Case Study: Hickies scales customer service and boosts engagement with Zapier

How a Kickstarter Success Scaled Customer Service on Their Way to 1 Million Products Sold

Hickies, the elastic lacing startup, grew rapidly after its Kickstarter launch and needed a faster way to manage customer service as orders scaled toward 1 million packs. Using Shopify and Desk.com, the team was manually exporting and uploading customer data, which was too time-consuming for a small staff; they turned to Zapier to automate the process.

Zapier connected Shopify, Desk.com, and MailChimp to automatically create customer profiles and send follow-up emails after purchase. The automation saved Hickies time and money, helped the team respond with full customer context, and led to a 24% increase in returning customers and a 46% increase in customer engagement.

Hickies

Carla Martinez

Hickies