Case Study: DSTLD achieves scalable, high-touch holiday customer experience and higher conversion rates with Kustomer

DSTLD - Customer Case Study

DSTLD is a direct-to-consumer brand selling premium denim and essentials at about one-third typical retail prices. Their big challenge is scaling a high-touch customer experience for the six-week holiday “winter” rush that generates roughly 30% of annual sales—handling surges in pre-sale questions, delivery delays, and increased service requests without degrading conversion or satisfaction.

DSTLD addressed this by training the entire company for “all-company support,” launching live chat, and using Kustomer CRM with automated journey workflows and bulk messaging (plus Spree integration for expedited reshipments). Operational improvements—faster exchange processes and seasonal hiring—raised checkout conversion, sped response times, preserved personalized service, and increased customer satisfaction and loyalty during peak season.

DSTLD

Laura Gramlich

Customer Experience Manager