Owned by Urban Outfitters Inc., Nuuly is a curated fashion destination for anyone who loves fashion and is exploring how to wear, buy, and sell it in ways that are gentler on the planet and their wallets. Shoppers can do this through both of its services: Nuuly Rent, a monthly rental subscription platform, and Nuuly Thrift, a peer-to-peer resale platform.
The Nuuly team launched its first venture, Nuuly Rent, in mid-2019, just six months before the pandemic hit. Nuuly Rent gives shoppers access to a rotating wardrobe with pieces from over 300 brands, including Urban Outfitters, Anthropologie, and Free People. Natalie Hurst, Director of Customer Support at Nuuly, explains that they needed to be able to communicate with customers quickly and in a personal, empathetic way as they navigated the logistical challenges that ensued.
A key benefit of Intercom, she says, was its ability to enable highly personalized support at scale. The team has since expanded its use of the platform to provide support to customers of Nuuly Thrift, which launched in late 2021. Across both services, Natalie’s team is very focused on building lasting relationships with their customers, which Intercom’s customer communications platform allows them to do.