Case Study: CyCognito Enables Customers to Self-Serve Complex Technical Issues with Stonly

CyCognito Enables Customers to Self-Serve Complex Technical Issues More Often with Stonly

CyCognito, a SaaS security company helping Fortune 500 and government customers prioritize and respond to cyber risk, needed a better way to support a broad range of users with very complex technical questions. Their existing help center articles were too long and difficult to navigate, which frustrated customers and drove up support ticket volume. Stonly was brought in to help transform that experience, using step-by-step guidance and a knowledge base to make self-service easier.

With Stonly’s step-by-step guides, knowledge base, widget, and triggers, CyCognito turned dense support content into adaptive, in-app help tailored to each customer’s needs and persona. The result was fewer tickets, less repetitive work for support teams, and a better self-serve experience for customers. CyCognito also reported that Stonly’s format helped them keep content brief, clear, and relevant while improving how they document and deliver guidance.

CyCognito

Daniel Avissar

Knowledge Manager and Technical Writer