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About One Block Down
One Block Down is a Milan-based streetwear brand and retail destination known for its curated selection of high-end sneakers, apparel, and lifestyle products.
Blending the latest in fashion with a nod to urban culture, One Block Down has become a hub for streetwear enthusiasts, offering exclusive collaborations and limited-edition releases. The brand is dedicated to delivering a unique shopping experience combining in-store events and online drops, attracting a loyal following from Italy and beyond.
The challenge: Managing customer inquiries across multiple channels
As One Block Down expanded, the volume of customer inquiries grew rapidly—especially during high-demand periods like their Nike collaboration.
With over 2,000 tickets flooding in daily, their small customer support team worked to keep up with communication across Instagram, Facebook, email, and live chat. Each platform required separate attention, leading to a disjointed workflow, slower response times, and an overwhelming workload for a team of just one.
“Before Gorgias, I had to manage different checkpoints—email, Instagram, and Facebook—individually. Now, I can collect all of them in one place, which has been a huge help."
—Chiara M., CRM Manager at One Block Down
The lack of centralization also meant limited automation capabilities, forcing the team to manually handle repetitive tasks such as order status updates and return requests, which drained valuable time and resources.
As a result, response and resolution times were slower than desired, with inefficiencies compounding as demand grew—creating a bottleneck that impacted both customer satisfaction and the support team’s productivity.
The solution: Centralized support with Gorgias
To streamline their support operations, One Block Down implemented Gorgias with the help of Italian Shopify Plus agency Cooder. Gorgias also integrated directly with Shopify, allowing the team to access all the necessary details in one place.
"Thanks to the seamless integration between Gorgias and Shopify, customer tickets now arrive pre-loaded with crucial information like order history, returns, and more—all directly accessible within Gorgias."
—Paolo Ciminari, Solution Specialist at Cooder
Key features:
- Unified Inbox: Gorgias brought all communication channels—including Instagram, Facebook, email, and chat—into one dashboard. This allowed the team to handle all tickets in a single interface and improve response times.
- Pre-set Macros for Quick Replies: The team could handle routine inquiries in seconds by creating pre-filled responses for common inquiries like returns and shipping, freeing up time for more complex issues.
- Shopify Integration: Direct integration with Shopify made it easy to check order statuses, process refunds, and handle returns without leaving Gorgias.
- Automation: Gorgias automated tasks like sending out order status updates, allowing the team to focus on personal interactions that matter most to customers.
As Chiara noted, “With a click, I can check orders, refunds, or shipping statuses in a minute. It’s made handling 2,000 tickets a day possible.”
Expert implementation support from Cooder
Cooder helped One Block Down choose Gorgias as the best-fit platform, aligning with their need for efficient, centralized support. With tailored guidance, Cooder enabled the team to unlock Gorgias’s full potential, allowing them to manage high inquiry volumes smoothly while keeping customer interactions personal.
The results: Efficiency, automation, and personalized service
The implementation of Gorgias transformed the way the brand’s customer support operated. Chiara's team can now manage over 2,000 inquiries daily while maintaining high response and resolution times. Automation and Gorgias's Shopify integration streamlined workflows and allowed the team to focus on higher-value interactions.
Key results:
- Response Time: First responses are now delivered within 1 hour, improving overall customer satisfaction.
- Resolution Time: Average resolution time has dropped to 3 hours, allowing the team to close tickets quickly and efficiently.
- Improved Conversion Rates and Revenue: Within 4 months of automating tickets, conversion rates increased to 2.25% (up 134% from early 2024). Revenue generated from support also hit a record-breaking high, increasing more than 1000%.
- Increased Capacity: Automation handles routine inquiries, enabling the team to manage a high volume of tickets without adding additional staff.
The automation made possible with Gorgias has been a game-changer for both conversion rates and revenue.
Chiara shared, “Without Gorgias, it would be impossible for us to manage the volume of work we get from customer orders and inquiries.”
Looking forward: AI and WhatsApp integration
Looking ahead, One Block Down plans to leverage Gorgias’s AI Agent to further automate their operations and integrate WhatsApp as a customer service channel. By adopting new tools and expanding their current capabilities, the team aims to maintain their high level of service even as the brand grows.
Gorgias transformed customer support operations
For this fast-growing streetwear brand, Gorgias has proven to be an essential tool in managing customer support across multiple channels. By consolidating all communications, automating routine tasks, and integrating with Shopify, Gorgias enabled the team to handle a high volume of inquiries while maintaining exceptional service.
As Chiara reflects, “Gorgias helped us focus on the real problems by automating the easy stuff. It’s been a game-changer for our team.”
Ready to streamline your customer support? Gorgias could be the solution your brand needs to scale efficiently and maintain personalized customer interactions.
