Name: Stonly
Rating: 4.8 (92 reviews)

Overview

Product Information on Stonly

Updated 13th October 2025

What is Stonly?

Stonly is a software designed to facilitate interactive guides, onboarding solutions, and knowledge management for businesses. The software enables organizations to create step-by-step tutorials, FAQs, and support documentation that can be embedded within websites, applications, and support channels. Stonly allows customization of content, integration with customer support platforms, and the delivery of targeted guides based on user behavior. The software supports features such as decision trees, multimedia elements, and analytics to optimize user engagement and self-service effectiveness. It addresses common business challenges related to customer support efficiency, reducing manual assistance, and improving user understanding of products or services.

Overall experience with Stonly

Product Manager

50M - 250M USD, Media

FAVORABLE

“Responsive Support and In-Platform Guidance Differentiate Stonly Approach”

5.0

Mar 6, 2026

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.

Global Head of Customer Support

<50M USD, Software

CRITICAL

“Simple Interface with Excellent Support, But Knowledge Base Needs Improvement”

3.0

Jun 3, 2025

Easy to use, great contact with the support and contact persons, keep upgrading and adding new features.

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

Company type

Private

Year Founded

2018

Head office location

Paris, France

Number of employees

51 - 200

Website

https://stonly.com

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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

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.

A lot of functions that helps us in our daily work, easy to use and keeps developing.

The ease of use for the back-end and the front-end is exceptional. If you know how to write and organise a knowledge base, you can make it happen with Stonly. Stonly is versatile when it comes to connecting to other apps such as Zapier for automations. I also like how we can embed guides on different websites. The Stonly team puts a lot of work into customising the look of our knowledge base to match our branding.

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.

Would like to have drag and drop for the guides in the knowledge base. The in app functions doesn't really work for us.

I would like Stonly to offer a broader variety of paid add-ons. Some plans are 'all or nothing', which, I think, is not helping our needs. For example, the AI capabilities are not at the level that we want yet. However, we do have to pay for the entire package, and we cannot pay for a few of the features. Moreover, something as basic as sending images through forms is not possible without paying for the full 'API Calls' package, even if we are not planning on using it at all besides sending a few files a month. Moreover, we would like to see support for more middleware tools and integrations in general.

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Stonly Reviews and Ratings

Recommended Gartner Insights

Market Guide for Digital Adoption Platforms

50M-1B USD

Media

Review Source

Responsive Support and In-Platform Guidance Differentiate Stonly Approach

Mar 5, 2026

Customer Support Agent (Tier 2)

Energy and Utilities

Positive Experience with Stonly, but Paid Add-On Options Could Be Broader

4.0

Dec 11, 2025

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 USD

Retail

Backend Editor Offers Flexibility and freedom, front end fantastic for users to solve problems

Feb 17, 2026

Fantastic and intuitive backend editor, very customizable, fantastic support team well able to handle any issues that might arise when working with their product

MANAGER, CUSTOMER SERVICE AND SUPPORT

Software

Stonly Simplifies Guided Experiences

Nov 14, 2025

Great experience! I was the initial driver at my previous role to have Stonly replace our current support center and system, and from Sales to Implementation it was very positive.

Instructional Designer

10B+ USD

Stonly Snippets Feature Enhances Content Reusability and Efficient Information Management

Oct 6, 2025

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.