Case Study: BEL USA cuts operational costs and reduces phone volume 40% with Freshworks (Freshchat & Freshdesk)

How BEL USA brought down operational costs using Freshchat

BEL USA, one of the largest U.S. distributors of promotional products (DiscountMugs.com and BelPromo.com), faced high volumes of pre- and post-purchase inquiries, limited performance visibility, inadequate reporting and an unwieldy Outlook-based workflow that risked duplicate work and poor customer service. To address this, BEL USA evaluated and implemented Freshdesk and Freshchat from Freshworks to centralize ticketing and enable real-time chat.

Freshworks integrated solution—Freshdesk for ticketing plus Freshchat for messaging, Triggered Campaigns, IntelliAssign and CoBrowsing—allowed BEL USA to proactively engage visitors and unify sales and support. The results included a 40% drop in phone calls, Triggered Campaigns reaching 3.1 million visitors with a 28% response rate and over 800K real-time engagements, average response time of 1:04 and average resolution in 11 minutes, reduced bounce rates and operational costs, faster ramp-up for new agents, and improved SEO ranking (DiscountMugs.com in the US top 10k).

BEL USA

Laila Halim

Quality Assurance Analyst