Nestig’s Powerful CX-First Approach to Post-Purchase Engagement with Brij

About Nestig

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Nestig is a modern nursery essentials brand known for its convertible cribs, kids' furniture, rugs, and sheets made with sustainable materials. With a mission to create safe, stylish, and functional spaces for growing families, Nestig has built a loyal following by offering premium-quality products and an exceptional direct-to-consumer (D2C) experience. 

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While their D2C-heavy model meant they already had strong relationships with their customers, Nestig wanted to enhance the post-purchase customer experience – particularly during the critical assembly phase – and connect with gift recipients who were otherwise unknown to the brand.

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The Challenge

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Nestig sought a solution to address several challenges focused on the post-purchase customer journey rather than traditional retail data capture:

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Warranty Awareness

Customers were largely unaware that Nestig offered generous warranties on their products, missing out on a key value proposition and peace of mind.

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Assembly Support Gap

There was no streamlined way to provide immediate, accessible self-service support during the critical assembly experience, which is a pivotal moment in the customer journey for nursery furniture.

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Gathering Feedback 

The Nestig team wanted a better way to collect feedback and post-assembly reviews.

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Gifted Customer Data 

Nestig couldn't capture contact information for gift recipients. While they had shipping addresses, they lacked email opt-ins, leaving a gap in their ability to build relationships with these end-users.

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The Brij Solution

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Nestig partnered with Brij to create a dynamic, customer-first experience embedded directly in the assembly journey. By placing QR codes prominently on the front page of every assembly manual included with new and updated products, Nestig transformed a static document into an interactive support hub.

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Warranty & Product Registration

The Brij experience prominently displays warranty details, making customers aware of their coverage at the exact moment they are setting up the product. 

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"Customers are way more aware that we have a warranty since launching Brij."

- Lauren, Director of Customer Experience, Nestig  

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Gift Recipient Data & Support 

The Brij experience also serves to successfully capture contact information from gift recipients who were previously unknown to the brand's database when they sign up for Nestig’s email list. 

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Nestig now not only captures the gift recipient’s data, but also helps them access Nestig support quickly, since they have all of the company resources right there in the Brij experience. 

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Product Education & How-Tos

To bridge the assembly support gap, the QR code links directly to educational content, such as digital assembly instructions, video tutorials, and product-specific FAQs. This empowers customers to self-serve and confidently build their nursery furniture.

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Seamless Support Access

If customers need additional help, the Brij experience provides an easy, frictionless way to reach customer service directly from their mobile device during assembly. 

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Additionally, using Brij’s Hark integration, customers can easily select their issue type and effortlessly share their thoughts via text, audio, or video. This ensures Nestig isn't just receiving a support ticket, but a comprehensive customer story complete with the context of exactly which product the customer is interacting with.

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Review Collection & SMS Opt-In

The digital hub integrates with a review tool for post-assembly review collection and offers an SMS sign-up option for ongoing marketing communications, turning a functional touchpoint into a growth driver. 

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The Results

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Since launching with Brij, Nestig has achieved steady growth in scans, traffic, and engagement as more products roll out with the new assembly manuals. 

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The partnership has delivered strong qualitative and quantitative improvements to their customer experience:

• Increased Warranty Awareness: Customers are now significantly more aware of Nestig's warranty offerings since the launch of the Brij experiences.
• Better Customer Support: Customers feel more supported during the assembly process, reducing friction and frustration.
• Reduced Support Friction: Customers can easily self-serve FAQs and access help without needing to initiate an email thread.
• Improved Feedback Loop: Nestig can now collect structured feedback that directly informs product design improvements.

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What's Next

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Looking ahead, Nestig plans to expand its use of Brij beyond customer experience into merchandising and revenue-generating use cases. 

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They are exploring:

• Shopping Modules: Adding upselling and "complete the room" recommendations based on the specific product being assembled.
• Marketing Data Capture: Further optimizing data capture for gifted customers and gift registries.
• Assembly Feedback Surveys: Implementing structured surveys for customers who choose pre-assembled options to continue improving the product experience.

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By combining product education, warranty registration, and customer feedback into a single post-purchase touchpoint, Brij has helped Nestig unlock new insights, reduce support friction, and enhance customer engagement during the critical assembly phase.

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