The Challenge

Agents Needed More Reliable Knowledge and Workflow Documentation

Zeel’s global support team helps providers and clients across medical and wellness services. Their work relies on detailed trust and escalation processes that must be followed correctly.

90% of their knowledge is about internal processes, policies, and how-tos, but their existing tools made it difficult to manage and access. Information lived across many platforms, making it time-consuming for agents to find. It also made it difficult for knowledge managers to keep everything up to date.

Zeel needed a solution that made knowledge and procedures easy to find, follow, and maintain—without adding complexity.

Solution

Stonly’s Easy-to-Use Interactive Knowledge and Decision Trees

Zeel is transforming its documentation and training materials with Stonly. The support team can now:

• Ensure agents follow the right processes. Instead of digging through long documents, agents use decision trees to walk them through key procedures. This is especially critical for Trust and Safety escalations. Embedded screenshots and videos make the experience even more intuitive.
• Make it easier to find the right knowledge. Zeel organizes their internal knowledge base by escalation type so agents can quickly locate the proper process. The team also built training guides to help agents navigate internal tools like their CRM.
• Update and maintain knowledge in seconds, not hours. Stonly’s no-code interface makes it easy to create, embed, and edit guides instantly. Teams can update policies and processes without needing technical skills. This flexibility also makes building and maintaining handbooks simple.
• Remain compliant without sacrificing accessibility. Operating in the medical and wellness space requires strict security measures. Stonly provides a HIPAA-compliant solution that keeps provider and client information secure.
• Give customers answers proactively. Zeel expanded its use of Stonly to customer-facing knowledge, like FAQs and promotional announcements. They embed this knowledge into their mobile app via Stonly’s SDK to help customers right where they need it.

Results

Happier Agents and Faster, More Reliable Support

With Stonly, Zeel’s support team works more efficiently, and agents are confident that they’re always following the right process. Knowledge is easier to find, maintain, and trust—leading to happier agents, faster answers, and more reliable support.

Agents identify the right solutions 30% faster. Zeel’s team has streamlined workflows and reduced time spent searching for information. Having a single source of truth means agents don’t have to second-guess whether they’re following the right processes. They know the information in Stonly is accurate and up to date, enabling them to get back to customers quickly and efficiently.

Zeel’s agents love using Stonly. It’s easier to navigate than traditional documentation tools, and they trust that the answers they need will always be there. Employees frequently ask to use Stonly for new documentation. Agents also appreciate how polished and accessible it is, making their work smoother and more efficient.

Customers using Stonly guides gave a 15% higher CSAT rating. Support agents also noticed that information was received more positively when delivered through a Stonly guide—especially when explaining complex policies.

Content creators love the flexibility. Stonly’s intuitive UI makes it easy for Zeel’s knowledge managers to update or create guides in seconds. The team is also exploring Stonly’s approval workflow to further scale their knowledge creation.