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78 Topics
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MatthewMeeksCommunity Manager
published in Announcements
New tools to amplify support quality across channels: Smart QA, reimagined Dialpad integration, and Front Chat enhancements

Today we’re announcing new features to boost your omnichannel support including AI-powered Smart QA, an all-new Dialpad integration, and improvements to Front Chat: Smart QA: Automate service quality reviews on every interaction through customizable, AI-powered scorecards. Get comprehensive and accurate agent performance insights for faster feedback loops. New Dialpad integration: Handle voice calls and SMS alongside your other channels in real time. With our all-new, enhanced voice integrations you can seamlessly handle calls from your inbox, search and comment on transcripts, and more. Dialpad is live now, with more coming later this year! Chat enhancements: Help your team deliver top-quality chat support with deeper insights, seamless mobile experiences, and third-party data in every conversation. And coming soon, you can engage customers before they ask with proactive outbound messaging. Learn more about how these new features can enable your team to deliver quality support on ever

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MatthewMeeksCommunity Manager
published in Announcements
New research: What logistics customers expect in 2025Blog

Faster, more transparent, and more human — that’s what logistics customers want.We surveyed 900+ professionals who rely on logistics tools and services to understand what’s driving loyalty and growth in 2025. Key insights:66% would pay more for standout support 72% say it's too hard to reach a person 80% say service shapes their perception of a business 📥 Get the full report  Whether you're scaling operations or strengthening relationships, this report gives you data-backed strategies to lead in 2025. 

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Product MarketingCommunity Manager
published in Announcements
The AI comfort gap: What it means for your customer experienceAnnouncement

Your customers aren’t a monolith, nor should your customer experience be.  Our recent study of 4,500 desk workers revealed that your customers’ relationship with AI affects what they expect from your AI-powered customer service. We uncovered three personas, and they all want different things from AI:  Daily AI users (Adopters): Recognize AI’s benefits, so expect more6X more likely than Traditionalists to agree that businesses using AI care more about their customer experiences Weekly/monthly users (Dabblers): On the fence and easy to lose70% wish AI could help without needing a human Rare/never users (Traditionalists): Skeptical yet still demand excellence3X more likely to avoid using AI-powered service (find out what channels they prefer instead) We break down exactly what each group wants and how to design experiences that work for all three. Check out the data: https://front.com/blog/state-of-service-expectations-ai-comfort-gap  

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Product MarketingCommunity Manager
published in Announcements
Why support leaders are focusing on scale, not sizeAnnouncement

AI headlines are loud, but what’s actually working inside top support teams? Smart operations. At companies like Airbnb and Shopify, AI isn’t replacing humans, it’s clearing the path for them. And the teams seeing real success aren’t the biggest. They’re the most scalable. At Front, we’ve doubled down on support operations: investing in knowledge management, automation, and roles like Support Ops Analyst and Developer. These aren’t back-office roles: they’re the force multipliers. As Kenji Hayward shares, scaling support today means building systems, not just adding headcount. 🔗 Read why smart support leaders are investing in leverage: https://www.linkedin.com/pulse/why-future-support-scale-size-kenji-hayward-z5qlc/  

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Product MarketingCommunity Manager
published in Announcements
New: Workforce Management for optimized staffing, a self-serve Help Center, and robust admin tools to scale your support operationsAnnouncement

Today we’re introducing our latest features including a self-serve Help Center, new admin tools, and previewing Workforce Management to help support leaders scale support sacrificing service quality.  Here’s what's new: An exclusive first look at Workforce Management: Customize shift plans, sync your Google Calendar events, and set minimum staffing requirements. With real-time staffing visibility and conversation auto-assignment, your team stays covered and ready to deliver great service, every time.  Streamline self-serve support in the new Help Center hub: Enable your customer portal, Knowledge Base, Support Report, and chat widget in one flexible, easy-to-enable experience.   Admin tools for managing at scale: From flexible ticket statuses per inbox to detailed audit logs, these updates give support leaders the control they need to scale without the chaos. 📍Sign up here to get on the beta waitlist for Workforce Management, and get more details on how each feature works on our blog.

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MatthewMeeksCommunity Manager
posted in Announcements
Celebrating support: Five ways we show appreciation

Support work is hard, and it deserves to be celebrated. At Front, we’re big believers in recognizing the people who power incredible customer experiences.From regular kudos in Slack to meaningful surprise bonuses, here are five ways we show our support team how much they matter.You’ll find ideas you can steal — from personal spotlights to public shoutouts and team traditions.💡 Read the full post for ideas on how to refine the culture of appreciation on your own team.

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MatthewMeeksCommunity Manager
posted in Announcements
Your week-by-week guide to onboarding support reps

Great onboarding sets reps up to deliver great service. Whether you're onboarding your first support hire or scaling your team fast, a clear structure makes all the difference. This guide breaks onboarding into manageable milestones over the first 4 weeks, including: ✅ What to cover in week 1 vs. week 4✅ How to track rep confidence over time✅ Tips to personalize onboarding by experience level 💡 Check out the full post for templates, timelines, and tips to make onboarding more effective and scalable. 

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helena
helenaCommunity Manager
published in Announcements
Front Product Improvements & Roadmap Webinar: April 2025 EditionEvent

Big things are coming to Front, and we’re giving you an exclusive first look! Rewatch our live webinar below to explore our latest product roadmap and discover new features designed to supercharge your team’s collaboration and productivity.  Here’s what we covered:✅ Recent Product Improvements – A deep dive into the latest enhancements and how they can benefit your team.🎨 Modernized UX – A sleek, intuitive design to help your agents work smarter and faster.📮 Ticketing – Updates like portal enhancements, bulk replies, and task management to streamline workflows.🤖 Self-Service Support – Improved chatbot capabilities, including outbound messaging and mobile SDKs.🧠 AI & Automation – Smarter agent assistance and insights to boost efficiency.📞 Omnichannel Integrations – Deeper voice and WhatsApp integrations, plus Connector improvements for a seamless workflow. Who should tune in?👉 Front users who want to maximize their toolkit.👉 Leaders focused on improving communication and team

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Product MarketingCommunity Manager
published in Announcements
📣 What do customers really want from support?Announcement

Customer expectations are evolving fast. Are you ready to meet them? Join us for The State of Service Expectations, a live panel discussion with top customer experience leaders. We’ll unpack brand-new research, share honest customer feedback, and give you real strategies to elevate your support game. ✨ What you'll learn:What customers won’t compromise on — and how to exceed those expectations How people really feel about AI-powered support (and how to do it right) Easy, impactful tactics to stand out from your competition 🎙️ Featuring:Mercer Smith (VP, Community + Education at PartnerHero, author of CXOXO) Neal Travis (Head of Customer Experience at AIHR, host of Growth Support) Kenji Hayward (Head of Support at Front) 📅 Don’t miss this one — register now and take your customer experience to the next level. 

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Product MarketingCommunity Manager
published in Announcements
How Front aligns product and support through quarterly syncsAnnouncement

Want a closer connection between customer feedback and product decisions? At Front, we’ve built a system that works: quarterly Support Fix meetings. These syncs help surface recurring support issues, highlight customer pain points, and drive actionable product improvements. ✅ Align on customer impact✅ Track fix progress with a shared spreadsheet✅ Empower support to influence product decisions 💡 Check out the article to see how to run your own Support Fix meeting👉 Download the template 

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helena
helenaCommunity Manager
published in Announcements
Unlock the secrets to customer loyalty with our latest proprietary reportResource

Our latest research reveals that fast responses, seamless resolutions, and a blend of AI-powered efficiency with human care are non-negotiable for building loyalty. Customers demand more than just answers — they want solutions delivered quickly and personally, with 59% ready to churn after just a few negative experiences. This report dives into the shifting dynamics of customer service, showing how exceptional service isn’t just a nice-to-have, but a revenue driver. Discover how to exceed expectations, build lasting customer relationships, and position your brand as a leader in service excellence.  📌 Download the full report now and stay ahead of the curve.  

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helena
helenaCommunity Manager
published in Announcements
The road to faster service: How Uber Freight cut response time by 50%Event

See how Uber Freight boosts speed, accountability, and customer satisfaction with AI and automation. When your company oversees a network of $20b of freight under management, it’s vital to ensure teams can manage the complex logistics and provide fast, high-quality communication necessary to keep goods moving efficiently. Learn how Uber Freight unified their teams and tools in Front, transforming how they work by reducing silos and fostering stronger teamwork. Join for insights on how they:Reduced reply time by 50% while raising the bar for response quality Seamlessly rolled out Front to 1,200 users in just six months Monitor and improve communication quality in real time using Front Intelligence Use Front’s advanced rules engine and no-code interface to quickly implement and test solutions Gather data-backed insights from Front analytics to help leadership prioritize and make quicker, better decisions 👉 Register today for key strategies on improving the quality and quantity of your c

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helena
helena
helenaCommunity Manager
published in Announcements
Unplugged but still connected: How we enjoyed our company offsite while still supporting our customersResource

How did our customer support team care for our customers while attending our week-long company offsite in Mexico? Front’s Head of Support ​@Kenji Hayward spills the beans on what it takes, including turning everyone at Front into a temporary customer support agent!  As Kenji puts it: This isn't about getting someone else to do our job — it's about getting everyone closer to our customers and product. With company-wide queue coverage, our support team was able to take a well-deserved break (even though it was only three hours — they’re true heroes!) to team bond and enjoy themselves.  👀 Read Top-Tier Support newsletter to find out how we had fun and maintained 100% CSAT the whole time.

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helena
helena
helenaCommunity Manager
published in Announcements
Why you need a company AI policy since yesterday (and how to get started today)Resource

A recent McKinsey study revealed that employees are three times more likely to be using generative AI (GenAI) today than their leaders expect. Yet, 48% feel they would use AI more if they got more training and support from their companies.  That’s where a company AI policy, describing when, where, and how to use AI, comes in. A documented AI policy aligns everyone around a shared vision of working with AI and builds confidence that AI use can be strategic. Just as important, these guardrails ensure responsible usage — lowering data, security, and compliance risks.Front’s Head of IT, ​@gregkn Greg Karp-Neufeld, shares his practical guide for implementing an AI policy, including a free download of his AI Handbook template. 👉 Learn more here

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helena
helenaCommunity Manager
published in Announcements
How the subtle art of mentorship transforms support teamsResource

Maxime Haudebert, senior technical support engineer at Front, explores the subtle art of mentorship in customer support. From everyday moments of collaboration to practical tips for new hires, Maxime highlights how mentorship in support isn’t about top-down advice — it’s about creating a culture of shared learning. He discusses how simple actions can have a big impact on building trust and a stronger, more connected support team. 👉 Want to learn how small mentorship moments can ripple across your team and benefit your customers? Check out Maxime's article. Let’s continue to grow and support each other in our work! 

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helena
helena
helenaCommunity Manager
published in Announcements
Front wins two 2024 Stevie Awards, the top awards honor for customer service excellenceAnnouncement

We’re thrilled to announce that Front has won not one, but two Stevie® Awards:Customer Service Department of the Year - Computer Services Best Customer Satisfaction Strategy - Computer Software & Services. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. More than 2,100 nominations from organizations of all sizes and in virtually every industry, in 45 nations and territories, were considered in this year’s competition. Winners were determined by the average scores of 176 professionals worldwide on seven specialized judging committees.  Here’s what one judge had to say: Front's support team has demonstrated an impressive transformation, leveraging AI to enhance efficiency while maintaining 99% CSAT score, which is well above industry benchmarks. Creation of specialized roles, and the launch of the AI Experience Impact Score (AXIS) showcase a strong commitment to innovati

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helena
helena
helenaCommunity Manager
published in Announcements
How BentoBox effortlessly scales CX & cuts handle time by 50%Recording

See how BentoBox offers more support channels, improves handling time by 50%, and provides higher quality care to their customers with Front.BentoBox empowers the world’s restaurants to succeed in their own missions of hospitality. When your customer-base is the hospitality industry, it’s vital to deliver a level of service to match. By unlocking unprecedented collaboration with Front, BentoBox is able to offer more support channels, improve response times, and provide higher quality care to their customers. Peek behind the curtain and hear directly from BentoBox’s team to learn how they:Track key metrics to streamline operations, improving handle times by 50% and resolution times by 27%   Set up chat workflows to enable faster response times without sacrificing quality of care Update and maintain a comprehensive knowledge base so customers can instantly find the information they needView the webinar recording here: 

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helena
helenaCommunity Manager
published in Announcements
Keep your knowledge base fresh with automated update remindersFeature

It's now easier than ever to ensure your knowledge base stays fresh and relevant. You can now schedule reviews for articles, prompting your team to update content and prevent stale information. Here are three key benefits of this new feature:Prevent stale content: Set due dates for article reviews to automatically prompt your team to update and maintain accurate information. Streamline maintenance: Easily manage scheduled reviews with filters in the article list and quickly identify articles needing attention. Stay organized: Receive weekly digest emails with overdue articles and articles due for review in the current week.We hope this new feature makes managing your Knowledge Base even easier!👉 Learn more about how to use this feature in our Help Center

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helena
helena
helenaCommunity Manager
published in Announcements
How we built Queue Crushes: Front Support’s remote collaboration frameworkResource

Ever wished remote support felt as connected as an in-office team? That’s why our support team created Queue Crushes — a structured, real-time collaboration session where our support team tackles cases together, shares insights, and strengthens teamwork. What started as a simple idea to bring back the ease of quick, in-person collaboration has evolved into a cornerstone of how we work. With dedicated one-hour sessions, anyone in support can bring their trickiest cases, learn from teammates, and improve processes together. It’s helped us solve cases faster, break down silos, and create a stronger, more engaged team.📍 Want to learn how to build something similar for your team? Read the full article here.

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helena
helenaCommunity Manager
published in Announcements
Boundless Immigration transformed operations with Front IntelligenceResource

Boundless Immigration simplifies immigration for individuals, families, and businesses with innovative software, expert legal guidance, and a commitment to making the process accessible and easy for everyone.Front has fundamentally transformed how Boundless Immigration delivers customer service, enabling the team to scale operations without proportionally increasing resources. By leveraging Front’s automation, routing, and AI capabilities, Boundless saves over 10,000 hours every quarter — time that would otherwise be spent on manual processes like tagging, triaging, and responding to inquiries.📌 Read the full story: https://front.com/customer-stories/boundless-immigration

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helena
helena
helenaCommunity Manager
published in Announcements
New and improved ticketing course in Front AcademyTraining

We're excited to announce an update to our Create your ticketing system with Front course in Front Academy. Whether you're a seasoned Front user or just getting started, this updated course provides valuable insights and practical guidance to streamline your workflows and enhance customer service. Here's what you can expect to learn:🎟️ Ticketing fundamentals: We'll cover what ticketing is, why it's important, and how it works within Front. 🤝 Hands-on guidance: Learn how to enable ticketing, utilize ticket statuses (including new custom statuses), and leverage ticket IDs. 🔃 Workflow optimization: Discover how to automate actions using rules and macros based on ticket status. 📈 Performance insights: Understand how to track and analyze ticketing metrics within Front Analytics. 🔑 Customer portal mastery: Learn how to empower your customers with Front's new Customer Portal.This updated course will equip you to provide exceptional service, delight your customers, and keep all your ticke

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Kenji
KenjiFronteer
published in Announcements
Front Support team’s modified hours March 3-7 while at company offsiteAnnouncement

Dear Front Community, We're excited to share that our Front team will be gathering for our company offsite in Mexico from March 3-7, 2025. This valuable time together allows our team to strengthen connections, align on our vision, and continue building the best possible experience for you, our valued customers. ❓What this means for you During this period:Our support team will remain operational Response times for non-urgent matters may be slightly longer than usual Critical and urgent issues will continue to receive prompt attention Regular service will resume on March 11th, 2025  🧠 Why this matters At Front, we believe that strong team relationships lead to better customer experiences. This offsite gives our team the opportunity to:Build stronger cross-functional relationships Share knowledge and best practices Collaborate on future innovations Align on our mission to help teams do their best work 🆘 Need support during this time? If you need assistance during our offsite:Live chat w

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helena
helenaCommunity Manager
published in Announcements
Respond faster with AI Assist, now in open beta!Feature

AI Assist is now available in open beta, enabling support teams to respond faster than ever. AI Assist is built around suggested replies, which now leverage past, similar conversations and optionally, your Front Knowledge Base. Let AI generate a message draft and see which sources contributed to it for full transparency and clarity.  Let’s see how AI Assist can save you time and help you exceed customer expectations:✍️ Auto-draft: When AI can find a close enough match between the current conversation and a previous, similar conversation (or a knowledge base article), you’ll see a “Draft reply” button. With one click, AI will create a suggested reply for you to review. 🤓 Review and personalize: Easily validate the reply by reviewing the sources AI referenced and the message draft itself. Personalize the response as needed to ensure every communication is 5-star worthy. 🤩 Wow your customers: AI Assist gives you automation you control, letting you serve your customers more efficiently w

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helena
helenaCommunity Manager
published in Announcements
How your support team’s tone will build trust with every replyResource

A great support experience isn’t just about solving problems — it’s about how you communicate. We’ve developed a thoughtful tone framework that ensures every interaction builds trust and strengthens customer relationships. Want to see how we do it? Check out our support team’s tone guidelines and get actionable tips to refine your team’s communication. 

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helena
helena
helenaCommunity Manager
published in Announcements
Growing your support team: A leader’s guide to evolving roles in the AI eraResource

Here at Front, we’re already witnessing AI’s impact on support jobs. Our AI-driven self-service support handles 58% of our customer inquiries. But we couldn’t have gotten there without building a robust knowledge base and optimizing our operations — all of which required investing in new staff roles.Our support operations team is the fastest-growing function of our support org, and they're all focused on making AI work better for both our customers and our team.We’re sharing real stories from our: Support Programs Specialist (aka knowledge manager because AI needs quality content too!) Support Operations Analyst (the trend-spotter helping us get smarter) Support Operations Developer (turning complex workflows into one-click solutions) Check out their stories and grab the job description templates to help build your own dream team ➡️  

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