Case Study: Deckers Brands achieves rapid Click & Collect launch and higher conversions with Zendesk

Deckers Brands - Customer Case Study

Deckers Brands, the family of six labels that includes UGG®, faced the common retail challenge of linking online, mobile, and in‑store experiences—specifically launching seamless “Click & Collect” and “Click & Reserve” services that were user‑friendly, scalable, and fast to deploy without months of custom development. They needed a solution store associates could learn quickly and customers would find convenient.

Using a Zendesk Support trial, an e‑commerce manager built the core workflow overnight with a single API, triggers, automations and mobile-friendly interfaces, then rolled it out across stores in the UK, France and the US. The program drove measurable results: 5% of EMEA e‑commerce sales are Click & Collect, Click & Reserve delivers ~30% conversion and revenue impact in EMEA, $600k in US Click & Collect sales, improved NPS, and easier in‑store operations thanks to mobile ticketing and instant customer notifications.

Deckers Brands

David Williams

Director of Online