Case Study: AvidXchange achieves 20,000 support tickets deflected with Chameleon

How AvidXchange uses in-app messaging to enhance user experience

AvidXchange, a leading accounts payable automation and payments provider, needed a better way to handle rising customer communication, reduce support burden, and improve engagement across its products. With multiple FinTech tools and more customers relying on its platform, AvidXchange struggled to reach users effectively through email during system issues and product updates.

AvidXchange implemented Chameleon’s in-app messaging, product tours, banners, and tooltips to deliver targeted support and training directly inside the product. Using Chameleon, AvidXchange deflected nearly 20,000 support tickets in 2021, tripled webinar registrations, and expanded usage across multiple applications, improving UX and helping the team scale customer education more efficiently.

AvidXchange

Josh Suess

Senior Director of Digital Service Strategy