What is Stonly?
Stonly is a comprehensive knowledge platform engineered to optimize customer service operations. It focuses on speeding up support agents and increasing customer self-service capabilities by delivering personalized knowledge precisely when and where it's needed. The platform utilizes powerful AI and process automation to achieve significant reductions in resolution times and the volume of support tickets, thereby enhancing overall support efficiency.
By enabling the creation of adaptive guides, walkthroughs, checklists, and knowledge bases, Stonly caters to individual customer needs and situations. It integrates seamlessly into agent workflows and customer interfaces, ensuring knowledge is contextually delivered and easily accessible. The platform's AI component leverages existing knowledge to provide accurate answers instantly, handling both simple queries and complex issues effectively. Stonly also provides tools for easy content creation, maintenance, feedback collection, and impact measurement, ensuring knowledge remains current and valuable.
Features
- Interactive Guides: Create guides, walkthroughs, and checklists that adapt to customer needs.
- Knowledge Base: Build centralized knowledge bases for agents and customers.
- AI Answers: Leverage AI to provide instant, accurate answers based on your knowledge.
- Contextual Delivery (The Widget): Deliver knowledge directly within workflows or interfaces.
- Integrations: Connect with support tools like Zendesk, Salesforce, Freshworks, etc.
- Analytics: Measure the impact and usage of knowledge content.
- Automation: Implement process automation within support workflows.
- Personalization: Target content based on user data and situation.
Use Cases
- Empowering customer self-service support.
- Providing knowledge assistance for support agents.
- Onboarding new users with guided tours.
- Troubleshooting complex customer issues.
- Creating AI-powered chatbots for instant answers.
- Reducing agent training and ramp-up time.
- Improving support ticket resolution times.
- Building internal knowledge bases for teams.
FAQs
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What are guide views and what happens if I exceed the limit?
Guide views count the number of guides viewed by non-team members (customers/users). If you exceed your monthly limit for two consecutive months, you will be upgraded to an appropriate plan after advance notification via email. -
What happens after the free trial expires?
After the 14-day free trial of the Small Business plan, if you don't upgrade to a paid plan, your account automatically downgrades to a Basic plan. This free plan retains guides built during the trial and includes 400 guide views/month, 5 published guides (single language, up to 100 steps each), and 1 team member.
