Stockholms Stadsmission

Scaling Customer Support with Smart Automation

As Harlaut Apparel, a Swedish freeride and streetwear brand, continues to grow rapidly, the team recognized the importance of establishing scalable customer support processes to deliver a consistent, high-quality experience across all channels. With inquiries coming in from webforms, email, and social media, investing in a centralized support infrastructure became a strategic priority, enhancing visibility, standardizing responses, and improving long-term efficiency. This foundation ensures the business can continue to meet high-volume demand while providing excellent customer support.

The solution was xxx

We defined key support use cases and set up Gorgias to unify email, web forms, and social media channels into one platform. Automation was built in from the start, covering tasks like order tracking, returns, and smart ticket routing, to reduce manual work and improve response speed. With the system architecture in place, the next phase focused on automation.

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We configured workflows to handle common queries, such as order tracking, returns, and refunds, thereby dramatically reducing manual intervention.

We used tech xx to create xx

We helped Harlaut Apparel implement Gorgias, a scalable, Shopify-integrated helpdesk built for e-commerce brands.

The solution was xxx

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The solution was xxx

We defined key support use cases and set up Gorgias to unify email, web forms, and social media channels into one platform. Automation was built in from the start, covering tasks like order tracking, returns, and smart ticket routing, to reduce manual work and improve response speed. With the system architecture in place, the next phase focused on automation.

‍

We configured workflows to handle common queries, such as order tracking, returns, and refunds, thereby dramatically reducing manual intervention.

We used tech xx to create xx

66%

reduction in manual support tickets

3x

reduction in manual support tickets

100%

reduction in manual support tickets

“Souk helped us scale customer support with automation that saves time and keeps customers happy”

Name

Title

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