Customer Service

Crocs deploy customer support agents

Image: Crocs

September 17, 2026

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Crocs, a casual footwear retailer, has replaced a scripted self-service support approach with a conversational shopping and support experience.

The retailer has deployed an Agentforce-powered tool, called Rivet, that brings shopping and customer support together in a single conversation that allows shoppers to discover products, track orders and get needed answers, according to a press release. Agentforce is Salesforce's platform for building AI agents.

With Rivet, Crocs expects an increase in customer conversations resolved autonomously. The retailer anticipates Rivet will improve shopping outcomes, targeting an increase in search success, click-through rate, average order value and items per order.

"Momentum brings clarity — you have to get it out the door and learn from it," Feliz Papich, Crocs SVP, digital technology, experience and insights, said in the release. "Consumer intent changes every day, and we learn more about our customer every time they interact with Rivet."

Crocs plans to expand Rivet to its HEYDUDE brand and international markets with multilingual support.

"Having multiple agents could add friction for the consumer," Papich said in the release. "We wanted Rivet to be one, cohesive assistant to the consumer, where they can discover products, track orders, and get questions answered."