Case Study: SmartBuyGlasses achieves $2,000/month savings and unified omnichannel support with Freshdesk

SmartBuyGlasses saved $2000 after switching to Freshdesk for Phone support

SmartBuyGlasses is a global e‑commerce eyewear retailer operating 30+ local sites in 15+ languages, servicing customers in 100+ countries from seven operations centers with a ~50‑agent support team. Handling over 60,000 customer queries a month across email, phone, chat and social, they struggled with a legacy helpdesk that couldn’t consolidate channels, record calls, or provide the cross‑channel context agents needed, forcing reliance on local landlines and paper/Excel notes.

They migrated to Freshdesk to unify phone, email, chat and social tickets, add IVR and call recording, and enable quick phone number and IVR setup; the switch took two weeks and allowed agents to merge tickets and play back calls for context. The change eliminated landline complexity, improved multichannel visibility and workflows, and saved the company over $2,000 per month compared with other options.

SmartBuyGlasses

Daisy Wei

Customer Service Department Manager