General response time from Front Customer Service

Hello,

I’m quite disappointed with the service we've received from Front recently. We transitioned our main business communications to Front from another provider following a successful trial earlier this year. One of the key factors in our decision was the availability of live chat with a real person—we tested this during the trial and consistently received responses within 30 minutes or less for multiple queries. This level of service continued for the first few weeks after onboarding.

However, the live chat was subsequently removed, first replaced by a bot, and now by a message board-style system where issues are posted. The responses we receive are often brief and generic—resembling AI-generated replies—with a couple of unhelpful sentences followed by a link to an article. It’s been genuinely disappointing. We carefully evaluated several options before choosing Front, and we now feel somewhat let down.

Additionally, the recent update has introduced issues with external tagging and changes that have negatively impacted our functionality rather than improving it. We raised this issue six days ago and have yet to receive a response.

Anyone else having the same issues?