Overview
Product Information on Stonly
What is Stonly?
Stonly Pricing
Overall experience with Stonly
“Stonly Snippets Feature Enhances Content Reusability and Efficient Information Management”
“Simple Interface with Excellent Support, But Knowledge Base Needs Improvement”
About Company
Company Description
Stonly is the modern knowledge platform for customer service. Drive fast, accurate resolutions with step-by-step guides, decision trees, AI answers, automations, walkthroughs, checklists, and knowledge bases for agents and customers. Using Stonly, your company's critical knowledge is interactive (instead of static) and delivered when and where people need it. That means it gets used much more often and can handle every case that comes its way. Use AI to leverage your knowledge to respond to each request with the ideal solution—be it an easy answer or in-depth guidance. You can control the answers and handle every question well, even the most critical and complex ones. Easily create great knowledge content and keep it up to date and accurate with tools to collect feedback, measure, and improve the impact of knowledge on your business. Integrate with all of your tools and processes: Zendesk, Salesforce Service Cloud, Freshworks, HubSpot, and more.
Company Details
Do You Manage Peer Insights at Stonly?
Access Vendor Portal to update and manage your profile.
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: Stonly
Deciding Factors: Stonly Vs. Market Average
Performance of Stonly Across Market Features
Stonly Likes & Dislikes
Our #1 consideration when considering a new system was, can the help content be presented in-app, and Stonly makes it relatively easy for development teams to insert a script. Our main focus when creating content is to reuse existing content whenever possible and we strive to have a single source for each piece of information. Stonly's new Snippets feature is a game changer because it lets us insert formatted content where we want and we can easily see where that content is inserted. Embedding guides/steps is also a great feature because we can link to content that is related to a topic or that requires more detail/branching than is possible with a single Snippet. Also, Stonly is very simple to use. The features are only where you need them and the interface is not cluttered. This makes it easy to onboard content authors.
A lot of functions that helps us in our daily work, easy to use and keeps developing.
One of Stonly's most powerful features is the ability to create in-platform contextual help and guided tours to display relevant information at the right moment and right place, this is not something traditional KMS offers. Stonly has reinvented how a knowledge base looks, instead of lengthy articles, we build step by step guides which can include branching logic and decision trees so users only see the steps relevant to their situation. Another standout is of course the quality of the customer support I received throughout the implementation phase, it helped us get the most value out of the platform.
The Insights/reporting/metrics could be improved to include clicks on file attachments and hyperlinks (we have a workaround for this), and some of the reports could be included in the Insights area rather than a separate reporting site (going to a different site is better than not having the data). It would be nice if there was more robust image management, like a shared image library and better annotation of images, but there are other tools that can do this, and being able to paste an image directly into Stonly makes it pretty easy. If would be nice if there were more settings to control page presentation, but the things that don't have settings can be controlled in Stonly with custom CSS, and because we only set these once it's not a big deal.
Would like to have drag and drop for the guides in the knowledge base. The in app functions doesn't really work for us.
Stonly offers a lot of power customisation options, however the number of features and configuration options can make the initial learning curve steep, I have spent a fair amount of time exploring the different settings to understand what's the best way to structure guides and triggers. Setting up the proxy knowledge base also took longer than we initially expected, which slowed down the deployment process, the setup phase required more time and coordination on both ends.
Top Stonly Alternatives
Peer Discussions
Stonly Reviews and Ratings
- Instructional Designer10B+ USDRetailReview Source
Stonly Snippets Feature Enhances Content Reusability and Efficient Information Management
Stonly is a well designed application that is intuitive to use. Stonly staff are responsive and knowledgeable. Issues are resolved quickly and new product features arrive frequently and are usually better than what we requested. - Product Manager50M-1B USDMediaReview Source
Responsive Support and In-Platform Guidance Differentiate Stonly Approach
We have had a great experience using Stonly. The platform makes it incredibly easy to create step by step guides for clients and internal teams to look for answers quickly. The biggest benefit is how quickly we can build and update content, and use various types of trigger to push information to our clients proactively. On top of that, the support team has been responsive and helpful whenever we have questions. - Customer Support Agent (Tier 2)50M-1B USDEnergy and UtilitiesReview Source
Positive Experience with Stonly, but Paid Add-On Options Could Be Broader
I am satisfied with the amount of care Stonly has for our operations and use cases. Whenever I can use some help, the team is ready and happy to help me. The continued feature updates Stonly provides are satisfactory. Stonly could do with a broader variety of paid add-ons and with support for more middleware tools. - Manager, Customer Service and Support<50M USDRetailReview Source
Backend Editor Offers Flexibility and freedom, front end fantastic for users to solve problems
Fantastic and intuitive backend editor, very customizable, fantastic support team well able to handle any issues that might arise when working with their product - HEAD OF SUPPLIER OPERATIONS50M-1B USDInsurance (except health)Review Source
Configurable Features and Intuitive Design Enhance Administrator and User Experience
The experience with Stonly has been exceptional, as a result of an excellent intuitive product backed with fantastic post sale support from the Stonly team.