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
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Key Insights
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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.
Decision trees and automations have helped us play an instrumental role in ensuring our team has all the tools necessary to be successful and support our active Member base. I love that Stonly always takes feedback from its clients and works to implement new features based on this feedback.
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.
I wish some of the support articles were more up to date as we've come across some that have outdated steps/procedures. This can make it challenging to leverage new and existing features due to lack of comprehension on our end and incorrect information online. I do wish some of the articles weren't so technical or coding heavy - for users who are not strong in coding, it can lead to a gap in understanding how to set up and apply the feature.
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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. - Content Writer & Process Improvement Specialist50M-1B USDHealthcare and BiotechReview Source
Decision Trees Aid Teams While Technical Articles Challenge Some Stonly Users
Overall, Stonly is a game changer! Stonly is an excellent KB platform and it's allowed us to streamline a ton of our processes for support agents, leadership teams, retail and logistics. - 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 USDSoftwareReview Source
Stonly Simplifies Support Center Setup But Faces Analytics and Integration Limits
I used Stonly to set up a new support center and documentation process for a subscription based software. My experience with Stonly from initial Sales to launch was fantastic, and the product itself is very straightforward, easy to customize and launch. - 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.