The Challenge

Scaling Support While Ensuring Consistency and Speed

Fastned's support team assists customers with troubleshooting charging station issues across phone, email, and WhatsApp, handling everything from routine inquiries to complex incidents.

As the team doubled in size over the past year, onboarding new agents became an ongoing process. Agents needed a more streamlined way to access information, as knowledge was spread across multiple sources. Centralized guidance could empower new agents to handle inquiries independently, reducing reliance on senior teammates and ensuring faster, more consistent resolutions.

Because of the specifically required knowledge about the market, agents needed to quickly gain expertise in Fastned’s advanced back-office tool, which required both industry and company-specific knowledge to navigate effectively.

Fastned needed a solution to ensure a single source of truth, streamline onboarding, and provide decision-tree guidance to ensure agents could handle every customer scenario consistently and confidently.

Solution

A Knowledge System That Empowers Agents

Agents can quickly access the right information when they need it, thanks to Stonly’s interactive knowledge base and Zendesk integration.

To improve consistency across channels, Stonly’s decision trees guide agents through customer interactions with clear, step-by-step instructions. These decision trees have proven especially valuable in high-stress scenarios where quick, accurate responses are critical. Fastned has created decision trees covering a variety of topics, including troubleshooting charging station issues, managing accounts, and internal escalations.

For more complex situations, agents can escalate tickets effortlessly with Stonly’s Zapier integration. By filling out a simple Stonly form, data is seamlessly transmitted to the preferred tools of tier 2 teams or other departments.

To keep knowledge accurate and effective, agents can leave instant feedback on guides, enabling the team to refine content as needed.

The Fastned team plans to launch a Stonly-powered onboarding guide for their internal back-office tool. This guide will help new agents use the tool from day one. To improve navigation and troubleshooting, contextual content will be displayed in a pill directly within the tool.

Results

Faster Onboarding, Higher Consistency, and Lower Handle Times

Stonly has significantly improved Fastned's support operations by:

• Reducing onboarding time by 50%. New agents are now ready to take their first call within one week. When necessary, internal colleagues can be onboarded in just one hour to provide support during ticket volume spikes.
• Delivering more consistent responses with the right tone of voice across channels by using a single source of truth, preventing conflicting or outdated information.
• Accelerating response times by empowering agents to find solutions quickly without hunting through multiple sources or relying on colleagues. Agents are now more confident, independent, and efficient in handling customer inquiries.

“With Stonly, it’s simple to create content that many people can easily understand. It’s invaluable as our team grows, helping us quickly share knowledge and maintain a consistent tone of voice.”

~Daniel Vischjager, Customer Support Agent at Fastned