Case Study: Devialet deflects 90% of expected tickets with Stonly

Devialet Deflected 90% of Expected Tickets During a Major Software Update with Personalized Stonly Guides

Devialet, the French acoustical engineering company behind luxury audio products, needed to scale support ahead of a major firmware migration across its product line. Customers were bypassing static Zendesk help articles and going straight to support, creating high ticket volume and making it difficult for agents to keep up while still delivering a premium customer experience.

Stonly helped Devialet build interactive, step-by-step guides and a no-code help center with personalized paths, multilingual content, and Zendesk integration. In just a few days, Devialet launched guides covering all scenarios and deflected 90% of expected tickets during the migration, avoiding 9,000+ tickets in one month and helping over 10,000 customers complete the update on their own.

Devialet

Sébastien Faure

Head of Customer Service