The Challenge

Staying Up-to-Date Across Complex Customer Requirements

Motus faced the challenge of delivering the most up-to-date customer information quickly to its diverse customer base. With over 2,000 customers, each requiring specific support approaches, agents often struggled to find the right information quickly. Their Zendesk knowledge base had comprehensive articles, but it was difficult to search and manage efficiently.

When help center searches fell short, agents relied on Slack to ask colleagues for answers. This slowed response times and sometimes resulted in inconsistent information. The Motus team needed a solution to simplify access to knowledge and ensure accuracy.

Solution

Empowering Agents with Knowledge Where and When They Need Help

After an in-depth review of seven platforms, Motus chose Stonly for its ability to integrate seamlessly with Zendesk, deliver contextual knowledge directly in agents’ workflows, and empower teams to provide tailored support.

Agents now deliver faster, more consistent resolutions using Stonly’s interactive guides. These guides adapt to each specific customer’s situation so agents don’t have to remember everything.

All the information agents need about specific customers, such as policy details, processes that must be followed, and past interactions, is available directly within the CRM via popups. This eliminates the need for agents to search for or memorize details, saving time and ensuring accurate responses.

For tasks with multiple steps or less intuitive processes, hotspots guide agents to the right actions. For example, password resets—a task requiring navigation between multiple pages—are now completed effortlessly, with clear guidance at every step.

Stonly’s Zendesk integration further streamlines the workflow. Guides are embedded in help center articles to replace lengthy text with concise, actionable content. Agents also use embedded forms to flag gaps in knowledge or proactively suggest improvements, enabling continuous refinement of support processes.

Results

Fewer Escalations, Happier Customers, and Smoother Renewals

With Stonly, Motus achieved:

• 85% Reduction in Escalations: Agents deliver more up-to-date, consistent answers, significantly reducing customer obstacles.
• Improved Efficiency: Knowledge is instantly available in the agent’s workflow, removing the need to search or rely on colleagues for answers.
• Stronger Customer Relationships: Tailored support has eliminated obstacles for topics covered by popups, resulting in smoother renewal conversations and a stronger reputation among customers.

Jessica shared:

“Our client-facing teams love how Stonly helps to proactively eliminate issues that could have caused escalations. It helps with revenue.”

Agents now rely on Stonly daily, and feedback from both agents and clients continues to be overwhelmingly positive.

Working with Stonly

Motus was thrilled by Stonly’s ease of use and intuitive setup process. The no-code platform didn’t require any previous technical experience or development assistance to set up. As an established business, the team was confident in Stonly’s ability to provide adequate support and assistance throughout the process. 

This became evident during the sales process and has stayed true throughout the professional relationship. Stonly’s sales and success teams worked tirelessly to build a solution tailored to Motus’s needs, and the possibilities are still growing. 

Motus went live with their first popup in just three weeks. Motus’s Director of Operations set up their implementation herself, with help from the Stonly CSM team and an extensive library of guides and articles.