Case Study: Anedot scales customer experience with Stonly

Anedot Scales Customer Experience for Both Sides of Its Fundraising Marketplace with Stonly

Anedot, a fundraising platform serving churches, political campaigns, schools, and nonprofits, needed to improve customer experience for two audiences: customer organizations and individual donors. As ticket volume climbed to 2,000–3,000 per month, its help center articles were too long and hard to use, and the support experience felt disconnected in-app, especially on mobile. Anedot turned to Stonly to provide more immediate, contextual self-serve support without expanding its support team.

Using Stonly’s interactive knowledge base, step-by-step guides, in-app guidance, and triggers, Anedot moved help content into a more engaging format and delivered contextual assistance directly inside the app. The results included an 80+ CSAT and 60+ NPS, reduced support volume, faster onboarding and activation, and quicker issue containment during product bugs. Stonly also made content creation faster and more organized for Anedot’s CX team, with Patrick O’Keefe noting that being able to do everything in-app made his life easier.

Anedot

Patrick O’Keefe

VP of Customer Experience