Millions in Revenue, 84% Automation: DECKED’s Winning Chat Strategy

Situation

DECKED’s products are built to last, with a reputation for durability and smart design that serves working professionals and outdoor enthusiasts alike. But with different sizes, vehicle-specific fitment, and installation considerations across the catalog, buying online often requires guidance. A shopper might wonder: Will this drawer system fit my truck? Do I need accessories? Can I install it myself?

As DECKED’s digital traffic grows, so does the demand for fast, accurate answers without compromising the brand’s trusted, knowledgeable tone. When shoppers hit a point of uncertainty, they don’t want to dig through pages or wait for a reply. They want someone who understands the product and their use case, right then and there. And when that kind of help shows up at the right moment, it doesn’t just drive conversions, it builds loyalty. In fact, nearly 9 in 10 customers say that a positive support experience makes them more likely to shop with a brand again.

For a brand that values clarity and craftsmanship, making sure customers get answers, without jumping through hoops, is just part of doing things right.

The challenge DECKED faces is one many high-consideration brands recognize — how do you deliver real-time, personal support at scale, without overloading your team?

Solution

With Remark, DECKED introduces instant, expert support throughout the purchase journey. Whether a shopper is checking if a drawer system fits their truck bed or comparing add-ons, help is available around the clock, right on the site.

The experience feels like an extension of the DECKED team: fast, helpful, and always on-brand. First-time buyers get the clarity they need to move forward. Returning customers get recommendations that help complete their setup.

“The expert was very knowledgeable, friendly, and gave me all the necessary information that I was looking for.”

Results

With Remark in place, DECKED delivers a better buying experience and sees the impact across the board. Since launching, DECKED has automated 84% of its site conversations and seen millions in chat driven revenue, all while saving over $100,000 in customer service costs. Setup was fast and seamless, allowing DECKED to scale expert-level support while keeping their team focused on what they do best. By offering timely, personalized guidance at every step, DECKED keeps shoppers moving, informed, and ready to hit “buy.”