Story
Freshworks
ModernaFreshworks at Moderna: Customer Messaging
Moderna, a health care organization in the United States, uses Freshchat from Freshworks to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Freshchat is the governed place product and growth teams use for product communications |
| Capability | New joiners can see how product communications actually runs |
Story
Moderna grew customer messaging faster than the local tools around it. From the United States, health care 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. Moderna 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.
