My company has grown from a start-up to 320+ employees, and keeping Support aligned with product updates, bugs, feature rollouts, and policy changes is becoming increasingly difficult. My team of 17 support agents is trying to stay on top of every new feature while managing a high volume of chats and emails, and our current process is breaking down.
Right now, Product posts release notes and “just-shipped” features in a Slack channel dedicated to product updates, and our PMM team also shares feature announcements about a week before they go live. Those updates then get reposted into our Support Slack channel — which is also used for real-time chat questions — so it quickly becomes noisy and important information gets buried. With the speed of product changes now, Slack is no longer a sustainable way for us to keep everyone informed.
I’d love to hear how other teams are leveraging Guru to manage this flow. We currently use Guru mainly as an internal knowledge base for edge cases, workarounds, and FAQs, but I’m interested in better utilizing Pages and Announcements to keep my team up to date.
How do you structure your Guru setup to reliably communicate product updates?
What workflows or best practices have worked well for you as your company scaled?
Looking forward to hearing ideas!