Announcements

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 here.

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 ComposeSee you over on Front Academy! 🤓 

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 new Front Academy course: ✨ Front's AI features in beta ✨ You can also read about how each feature works and watch a full recording of the announcement on our blog.  These features are available to turn on now, until we reach capacity. Company admins can go to Company Settings > AI to turn them on settings. Similar conversations, suggested replies, and tag by sentiment or topic will be free to use through the end of the year, but may be moved into a paid add-on in the future. Learn m

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 them in these brand new Front Academy courses:Accelerate your workflows with macrosSkyrocket your productivity with AI features  

It’s time for another highly-anticipated product roadmap webinar! Are you ready to see what's next for Front? We hosted an exclusive webinar where we unveiled our product roadmap and shared exciting new features and enhancements coming your way.Check out the recording below: In this live webinar, we covered:AI enhancements: Preview the latest updates in AI for email, AI tagging, AI compose and summarize, and more. Macros: Learn how to create shortcuts for agents, boosting efficiency and consistency across your team. Enhanced insights: Discover new reports that provide a snapshot of your team’s workload and a bird's-eye view of your support team's live status for proactive decision-making. Recent product releases: An overview of our latest updates. Q&A session: Get answers to any questions about what we covered.This webinar is for you if you’re a:Front user aiming to get the most out of the platform. Team leader or manager focused on improving collaboration and communication with Fr

Introducing: the new Front Academy learning path on how to utilize all the features in Front to run a world-class support team. This comprehensive program has been curated with the best tips and tricks collected from our most seasoned support leaders and teammates, who use Front to handle every single support request. By enrolling in this course, you can:Gain access to a wealth of knowledge and insights on how to make the most of Front's powerful features for managing customer support Master features such as: rules to automate workflows, AI chatbots to handle inquiries, knowledge base that wows your customers, key operational workflows to run your team, SLAs to keep your customers happy, CSAT improvement and tracking, and more Audit your existing support structure in Front to ensure all the key workflows and features are optimizedTo prove that we walk the walk, we publish our own support metrics on our website (spoiler: we have 98% CSAT), which we accomplish by using Front. We hope to

We spoke to top customer experience leaders at Loom, Airbnb, Lattice, and more on the 5 best practices of self-service support.Our newest guide gives comprehensive, practical tips on:When to offload work to automation and AI Creating simple, yet effective chatbots Keeping your knowledge base up to date Building a community your customers love The metrics you should be tracking and how to use those insights📍 Get your copy here! What has worked well for you in your self-service support? We’d love to hear your lessons learned or what’s on the docket for your self-serve strategy! Join the discussion below 👇

Join us for a very exciting roadmap webinar where we unveil where Front is headed in the coming quarters. In this webinar recording, we cover:📱Where do we stand on a native SMS channel? ✅ In addition to viewing data from third-party systems, you’ll be able to action on them right within Front 🔀 Custom actions you can automate for Front, similar to macros in other tools 🤖 So much AI, such as AI tagging and email reply suggestions  📊 Revamped analytics with more visualizations and filtering ❓ Q&A from the audience We’ll answer any questions you have about the presentation, so leave them below and subscribe for updates 👀