Stonly

## Overview Stonly is a knowledge management platform designed to improve customer service operations by providing tools for creating, managing, and delivering interactive guides and knowledge. The platform aims to facilitate customer self-service and enhance the efficiency of support agents. It supports the creation of step-by-step explanations and guides, which can be deployed for both internal agent use and external customer access. Stonly integrates with various help desk systems and incorporates AI capabilities to assist with knowledge delivery and agent support. ## Key Features * **Interactive Guides and Knowledge Base:** Stonly allows users to create articles and interactive, step-by-step guides. These guides can be used for customer self-service or to assist support agents in following complex processes. * **AI Integration:** The platform includes a Conversational AI Bot that provides answers based on verified knowledge. It also offers AI Agent Assist features for summarizing tickets, suggesting resolutions, and generating responses. Stonly states its API preserves guide structure for improved LLM performance if using external AI providers. * **Agent Support Tools:** Features are designed to help support agents find information quickly and follow processes. This includes in-workflow guidance and tools to reduce resolution times and errors. * **Customer Self-Service:** Stonly enables the creation of self-service resources to help customers resolve issues independently, aiming to decrease support ticket volume. * **Scalable Knowledge Management:** The platform offers features for managing knowledge at scale, including versioning, access rights, workflow editors, content segmentation, and custom reporting. * **Integrations:** Stonly integrates with various help desk and CRM platforms such as Zendesk, Freshdesk, Salesforce, and ServiceNow. ## Who It's For Stonly is designed for businesses looking to optimize their customer support and service operations. This includes organizations aiming to: * Reduce the volume of support tickets through improved self-service options. * Decrease customer support resolution times and agent errors. * Streamline agent onboarding and training processes. * Provide consistent and accurate information to both customers and support agents. * Leverage AI to enhance knowledge delivery and agent productivity. ## Notable Strengths Stonly emphasizes its ability to create interactive and structured guides, which can be more effective than traditional knowledge base articles for complex processes. The platform's integration with AI aims to provide reliable answers and automate aspects of agent workflows. Stonly reports metrics such as an 80% decrease in support tickets and a 20% reduction in resolution time, based on customer testimonials. Its integration capabilities with common help desk systems allow for embedding knowledge directly into existing support workflows. The platform also offers a free tier for small businesses, providing access to its interactive guide editor.