customer stories
Delivering scalable, personalized service through cloud transformation and AI-powered tools.
USE CASE
Service & Support
INDUSTRY
Retail & Consumer Goods
INTEGRATION
Retail Experience Cloud
KEY METRIC
↑ Automated 40% of chat interactions through AI-powered chatbots
↓ Maintained under 10% abandonment rate
↑ Expanded from 2 to 5+ omnichannel communication touchpoints
Strengthening Brand Perception One Experience at a Time.
Founded in 1932, Rocky Brands, Inc. has become a trusted name in footwear and apparel, delivering rugged, dependable products through iconic labels such as Rocky®, Georgia Boot®, Durango®, and The Original Muck Boot Company®. With over 90 years of expertise, the company is deeply committed to serving construction workers, farmers, and outdoor enthusiasts who need gear that performs reliably in tough environments.
“AI helps agents communicate more fluently in English. This creates opportunities for skilled professionals to deliver excellent customer service regardless of whether English is their first language.”
Amy Williams, Vice President, Global Customer Experience, Rocky Brands.
Talkdesk has empowered Rocky Brands to evolve its customer experience strategy from reactive support to proactive, AI-driven engagement. By expanding from two to over five communication channels—including chat and SMS—Rocky Brands now meets customers on their terms, offering seamless, omnichannel support.
AI-powered automation, has been critical, with chatbots managing 40% of interactions and helping maintain an abandonment rate below 10%, even during peak demand. Agent-facing tools, such as real-time access to FAQ resources, have driven operational efficiencies by reducing Average Handle Time, After-Call Work, and agent onboarding time, while also improving employee retention. Talkdesk has enabled Rocky Brands to scale service delivery, improve key performance metrics, and elevate the overall customer experience.
