Story
Freshworks
Aqua SecurityFreshworks at Aqua Security: Customer Messaging
Aqua Security, an information technology organization in Israel, uses Freshchat 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 Freshchat 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
Aqua Security grew customer messaging faster than the local tools around it. From Israel, information technology 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. Aqua Security 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.
