Case Study: Nuuly achieves 49% instant query resolution and 95% CSAT with Intercom

How Nuuly resolves 38% of queries instantly with Fin AI Agent and maintains 95% CSAT

Nuuly, a fashion and ecommerce subscription business, was looking for a way to keep support contact rates manageable as it grew without overwhelming its team. At the end of 2022, 30–40% of subscribers were reaching out for help each month, even as Nuuly worked to maintain its strong customer experience and 95%+ CSAT.

Nuuly implemented Intercom’s Fin AI Agent, which it calls “ChatCat,” to handle more customer questions automatically. With Intercom, Nuuly now resolves 49% of queries instantly and has reduced its contact rate by 11%, helping keep support scalable while maintaining 95% CSAT.

Nuuly

Natalie Hurst

Director of Customer Support