Your Brand Community
Passionate product users and brand fans make all the difference.
Guurus
Creating WOW moments in your online store
Your community is a powerful tool! It consists of your fans, brand ambassadors and loyal customers – your Guurus! In other words, all those who regularly use and love your products, and are already talking about them.
Guurus know their way around, have first-hand expertise and are passionate about sharing it. Your advice-seeking shoppers will love advice from like-minded people!
How brand fans turn passion into purpose
Meet Chris, a cyclist so passionate about Canyon bikes that his friends joked he should team up with them. A week later, Canyon invited him to become a Guuru—sharing his passion and advice with fellow cyclists online.
Now, Chris is giving back to the cycling community that inspired his love for cycling, offering real-time advice to shoppers looking for the perfect ride. This is the power of community: brand fans making a real difference, one conversation at a time.
Learn more about what drives Guurus >
Chat example
Real-time conversations with real customers
Community Advice isn’t just a live chat—it’s a connection with someone who’s been there. A real customer who’s used the product, faced the same questions, knows what works and feels as strongly as your shoppers do.
It’s not scripted or generic—it’s personal, honest, and relatable. This trust-building interaction goes beyond answers, creating confident purchases and lasting customer relationships.
That’s where the magic happens.
Online shoppers love exchanges with Guurus
“I am very excited. My first community chat. It couldn't be better.”
“Perfect help and super fast. Precise instructions on what to do. Simply perfect. Thank you!”
“Super cool!!! It went really quickly. To the point, competent and super nice! A reason to come back again!”
“One of the most brilliant customer experiences I've ever had. Lesley was just great and really helped me choose my skis!”
“I am totally thrilled. Before, I wasted ages with AI-supported searches and in the end Mathias helped me a lot. Now I can finally buy my first bike with peace of mind - the Grail CF SLX. :) Thank you very much!”
“More great help, chats like these are worth gold... it's what makes a retailer great!”
“Very nice and competent. Helped me a lot and also works with screenshots which helped me quickly. :)”
“Top advice in a short time, and the feeling of being taken seriously - a conversation at eye level. Highly recommended, would gladly chat again!”
“The advice on buying a new saddle was very good. I felt completely overwhelmed when choosing without support. Thank you 🤩”
“Everything was perfect and it's great that you also offer the service late in the evening on Sunday! :)”
“Very good advice, friendly and helpful! An alternative was also offered! I am super happy! THANK YOU”
“Very helpful and quick, I don't know anything about technology. That was a great help. Thank you very much!”
“The guy is a legend! His wife doesn't need Google, he simply knows everything.”
“Nice and quick advice, simple and uncomplicated and better than the colleagues from Bauhaus :D Thank you!”
“Perfect answers. I am thrilled and will now buy the bike.”
“There's not much to say ^^ great team, great employees and simply good advice :-)”
“A great chat with Senta! Informative, responsive to questions, very friendly and prompt answers. It couldn't be better! Great! Thank you very much!”
“One of the most brilliant customer experiences I've ever had. Lesley was just great and really helped me choose my skis!”
“I am totally thrilled. Before, I wasted ages with AI-supported searches and in the end Mathias helped me a lot. Now I can finally buy my first bike with peace of mind - the Grail CF SLX. :) Thank you very much!”
“More great help, chats like these are worth gold... it's what makes a retailer great!”
“Very nice and competent. Helped me a lot and also works with screenshots which helped me quickly. :)”
“Top advice in a short time, and the feeling of being taken seriously - a conversation at eye level. Highly recommended, would gladly chat again!”
“The advice on buying a new saddle was very good. I felt completely overwhelmed when choosing without support. Thank you 🤩”
Personal and friendly exchanges
Meet the people who share their product knowledge and passion with others!
CANYON US Guuru, Chris
(0:40)
Let shoppers experience your brand
Emotionally connected customers deliver 3x higher lifetime value.
With our community-powered technology, your shoppers can connect directly with your most passionate customers—right on your online store.
Through live chat and other community touchpoints, they’ll get real-time advice from like-minded people who genuinely love your brand while they’re making purchasing decisions.
Discover the power of Community Advice >
“To be able to talk about skiing and ski equipment from anywhere where I could possibly be, is just quite a cool thing to do and I really enjoy it.”
Guuru Lesley, Atomic fan
“It feels very much like talking to a friend. When someone is reaching out, they are thinking about this new bike. Being able to share from a real life perspective what my experience was, why I chose this or that. It’s a bit of a satisfaction leading that individual to making the correct decision.”
Guuru Chris, Canyon fan
Effortless onboarding
Creating your own Guuru community is simple:
Invite
Test
Insights & Interaction
FAQs
What's the effort and how long does it take to go live?
It typically takes 3 weeks to a few months in total, from building and engaging your brand community to activating the Community Advice chat on your online store. Activating the chat only takes a few minutes and requires no additional maintenance. For a tailored estimate, book a consultation call.
How to make sure all Guurus are knowledgable?
You define the level of expertise your Guurus bring to the table using your Community Advice test. Additionally, our AI-based algorithm ensures that every shopper is connected to a Guurus who offers instant, relevant and high-quality advice.
The proof is in the high average customer satisfaction and Net Promoter Scores that community conversations get on average. On average, Guurus respond in less than 60 seconds too. You can take a look at industry-specific KPIs.
You can always get real-time insights into your Guuru’s answer quality on the Partner Portal’s Dashboard at any time.
How do we ensure high-quality answers?
The tech underpinning our Community Advice Solution, called SmartRouting, recognises all incoming inquiries and instantly routes each question to a instantly-available Guuru with relevant advice.
To add, modern-day shoppers have very high expectations. To them, high-quality answers implies instant, relevant and informative answers from someone they can trust and interact with if they want to ask follow-up questions.
They want answers that help them judge whether a product would fit their preferences and needs. That’s why Community Advice from real customers is inherently one step above many others advice-solutions.
How are experts of the community incentivised?
Guurus are rewarded for the time they take to offer support-seeking consumers helpful advice. Our customers incentivise their Guurus using either reward programs or monetary compensation.
Additionally, Guurus enjoy sharing their experience with likeminded people; they are the most passionate and experienced people within your brand community.
Why are Guuru response times so fast?
The average response time for a Guuru is under 60 seconds. We have fine tuned our algorithm to route incoming questions automatically to Guurus who are instantly available with relevant answers.
What are the legalities of using Guurus?
Once qualified, Guurus agree to the terms and conditions of offering customers advice. Legally, Guurus are considered freelancers and your company is not legally responsible for the advice the Guuru offers your customers.
You can always view and manage all community conversations from the Partner Portal.