The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Scaling Customer Support with AI: Nuuly’s Winning Formula
10 snips
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.
AI Snips
Chapters
Transcript
Episode notes
Building Nuuly's Support
- Natalie Hurst built Nuuly's customer support team from the ground up, starting with two associates in 2019.
- The team grew to over 60, highlighting the company's rapid growth and need for scalable support.
Motivation for AI
- Nuuly's exponential growth required a scalable support solution to maintain high customer satisfaction.
- AI offered a way to manage this growth while preserving the quality of customer interactions and team culture.
Preparation for AI
- Prepare thoroughly before implementing AI, especially by establishing a comprehensive knowledge base.
- This helps the AI system absorb necessary information and provide accurate responses from the start.