Case Study: SmartBuyGlasses saves $2,000/month and unifies multichannel support with Freshworks

Smartbuyglasses Saved $2000 After Switching to Freshdesk for Phone Support

SmartBuyGlasses, a global e-commerce eyewear retailer handling about 60,000 customer inquiries per month across 30+ local sites, was hampered by a legacy helpdesk and local landlines that couldn’t consolidate email, phone, chat and social channels or record calls. To fix multichannel gaps and provide agents with customer context, SmartBuyGlasses evaluated vendors and selected Freshworks’ Freshdesk platform.

Freshworks deployed Freshdesk’s centralized ticketing, phone channel with IVR and call recording, and cross‑channel ticket merging so agents can playback conversations and view all interactions in one place. The move was completed in two weeks, enabled quick number provisioning, improved agent productivity handling over 1,000 weekly calls and ~600 chats, and delivered measurable savings of more than $2,000 per month.

SmartBuyGlasses

Daisy Wei

Customer Service Department Manager