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Case Study: AvidXchange deflects 20,000 support tickets in a year with Chameleon in-app messaging

AvidXchange Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
AvidXchange
Industry
Financial Services (AP Automation / FinTech)
Challenge
Scaling in-app education and support across multiple products
Headline result
20,000 support tickets deflected in a year

Key results

20,000
Support tickets deflected
In 2021
3x
Increase in webinar registrants
From 90-130 to ~270-390 signups
100%
Growth in Chameleon installations across applications
From 3 to 6 modules

The challenge

AvidXchange wanted to educate users and reduce support load across a growing set of applications without a long in-house build. Standing up in-app messaging internally would have taken significant time and resources.

The solution

AvidXchange deployed Chameleon Tours, Tooltips, Banners and Segmentation for in-app messaging and education, expanding usage from three to six modules.

“We've deflected almost 20,000 cases by using Chameleon for in-app messaging.”

JS
Josh Suess
Senior Director of Digital Service Strategy, AvidXchange

The results, in context

In 2021 the company deflected roughly 20,000 support tickets through Chameleon in-app messaging and reported a 3x increase in webinar registrants. Its Chameleon footprint doubled, growing from three to six applications.

Products used

Chameleon ToursChameleon TooltipsChameleon BannersChameleon Segmentation