The Challenge

Offering high-quality 24/7 customer support to thousands of users was complex to scale.

Personio aims to support its users whenever they need assistance. Each of the company’s end-user groups requires varying levels of support. While effective in-app self-service would suit many of its users, the company’s former tool landscape created a fragmented experience.

When users reached out, agents had to assess and manage support tickets manually. Unfortunately, this led to unnecessary rerouting, resulting in unnecessary resolution times for customers. Since the company strives to provide a seamless experience for customers, the team wanted to avoid rerouting them by matching them with the most suitable agents as fast as possible.

Personio recognized the need for a more effective solution. They needed an adaptive CX platform to save customers time by enabling them to self-solve more effectively and automatically route tickets when customers reached out for help.

Solution

A CX platform that provides powerful in-app self-service and ticket qualification.

Personio launched Stonly as part of the company’s Find Answers experience in their app and created user-specific interactive guides to act as the first touchpoint. Stonly helps provide effective and targeted support experiences that also address the need for data protection, which is crucial for Personio. Individual users are provided with easy self-serve support or routed to the correct next step as necessary.

Account owners can reach the Personio support team via an easy-to-use contact form that helps qualify and route their tickets to the right agent and team. As a result, agents can offer the best experience to customers without having them wait to be rerouted to the correct agent. 

Additionally, Stonly integrates with the company’s existing tools and enables relevant information sharing between platforms. The data from the Stonly contact form integrates directly with Personio’s Zendesk tickets, allowing agents to get real-time, contextual information to enrich the customer experience by:

• Reducing the time customers need to spend with support
• Helping customers become experts on the platform more easily
• Giving customers faster and more qualified support that often resolves the issue in the first answer

Stonly’s intuitive guide editor makes it easy for content creators to quickly build, manage, and edit support content. Today, product and support teams can collaborate on creating great self-serve experiences with minimal training or coding.

Results

Added value to the customer experience by making it easier for users and agents to resolve issues quickly.

With Stonly, 70% of Personio users who attempt to self-serve find the help they seek, resulting in fewer tickets and incredible customer support experiences. Agents can focus on providing the best customer support experience for more complex cases or when self-service is insufficient.

Stonly’s custom contact forms help the company categorize and route tickets to the right agents. Powerful integrations with tools like Zendesk help contextualize information for agents directly within their ticket window. Agents can access user history and other relevant customer information without opening multiple tabs.

Working with Stonly

“Stonly is more than just a good product. It enables our customers to find answers faster and agents to become experts in specific areas to improve our customer experience even further. What sets the platform apart is Stonly’s customer-first mentality, which is even more impressive than the product.”

~Marco Ricciardi, Senior Program Manager

As they continue to find use cases for Stonly, Personio’s customer support team shared how impactful their partnership with Stonly has been. Personio wanted a tool that would grow with them and credit Stonly’s customer service for always being responsive and collaborative no matter the complexity of their query.

Not only did Stonly listen closely to Personio’s product feedback, but they also demonstrated their commitment by finding innovative workarounds whenever challenges arose. Stonly's unwavering dedication to addressing every request from Personio showcases their exceptional responsiveness and true spirit of partnership.

Stonly's role went beyond being just a service provider; they became advisors in shaping Personio's approach. By offering insights on effectively structuring their content, Stonly enhanced the overall effectiveness of Personio's support operations. This partnership vividly shows how collaboration, customization, and guidance can create a remarkable success story.