We were losing margin on every customer-service hour. Now the AI handles order status, refunds under $30, and shipping questions inside the inbox. Our human agents do the upsells.
Nut.com sells 240 SKUs of premium nuts. The most common chat question, by 4-to-1, is 'where is my order.' Their old setup paid Intercom agents to answer the same question 800 times a day. The math was broken.
Side by side, what the old stack did and what Message does instead.
Nut.com installed Message in 7 minutes via the Shopify app. The AI immediately had access to every order, every customer, and every product. The first question it answered for a real customer was 'Where is my pecan order?' with a UPS tracking link and an ETA.
Nut.com configured the AI to issue refunds under $30 without human approval, on customer-facing language that matched their brand. The AI Code of Conduct config caps the AI at $30 and 1 refund per order. Disputes are escalated to a human within 30 seconds.
When a customer asks about a product, the AI proposes a complementary product (cashews with pistachios, walnuts with almonds) from the catalog with a personalized one-line pitch. Cross-sell rate from chat went up 19 percent in the first quarter.
Before Message, Nut.com paid roughly $4.20 in agent time per conversation. After Message, including AI inference costs, $0.31. Priya's words: 'We did not make our agents work faster. We made the boring 80 percent of the work disappear.'
Products on the Message platform plus the integrations they connected.
Fourteen days free. No credit card. Same product, same support, same AI as every team in this collection.