The French startup Stonly wants to enable users to solve their own problems. Instead of relying on account managers, Stonly wants to display relevant content so you can understand and solve problems.
"I try to adopt the opposite attitude of chatbots," said founder and CEO Alexis Fogel Problem [with chatbots] is that the technology is not good enough and you often look up help. "
If you are responsible for supporting a sufficiently large service, your customers are likely to experience the same problems many times. Many companies have set up help centers with long items, but most customers do not leaf through these pages when they encounter a problem.
That's why Stonly believes that you need to make this experience more interactive. Several questions to make this process less intimidating: some large companies have set up question-based help centers, but Stonly wants to provide tools to small businesses with them create their own scenarios.
A stonly module is b A widget that you can embed in any page or blog. It works like a folio deck with buttons to jump to the appropriate slide. Businesses can create manuals in the backend without writing a single line of code. You can add a picture, video, and code to each slide.
You can always see a flowchart of your manual to see if everything works as expected. You can also translate your manuals into multiple languages.
When you're done and the module is online, you can revisit your manuals and see how you can improve them. With Stonly, you can see if users are spending more time on a step, close the tab, and find themselves in the middle of the manual, testing multiple versions of the same manual, and so on.
However, the startup process goes one step further by going straight into popular is integrated support services such as Zendesk and Intercom. For example, if a user turns to Customer Support after checking a Stonly manual, you can see what he's looking at in Zendesk. Or you can integrate Stonly into your Intercom chat module.
As expected, a service like Stonly can help you with customer support. If users can solve their own problems, you need a smaller customer support team. But that's not all.
"It's not just about saving money, it's about improving commitment and support," Fogel said.
Password Manager company Dashlane is a good example of this. Fogel co-founded Dashlane before founding Stonly. And it's one of Stonly's first customers.
"Dashlane is addictive, but the main problem is that you want to help people get started," he said. It is true that it can be difficult to understand how to use a password manager if you have not used one in the past. The onboarding experience is critical to this type of product.
Stonly is free if you want to play with the product and create public tutorials. However, if you want to create private tutorials and access advanced features, the company has a pro plan ($ 30 per month) and a team plan (starting at $ 100 per month with higher bills, if you are your team member) Add more staff and use the product more extensively).
The company has tested its product on a handful of customers including Dashlane, Devialet, Happn and Malt. The startup has won an unknown starting round from Eduardo Ronzano, Thibaud Elzière, Nicolas Steegmann, Renaud Visage and PeopleDoc co-founders. And Stonly is currently part of the Zendesk incubator at Station F.