Case Study: Chime scales member support across chat and voice with Decagon
Key results
The challenge
Chime's growth increased support volume and member expectations across chat and voice. The team ran a selection process across both channels focused on response accuracy, automation rate and operational efficiency, and member satisfaction measured by support NPS.
The solution
Chime engaged Decagon for both chat and voice on a single platform, so conversations across channels feed shared intelligence. Automations targeted high-friction workflows including card replacement, deposit status updates, and SMS subscription management.
“With Decagon Voice, we're able to combine high performance and seamless brand customization with cross-channel memory, ensuring every interaction is connected and true to Chime's member-first values.”
JSJanelle SallenaveChief Operating Officer, Chime
The results, in context
The case study reports a 70% chat and voice resolution rate and an sNPS of 30. Chime states it reduced customer support costs by 60% (per its 2025 S-1 filing) while scaling voice to more than 1 million calls per month with no reliability issues.