Story
Freshworks
EatonEaton Runs Product Communications with Freshworks
Eaton, an industrials organization in Ireland, uses Freshchat from Freshworks to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Freshchat |
Story
Eaton grew customer messaging faster than the local tools around it. From Ireland, industrials teams still had to serve customers and internal partners who expected a straight answer. Product and growth teams were the ones stitching the picture together by hand.
Rolling out Freshchat put product communications on Freshworks. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Eaton keeps the product in the path where work already happens, so product and growth teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier product communications. Customer messaging is easier to inspect, and adjacent groups can join product and growth teams without a guided tour of someone's desktop.
