Case Study: Testable Reduces Support Frustration and Improves Ticket Quality with Stonly

Testable Reduced Customer Frustration and Improved Ticket Quality with Proactive, In-App Support from Stonly

Testable, an all-in-one behavioral research platform for universities, needed a better way to help customers self-serve. Its support content was spread across a long PDF, an unmanageable community center, and an external FAQ page, which made it hard for users to find answers and created a flood of repetitive, low-quality tickets for the support team.

Using Stonly’s step-by-step guides, knowledge base, and triggers, Testable centralized support into an on-brand help center and added proactive, in-app guidance with tooltips, hotspots, and banners. Stonly helped Testable reduce repetitive tickets, improve ticket quality, and guide customers to answers faster, while giving the support team a flexible library of content that made complex product support easier to scale.

Testable

Octavian Maxim

Head of Product & Growth