Case Study: Rocky Brands achieves scalable omnichannel support with Talkdesk

Rocky Brands automates 40% of chats with Talkdesk

Rocky Brands, Inc., a footwear and apparel company, needed to evolve its customer experience from reactive support to a more scalable and proactive strategy. To achieve this, they partnered with the vendor Talkdesk and implemented their Retail Experience Cloud integration and AI-powered tools.

The solution from Talkdesk involved expanding omnichannel communications from two to over five touchpoints, including chat and SMS. Using AI-powered Customer Experience Automation (CXA), Talkdesk helped automate 40% of chat interactions. This allowed Rocky Brands to maintain an abandonment rate under 10% during peak times, reduce handling and after-call work, and improve both agent retention and the overall customer experience.

Rocky Brands, Inc