Story
Freshworks
RakutenRakuten Modernizes Customer Messaging with Freshworks
Rakuten, an information technology organization in Japan, uses Freshdesk from Freshworks to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Product and growth teams work from the same Freshdesk record for customer messaging |
| Capability | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
Story
Rakuten is based in Japan and runs information technology operations at a scale where customer messaging cannot live in side channels. Product and growth teams were reconciling competing copies of the same work, which slowed product communications and hid who owned the next step.
The company runs product communications on Freshworks, with Freshdesk as the product product and growth teams actually open. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. For Rakuten, that means product and growth teams can open one workflow, see customer messaging, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for customer messaging.
