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helenaCommunity Manager

published in Announcements

Ask Me Anything about macros, one of our newest features in FrontEvent

Every so often, we like to host an AMA (Ask Me Anything) session in Front Community, which brings in one of our Product Managers or leaders to answer all your questions about a certain feature. In case you missed the AMA post last wek, we’re talking about one of our newest and most powerful features: macros. They allow you to kick off multi-step automations so that all your processes stay consistent and streamlined, reducing room for error and increasing your productivity. Head on over to our macros AMA to see a video and ask your questions! 📍 Macros AMA: Create shortcuts to automate multi-step processes

helenaCommunity Manager

published in Announcements

Ticket statuses are now in rules and macrosFeature

What you’ve been waiting for ever since we announced ticketing: you can now use ticket statuses in rules and macros to automate even more tasks for your team! Here’s just one example of how you can use this – notify managers when a ticket has been open for a certain amount of time: 📍 To read all the details, see our help article.

helenaCommunity Manager

published in Announcements

Interview: How Front’s Head of Support built the company support cultureResource

At our annual signature event, Frontlines, we hosted an industry panel of CX leaders about how they built customer-first organizations. Front’s own Head of Support, @Kenji Hayward, moderated the conversation. Kenji and I started at Front around the same time (he was my manager for many years, actually) — so I know firsthand the wealth of experience and knowledge he has. And so, as an extension of his panel that he hosted, I wanted to ensure we get him in front of our community to talk in-depth about how he built the strong company-wide support culture here at Front, including:The early days of the support team at Front Mistakes made when trying to involve more of the company in providing customer support How a support program was successfully formalized and embedded into the company Listen to our interview below: Shoutout to @PhoebeatFront @Cori @evano @jason @Luke @jessye @haley @sadie_mcdaniel @MaggieL for making appearances in the stories we shared and laughed about 😄 If you enjoye

helenaCommunity Manager

published in Announcements

5 steps to higher CSAT through a seamless agent experience, automation and AI, and analyticsResource

AI is raising the bar on customer expectations, where 85% are willing to go out of their way for better customer service.¹ For customer service teams to meet and exceed these new standards, they need to be equipped with the right tools and test where AI best fits in their workflows. Learn how to empower support agents to deliver exceptional customer experiences for better CSAT. This playbook covers the five steps our award-winning support team takes to routinely hit 99% CSAT with Front. Learn how you can also use Front to: Resolve customer issues faster Centralize customer communications for seamless omnichannel experiences Boost agent productivity with AI Streamline workflows through no-code automation Measure key metrics for continuous improvement 📌 Download the playbook ¹ ACA Customer Service/CX Study. Shep Hyken.

helenaCommunity Manager

published in Announcements

New course: Create Your Ticketing System with Front 🎟️Training

We’re thrilled to announce Create Your Ticketing System with Front, a new course designed to help you harness Front's powerful ticketing features to track, organize, and resolve customer requests seamlessly. In this course, you’ll learn how to combine the familiarity of email with the organization of ticketing, all within Front. Master efficient workflows that keep everything in one place and explore how to track valuable metrics and team performance for data-driven improvements. By the end, you’ll be set to deliver exceptional, organized service, delighting your customers with each interaction. 📌 Ready to level up your ticketing game? Take the course now.

helenaCommunity Manager

published in Announcements

Introducing: The Ultimate Guide to Customer Service Metrics 📊Resource

📢 New resource alert! We’re excited to introduce a valuable new resource for our community: The Ultimate Guide to Customer Service Metrics. This guide is designed to help support teams focus on the 14 essential metrics that matter most, complete with insights and practical tips from Front’s own Head of Support, @Kenji Hayward. This comprehensive primer covers why tracking metrics is so crucial in today’s high-expectation landscape. With data from knowledge bases, chatbots, and workload reports more accessible than ever, support metrics have evolved from measuring basics like ticket volume to focusing on quality, satisfaction, and overall impact. Whether you’re looking to improve response times, enhance customer satisfaction, or build loyalty, this guide is a must-read. Get ready to optimize your support operations and elevate your customer experience to new heights. 👉 Check out the guide here

helenaCommunity Manager

published in Announcements

Frontlines recap: Announcing modern ticketing, new AI innovations, and much moreFeature

Hey community! Hopefully, you were able to attend Frontlines yesterday, our signature event of the year where we unveil the biggest features we’re working on and share our upcoming vision 🚀 If you missed it, not to worry! We have these resources for you to catch up:Read the blog: Learn about what and why we launched this exciting lineup of features. Watch the recordings: Replay the sessions of our CEO Dan’s vision of a customer-first support strategy in the age of AI, Front’s newest and upcoming product launches, and a learn from industry leaders on how to building a truly customer-first organization. Check the Q&As: Check out all the questions users had in the live chat during the event and get all the answers. Listen to the interview: As a followup to the industry panel session, Front’s Head of Support chats about how he built Front’s company support culture, in an exclusive interview for Front Community. Use this post: This is your cheat sheet for all the features that were an

helenaCommunity Manager

published in Announcements

Build no-code integrations with ConnectorsResource

Connectors allow you to build integrations in Front without writing code. You can enable powerful functionality like accessing order or shipment information automatically in a Front conversation anytime a matching ID is mentioned, canceling an order without leaving Front, or updating a customer record in your CRM with new information from your recent conversation. In addition to our pre-built connectors (Jira, Highway, Tai), you can also build your own custom Connectors that link your external systems to Front. We’ve created a series of short courses to teach you exactly how, filled with videos and tutorials to ensure you learn the basics to get Connectors up and running. Ready? 👉 Learn to build Connectors

helenaCommunity Manager

published in Announcements

Set up your knowledge base to power AI features in FrontResource

Front’s Knowledge Base has two superpowers you can take advantage of:Collects all your information into one place for customers to easily access Powers AI features in Front that will save you time exponentially Want to learn how to do the above? Take our course and we’ll walk you through step-by-step. At the end, you’ll know how to build a robust knowledge base that works in tandem with Front to serve your customers better and faster. If you have questions, drop them below!

helenaCommunity Manager

published in Announcements

Hot off the press: Top-Tier Support, Front’s newsletter by our Head of SupportResource

Top-Tier Support, a new newsletter by Front’s very own Head of Support, Kenji Hayward, packed with actionable frontline advice, fresh perspectives, and a hot take or two! I’ve gained invaluable knowledge working with Kenji for the past six years, and now you will, too. Every two weeks, he’ll be sharing lessons learned during his time leading Front’s customer support team — scaling his scrappy team of three (which included me!) into a global, award-winning team at a high-growth startup. Expect veteran tips and conversation starters designed to exchange ideas, strengthen your own teams, and inspire your customer experience strategy. 👉 Subscribe today for inbox-worthy fresh takes

helenaCommunity Manager

published in Announcements

Introducing Support Report: make great service your competitive advantageFeature

Since publishing our real-time support metrics last year, we’ve gotten lots of questions about how we did it. So we thought...why not just let you build your own? Meet Support Report: the easy way to share key service metrics like response time and CSAT with customers in real time. Curate your metrics in analytics and publish the page to your Front knowledge base in minutes—no web dev resources required. You’ll be able to showcase your CX with transparent, real-time data sourced directly from Front. Build trust with customers, hold your team accountable, and use your amazing service experience as a lever for growth. 📍 Get the full scoop on the blog Ready to build your own Support Report? Use this getting started guide in our help center. Edit: Front’s support leader, @Kenji, just wrote a newsletter today all about his thoughts on Front’s public Support Report and why we believe in it as a company. Great read if you’re interested in this topic!

helenaCommunity Manager

published in Announcements

Front’s Help Center manager shares how she keeps our articles AI-readyResource

One of the consistently positive pieces of feedback we get from customers is how robust Front’s Help Center is – and we owe that to our very own @karen_nguyen, who manages help.front.com. I’ll toot my own horn and say that before Karen, I managed our help center and set some basic foundations – but Karen has truly elevated it and enabled our AI to automatically deflect countless questions from our support team and allow customers to get answers faster than ever. In this blog post, Karen shares her best tips on how she maintains our help center: how she structures the articles, leverages users’ search terms, consolidates content, and more – all through the lens of allowing AI to better use these articles to help customers. 👉 Read her blog post here

helenaCommunity Manager

published in Announcements

How to create AI-friendly help center articlesResource

Many of you are already using Front’s Knowledge Base to power your AI chatbot to automatically resolve customer inquiries – and we’re so proud to see those deflection rates! And now, we’ve created a detailed guide to help you maximize your knowledge base to answer as many questions as possible, freeing up your time to answer the truly complex questions. In this guide, you’ll learn:How to structure your articles for optimal AI learning How to document, measure, and update articles Best-in-class practices from real article examples 👉 View the guide here

helenaCommunity Manager

published in Announcements

Frontlines 2024Event

It’s a pivotal moment for the customer service industry. Don’t miss our on-demand recordings from Frontlines, where we discuss the evolving customer support landscape and unveil game-changing new Front features. Plus, support leaders share their tips for creating a customer-first culture, company-wide. 📍 Check out the replay here AGENDAKEYNOTEBuilding a customer-first support strategy in the age of AIAI is evening the CX playing field, enabling companies of all sizes to better support their customers. However, best-in-class businesses use these tools for more than deflection—they’re gaining a deeper understanding of their customers. See how to leverage AI to grow your business faster and gain insights into what customers really want. PRODUCT SPOTLIGHTNew capabilities for exceptional service at scaleOur latest launches and upcoming releases will help your team deliver your best customer experience yet. From enhanced support workflows to practical AI for end-to-end assistance, tune in t

helenaCommunity Manager

published in Announcements

Maximize your company’s email sending reputationResource

Deliverability means ensuring your emails reach recipients' inboxes—both internal and external—without being marked as spam or bouncing. It’s key for effective communication, making sure important messages get through. Email servers have systems to filter out spam and let legitimate emails through. Since most of Front’s customers use email as one of their communication channels, we created a course to help you improve your email delivery to make sure your messages reach your audience as planned and to maintain your email reputation so that your emails are less likely to be marked as spam by recipients. 👉 Take the course here: Optimizing email deliverability for Front

helenaCommunity Manager

published in Announcements

How to achieve 100% CSAT and build a world-class support functionResource

Exceptional customer service is a key differentiator in today’s market, especially in high-value-transaction industries like travel management or reputation-sensitive industries like healthcare. At Front, we're committed to transparency and excellence, consistently striving to surpass industry standards with our support team's performance. To share some of the knowledge we’ve gained along the way, we've gathered insights from top technology leaders on building world-class support organizations that drive business growth through outstanding service. This guide will help you build a world-class support function by evaluating your teams, tools, processes, and mindset. You'll learn how to:Understand and measure CSAT 🧠 Identify key areas for improvement 🔎 Enhance your team, tools, and processes for better CSAT 👨‍💻 Utilize AI to boost CSAT 🤖 Foster a company-wide culture focused on CSAT ✔️📌 Check out our guide here

helenaCommunity Manager

published in Announcements

Front’s live Support Report: a real-time look at our service levelsResource

We’re all about delivering top-tier customer service, and we’ve taken it a step further by making our core metrics public. Our support team doesn’t just meet industry standards—they exceed them in response time, reply rate, CSAT, and more. By sharing these metrics, we hope to lead with transparency and help to set a higher standard for the industry. And yes, we achieve these results thanks to Front. 📌 Check out our live Support Report page as we continue to push the boundaries of what great customer service looks like.

helenaCommunity Manager

published in Announcements

Product updates roundup: June - August 2024Feature

In case you missed it, here’s a recap of all the exciting new features from the last few months 🚢 Subscribe to product updates and announcements so you don’t miss a thing! 🇫🇷 Front Chat now supports FrenchFront Chat (including AI Answers) is now available in French 🇫🇷You can set a chat widget to be in French in your chat settings and all text will be automatically translated into French. With this update, chatbots now also support French so the full experience will be consistent. Additionally, the French version of AI Answers is now in open beta. AI Answers instantly resolves chat inquiries with responses written by AI, sourced from your knowledge base. This lets your team save time on simple issues and deliver faster resolutions to customers.Learn more about Front Chat and AI Answers. 📚 Power suggested replies with an internal knowledge baseYou can now select an internal Front knowledge base as the source for suggested replies. With suggested replies, your team can:Let AI craft

helenaCommunity Manager

published in Announcements

Two courses to help you seamlessly transition from Gmail or Outlook to FrontResource

We’ve launched two brand-new courses designed to help your team make a smooth and successful transition from Gmail or Outlook to Front: 1️⃣ Transitioning from Gmail to Front2️⃣ Transitioning from Outlook to Front What you'll learn:Understanding cutover: Get a clear understanding of what a cutover is and how it impacts your transition. Preparation steps: Learn how to properly prepare your Gmail/Outlook accounts and associated groups to ensure a flawless move. Launch with confidence: Equip your team with the knowledge and tools to make the switch with ease.These courses are designed to set your team up for success, minimizing disruptions and ensuring a seamless transition to Front. Ready to get started? Dive into the courses now and take the first step toward a more efficient and collaborative workspace with Front! We can’t wait to see you excel with Front! 🚀

helenaCommunity Manager

published in Announcements

Live Dashboard for real-time visibility into your business operationsFeature

We recently launched a new feature to help you track all the conversations happening in real-time. Keep your team in sync with the new Live Dashboard, offering real-time insights into open conversation queues to ensure quick responses, improve efficiency, and provide support when needed. With the Live Dashboard, you can:Monitor key metrics instantly: Track open and unassigned conversations by inbox, helping your team manage workload effectively. Spot and resolve bottlenecks: Detect slowdowns as they happen and allocate resources where they're most needed. Assess team performance: See how conversations are distributed among team members to identify those who may need extra training or support.This feature is now accessible to all company and workspace admins on the latest Growth plan or higher. Head over to Analytics to explore it! Learn more in this article. Additionally, we’ve updated your Analytics sidebar for easier navigation. You’ll now land on the new Workload report, which conso

helenaCommunity Manager

published in Announcements

On-demand: How to scale delightful customer experiences with self-service supportResource

Make self-service your customer’s most loved form of support.Join us with customer experience experts, Maxime Manseau (Birdie), Susana de Sousa (Ex-Loom, Airbnb), Nisha Baxi (Gong), and Kenji Hayward (Front) to learn how to transform your self-service support into delightful experiences. In this webinar, you’ll learn: How to create personalized, valuable experiences that lead customers to success How to scale support through self-service channels and streamline for faster resolutions How to measure the performance of your self-serve resources

helenaCommunity Manager

published in Announcements

[Free template] How to build a customer service QA scorecardresource

If you’re only tracking CSAT and NPS, you’re still missing a critical metric to fully understand customer service.Your internal quality score (IQS) helps you understand the quality of the conversations between your customers and your customer service team. Model your internal QA process after our award-winning support team and learn:How to set up a QA process using a scorecard — template included! How to measure your internal quality score (IQS) Why IQS is important to track alongside other customer service metrics like CSAT and NPS📌 Steal our template here.

helenaCommunity Manager

published in Announcements

Two new courses: Macros and AI features in composerresource

Last month, we shared about our newest automation and AI updates in this blog post. If you haven’t already seen, we also have two new accompanying Front Academy courses to help get you up to speed and working with these new features. Accelerate your workflows with macros: Build one-click actions that kick off complex processes Skyrocket your productivity with AI features: Summarize conversations and speed up replies with AI Summarize and AI ComposeSee you over on Front Academy! 🤓

helenaCommunity Manager

published in Announcements

New AI beta features: suggested replies, similar conversations, AI taggingFeature

Today we launched three new AI beta features to help agents respond confidently, resolve issues quickly, and save valuable time. Features included: Suggested replies: Auto-draft replies to customer emails with AI, based on your knowledge base content. Similar conversations: View related conversations to quickly get historical context and jumpstart the solution. AI tagging: Automatically tag messages based on the topic or sentiment of the message. Get demos of each feature and how to set them up in our new Front Academy course: ✨ Front's AI features in beta ✨ You can also read about how each feature works and watch a full recording of the announcement on our blog. These features are available to turn on now, until we reach capacity. Company admins can go to Company Settings > AI to turn them on settings. Similar conversations, suggested replies, and tag by sentiment or topic will be free to use through the end of the year, but may be moved into a paid add-on in the future. Learn m

helenaCommunity Manager

published in Announcements

Virtual event: What’s next for Front with CEO Dan O’ConnellEvent

In case you missed it, Front welcomed a new CEO in March this year. Dan, our new leader, has a deep and extensive background in AI, having explored its potential long before many of us had even heard about ChatGPT. We’re thrilled to have him at the helm, guiding Front into exciting new frontiers.If you weren’t able to join our event where Dan shared his thoughts on AI, automation, analytics, and the latest developments in Front’s vision, you can catch up with the recording!📍 Check out the replay here We’re glad to have you on this journey with us! 🚀

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