INSUBCONTINENT EXCLUSIVE:
French startup Stonly wants to empower users so that they can solve their issues by themselves
of support for a big enough service, chances are your customers often face the same issues
Many companies have built help centers with lengthy articles
The service lets you create scripted guides with multiple questions to make this process less intimidating
Some big companies have built question-based help centers, but Stonly wants to give tools to small companies so they can build their own
scenarios.A Stonly module is basically a widget you can embed on any page or blog
It works like a deck of slides with buttons to jump to the relevant slide
Companies can create guides in the back end without writing a single line of code
You can add an image, a video and some code to each slide.At any time, you can see a flowchart of your guide to check that everything works
see how you can improve them
Stonly lets you see if users spend more time on a step, close the tab and drop in the middle of the guide, test multiple versions of the
same guide, etc.But the startup goes one step further by integrating directly with popular support services, such as Zendesk and Intercom
For instance, if a user contacts customer support after checking a Stonly guide, you can see in Zendesk what they were looking at
Or you can integrate Stonly in your Intercom chat module.As expected, a service like Stonly can help you save on customer support
If users can solve their own issues, you need a smaller customer support team
Dashlane is a good example of that
Fogel previously co-founded Dashlane before starting Stonly
So the onboarding experience is key with this kind of product.Stonly is free if you want to play with the product and build public guides
But if you want to create private guides and access advanced features, the company has a Pro plan ($30 per month) and a Team plan (starting
at $100 per month with bigger bills as you add more people to your team and use the product more extensively).The company has tested its
product with a handful of clients, such as Dashlane, Devialet, Happn and Malt
And Stonly is currently part of the Zendesk incubator at Station F.
