Harlaut Apparel

As Harlaut grew, so did the number of customer questions coming in through email, web forms and social media. All support was handled manually by one person, using different tools and channels, which made it slow, difficult to track and impossible to scale. With volumes rising each month, there was no time to step back and look at how to streamline or automate the process.

We started by mapping Harlaut’s current support process and defining what the future setup needed to look like. Working tech-agnostically, we gathered requirements, shortlisted vendors, arranged demos and managed the full RFP process. Gorgias was selected as the best fit for their volume, workflows and e-commerce needs.

After choosing Gorgias, we implemented a unified support hub where email, web forms and social messages all flow into one place. We defined key use cases and built automation from the start, covering order tracking, returns, refunds and smart ticket routing to reduce manual work and speed up responses.

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With the system in place, we configured workflows for common questions, added templates and routing rules for consistency and set up real-time dashboards for performance tracking. This gave the team a faster, clearer and scalable setup that supports growth and strengthens customer retention.

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As Harlaut grew, so did the number of customer questions coming in through email, web forms and social media. All support was handled manually by one person, using different tools and channels, which made it slow, difficult to track and impossible to scale. With volumes rising each month, there was no time to step back and look at how to streamline or automate the process.