Stonly
Interactive knowledge base platform that creates step-by-step guides for customer self-service and support team efficiency.
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Product Overview
What is Stonly?
Stonly is a knowledge management platform designed to transform traditional static help documentation into interactive, step-by-step guides. The platform specializes in creating engaging decision trees and guided workflows that help customers resolve issues independently while simultaneously empowering support agents with structured troubleshooting resources. Unlike conventional knowledge bases that rely on lengthy articles, Stonly's format breaks down complex processes into digestible, actionable steps that users can follow sequentially. The platform serves dual purposes: reducing support ticket volume through enhanced self-service capabilities and improving agent performance through structured internal knowledge resources.
Key Features
Interactive Guide Builder
Visual editor for creating step-by-step guides with decision trees, checklists, surveys, and automation without coding requirements.
Contextual Deployment
Multiple trigger options including pills, banners, hotspots, and tooltips to deliver guidance exactly where users need it within applications or websites.
Advanced User Segmentation
Comprehensive targeting system using custom properties, user attributes, and behavioral data to deliver personalized content experiences.
Unified Analytics Dashboard
Detailed insights into guide performance, user engagement patterns, and identification of common friction points in customer journeys.
Multi-Channel Integration
Seamless embedding capabilities across help centers, websites, and applications with extensive integrations for help desk tools like Zendesk and Freshdesk.
Use Cases
- Customer Self-Service Support : Enable customers to resolve common issues independently through interactive guides, reducing support ticket volume and improving satisfaction.
- Agent Knowledge Enhancement : Provide support agents with structured troubleshooting workflows and internal knowledge bases to improve response consistency and reduce resolution time.
- User Onboarding Optimization : Create guided product tours and onboarding sequences that help new users understand features and achieve initial success milestones.
- Process Documentation : Transform complex business processes and procedures into clear, followable interactive guides for both internal teams and external users.
- Help Center Modernization : Upgrade existing static documentation with interactive elements to improve user engagement and information retention rates.
FAQs
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