The Challenge

Meeting customers where and when they needed help was impossible with traditional help center tools.

As a mission-critical product, SafeTrx cannot afford to make its customers wait for help. Their B2B customers specifically are often using their product during life-or-death scenarios where seconds count. SafeTrx needed to serve up help content directly within their product rather than making customers search through a help center outside their product.

Self-serve support technology has evolved beyond overwhelming help documentation. The SafeTrx team realized their long troubleshooting articles required too much customer effort. They needed to present help content in a way that was easier for customers to use.

With limited resources, the SafeTrx team needed a user-friendly platform that would allow employees of all positions and experience levels to create and update help content within their product. Since numerous employees would be creating help content, they also needed a tool to keep their content organized to avoid duplicated efforts.

SafeTrx needed to find a modern self-serve guidance platform that is simple to implement, quick and easy for customers to use, and integrates with their product.

The Solution

A full-platform self-serve guidance solution that delivers technical support right inside the SafeTrx product.

SafeTrx selected Stonly over five other alternatives because:

• It can be built across the customer journey wherever customers or prospects require support, including inside their product.
• It can incorporate interactive product guides rather than overwhelming customers with long, detailed manuals.
• The “easy to use, intuitive interface” empowers multiple subject matter experts to write and maintain help content in a centralized platform.

To make it easier for customers to find content, SafeTrx has two Stonly knowledge bases—for maritime safety and wearable devices. They organize their help content into about ten sections within their knowledge base.

For a more engaging FAQ and troubleshooting experience, each section includes step-by-step or scrollable Stonly guides that each feature product imagery and relevant multimedia content. SafeTrx delivers content in the best format for each content and support type. If a customer cannot resolve their issue with the help content, SafeTrx makes it easy to get in touch via a contact form (sending information directly to the Hubspot CRM) or live chat.

Beyond the help center, SafeTrx uses a pill on its brochure site and within its product to help customers exactly when and where they need it. On its website, customers can view FAQ guides, submit an email via the contact form, or request a live chat—all from the question mark icon conveniently available on every page in the lower right-hand corner.

Within their product, interactive guides deliver contextually relevant information using triggers (hotspots, tooltips, etc.) and product tours to help educate and train, highlight various features, and walk through multiple steps with video clips and guides.

The Results

 Easy-to-implement, proactive self-serve support that helps customers anywhere in their journey.

In just a couple of months, the SafeTrx team transferred their help content to Stonly and launched it on their website and in their product. With a no-code implementation, adding Stonly to the website and product took minutes and required no development resources. Employees can instantly add and update help content without waiting to get on the product roadmap.

With Stonly, customers can get help and troubleshoot anywhere in their customer journey—on the website, in the product, or in their knowledge base. Step-by-step, adaptive guides empower customers to self-solve more issues independently.