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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! 🚀

helenaCommunity Manager

published in Announcements

Introducing: Front customer referral programAnnouncement

Calling all Front fans! We're thrilled to introduce our brand-new customer referral program — word-of-mouth is one of our most powerful assets, and we're eager to foster more of it! Share the magic of Front with your friends and colleagues, and reap rewards in return. For every qualified referral that becomes a Front customer, you'll receive a $500 gift card! 💰 📍Get all the details of the program here

helenaCommunity Manager

published in Announcements

New AI and automation features to scale exceptional customer servicefeature

Front has always leaned heavily into automation, as evidenced by our rules feature, which has been a core component of the platform ever since Front’s early days. As we continue to evolve, we’re excited to share with you some new exciting features in the world of AI and automation which will be sure to make your work even more streamlined. Check out our blog post, launched today, that unveils all the new features you now have at your fingertips!📍Read here P.S. And once you’ve read up on the features, learn how to use them in these brand new Front Academy courses:Accelerate your workflows with macrosSkyrocket your productivity with AI features

helenaCommunity Manager

published in Announcements

Product updates roundup: April - June 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 to stay in-the-know!📞 New integration: KrispCallWith KrispCall, you can instantly obtain toll-free, local, mobile, and national phone numbers in over 100 countries, enabling immediate calling and texting capabilities. KrispCall’s integration with Front streamlines workflows by seamlessly logging phone calls, voicemails, and SMS messages within the Front interface. 👀 Shared views now available on all the latest plansViews create organized, structured ways of working and help teammates focus on high-priority conversations that meet certain criteria. Shared views enable admins to create a view and show it in selected teammates’ sidebars. Now admins on any of the latest plans have access to create shared views for their teammates.Learn more about shared views 💯 CSAT survey customizationNow you can customize your CSAT surveys with your brand’s

Javier - Developer RelationsCommunity Manager

published in Announcements

An update on Google Business MessagesAnnouncement

Google is deprecating Business Messages on July 31, 2024. Due to this deprecation, Front is removing the Google Business Messages channel on July 8, 2024. If you are using this channel, you will have until August 15th, 2024 to close out or move existing message threads in Google Business Messages. You will continue to have access to historical conversations in Front until you delete the inbox in Front. The channel will continue to live in your settings and inbox until the channel is removed and the inbox is deleted. Leave a comment if you have any questions or concerns about Google’s deprecation.

helenaCommunity Manager

published in Announcements

Front Product Roadmap Webinar: June 2024 Editionresource

It’s time for another highly-anticipated product roadmap webinar! Are you ready to see what's next for Front? We hosted an exclusive webinar where we unveiled our product roadmap and shared exciting new features and enhancements coming your way.Check out the recording below: In this live webinar, we covered:AI enhancements: Preview the latest updates in AI for email, AI tagging, AI compose and summarize, and more. Macros: Learn how to create shortcuts for agents, boosting efficiency and consistency across your team. Enhanced insights: Discover new reports that provide a snapshot of your team’s workload and a bird's-eye view of your support team's live status for proactive decision-making. Recent product releases: An overview of our latest updates. Q&A session: Get answers to any questions about what we covered.This webinar is for you if you’re a:Front user aiming to get the most out of the platform. Team leader or manager focused on improving collaboration and communication with Fr

helenaCommunity Manager

published in Announcements

Front product tutorial videos on YouTuberesource

We heard your feedback and delivered! The most common request we receive for Front Academy is for more video tutorials, so we’ve been working hard to create them. And now, we’re also making them available on our YouTube channel!➡ Check out our product videos YouTube playlistOur Front Academy courses will have much more comprehensive content and education, so we encourage you to enroll in those — but if you’re in a pinch, keep this playlist handy! We’ll update videos frequently, so subscribe to our channel to get the latest 😎

helenaCommunity Manager

published in Announcements

If you use Front for customer support, this Front Academy program is for youResource

Introducing: the new Front Academy learning path on how to utilize all the features in Front to run a world-class support team. This comprehensive program has been curated with the best tips and tricks collected from our most seasoned support leaders and teammates, who use Front to handle every single support request. By enrolling in this course, you can:Gain access to a wealth of knowledge and insights on how to make the most of Front's powerful features for managing customer support Master features such as: rules to automate workflows, AI chatbots to handle inquiries, knowledge base that wows your customers, key operational workflows to run your team, SLAs to keep your customers happy, CSAT improvement and tracking, and more Audit your existing support structure in Front to ensure all the key workflows and features are optimizedTo prove that we walk the walk, we publish our own support metrics on our website (spoiler: we have 98% CSAT), which we accomplish by using Front. We hope to

helenaCommunity Manager

published in Announcements

How do you deliver stellar self-service support?resource

We spoke to top customer experience leaders at Loom, Airbnb, Lattice, and more on the 5 best practices of self-service support.Our newest guide gives comprehensive, practical tips on:When to offload work to automation and AI Creating simple, yet effective chatbots Keeping your knowledge base up to date Building a community your customers love The metrics you should be tracking and how to use those insights📍 Get your copy here! What has worked well for you in your self-service support? We’d love to hear your lessons learned or what’s on the docket for your self-serve strategy! Join the discussion below 👇

helenaCommunity Manager

published in Announcements

Front Product Roadmap Webinar - February 2024resource

Join us for a very exciting roadmap webinar where we unveil where Front is headed in the coming quarters. In this webinar recording, we cover:📱Where do we stand on a native SMS channel? ✅ In addition to viewing data from third-party systems, you’ll be able to action on them right within Front 🔀 Custom actions you can automate for Front, similar to macros in other tools 🤖 So much AI, such as AI tagging and email reply suggestions 📊 Revamped analytics with more visualizations and filtering ❓ Q&A from the audience We’ll answer any questions you have about the presentation, so leave them below and subscribe for updates 👀

helenaCommunity Manager

posted in Announcements

Congrats to our Community Stars, winners in Front's Top 100 Game Changer Awards ⭐️

Congratulations to our Top 100 Game Changer Award winners, Front’s top customers leading the way for customer service! And a very special shout out to @JohnW and @samsheridan from Inontime, @pstos from Prostage AS, and @Tomt from Affect Therapeutics for their recognition as our Community Stars! We’re so excited to celebrate all our winners who are setting a new standard in customer service excellence. We truly appreciate the valuable insight and level of engagement you bring to our members. Your contributions enable all our Community members to learn something new, think outside the box, and celebrate all the amazing work you do for your customers. Way to lead by example in raising the bar for customer service!We’re proud and honored to call you part of our community! ⭐

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