Case Study: Personio achieves faster, more effective customer support with Stonly

Personio Serves Thousands of End-Users Faster and More Effectively with Stonly

Personio, Europe’s leading all-in-one HR software company for small and medium-sized organizations, needed a better way to scale 24/7 customer support for thousands of users. Its previous tool setup created a fragmented experience, with support agents manually assessing tickets and often rerouting customers, which increased resolution times. Personio turned to Stonly, using interactive guides and custom contact forms to improve in-app self-service and support ticket qualification.

Stonly helped Personio launch a “Find Answers” experience inside its app, giving users targeted self-serve support and routing account owners to the right agents through qualified contact forms. The solution also integrated with Zendesk to pass contextual data directly into tickets, helping agents respond faster and more effectively. As a result, 70% of users who attempted to self-serve found the help they needed, reducing ticket volume and enabling quicker, more qualified support from Stonly.

Personio

Marco Ricciardi

Senior Program Manager