What Happened To Directly: Post-Mortem and Best Alternatives (2026)

The Short Version

Directly was an AI-powered customer support platform. It combined virtual agents with a network of human product experts. This system helped enterprise support teams. Directly was acquired by Movate in February 2022. Movate was known as CSS Corp at the time. The Directly product no longer exists as a standalone offering. Movate integrated its technology into their digital customer experience services. Directly does not work today as an independent tool. Former users should seek alternative solutions. This post-mortem explores what happened to Directly. It also provides options for those needing similar services.

Directly aimed to streamline customer service operations. It provided a unique hybrid approach. The acquisition by Movate marked a new chapter for its technology. Customers needing advanced AI support solutions must now look elsewhere. We detail the timeline and impact of this change. Find suitable replacements for your needs here. The technology lives on within Movate.

What Directly Was

Directly was a customer support automation platform. Its core innovation was blending AI with human expertise. The platform used AI-powered virtual agents. These agents handled routine customer inquiries. For complex issues, it tapped into a network of product experts. These experts were often knowledgeable customers or enthusiasts. This model provided fast, accurate support. It reduced the workload on traditional support staff. Directly served large enterprise support teams. Companies used it to scale their customer service efficiently. Its approach brought significant value to the customer support sector.

The platform aimed to improve customer satisfaction. It also reduced operational costs for businesses. By routing simple questions to AI, and complex ones to vetted experts, it created an efficient system. Directly mattered because it offered a scalable solution. It addressed the growing demands of modern customer service. The blend of AI and human knowledge was ahead of its time. It offered a unique value proposition. Many businesses relied on its innovative approach for handling support queries. It carved a niche in the crowded customer support market. Directly made a significant impact on enterprise client relationships.

The Timeline

Directly Software, Inc. was founded in 2011. Antony Brydon, Jeff Patterson, and George Truslow were its founders. The company began its journey on January 1, 2011. It aimed to revolutionize customer support through AI. Directly raised its Series B funding round in 2018. This investment amounted to $20 million. The funding helped fuel its growth and product development. On June 16, 2020, Directly raised more capital. It secured an additional $11 million. This round allowed the company to expand its AI support platform. The expansion improved its capabilities significantly. The final recorded event was its acquisition.

Directly was acquired by CSS Corp on February 9, 2022. CSS Corp later rebranded as Movate. This acquisition marked a new phase for the technology. There are no further details on an exact end date for the independent product. The acquisition meant Directly's offerings became part of Movate's portfolio. The company's website now reflects this change. It no longer operates as a separate entity. The timeline shows consistent growth and investment. Its journey culminated in a strategic acquisition. This brought its independent operations to a close. The company had a clear path of development.

What We Know About Why It Ended

Directly was acquired, not shut down. Movate, then operating as CSS Corp, announced the acquisition. The announcement was made in February 2022. The record shows that Directly was folded into the acquirer. Movate now offers digital customer-experience services. These services likely incorporate Directly's technology. The former Directly website no longer showcases it as a distinct product. This indicates its integration within Movate's offerings. No official explanation for the acquisition was published by the company. The specific reasons behind the deal are not publicly detailed. The move appears to be a strategic acquisition.

The acquisition positioned Movate to enhance its service portfolio. Directly's AI and expert network were valuable assets. This integration strengthened Movate's customer experience capabilities. The absence of a public explanation means we can only observe the outcome. Directly's technology found a new home. It continues to contribute under a larger corporate umbrella. This is a common path for successful technology companies. An acquisition allows their innovation to scale further. It expands market reach. Directly joined a larger family of services. This outcome demonstrates continued value in its platform. The focus shifted from independent operation to integrated service. Movate gained significant AI talent and technology. This strengthened its competitive position.

Who It Hurt, and What Broke

Directly users experienced a transition period. The product was acquired by Movate in 2022. This acquisition meant the standalone service ceased. Customers using Directly needed to adapt. They had to find alternative solutions. Integrations with existing systems likely required reconfiguration. Any custom API connections needed updating or replacement. The shift impacted businesses relying on Directly's unique hybrid model. Data migration was a key concern. Users had to ensure their historical support data remained accessible. Billing cycles and contracts also changed. These changes were managed under Movate's new structure. The direct impact was felt by operational teams. They needed to pivot their support strategies.

Businesses often faced challenges with vendor transitions. Data exports from Directly's platform would have been crucial. Ensuring data integrity during migration was paramount. Integrations with CRM systems or ticketing platforms required careful handling. The product's unique expert network also dissolved. This specific feature had to be replaced by new solutions. Customers had to assess their ongoing support needs. They then sourced new providers. This process demanded time and resources. The acquisition meant a disruption for established workflows. While not a failure, it necessitated significant operational adjustments for its users. The continuity of service was managed through the acquiring company. Users needed to understand the new landscape. They had to secure their data and operations.

Drop-In Replacements

For former Directly users, several alternatives offer similar capabilities. These tools focus on AI-powered support and automation. They can help businesses maintain high service levels.

Best for AI-Powered Automation: ASAPP AutoAssist

ASAPP AutoAssist is a robust AI solution. It focuses on automating customer service interactions. The platform uses advanced AI to resolve queries quickly. It aims to reduce agent effort significantly. AutoAssist streamlines support workflows. It does not openly publish its pricing. This tool excels at large-scale automation. It is ideal for high-volume support operations. However, it may not replicate Directly's human expert network. Its strength lies purely in AI-driven efficiency. ASAPP helps agents work smarter. It reduces the need for manual intervention.

Best for Unified Agent Desktops: Gladly Sidekick

Gladly Sidekick enhances agent productivity. It integrates directly into the agent desktop. Sidekick provides AI-powered assistance to human agents. It offers quick access to information and suggested responses. This tool helps agents deliver personalized service. Pricing for Gladly Sidekick is not publicly available. It is excellent for empowering live support teams. Sidekick focuses on improving human-agent performance. It does not replace the self-service or expert network aspects of Directly. It aims to make every agent a super-agent. Gladly Sidekick helps with consistent service delivery.

Best for Comprehensive AI Chatbots: Netomi

Netomi offers an end-to-end AI customer service platform. It specializes in intelligent chatbots. These bots handle customer inquiries across multiple channels. Netomi integrates with various business systems. It can resolve complex issues autonomously. Pricing details are not published for Netomi. This platform is strong in comprehensive chatbot deployment. It provides extensive automation capabilities. However, it might not offer the same direct human expert network as Directly. Netomi focuses on scalable, AI-driven conversations. It improves resolution rates and customer satisfaction. The platform handles a wide array of customer queries. It uses AI to understand intent and context.

Best for Knowledge Base Integration: Yuma AI

Yuma AI focuses on leveraging existing knowledge bases. It uses AI to provide instant answers. The platform helps customers self-serve efficiently. It reduces the need for human intervention. Yuma AI aims to make information easily accessible. Pricing information for Yuma AI is not published. This tool is best for maximizing the value of your knowledge articles. It ensures customers find answers quickly. Yuma AI may not offer a direct human expert network feature. It excels at intelligent information retrieval. It empowers customers to find their own solutions. Yuma AI helps organizations streamline their support. It integrates with existing content sources.

How to Migrate Without Losing Work

Migrating from a platform like Directly requires careful planning. The goal is to ensure continuous customer support. It also protects valuable historical data. Start by assessing your current usage. Understand which features of Directly were most critical. This includes AI automation, expert routing, and integrations. Develop a clear transition strategy. Ensure all stakeholders are informed of the changes. This minimizes disruption for both customers and support agents.

Consider the following steps for a smooth migration:

• Export all customer data: Download historical interaction logs. Secure agent performance metrics. Ensure compliance with data retention policies. This data is vital for future analysis and continuity.
• Review existing integrations: List all systems connected to Directly. Plan how to replicate these connections with a new provider. This might include CRM, ticketing, or messaging platforms.
• Evaluate alternative solutions: Compare features of tools like ASAPP AutoAssist, Gladly Sidekick, Netomi, and Yuma AI. Choose one that best matches your specific needs. Consider pricing, scalability, and integration capabilities.
• Build new knowledge bases/AI models: Transfer relevant content from Directly's AI to your new platform. Train new virtual agents if needed. This ensures consistent automated responses.
• Test new systems thoroughly: Conduct extensive testing before full deployment. Check all automation rules and agent workflows. Verify data transfer accuracy.
• Communicate changes to customers and agents: Inform them about the new support platform. Provide training for agents on the new tools. This helps manage expectations and adoption.

This methodical approach helps minimize service interruption. It protects your investment in customer support infrastructure. A thoughtful migration safeguards your operations. It ensures a seamless transition for all users.

Lessons for Anyone Building in Customer Support

Directly's journey offers several insights for AI product builders. Its acquisition highlights the value of specialized solutions. Companies like Directly built strong, niche products. These products became attractive targets for larger enterprises. The customer support market is dynamic. Innovation is key to sustained relevance.

• Hybrid models add value: Combining AI with human intelligence can be very powerful. Directly's expert network was a differentiator. It addressed AI limitations effectively. This approach offers a balanced solution.
• Enterprise focus drives acquisition interest: Serving large enterprise clients brings stability. It also offers significant growth potential. Solutions for complex corporate needs are highly sought after. Directly's focus helped it appeal to Movate.
• Funding fuels expansion: Strategic investments enable product development. Directly raised significant capital over time. This allowed it to expand its AI capabilities. Capital helps companies grow and innovate.
• Adaptability is crucial for longevity: The technology landscape changes rapidly. Products must evolve to meet new demands. Directly's evolution led to its integration into a larger ecosystem. This ensured its technology continued to be used.
• Clear value propositions attract buyers: Directly clearly demonstrated its ability to reduce costs. It also improved customer satisfaction. This made it an attractive acquisition target. A strong value proposition is essential for success. It shows clear market fit. This draws investor and buyer interest.
• Strategic partnerships can lead to growth: Collaborating with larger entities can offer an exit strategy. The acquisition by Movate allowed Directly's technology to reach a broader market. This provides a new chapter for the technology. The product gains further scale.