Improving customer support to boost loyalty & sales
Harlaut Apparel, a fast-growing freeride and streetwear brand, needed a support setup that could keep pace with their expanding customer base. We helped them define their needs, ran a full vendor and RFP process and implemented Gorgias as a unified support hub.
The new setup is faster, clearer and far more scalable — reducing manual work, improving response times and strengthening customer loyalty. With less admin and more automation, Harlaut’s team can focus their time where it matters most: driving growth and increasing sales.
Challenge
As Harlaut grew, so did the number of customer questions across email, web forms and social media. All support was handled manually by one person, using multiple disconnected tools. This made it slow, inconsistent and nearly impossible to scale. Long response times risked lost sales and lower repeat purchases, while the heavy admin load left little time for strategic work that fuels growth. Harlaut needed a smarter, more automated setup that could improve customer experience and free up time to focus on scaling the business.
Solution
1. Discover
We started by mapping Harlaut’s support process and defining what the future setup should 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.
2. Implement
We implemented Gorgias as a unified support hub where email, forms and social messages all flow into one place. We defined key use cases and built automation for order tracking, returns, refunds and smart ticket routing — reducing manual work and speeding up responses.
3. Optimize
With the new system live, we added templates, routing rules and real-time dashboards for consistent communication and performance tracking. The result is a faster, clearer and scalable setup that supports growth and strengthens customer retention — key drivers of long-term sales.
Result
Harlaut’s new support setup drastically reduced manual work and improved response times, giving customers a faster and more consistent experience. With all channels in one place and key workflows automated, the team gained full visibility and more time to focus on growth.
The streamlined system strengthens loyalty, increases repeat purchases and ensures the support function can scale alongside the brand — without adding headcount or slowing down sales.
Platforms & tools powering the solution
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“We’re extremely happy with our collaboration with Souk! The entire team is professional, clear in their communication, and genuinely committed. We’ve felt confident from start to finish and are very pleased with both the execution and the support we received throughout the process.”
Oscar Harlaut
CEO