Stonly
Knowledge base software
Help desk software
Live chat software
Customer self-service software
Contact center knowledge base software
Digital customer service platforms
Knowledge management software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is Stonly
Stonly is a customer self-service and knowledge delivery platform that helps teams create interactive, step-by-step guides for customer support and product adoption. It is used by support, success, and operations teams to publish troubleshooting flows, onboarding content, and in-app help that can be embedded in websites or support portals. The product emphasizes decision-tree style guidance, contextual delivery, and integrations with common support and CRM tools. It also supports internal knowledge use cases for agents who need consistent procedures during customer interactions.
Interactive, guided troubleshooting flows
Stonly supports branching, step-by-step guides that help users reach outcomes without reading long articles. This format fits common support scenarios such as diagnostics, eligibility checks, and procedural tasks. It can reduce ambiguity compared with static knowledge base pages by enforcing a structured path. Teams can reuse the same guide logic for both customer-facing and agent-facing workflows.
Embeddable and contextual delivery
Guides can be embedded in web properties and surfaced contextually, which supports self-service in the moment of need. This approach is useful for product-led support where users expect help inside the application experience. Contextual presentation can also standardize how information is delivered across channels. It complements, rather than replaces, a traditional article-based knowledge base for longer-form documentation.
Integrations for support operations
Stonly integrates with common customer support and CRM ecosystems to connect guidance with ticketing and customer context. This helps support teams route users from self-service to assisted support when needed and capture relevant information. Integrations also support operational workflows such as linking guides to macros, help center pages, or internal playbooks. This makes it easier to maintain consistent guidance across teams.
Not a full help desk suite
Stonly focuses on guided knowledge and self-service rather than end-to-end ticketing, workforce management, or telephony. Organizations looking for a single system for omnichannel case management may still need separate help desk and contact center tools. As a result, total workflow coverage depends on integrations and existing systems. This can add administrative overhead for smaller teams seeking an all-in-one platform.
Content maintenance can be intensive
Decision-tree guides require ongoing upkeep as products, policies, and troubleshooting steps change. Without strong governance, branching logic can become difficult to audit and keep consistent across versions. Teams may need defined ownership, review cycles, and analytics-driven pruning to avoid outdated paths. This effort can be higher than maintaining a small set of static articles.
Knowledge depth may require supplements
Interactive guides work best for procedural and diagnostic scenarios but may be less efficient for deep reference documentation. Teams often still need a traditional knowledge base for long-form explanations, release notes, and policy detail. If both formats are used, authors must manage duplication and ensure alignment between guides and articles. This can complicate information architecture and search behavior for end users.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Basic | Free (Basic plan; retained after 14-day trial) | 400 guide views/month; 5 published guides (single language, up to 100 steps per guide); 1 team member. (Automatically downgraded to this plan if you do not upgrade after trial). |
| Small Business | Price not listed on official pricing page (contact sales / see in-app) | Unlimited guides and tours; Multiple languages; 1 knowledge base; 4,000 guide views; 5 team members; For companies with under 100 employees; 14-day free trial available. |
| Enterprise | Custom pricing (contact sales) | Everything in Small Business plus help desk integrations, AI Answers, automations, SSO, private knowledge bases, unlimited guide views and team members, auto-translate, advanced team rights management, white label options, priority support, dedicated customer success, security review, surveys. |
