Announcements

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

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

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, ​

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! 

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 averag

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

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:

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.

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

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  

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 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. 

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)

Managing a remote support team comes with unique challenges — but it’s possible to build strong connections, foster trust, and even have fun along the way. In his latest article, Front’s Anthony Galleran shares proven strategies for creating a culture of trust, including his concept of “Mandatory Fun.” Learn how his team keeps engagement high with small but impactful habits, transparent leadership, and structured team-building activities. Plus, get inspiration from the full list of activities that have worked at Front. ▶️ Check out the full article and activities here. 

See how Electrical.com responds 70% faster, onboards new hires 40% more efficiently, and increases monthly sales by $20,000 with Front.When customers expect need-it-now electrical products and solutions, Electrical.com’s distributed workforce is a well-oiled machine thanks to robust automated workflows and analytics. Get a behind-the-scenes look into how they’re able to quote faster, onboard employees in a snap, and jump on high-value sales opportunities without adding headcount. You’ll get an exclusive look into:Automating workflows and boosting response times by connecting third-party tools and systems  Growing sales and leads through chat to reel in $20K per month  Using analytics for data-driven ways to improve team performance 

Ready to peek behind the curtain and see what’s cooking? Here’s our exclusive webinar where we unveil our upcoming roadmap and show off some shiny new features guaranteed to level up your Front experience.Here is the recording to our webinar if you missed it: This is what we cover:🎟️ Ticketing Made Easy: Say hello to a new workflow and analytics to help your team track and resolve issues in record time.🤖 Self-Service FTW: Scale your support game with an upgraded knowledge base and chatbot tools.✨

Hey Front community,We're building a library of short, 3-5 minute videos to help you master Front faster and make your workflows smoother. Think bite-sized guides on features, workflows, and tips—perfect for quick learning and implementation! We still recommend you go through the full Front Academy courses, but these short videos will give you the basics to get going faster.So, we need your input to make it awesome because we want it to be useful for you:✨ What features should we cover?✨ Which workflows or processes need a quick guide?✨ Are there topics you’ve struggled with or want a refresher on?✨ What topics do you or your teammates frequently get confused on?Drop your ideas in the comments below! Be sure to include a brief description so we can tailor the content to what you need most. Let’s build something truly helpful together. 💡

Managing a help center with limited resources is a challenge many support leaders know all too well. Even at larger companies, help centers often run lean, leaving small teams to juggle incoming requests, outdated content, and proactive updates — all while keeping customers and teammates equipped with reliable resources. In these moments, prioritization isn’t just helpful; it’s a superpower. The key is focusing on what drives the greatest impact: empowering customers to self-serve, reducing ticket volume, and enabling your team with accurate workflows. It’s not just about putting out fires but planning for long-term success. In this guide, Karen offers her unique perspective, sharing hard-earned strategies for balancing reactive and proactive work, making smart prioritization decisions, and building a help center that delivers outsized results

Today, we’re introducing our latest ticketing features and previewing Smart QA to help support leaders gain unparalleled visibility, control, and insights that elevate team performance and customer experience.  Here’s what’s new:Custom ticket statuses: Create custom ticket statuses tailored to your processes. Available on all latest plans. Learn more. Resolution report: Improve processes and plan headcount with out-of-the-box resolution metrics. Available on the latest Growth plans and above.

AI is handling more and more customer support queries, but visibility into AI’s service quality hasn’t kept up. Enter the AI Experience Impact Score: a new way to pinpoint where AI-led customer experience can be improved.AXIS breaks down AI support quality into three key components:🎯 Resolution Accuracy: Measures AI’s ability to correctly identify and resolve the customer’s issue. 💬 Interaction Effort: Evaluates how much effort the customer experiences with AI to reach resolution. 🤝 Handoff Smoothness: Assesses the quality and efficiency of the transition from AI to a human agent when needed.Front’s Head of Support

We’re excited to announce a powerful and highly-requested new enhancement to Front’s Knowledge Base: login controls. Now, you can require customers or partners to log in to access your content, giving you greater control over who sees your resources.Key benefits of this feature:🔒 Enhanced security: Restrict access to your knowledge base with login requirements. 🔗 Seamless authentication: Use an external identity provider via OpenID Connect for easy and secure access. ⚙️

Customer support roles are evolving, and your top performers deserve a framework that recognizes their contributions beyond the queue. That’s why we’ve created Developing Support Talent: A Rubric for Career Development Beyond the Queue. This resource helps managers empower their teams and align unique talents with meaningful opportunities.Here’s what you’ll get:A practical rubric to track growth: Balance metrics for queue performance and strategic projects, ensuring all contributions are recognized. Retention-boosting strategies: Help your team thrive with cl

We've just released a comprehensive guide to help you break down silos and boost collaboration across departments to deliver the best support for your customers. Here are some key takeaways: Engineering collaboration: Learn how integrating support teams with engineering can lead to proactive problem-solving and a more cohesive product development process. Marketing synergy: Discover strategies for aligning support and marketing efforts to ensure consistent messaging and a unified customer experience. Product development partnership: Understand the importance of involving support teams in product development to provide valuable customer insights and enhance product usability. Operational efficiency: Find out how cross-functional partnerships can streamline operations, leading to increased efficiency and business growth. 👉 Dive deepe

2024 was a year of incredible innovation and impact for Front customers, who collectively accomplished:📬 394M messages sent🤖 3B AI & automation actions completed⏳ 14M hours saved for teams Our customers proved that exceptional service isn’t about AI replacing agents—it’s about AI empowering them. 💪Here’s what we delivered to make it happen:100+ new features, including Ticketing, AI Answers, and Suggested Replies. Faster resolutions, smarter workflows, and tools to delight your customers. Time saved