Hey community, Cori here from Front!
As a manager of a customer support team, I wanted to share about a feature I’ve been using heavily that might be helpful for you as well: Smart QA has become a valuable assistant to help me spot support quality opportunities quickly and better coach in 1:1s with my team members. The best part — it happens automatically and doesn’t add any additional manual review time for me.
Here’s a walkthrough of how I use it:
As you can see, Smart QA helps me accomplish a few key goals:
- Close the loop quickly: Turn QA findings into targeted coaching notes and actionable follow-ups.
- Catch what matters, not just what’s “measurable”: Smart QA flags responses that miss answering key questions or drift on tone, so I coach to substance, not just speed.
- Consistent coaching at scale: Apply the same rubric across the team to reduce reviewer bias and keep feedback aligned.
- Save time and resources: No need to implement a new tool for QA, as this feature is built into Front where all of our support already occurs!
If you also want to try it out, here’s how to set it up. Drop a comment if you have any questions!
P.S.