Case Study: Roma achieves faster, more personalized online support with Gorgias

How Roma automates their ticket resolution and reduces their response time by 50%

Roma Designer Jewelry, a non-traditional jewelry brand that grew from brick-and-mortar Costco pop-up events into a fast-growing online business, needed a way to replicate the personalized, instant communication of its in-person sales experience online. As orders and customer questions increased across email, social channels, and website traffic, the team needed a scalable support solution to keep up with demand.

Roma chose Gorgias, using its live chat feature, Shopify integration, macros, tagging, and automated responses to streamline support and deliver faster, more personalized service. With Gorgias, Roma cut first response time by 50%, and macros plus automation now handle more than 30% of ticket resolutions, helping the brand support over 200 orders per day while maintaining a high-touch customer experience.

Roma

Deven Davis

Chief Marketing Officer