Stonly Call Scripting Software

Stonly is focused on enhancing knowledge management within the realm of customer service, delivering tools and solutions designed to improve support for both customer service agents and customers alike. The company's emphasis is on delivering knowledge in a contextual manner, ensuring that it is utilized more effectively. Stonly aims to empower agents by providing them with the guidance necessary to solve tickets efficiently within their workflow. Additionally, the company recognizes the importance of self-service, enabling customers to find solutions independently whenever they need assistance. By leveraging data to surface the most pertinent content at the right time, Stonly seeks to streamline the resolution process and enhance the overall customer service experience.

Stonly's suite of products and services revolves around the use of interactive guides and artificial intelligence (AI) to facilitate a better customer experience (CX). These guides are designed to lead customers to resolutions swiftly and on their own terms, incorporating engaging, step-by-step instructions that are customized with relevant media. This approach ensures each step in the troubleshooting or informational process is not only relevant but also personalized, elevating the level of respect and satisfaction experienced by customers. Furthermore, Stonly harnesses AI to transform knowledge base content into instant, accurate answers, tailoring responses to each individual customer's query or need. This technology deeply understands the queries posed and either provides straightforward answers or directs users to the appropriate guide, further optimizing the support experience. Through these tools, Stonly introduces an innovative way to handle customer queries by combining interactive content with AI-driven insights, ensuring support is both efficient and effective.

Stonly.com offers solutions designed to enhance the customer service and interactive customer experience (CX) journey through a suite of knowledge management and interactive guide capabilities. Here are the main features and services provided by Stonly.com, aimed at business users evaluating the platform:

1. **Contextual Knowledge Delivery**: Stonly emphasizes the importance of delivering knowledge at the right time and place. The platform enables businesses to provide agents with the necessary guidance to solve tickets promptly and empowers customers to self-serve when they need assistance. This approach ensures that the knowledge content is not only comprehensive but also accessible and effective.

2. **Interactive Customer Experience (CX)**: Stonly sets itself apart by offering interactive CX that guides customers to success efficiently and on their own terms. This includes engaging, step-by-step guides enriched with relevant media, allowing for a learn-and-do approach. This model adapts to customer needs and ensures each step is relevant and personalized, enhancing overall customer respect and satisfaction.

3. **Feedback Surveys and Tailored Experiences**: The platform allows businesses to launch NPS (Net Promoter Score) and customer feedback surveys across different touchpoints. These tools are designed to gather real-time responses and enable businesses to offer tailored experiences based on the feedback received, ensuring a responsive and adaptive service offering.

4. **Content Creation and Management**: At the heart of Stonly is its robust content creation and management capabilities. The platform is described as ideal for content that aims to educate, guide, and assist, simplifying the process of publishing effective and helpful content. This feature is crucial for businesses looking to maintain an up-to-date and accurate knowledge base for both customer service agents and customers.

5. **Onboarding Checklists and Analytics**: For businesses looking to streamline their onboarding process, Stonly offers tools to build onboarding checklists from scratch or use provided templates. Furthermore, the platform enables the setting of task completion conditions and the monitoring of analytics for all checklists, providing valuable insights into the effectiveness of onboarding efforts.

Stonly offers several pricing plans for users looking to employ its guide creation and knowledge management software.

1. **Basic Plan**: This plan is free and allows users to maintain guides created during a trial period. It includes features like embedding guides anywhere on a website but comes with limitations such as support for only 5 published guides, Stonly ads displayed within guides, a limit of 1,000 guide views per month, support for only one team member, and multilingual support is not available.

2. **Startup (Help Content) Plan**: Priced at $29.00 per month, this plan is designed for startups focusing on help content.

3. **Small Business Plan**: When billed monthly, this plan costs $249, and for annual billing, it comes down to $199 per month. Features unlocked include creating unlimited guides, multilingual support, SEO customization, versioning, custom branding, integrations (Zapier, Segment, Rubberstack, and Freshpaint), targeting based on user data, in-guide personalization variables, and comprehensive analytics.

4. **Enterprise Plan**: This plan is customizable according to the business's needs, suggesting flexible pricing based on the specific features and scale required by the organization.

Additionally, Stonly offers a 14-day free trial for the Small Business plan to test its features before committing to a paid plan. If a user surpasses their subscribed plan limits for two consecutive months, they will be automatically upgraded to an appropriate plan with prior email notification from Stonly concerning the pricing plan changes.

Stonly.com serves a variety of customers, offering solutions tailored to their unique needs. Evabot, an AI-powered Rapport Enablement platform, leverages Stonly to offer automated, personalized in-app guidance that scales onboarding, adoption, and support to every customer. Through Stonly’s platform, Evabot has managed to automate onboarding for various subscription types, facilitating a more efficient and empathetic customer onboarding experience. This implementation has led to a significant reduction in chat support queries and an improvement in activation rates, highlighting Stonly's impact on customer engagement and support efficiency.

Another notable client is Testable, an all-in-one behavioral research platform utilized by universities for conducting experiments. Testable faced challenges with decentralized help content, which resulted in customer dissatisfaction and an influx of low-quality support tickets. By integrating Stonly’s modular, adaptable guides directly within their app, Testable managed to centralize and streamline their support content, thereby enhancing the customer support experience. The solution has enabled customers to self-solve issues more effectively, significantly reducing the volume of repetitive support tickets and allowing the Testable team to focus on handling more complex inquiries.