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Stonly- Features, Pricing & Deals

Stonly is a robust knowledge management platform designed to streamline customer service operations and cut support costs. Widely adopted across various industries, Stonly enables both agents and customers to navigate complex processes seamlessly through its suite of powerful features.

One of Stonly's standout features is its ability to create interactive guides, walkthroughs, and checklists tailored to each customer's unique needs. Additionally, the platform offers support agent decision trees that aid in accurate decision-making without extensive training. Stonly’s AI Answers feature leverages an existing knowledge base to provide instant, precise responses to customer inquiries, enhancing self-service capabilities.

Stonly delivers contextual knowledge in real-time, ensuring that users have access to pertinent information at the right moment. The platform also accelerates agent onboarding by integrating training into the workflow, reducing the need for classroom sessions. Seamless integration with ticketing tools like Freshdesk and Zendesk allows agents to access critical information without needing to switch tabs.

Other key features include automated ticket triage through interactive guides and conditional branching, as well as tools for feedback collection and impact measurement. Stonly supports a variety of use cases, from customer self-service and support agent guidance to troubleshooting and new user onboarding.

The benefits of using Stonly are measurable: resolution times can drop by up to 20%, support tickets can be reduced by up to 50%, and new agents can ramp up more than 50% faster, all contributing to improved customer satisfaction.

While specific pricing details are not listed online, potential customers are encouraged to contact Stonly directly or request a demo to understand the costs tailored to their needs. With its comprehensive features and user-centric design, Stonly proves to be an invaluable tool for enhancing support efficiency and customer satisfaction across various sectors, including contact centers, insurance, financial services, and retail.

Features

  • Interactive Guides and Knowledge Base: Guides, Walkthroughs, and Checklists adapt to each customer's needs and situation, helping agents and customers navigate complex processes more easily.
  • Decision Trees: Interactive decision trees guide agents through the resolution process, enabling accurate decisions without extensive training.
  • AI Answers: AI-powered self-service leverages existing knowledge to provide instant, accurate answers to customer queries, supporting both simple and complex questions.
  • Contextual Knowledge Delivery: Real-time guidance delivers knowledge contextually, ensuring agents and customers receive the right information at the right time, integrated into daily workflows.
  • Agent Onboarding and Training: Onboarding in the flow of work allows new agents to learn processes while resolving tickets, reducing the need for extensive classroom training.
  • Integration with Support Tools: Seamless integration with support tools like Freshdesk and Zendesk enables agents to access guides and decision trees directly within their ticketing software.
  • Automations and Conditional Branching: Automated ticket triage and qualification based on choices made within guides, with conditional and automated branching for complex scenarios.
  • Feedback and Measurement: Tools for feedback collection and impact measurement help maintain accurate and up-to-date knowledge content.
  • Customer Knowledge Base: Empowers customers with self-serve support through AI-powered tools and interactive guides.
  • Support Agent Knowledge: Enhances agent productivity with step-by-step guides and decision trees for quick and accurate ticket resolution.
  • Self-Serve Troubleshooting: Interactive troubleshooting wizards guide customers through resolving common issues.
  • New User Onboarding: Interactive product onboarding helps users familiarize with products through guided tours and interactive processes.
  • Reduced Resolution Time: Helps reduce resolution time by up to 20%, enabling faster issue resolution.
  • Decrease in Support Tickets: Decreases support tickets by up to 50% by empowering customers to self-serve effectively.
  • Faster Agent Ramp Time: New agents can ramp up faster, with some companies reporting over 50% reduction in onboarding time.
  • Improved Customer Satisfaction: Increases customer satisfaction by providing accurate and timely support.
  • Interactive Features: AI Answers, Inputs, and Checklists help agents and customers find the right solutions quickly and efficiently.
  • Centralized Knowledge Management: Maintains knowledge in a central place and distributes it where needed, ensuring real-time access to information.
  • Data-Driven Insights: Uses data to surface the right content every time, ensuring the most relevant information is available.
  • Industries and Applications: Contact Centers, Insurance, Marketplaces, Banks & Financial, and Retail can leverage features for improved customer service efficiency and reduced support costs.

Pricing

  • To obtain detailed pricing information for Stonly, you need to contact them directly or request a demo. The company customizes costs based on the specific needs and requirements of your business, ensuring you get the most relevant package.
  • The platform does not list explicit pricing in dollars on the website, indicating a tailor-made approach to pricing rather than a one-size-fits-all model.
  • Requesting a demo via their website will connect you with a team member who can provide insights into the potential impact and costs tailored to your company's needs.
Last Updated
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September 3, 2024 12:23

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