Announcements

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

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 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

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: 

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

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  🧠 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

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

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) Check out their stories and grab the job description templates to help build your own dream team ➡️  

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 ▶️ Register now for practical tips on using AI and automation to give customers and employees a better experience. 

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.✨ AI Superpowers: Let AI assist your team with smarter insights and faster issue resolution.📢 Latest Updates: ICYMI, we’ll recap our recent product releases.🎥 New video library: Our team will be building a brand new crash course video library, and we want to hear what videos you’d like us to make! Tell us in this post.  Who’s the webinar for?Front users ready to unlock all the platform’s potential Team leaders and managers on the hunt for better collaboration tools Anyone curious about what’

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 — even with a small team.🎯 Check out her insights here

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. Learn more.  Customer portal (open beta): Give your customers a one-stop-shop to submit and track tickets. Available on the latest Growth plans and above. Learn more. We’re also giving an exclusive first look at Smart QA. Replace manual ticket audit processes with automated scorecards and comprehensive reporting, powered by Front Intelligence, the AI layer designed to transform customer experiences at scale. Get ready for a complete view of agent performance without time-consuming manual reviews,

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 Kenji Hayward came up with this new metric to share with fellow customer support leaders seeking to gain actionable insights into their AI-powered customer support and make targeted customer experience improvements. Since this is a new metric, we’re learning as we go. All feedback is welcome and encouraged! Feel free to ask questions and share results in this post. 👉 Che

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. ⚙️ Customizable access: Manage visibility settings with admin permissions tailored to your needs.Take control of your knowledge base today and share the right content with the right people.💡 Learn more about this update and how to enable it here.

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 clear pathways for growth, including leadership, mentorship, and cross-functional projects. Tips for fostering autonomy: Empower team members to take charge of their development while aligning with company goals. A focus on impact: Go beyond tasks to measure the real outcomes of off-queue initiatives like mentorship and OKR ownership. Customizable framework: Adapt our six building blocks for a senior support rubric to fit your team’s

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 deeper into these strategies and more in our full blog post: From silo to powerhouse: how nurturing cross-functional partnerships can amplify support’s imp

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 with AI and automation, helping teams scale support with ease. Looking ahead to 2025:📊 AI going beyond routine tasks to provide deeper insights.⏱️ Even faster, more personalized customer service.🤝 AI as your team’s partner, not a replacement.💡 Ready to see the full recap of how we’re building for AI-powered, customer-first support? Plus, a sneak peek of what’s next in 2025? Check out Front Rewind 2024 here. What was your biggest win this year? Let us know! 🚀

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 providing customer support How a support program was successfully formalized and embedded into the company Listen to our interview below: Shoutout to @PhoebeatFront @Cori @evano @jason @Luke @jessye @haley @sadie_mcdaniel @MaggieL for making appearances in the stories we shared and laughed about 😄 If you enjoye

🎟️ 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 Resolution time Replies to resolution Resolved on first replyNote: Conversation stages will be gradually replaced by ticketing statuses—learn more here.  ⏰ See waiting and snoozed conversations in the Live dashboardThe Live Dashboard now includes “waiting” and “snoozed” conversations in addition to “open” ones, giving support managers a full view of all conversations by status. Learn more.  🔗 New integration: SyndicoSyndico is a co-pilot for your property management business, enabling you to receive, analyze, and respond to requests, all while conn