The challenge

Manage the influx of support tickets sparked by rapid expansion while ensuring customers remain successful and satisfied

The Bradery opened its virtual doors to French customers in 2018, offering a large selection of designer brand goods without the designer price tag. Promoting their flash sales through social media, The Bradery quickly resonated with their target audience and experienced rapid success. But with this success came an avalanche of customer support requests, and Grâce Kutima, Customer Success Manager at The Bradery, needed to find a solution for her overwhelmed team that would reduce tickets without diminishing the gold-star customer service her team delivers.

Grâce researched several support tools, looking to find one that could effectively bridge the gap between full automation and human-to-human support. She wasn’t getting results from traditional support. So instead, she looked for an interactive platform where customers could find the answers they were looking for on their own, quickly and at any time.

The solution

In just a few days and without needing development or design work, The Bradery deployed custom adaptive guides on their homepage to automatically resolve top issues and questions

Grâce recognized how quickly she could go live with Stonly’s solutions. The Bradery’s small core support team built a custom-branded, step-by-step guide that addressed the top four issues they knew needed immediate attention. Each choice led to short, easy-to-follow paths that answered customers’ most common recurring questions. Grâce took this experience live on The Bradery homepage in under a day by adding a Stony pill trigger that customers could access from anywhere on the site.

Stonly’s self-serve support guides helped to reduce related tickets immediately. That enabled Grâce and her team to rapidly build a custom-branded Stonly knowledge base to help customers find answers to their questions in one centralized place. The success of their homepage guide helped Grâce prioritize which knowledge base categories and guides to build. With Stonly’s insights capabilities, her team refined paths to address details that weren’t covered in the first version of their homepage guide. And Stonly enabled the team to quickly build and iterate on content with zero dev time.

The Bradery added a pill – a clickable "?" icon – that launches guides directly from their homepage.

Clicking on the pill icon opens interactive, searchable step-by-step guides designed to solve top issues.

The results

67% reduction in new tickets related to top issues and a faster, more satisfying e-commerce experience for customers

With Stonly, The Bradery’s success led to outstanding results:

• 76% reduction in new tickets related to returns, refunds, and exchanges
• 75% fewer delivery-related tickets
• 66% reduction in tickets for new orders
• 33% reduction in tickets related to new customer accounts

The Bradery achieved these breakthrough results by focusing on customers’ top issues and questions and presenting the information with adaptive multimedia guides that are easy to build and code-free to deploy. The Bradery’s customers raved about the new homepage experience. They highlighted the pill and guide's “smooth navigation,” “easy accessibility,” and “time-saving help.” Additionally, of every customer who interacted with Stonly self-serve guides from start to finish, 99% found a solution to their problem without creating a ticket. And thanks to an overall reduction of 67% in new tickets, Grâce’s team can continue to offer best-in-class help to customers without feeling overwhelmed or overworked.

Working with Stonly

The Bradery gets significant value from their regular monthly meetings with the Stonly team, during which they learn best practices, discuss performance metrics, suggest new features, and plan the next steps of their project.

With always-on support via a dedicated Slack channel, Stonly quickly ships requested product improvements to ensure the best customer experience.

Alongside Stonly’s data team, The Bradery was able to identify the positive impact Stonly was making on their customers. The Stonly team gave them a special presentation at their offices to celebrate the success they had in person.

July 2022