Overview of Stonly
Stonly is a comprehensive knowledge platform designed to enhance customer service, user onboarding, and product adoption through interactive and contextual guidance. Here’s a detailed look at what Stonly does and its key features:
Core Functionality
- Interactive Guides and Walkthroughs: Stonly allows users to create step-by-step guides, walkthroughs, and checklists that are tailored to each customer’s unique needs. These guides can be built using a visual editor, requiring little to no coding, and can include steps, links, surveys, contact forms, automations, and live chat integrations.
Key Features
- UI Triggers: Stonly enables the addition of various UI triggers such as pills (icons at the bottom of the screen), banners (bars at the top of the page), hotspots, and information icons next to elements. These triggers can launch in-app content like guides or multi-step tours based on user properties or completed tasks. However, these triggers are only available on paid plans.
- User Segmentation and Targeting: The platform offers robust user segmentation capabilities, allowing you to collect standard user data (e.g., country, language, device/browser) and create custom properties (e.g., customer plan). This data can be used to set up targeted triggers for guides, ensuring contextual guidance at the right moments.
- Knowledge Base and Self-Service Support: Stonly is particularly strong in building knowledge bases that provide self-service support. It includes features like AI Answers, which leverage existing knowledge to give instant and precise responses to customer inquiries. This enhances self-service capabilities and reduces the need for extensive agent training.
- Decision Trees and Automation: The platform includes support agent decision trees that aid in accurate decision-making without extensive training. Additionally, it offers automated ticket triage through interactive guides and conditional branching, which can significantly reduce support tickets and resolution times.
- Analytics and Reporting: Stonly provides a unified analytics dashboard that offers global insights across all guides, helping track content engagement and monitor key performance indicators (KPIs). The platform also offers granular insights for checklists, showing interaction rates, completion rates, and skipped tasks.
- Integration Capabilities: Stonly integrates seamlessly with ticketing tools like Freshdesk and Zendesk, allowing agents to access critical information without switching tabs. It also supports integrations with Segment for additional user attributes and events, and with chat apps like Freshchat and Intercom.
Benefits
- Improved Onboarding and Adoption: Stonly accelerates agent onboarding by integrating training into the workflow, reducing the need for classroom sessions. It also enhances product adoption by providing interactive and contextual guidance, leading to faster user ramp-up and improved customer satisfaction.
- Efficiency and Cost Savings: The use of Stonly can result in significant reductions in support tickets (up to 50%) and resolution times (up to 20%), contributing to improved customer satisfaction and operational efficiency.
In summary, Stonly is a powerful tool for delivering interactive, contextual, and personalized guidance to both customers and support agents, making it an invaluable asset for any organization looking to enhance user onboarding, product adoption, and customer service.