The Challenge

Scale support rapidly in anticipation of a major software update for thousands of customers

Devialet is a luxury brand with 15 years of expertise in acoustical engineering, delivering technically sophisticated products with a very high standard for customer experience and service. It’s vitally important for them to deliver quality across the business, but as a global brand it was challenging for Devialet to stay on top of constant troubleshooting and setup inquiries while also delivering a deeper level of service to customers.

Customers were ignoring existing static articles in Devialet's Zendesk help center, and instead going straight to the "contact support" button, creating tickets rather than digging through long-winded, static articles that were frustrating and dismissive to their unique needs. Mounting ticket volume led to a lengthy process for support agents, both when redirecting tickets to the right place, or when responding to topics outside their immediate knowledge. This resulted in longer resolution times and agents feeling stretched too thin, unable to dedicate time offering above-and-beyond customer service.

When it came time to perform a critical, large-scale firmware migration across their entire product line, Sébastien Faure, Devialet’s Head of Customer Service, knew his team had to be more efficient with their technical support, while maintaining the level of personalization that consumers expect from a luxury brand. He needed to deliver guidance that was digestible and highly personalized to fit each specific product and its unique migration procedure.

The Solution

In just a few days and without needing development or design work, Devialet's customer support team created an interactive migration and troubleshooting guide that covered all scenarios

Stonly's unique step-by-step interactive guides were the only way Sébastien saw he could deflect tickets at scale and streamline how support agents worked – all while offering a top-tier, concierge-level self-serve experience.

With unique paths and instructional screenshots for each product type, Devialet's support team created a robust self-serve migration and troubleshooting guide that they were able to deploy quickly, saving them hours and hours of work. Support content that was originally static and overwhelming to customers was broken down into simple, step-by-step guides that adapt to the customer’s selections, creating a personalized path to their right answer. Stonly’s step-by-step and adaptable pathing allowed for a single guide to lead over 10,000 customers successfully through the firmware migration process, no matter what type of Devialet product they owned.

Devialet then published an intuitively structured help center, made unique with custom branding and beautiful imagery, and populated with over 50 interactive guides that they auto-translate into multiple languages. Instructional GIFs, product photos, and other multimedia are incorporated into Devialet’s guides for a visually engaging layer of support. Customers can search for answers in the help center or, for added guidance, click the pill on the help center homepage, which suggests guides based on Devialet’s frequently asked questions.

Devialet also integrated Stonly with its Zendesk support software, efficiently reusing their customer-facing content right inside their internal ticket system to help guide agents, who now use Devialet’s knowledge base both as a searchable resource to learn and answer questions and also as a script to deliver fast and consistent troubleshooting resolution.

The Results

90% of expected tickets deflected, and powerful self-serve support that continues to reduce tickets without compromising Devialet's luxurious customer experience

Stonly's unique self-serve guidance reduced an expected ticket volume of 10,000 by more than 90% during the firmware migration. Since implementing Stonly, Devialet has tracked higher guide completion rates and continues to see a decrease in new tickets as a result. The support team loves that the guide editor makes it easy to build and manage high-impact self-serve support content, quickly. And Stonly’s no-code implementation allows for “very quick and simple” updates. Using Stonly insights, Devialet continues to monitor and analyze customer interactions to ensure customers are being served the most relevant content, even at a large scale.

Devialet's support team is thrilled that they don't have to compromise between giving customers a luxurious experience and offering powerful self-serve support with Stonly. Both customers and agents are spending far less time in the troubleshooting process, resulting in high levels of customer and agent satisfaction. And agents now have more time to deliver a superior customer experience, while customers have more time to enjoy the ultimate audio experience with their Devialet product.