Stonly is a SaaS knowledge management platform designed for customer service teams. It enables organizations to create and deliver interactive, step-by-step guides, decision trees, AI-powered answers, automations, checklists, and knowledge bases. These resources are accessible to both customers and support agents, helping to improve customer self-service, speed up agent onboarding, and ensure accurate, consistent support. Stonly integrates with popular support tools like Zendesk and Freshdesk, allowing agents to access relevant knowledge without leaving their workflow. The platform emphasizes process automation, personalized knowledge delivery, and actionable content to reduce support costs and enhance customer satisfaction.

Key Features

Interactive Step-by-Step Guides

• Build detailed, easy-to-follow instructions for customers and agents.
• Supports conditional logic and branching for complex processes.

Decision Trees

• Guide users through troubleshooting or decision-making processes.
• Automate next steps based on user input.

AI-Powered Answers

• Provide instant, context-aware responses to common questions.
• Reduces repetitive queries for agents.

Knowledge Base Management

• Centralize and organize support content for easy access.
• Personalize knowledge delivery based on context or user role.

Automations

• Automate ticket triage, qualification, and routine processes.
• Integrate with support platforms to trigger actions directly from guides.

Integrations

• Seamlessly works with Zendesk, Freshdesk, Salesforce, and other tools.
• Keeps agents in their primary workflow while accessing Stonly content.

Onboarding and Training

• Accelerate new agent ramp-up with embedded training guides.
• Reduce onboarding time and improve knowledge retention.

Benefits

Faster, More Accurate Support

• Reduces time to resolution by guiding agents and customers to the right answers.
• Ensures consistency in support delivery.

Improved Customer Self-Service

• Empowers customers to solve issues independently.
• Decreases ticket volume and support costs.

Enhanced Agent Productivity

• Minimizes context switching with in-app guidance.
• Reduces onboarding and training time for new agents.

Process Automation

• Automates repetitive support tasks and workflows.
• Frees agents to focus on complex, high-value interactions.

Personalized Knowledge Delivery

• Delivers relevant content based on user, ticket, or context.
• Increases usage and effectiveness of support resources.