Story
Freshworks
vivovivo Standardizes Customer Messaging on Freshworks
vivo, an information technology organization in China, uses Freshservice 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 |
| Risk and compliance | Freshservice is the governed place product and growth teams use for product communications |
Story
vivo is based in China 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 Freshservice 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 vivo, 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.
