AMA with Front's Head of Customer Support, Kenji Hayward

What are the top features Front’s Support team uses that really impact your work, efficiency, and CSAT scores? In other words, what are the must-use features of Front you recommend for support teams?

I’d like to convince my team to switch from ticketing to using Front, but I’m having trouble making the case. Why would a support team use Front instead of a ticketing system? What are the pros and cons of making that switch? 

What rules does Front’s support team use to automate processes and save time?

What do you think of AI in support and how it’ll transform (or maybe make obsolete) support work?

Do you have any internal policies for handling customers or managing support that are game changers or different from other companies?

What metrics do you watch most besides CSAT?

How do you manage instances whereby the support team need assistance from another team within Front? The @mention only allows the support team member to reach out to a specific person (rather then a team), which means there is no way to manage load balancing for internal enquiries between teams.

Hi, could Front help auto-identify incoming conversations, emails etc. by region? For example, so it helps divvy up triaged workflows. Thanks, Dan.

https://www.linkedin.com/in/dantennantralphs/

We have an online community in our app which requires users to register for the app. We’d love to use Front Community for our clients but don’t want to duplicate. Ideally we’d like to keep the community in our app. Can we achieve this with Front?

Thanks, Nikki

Not a question, but more of a shoutout. I want to take a moment to shoutout the exceptional customer support provided by Front Support. Time and time again, I've had the pleasure of reaching out to their team, and without fail, they have consistently delivered a level of service that goes above and beyond my expectations.

In a world where customer service can sometimes feel impersonal or lacking, Front Support has truly set themselves apart. Each interaction I've had with their support team has left me impressed and satisfied. What stands out the most is their unwavering commitment to providing detailed and rapid responses to my inquiries. It's clear that they genuinely care about their customers and their needs and know their product well.

Their responsiveness is remarkable. No matter what issue or question I've had, they have been quick to address it, leaving me with a sense of confidence and relief. It's as if they have a magic wand that can instantly resolve any problem.

This exceptional level of customer support is invaluable to me as a customer. It's reassuring to know that whenever I have a concern or require assistance, Front Support is there, ready to provide a helping hand. Their dedication to customer satisfaction is truly commendable and sets a shining example for others in the industry.

In a world where customer service often goes unnoticed or underappreciated, I want to make it clear that Front Support deserves all the recognition they can get. Thank you for your outstanding service and for consistently exceeding my expectations. You've earned a loyal customer in me, and I'll be sure to spread the word about the incredible support (and product) you provide.

That’s great to hear! The good news is that Front can actually do “ticketing” in the way that your team may be used to. Here is an article with more information on how to set that up if they are interested:  https://help.front.com/en/articles/2254

Pros that you’ll gain in moving to Front is centralizing your tools and teams into one collaborative experience that puts the customer first. Customers who use Front have a 9% higher CSAT than the industry average and speaking from personal experience my teammates are working happier and more efficiently.