Case Study: Deckers Brands boosts Click and Collect and Click and Reserve with Zendesk Support

UGG® and Deckers Brands built the framework for their "Click and Collect" use case literally overnight

Deckers Brands used Zendesk Support to connect its online, mobile, and in-store customer experience for UGG® “Click and Collect” and “Click and Reserve” programs. The company needed a solution that was user-friendly, scalable, easy to deploy, and quick for store associates to learn, without relying on a custom interface or extensive development time.

Deckers Brands built the workflow with Zendesk Support using a single API, triggers, automations, email notifications, and HTML formatting, and implemented it in July 2014. The system rolled out to stores in the United Kingdom and France, and later to the United States, where “Click and Collect” was responsible for $600k in sales. In EMEA, “Click and Collect” accounted for 5% of all e-commerce sales, while “Click and Reserve” drove 30% revenue and 30% in-store conversions during the pilot.

Deckers Brands

David Williams

Head of Online