Story
Freshworks
8x8Freshworks at 8x8: Customer Messaging
8x8, an information technology organization in the United States, uses Freshchat from Freshworks to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because customer messaging has a clear owner |
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how product communications actually runs |
Story
8x8 did not need another dashboard that nobody opened. It needed product communications to move. In the United States, product and growth teams already knew where customer messaging went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Freshchat from Freshworks is now in that path. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The company treats it as production tooling for product communications, which is why product and growth teams live in it rather than exporting from it once a quarter.
8x8 can show how customer messaging is handled today. That is the value: a repeatable way to run product communications on software the rest of the industry already recognizes.
