✏️ New customer story: How Nuuly turned AI savings into higher pay for its support team
Back in 2024, Natalie Hurst joined us on stage at our very first Pioneer to share her story as one of the very first customers to try Fin. Now, nearly two years on, Nuuly is one of the best examples we have of where that journey leads. This is the story to send anyone who hears "AI in customer service" and pictures layoffs.
The headline numbers:
- $359,000 in salary savings in just six months
- 95% CSAT held steady while subscribers grew 40% in a single year
- Fin resolves 35% of ~80,000 monthly conversations end to end
- Team stayed under 80 people against a five-year plan that projected 120+
The bits that make this one special:
- Nuuly took the $359K Fin saved them and put it into higher pay and better career paths for their support team.
- Fin handles some of their most complex, highest-volume requests end to end. Pauses, cancellations, and refunds used to mean cross-checking multiple systems by hand. Fin now resolves them in 90 seconds.
- Operator changed how fast they improve. Giancarlo on the team built an automation in 30 minutes that previously would have taken a week, and Natalie starts every Monday by asking Operator "what happened over the weekend?"
Natalie joins us on stage again at Pioneer this October so take the opportunity to share her story and remind your network to register.
📖 Read the full story: fin.ai/customers/nuuly
