Case Study: Directly achieves higher new-expert engagement and first-answer rates with Chameleon

How Directly Made Onboarding Lovable

Directly, a San Francisco–based customer experience company, helps fast-growing firms scale support by routing tickets to expert users who resolve them for rewards. Because many new experts aren’t tech-savvy, Directly’s initial onboarding—a long slideshow—overwhelmed users and required extensive manual training, hurting the goal of getting new experts to answer their first question independently.

Directly replaced the slideshow with an interactive Chameleon tour, spending about a month building a guided flow that prompts new experts to answer a dummy question. The tour drove strong positive feedback, higher engagement and completion of the first-question task, reduced manual training needs, and is now being extended to other parts of the product.

Directly

Rey Ferolino

Operations Manager