Case Study: Dashlane reduces support tickets by 25% with Stonly

How Dashlane leveled up their support articles and drove down tickets by 25% with Stonly

Dashlane, a global password manager with customers around the world and support teams in three countries, needed to maintain its 5-star service as user growth accelerated without scaling support at the same pace. To improve efficiency and resolve high-volume issues more effectively, Dashlane turned to Stonly’s self-serve content platform for help articles and guided support experiences.

Stonly helped Dashlane replace long help articles with multi-language, step-by-step guides embedded in Zendesk for issues like login trouble, billing, and software updates, while also passing context to agents when extra help was needed. The results included a 25% reduction in new tickets, a 15% increase in first-touch resolution, and Stonly guides accounting for more than 40% of help center traffic.

Dashlane

Anne-Sophie Lebreton

VP Customer Support & Service