INSUBCONTINENT EXCLUSIVE:
Stonly is building a service for customer support teams so that they can share step-by-step guides to solve the most common issues
The startup just raised a $3.5 million funding round led by Accel with business angels also participating, such as Eventbrite CTO Renaud
Visage and PeopleDoc founders Jonathan Benhamou and Clément Buyse.
The startup isn&t building a chatbot for customer support — chatbots
usually don&t understand what you mean and you end up contacting customer support anyway
Stonly believes that scripted guides with multiple questions work much better than both chatbots and intimidating knowledge bases.
But the
company is well aware that it isn&t going to replace Zendesk or Intercom overnight
That why a Stonly guide is a module that you can embed in your existing tools
The startup currently supports Intercom, Zendesk, Freshdesk and Front.
This way, if somebody contacts you on Front or Intercom, you can
reply with a Stonly guide to help your users solve their own issues (at least if it a common issue)
Stonly is also launching its own more traditional knowledge base powered by Stonly guides so that your client can access common questions
through a chat widget.
Putting together a Stonly guide doesn&t require any technical skills
After defining the steps, you can write text, add images, videos and buttons in a web interface
Stonly also supports translations.
And it been working well for the startup first clients
For instance, Dashlane noticed a 25% decrease in opened tickets for their most frequent issues after using Stonly
Other clients include Devialet, Happn and Calendly.
With today funding round, the startup is expanding to the U.S
with a new office in New York and David Rostan joining as head of revenue — he was previously VP of Sales and Marketing at
Calendly.
Stonly lets you create interactive step-by-step guides to improve support
