The Challenge

Overwhelming help center articles discouraged customers and amplified ticket volume

CyCognito is a highly-complex security software that features a broad customer base with diverse use cases. They needed to build a help center so their less technical customers could implement the product faster. Daniel Avissar, Knowledge Manager and Technical Writer at CyCognito, built an exhaustive help center filled with lengthy articles that included every possible situation and outcome.

Despite the very good effort Daniel put into covering all bases in their new help center content, CyCognito still saw increased ticket volume and frustrated customers. It was too detailed and difficult to navigate. Submitting a ticket just felt easier.

CyCognito’s customer teams were frustrated because they spent a lot of time repeatedly answering the same questions. Most of the answers were buried in overwhelming articles. Instead, they wanted to focus more on the sophisticated technical support scenarios for which they were trained.

Daniel knew he needed to shift from a “long-winded and clunky” format to a more interactive and digestible experience to enable customers to self-solve and deflect tickets at scale.

The Solution

Transform help center articles with step-by-step, adaptive guides

After trialing several content management systems and support tools, Daniel chose Stonly for its easy-to-consume, modular formats that present information in an ideal way for each customer's unique needs. Stonly’s “very easy and straightforward implementation” enabled Daniel and his team to fully migrate support content from their old solution to a custom Stonly Knowledge Base comprised of step-by-step guides.

Stonly Guides help customers find the exact information they need quickly and easily. This format helped CyCognito take complex, technical concepts and break them down into steps that adapt to the customer’s selections to provide them with the most relevant solution for their situation and persona.

To place this self-serve guidance right where customers needed help, CyCognito used the Stonly Widget and Triggers to integrate their entire knowledge base in their app and styled it to reflect their brand—all with no code. They can also place specific guides at the exact point where customers are most likely to need help. CyCognito also uses pathed guided tours for their three primary personas to show customers how to use the product, expand product usage, and explain new features and updates.

The Results

Customers submit fewer tickets so support can focus on tickets that genuinely require human help

With Stonly, self-serve support is the most convenient option. CyCognito customers happily resolve more issues independently because Stonly Guides break down complex, technical concepts into steps that adapt to each customer. Putting these guides in-app at the point of pain has proactively reduced customer frustration.

Support and success teams are happier and can take the time to be more consultative with customers now that they are no longer trying to keep up with an overwhelming ticket queue.

Stonly's human-centric, step-by-step format has also helped Daniel level up his work as a writer. When building content, he knows he needs to keep things brief—something long, static articles never helped him do. "As a writer, I just write and write, and my biggest challenge at the end of the day is throwing out 75% of what I have written just to keep the content brief, clear, and relevant. Stonly definitely helps me solve that issue."

Working with Stonly

Stonly and CyCognito have a close partnership and meet regularly to share best practices and gather feedback. Stonly’s development team implemented many of the feature ideas from CyCognito to enhance custom contact forms and guided tours. Whenever product improvements or bug fixes are requested, Stonly is fast to ship them due to the team’s flexibility and agility to prioritize and improve our product based on customer needs.