Testable Reduced Customer Frustration and Improved Ticket Quality with Proactive, In-App Support from Stonly

The Challenge

Lengthy, decentralized help content dissatisfied customers and drowned support agents in low-quality tickets.

Customers were frustrated

because it was too difficult to self-solve when they had questions or issues. Testable had no centralized place for support content. Nor did they have a way to guide customers inside their app when and where they needed help. Support content was hosted in three separate locations, which did not align with Testable’s easy-to-use product positioning:

1. Their 40-page PDF was overwhelmingly long and cumbersome. It took too much time to locate relevant information.
2. The community center was challenging to monitor and control, which made it easy for incorrect information to get posted.
3. The FAQ page was located outside their app and had a dull and unengaging wiki format.

The support team was stressed out

because customers were submitting more tickets than they could handle, most of which were the same basic questions. Since hiring a larger team was not going to be an option anytime soon, Testable needed to find another way to reduce the number of repetitive, self-servable tickets immediately.

Testable needed a solution that could guide customers to self-solve issues so they could direct agent attention to more complex cases and significantly improve customer experience.

The Solution

Modular, adaptable guides that can be placed at the precise point and time customers need help without code.

After trying ten different tools, Testable chose Stonly because of its flexibility, ability to present help exactly when people need it, clean design, and digestible content formatting.

Testable unified all of its support materials into an on-brand help center that is available both inside and outside of its app.

Customers no longer have to leave the Testable app to find relevant information. Instead, a Stonly pill empowers them to help people who have questions at their point of need before they become tickets.

To improve their help content, Testable turned their complex, lengthy documents into step-by-step, interactive guides. Stonly guides are extremely effective for support and troubleshooting content because they can cover all scenarios without overwhelming customers and are easy to update and maintain without technical resources.

Stonly’s adaptable format empowers Testable to deliver proactive support at the moment customers need it with no code required.

With hotspots, tooltips, and other triggers, Testable can help customers use product features more effectively and proactively answer questions. For example, customers no longer need to search through a 40-page manual to learn how to use experiment spreadsheets or customize their projects. Instead, tooltips are available to “give the customer the right guide, at the right time, when they use the tool.” Hotspots draw customers’ attention to new features and give them the option to learn more from a corresponding guide. For non-UI-based features, testable launches a banner at the top of their app to call attention to new features or updates. When clicked, these banners also launch a Stonly guide with more information on the feature.

The Results

Proactive, in-app support reduces repetitive, low-quality tickets, giving the support team more time for complex cases.

Testable guides customers to success faster and more personally, at scale, with a centralized and easily accessible support experience. With improved in-app onboarding, Testable can guide first-time users through key workflows. Customers understand the product basics more quickly, get more value out of Testable, and invest in more involved projects.

Testable’s support team receives fewer tickets for basic or repetitive topics.

Now, most customers only get in touch regarding complex issues or questions of a “commercial nature.”

As Octavian explains

“For our support team, it is great to have a flexible library of guides that they can directly point to when helping customers, making their work more efficient. It also allowed our team to implement certain designs and juggle some level of complexity which would have been more difficult without Stonly. Testable is a fairly complex tool with loads of options and features, almost like a coding package. So being able to unpack those features using Stonly has been really helpful.”