Announcements

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

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