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Case Study: Lucy sees 6x higher NPS from Chameleon-built tours and messages

Lucy Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Lucy
Industry
Artificial Intelligence Software
Challenge
Announcing frequent product updates and measuring sentiment
Headline result
6x increase in NPS score

Key results

6x
Increase in NPS score for users interacting with Chameleon tours/messages
5x
More likely to complete key actions when guided by in-app messages
50%
Reduction in training sessions by Customer Success team

The challenge

Lucy, an AI knowledge platform, releases enhancements frequently and needed an easy, fast way to highlight them without waiting on release cycles. The team also lacked a consistent pulse on account sentiment.

The solution

Lucy used Chameleon Tours, Microsurveys, Launchers and Tooltips, integrated with its messaging stack including Customer.io, to announce updates and run NPS microsurveys.

“We chose Chameleon because of the ease of use and the integrations with our other messaging platforms, including Customer.io.”

LB
Luke Burns
Director of Customer Success, Lucy

The results, in context

Customers interacting with Chameleon-built Tours and messages showed a 6x increase in NPS score and were 5x more likely to complete key actions. The Customer Success team also reduced training sessions by 50%.

Products used

Chameleon ToursChameleon MicrosurveysChameleon LaunchersChameleon Tooltips