Case Study: Kombo reduces incoming tickets by 30% with Stonly

Kombo Reduced Incoming Tickets by 30% with Adaptive Self-Serve Support

Kombo, a travel platform that helps users explore, monitor, and book transportation options, needed a better way to support customers around the clock. Before using Stonly, Kombo relied on a third-party support team and a hard-to-navigate FAQ, which led to impersonal service, repetitive tickets, and an overwhelmed lean support team.

Stonly replaced Kombo’s FAQ with a personalized knowledge base powered by interactive guides, localized content, and proactive banners that adapted to customer location, language, and situation. The result was a more branded, efficient self-serve experience that reduced incoming tickets by 30% within days, helped customers resolve issues faster, and freed the support team to focus on more complex requests.

Kombo

Matthieu Marquenet

Co-Founder & CEO