Case Study: Tecovas eliminates support call frustration and delivers reliable, personalized voice support with Dialpad

How Tecovas took the frustration out of calling support

Tecovas, a direct-to-consumer western boots and accessories brand, built its reputation on handmade quality and standout customer service, but rapid growth exposed gaps in their support stack. Their legacy help desk and contact center created siloed conversations, poor call quality and frequent outages—despite phone being half of support volume—leading to frustrated customers, higher costs, and stressed agents.

Tecovas switched to Kustomer for a unified customer view and Dialpad for reliable voice, using the integrated solution to merge Shopify orders, contact history and call recordings into one timeline. The change reduced agent collision, sped onboarding to under a day, enabled easier transfers and upsells, improved call reliability and agent confidence, and set the team up to scale (including smarter routing, Real-Time Assist, and CSAT collection) as they double support headcount.

Tecovas

Carli Hooten

Customer Experience Manager