Case Study: Deckers Brands slashes customer wait times with Gladly

Deckers Customer Service Team Slashed Customer Wait Times

Deckers Brands, the parent company of Ugg, Hoka One, Teva, and Sanuk, needed a better way to manage high-volume customer support across its retail and eCommerce businesses. Its old ticket-based CRM made it hard for agents to connect conversations to the right customer, kept wait times too long during peak seasons, and lacked the analytics needed to spot emerging issues. Gladly was brought in to help support voice, chat, SMS, email, and IVR interactions.

Using Gladly’s all-in-one customer support platform and Answers knowledge base, Deckers gave agents a full view of each customer’s history and a single source of truth for responses across channels. The result was a 40% improvement in service levels within a month, a 29% reduction in order-to-contact ratio, 10x growth in SMS contacts, and 90% customer search success rates. Gladly also helped increase hero productivity and reduce call volume, enabling Deckers to deliver faster, more consistent service.

Deckers Brands

Bryan Riter

Director of Customer Care