Case Study: Carta improves self-service and customer support with Stonly

Carta Shows How Personalized Knowledge Can Transform Customer Experience

Carta, a platform that helps people manage equity, build businesses, and invest in the companies of tomorrow, needed a better way to deliver personalized knowledge to three distinct customer groups: companies, investors, and employees. Its legacy knowledge base couldn’t easily support segmented experiences, reliable search, or efficient content maintenance, making it harder to keep up with rapid product updates. Carta turned to Stonly for step-by-step guides, an AI-powered knowledge base search, and no-code triggers.

With Stonly, Carta launched a fully branded, segmented knowledge base with more than 1,000 personalized guides and migrated 1,500 articles in just 1.5 months. The new system improved self-service and content management, and early results showed a 24% bounce rate versus a 40% industry benchmark, a 75% keyword search success rate, and Stonly’s AI Answers resolving 90% of customer questions.

Carta

Colleen Lowder

Senior Content Management Specialist