Case Study: Blys decreases call handle time by 47% and cuts first response to 6 seconds with Freshworks' Freshcaller

How Blys Decreased Call Handle Time by 47% and First Response Time to 6 Seconds Using Freshcaller

Blys, one of Australia’s fastest-growing wellness brands, faced a fragmented customer service stack—phone, email and chat were handled in different non-integrated tools (Zopim, a standard desk line, Gmail and Google Sheets), causing parallel conversations, information gaps and no reliable performance data. To unify channels and improve customer experience, Blys adopted Freshworks’ customer engagement suite, principally Freshdesk and Freshcaller.

Using Freshcaller (part of the Freshworks suite) tightly integrated with Freshdesk, Blys implemented shared customer profiles, call recording, IVR and cloud telephony so agents see full contact history and capture call metrics. The Freshworks solution let the team set measurable targets and drive improvements: call handle time fell by 47%, first response time dropped from 21 seconds to 6 seconds, and missed calls fell to 0%, with recorded calls used for training and ongoing optimisation.

Blys

Ilter Dumduz

Chief Executive Officer and Founder