Announcements

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 🔎

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/Outlo

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  

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

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 Compose

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 n

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! 🚀

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 

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 the