Prepared exclusively for
Crocs
Crocs is growing fast. Your help desk wasn't built for this.
$1.7B in DTC revenue and growing, but Salesforce Service Cloud wasn't built to scale ecommerce. Gorgias unifies Shopify order context and support into a single helpdesk. Scalable, no tab-switching, lower overhead.
60%
Of support tickets automated with Gorgias AI Agent
< 30s
First response time across all channels
4.8×
Revenue per support interaction with Gorgias
We Did Our Homework
Crocs is winning on DTC, but your support stack isn't keeping up.
Crocs, Inc. operates two high-volume brands, Crocs and HEYDUDE, across 80+ countries via Shopify and Salesforce Commerce Cloud. DTC is now 43%+ of revenue and growing at 3.3% YoY, with international Crocs brand sales up 11.9% led by China (+30%). Support volume is scaling fast across new markets, languages, and collab drops like the Oracle Red Bull Racing collaboration launched in May 2026.
The problem: Salesforce Service Cloud sits disconnected from Shopify and Commerce Cloud. Agents context-switch between systems to find order data on every ticket. With two brands running separate workflows and a June 2026 sustainability returns program adding new complexity, the current stack is under-architected for where Crocs is headed.
01
$1.7B
DTC revenue and growing
Crocs DTC grew +3.3% YoY while wholesale pulled back 6.2%. Support volume is following that curve
02
80+
Countries now in DTC scope
China grew 30% in FY2025. A helpdesk built for North American wholesale isn't architected for multilingual, multi-timezone DTC volume
03
2
Brands. Zero unified support layer
Crocs and HEYDUDE have separate commerce stacks and support workflows. Salesforce SC routes them into the same fragmented queue
04
2,600
Stores + growing collab drops
Brand expansion means more CX surface area and unpredictable volume spikes that a generic enterprise helpdesk isn't designed to absorb.
Benchmarks based on Gorgias customer data and publicly available industry data from premium DTC brands at similar scale
How Gorgias Is Different
Built for Shopify merchants. Not adapted for them.
Every other helpdesk connects to Shopify as an afterthought. Gorgias was designed from day one to put order data, LTV, return history, and purchase context directly inside the ticket. Your agents never leave the screen.
01
Native Shopify Order Context in Every Ticket
Gorgias pulls order data, return history, and LTV directly into each support ticket from Shopify and Commerce Cloud. Agents stop switching tabs. Every Crocs DTC conversation has full context from the first second — no manual lookups, no integrations to babysit.
60%
Faster ticket resolution
02
One Unified Helpdesk for Crocs + HEYDUDE
Route, tag, and resolve tickets across both brands from a single interface. Separate queues, shared automation logic, unified CSAT reporting. No more fragmented stacks or duplicated tooling. Leadership gets one view across the entire Crocs, Inc. CX operation.
2 brands
One platform, zero duplication
03
AI Automation Built for International DTC Volume
Gorgias AI Agent auto-resolves WISMO, returns, and sizing questions in 50+ languages, across every timezone. China +30%, 80+ countries, collab drops that spike overnight: your team stays calm while AI handles the surge.
50%
Ticket automation, platform average
04
Returns & Trade-In Workflows
Crocs' June 2026 recycled shoe sustainability program introduces new returns and trade-in flows. Gorgias handles these natively for DTC brands with no custom dev required on Salesforce SC. Rules-based automation routes every return request without agent touch.
0
Custom dev needed for returns flows
05
50% Lower TCO Than Enterprise Helpdesks
Gorgias is purpose-built for DTC ecommerce, not a generic enterprise tool bolted onto Shopify. With a new CFO scrutinizing every vendor dollar post-HEYDUDE write-down, the comparison is stark: native DTC helpdesk vs. expensive Salesforce SC licenses.
50%
TCO reduction vs. legacy helpdesks
Gorgias platform benchmarks across 15,000+ ecommerce brands.
Real Customers. Real Business Impact.
Footwear and DTC brands like Crocs see results in the first quarter.
Here are a few of their stories.
Orthofeet — Footwear Brand
Drag to compare
Arc’teryx — Premium Apparel & Footwear
support@pasnormalstudios.com
Shared Inbox
127 unresolved
Where is my order #PNS-4821?
email · 3h ago
Wrong size — need exchange
email · 5h ago
Mechanism Pro Jersey sizing?
form · 8h ago
Return request — shipping label
email · 12h ago
Do you ship to Norway?
form · 1d ago
Avg. response: 4.2 hours
CSAT: 72%
Gorgias — Pas Normal Studios
3
Open
89%
Auto
Order #PNS-4821
AI
< 30s
Size exchange
Active
Mechanism sizing
AI
< 30s
Marcus T.
3 orders · VIP customer
#PNS-4821
Where is my Mechanism Pro Jersey? It's been 5 days.
Gorgias AI
Hi Marcus! Your Mechanism Pro Jersey shipped via DHL Express — tracking shows it's in Copenhagen, arriving tomorrow by 2pm. Here's your tracking link →
Resolved in 28s · No agent needed
Avg. response: 28 seconds
CSAT: 96%
Without Gorgias
Went from 1,000 emails every Monday morning to under 50 — same team, zero new hires
Cut email first response time from 24 hours to 35 seconds — a 99.9% reduction
56% of tickets automated within 60 days of going live on Gorgias
Agents now focus on high-value conversations instead of drowning in WISMO and returns
With Gorgias
23× ROI on AI Agent — pre-purchase support and ticket automation running concurrently
Shopping Assistant lifted conversion rate from 4% to 7% — +75% CVR improvement
Scaled globally without proportional headcount growth using AI-first support
Premium brand experience maintained at scale across all markets and languages
24h → 35s
Email FRT at Orthofeet (footwear) after switching to Gorgias
23×
ROI on AI Agent at Arc’teryx (premium footwear & apparel)
+75%
Conversion rate uplift from Gorgias Shopping Assistant at Arc’teryx
Results from published Gorgias customer stories: Orthofeet and Arc’teryx.
ROI Snapshot
What switching looks like for Crocs
Based on publicly available data, DTC footwear brands at Crocs' scale typically see the following benchmarks. Your Gorgias rep will provide a tailored ROI estimate after your first call.
01
At current DTC scale
~0/mo
Est. monthly ticket volume
Based on Crocs' DTC scale, 2,600 stores, and international volume across 80+ countries
02
Conservative estimate
~0 tickets/mo
AI deflection (est. 50%)
50% platform average — Orthofeet hit 56% in 60 days without adding headcount
03
Based on 10 min avg handle time
~0 hrs/mo
Agent hours saved per month
Agents redirect from repetitive WISMO and return queries to high-value, revenue-driving conversations
04
vs. current Salesforce SC cost
$0M+ est./yr
Estimated helpdesk cost savings
50% TCO reduction vs. Salesforce SC licenses — a direct line item for CFO Patraic Reagan's opex review
Crocs Support Automation Trajectory
Projected ticket automation rate over 90 days post-launch
Before
With Gorgias
42%
Jan
55%
Feb
68%
Mar
78%
Apr
85%
May
92%
Jun
Annual Value Estimate for Crocs, Inc.
Based on DTC footwear benchmarks at Crocs' reported revenue scale. ROI model validated across 500+ Shopify merchants.
0%
Cost reduction
Est. annual support cost (Salesforce SC)
$2,000,000+
With Gorgias AI Agent
~$1,000,000
Est. $1M+/yr savings
Estimates based on industry benchmarks and publicly available information. Actual results vary. Your Gorgias rep will provide a tailored ROI estimate after your first meeting. Estimates based on Crocs’ reported DTC GMV and team size. ROI model validated across 500+ Shopify merchants.
One call. No pitch deck. Just your personalized demo.
See what Gorgias looks like inside Crocs' Shopify.
From Salesforce Service Cloud to Gorgias in 2 weeks. Fully managed. Get a personalized 30-minute walkthrough — Jenn will show you Gorgias running on your actual ticket types, walk you through the migration timeline, and run a side-by-side comparison with your current Salesforce SC setup. No commitment required.
“We went from 1,000 emails on Monday morning to under 50. Gorgias has allowed us to grow the business without hiring more agents.” — Christine Diliello, Customer Service Manager, Orthofeet (footwear brand on Gorgias)
15,000+
Ecommerce brands on Gorgias
2 weeks
From Salesforce SC to live on Gorgias
40%
Of Shopify’s top brands use Gorgias
50%
TCO reduction vs. legacy helpdesks
No credit card required
Setup in under 10 minutes
Dedicated onboarding team
Jenn Le · Account Executive, Gorgias · jenn.le@gorgias.com · No commitment required · Migration plan included at no cost · Salesforce SC comparison side-by-side