The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Scaling Customer Support with AI: Nuuly’s Winning Formula
Jan 30, 2025
Natalie Hurst, Director of Customer Success at Nuuly, shares her expertise in implementing AI for customer support at the sustainable clothing rental service. She discusses the balance between AI and human interaction to maintain high customer satisfaction. Key subjects include the challenges faced during AI integration, the transformation of customer support roles, and the importance of nurturing relationships in the rapid digital landscape. Her vision emphasizes blending empathy with technology to enhance service quality and future-proof customer experiences.
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Quick takeaways
- Integrating AI with human support at Nuuly has effectively scaled customer service while ensuring high-quality satisfaction amidst rapid growth.
- Fostering a positive team culture through empowerment and hiring for empathy has significantly enhanced both employee morale and customer experience.
Deep dives
AI-First Customer Support Approach
An integrated human and AI approach to customer service has proven effective for maintaining customer satisfaction during rapid growth. The adoption of AI allows Nuuly's team to scale alongside their increasing subscriber base while keeping their commitment to quality service. For instance, AI systems like Finn can efficiently handle common inquiries about policies and rental processes, enabling human agents to focus on more complex customer needs. This strategy not only preserves the customer experience but also enhances team efficiency and morale.
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