our focus.

• Got a question about how SMTP differs from IMAP?
• Wondering how the billing system works?
• Want to know how to run certain reports in Front?

Instead of tapping a teammate or messaging a manager, we can ask Guru first. Because with fewer interruptions, everyone can accomplish more.

Guru admins can create, edit, and verify information directly in Front, so even as things change, your team can trust they’ve always got access to the most up-to-date information.

No matter how robust your knowledge base is, you need three things to make it useful:

• 1 A notification system to know when to update it
• 2 The ability to update information quickly and easily
• 3 A way to show your team that the information living there is trustworthy and up-to-date

The Front Guru integration makes outdated information a thing of the past for us. In Guru, every piece of information, or card, you create has a verification date. We can select an owner and a time period for every card to “expire”. When the time is up, the owner automatically gets notified to check and update that information. Teammates can see the date every card was last verified, so they can rest assured that information is up-to-date.

With reports from Guru, we can access data on what our team is searching for, which helps us make better business decisions.

• Is the whole team looking up the same feature repeatedly? Terms and phrases with high search volume and no results tell us we might need more team training on a feature, or we should write more detail about it.
• Are certain teammates sending some resources more than others? Resources that are clicked and sent most often help us get a better sense of which content customers appreciate most.

With access to data on our search history and usage, we get insights to help power us in the right direction and solve problems at the source.

What happens when the answer isn’t in Guru? Guru tracks that, too. Our Growth Enablement leader can easily track the searched questions that pull up no results, so we know what’s clear, what’s confusing, and what processes to put in place.

As our team grows, we’re constantly evolving our workflows to make information accessible and transparent to everyone, right when they need it. Using Guru as our internal knowledge base has been pivotal for keeping transparency as we scale — and giving every individual the information they need to do their best work.

???? Learn how to enable the Guru integration for your team or try Front to see more benefits of workplace transparency.