Announcements

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

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 providin

🎟️ Access ticket resolution metrics in the workflow reportYour favorite performance metrics, such as resolution time and replies to resolution, now work with ticketing statuses. These metrics were previously only available if you had a conversation stage rule, but now both types of resolutions (stage and ticketing) are accounted for. Learn more about each resolution metric at the links below: Resolved conversations Unresolved conversations

Whether you’re seeking to optimize your team's workflow or master your own daily operations in Front, our live office hours are here to guide you to success, accessible on Front Community’s Events page! You’ll find the upcoming schedule of all our office hours there, so come hang out as often as you’d like.  🤓 What are office hours?Our Weekly Live Office Hours are interactive sessions where Front experts are available to provide real-time assistance, share best practices, and answer any questions you might have. This is an excellent opportunity for users of all levels to enhance their skills and leverage Front's capabilities to the fullest! 💬 Who should join?These sessions are open to all Front users. Whether you’re an admin configuring advanced se

Exciting news, Front Community! Front Academy has just launched two new courses to help you make the most of your upgraded plan. Whether you're exploring possibilities of these plans or diving into recently unlocked features, these courses are here to guide you every step of the way:✨ How to activate your Growth plan featuresLearn how to take full advantage of the standout features of Front’s Growth plan, such as enhanced analytics, AI-powered tools, advanced rules, and premium integrations. Unlock the potential to drive productivity and streamline workflows like never before.✨

A good support team is more than just a safety net for customer issues — it’s the heartbeat of the company’s connection to its customers. But how do you ensure your entire organization benefits from this wealth of insight?Enter: Hop in the Support QueueOur latest guide dives into how Front’s support team created a program that bridges gaps, builds empathy, and boosts collaboration across departments.Here’s what you’ll learn:How to build a “Hop in the Support Queue” program that fosters cross-team understanding and collaboration. The surprising benefits for teams like sales, product, engineering, and marketing. Real-world results and feedback from p

On the heels of our Idiomatic acquisition, we’re excited to share an exclusive first look at the future of AI-powered insights in Front. Join our CEO Dan O’Connell as he chats with Front’s new AI Product Lead, Kevin Yang, about how AI is making it easier to understand what your customers are really saying.  If you’re looking for smarter ways to keep your customers happy and your team focused on what matters most, don’t miss this virtual conversation on December 12th at 10 AM PT.Register for the webinar to join us on December 12th or receive the recording even if you’re not able to attend. Hope to see you there!

We’re thrilled to welcome the team behind Idiomatic, a leading AI-powered voice-of-customer (VoC) platform, to Front. Idiomatic’s technology and platform has been leveraged by top brands like HubSpot, Instacart, and Pinterest to analyze customer conversations for more informed, data-driven decision making. With this acquisition, the Idiomatic team brings unmatched expertise in transforming everyday customer conversations into powerful insights. Most of all, Idiomatic shares our passion for enabling teams to deliver exceptional service for every customer, every day. We also share a belief that your customer conversations are a powerful source of untapped intel that will propel your business forward. As we welcome the Idiomatic team to Front, we can't wait to share more about our vision for AI

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:  📍

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-co

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.  📌

📢 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 satisfact

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.

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 Fr

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! 

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

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 

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. 

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 👉

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 gai

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

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 🔎