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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
 

 

Ready to build your own Support Report? Use this getting started guide in our help center. 

 

Edit: Front’s support leader, @Kenji, just wrote a newsletter today all about his thoughts on Front’s public Support Report and why we believe in it as a company. Great read if you’re interested in this topic!

Awesome, Once Secure (Intranet), Outward-Facing, KB Access is Released!

 

This will be awesome, once we have a way to deploy Front Knowledge Base access to non-Front users in a secure, Intranet environment!  Providing this type of intelligence to customers is a Win.  Making it generally available to competitors….  <Cough>

Hey @JohnW  thanks for the great feedback, as always! The philosophy behind this feature is to transparently share your metrics with leads and customers — and that means yes, your competitors would have access. We don't see this as a bad thing that you're able to showcase your strengths!
But, we recognize that this may not make sense for every business. We're working on more access controls for knowledge base that would put Support Report behind a login. Stay tuned! 

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