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  • 69 Topics
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69 Topics
helena
helenaCommunity Manager
published in Announcements
Front Product Improvements & Roadmap Webinar: April 2025 EditionEvent

Big things are coming to Front, and we’re giving you an exclusive first look! Rewatch our live webinar below to explore our latest product roadmap and discover new features designed to supercharge your team’s collaboration and productivity.  Here’s what we covered:✅ Recent Product Improvements – A deep dive into the latest enhancements and how they can benefit your team.🎨 Modernized UX – A sleek, intuitive design to help your agents work smarter and faster.📮 Ticketing – Updates like portal enhancements, bulk replies, and task management to streamline workflows.🤖 Self-Service Support – Improved chatbot capabilities, including outbound messaging and mobile SDKs.🧠 AI & Automation – Smarter agent assistance and insights to boost efficiency.📞 Omnichannel Integrations – Deeper voice and WhatsApp integrations, plus Connector improvements for a seamless workflow. Who should tune in?👉 Front users who want to maximize their toolkit.👉 Leaders focused on improving communication and team

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markm
helena
helenaCommunity Manager
published in Announcements
Unlock the secrets to customer loyalty with our latest proprietary reportResource

Our latest research reveals that fast responses, seamless resolutions, and a blend of AI-powered efficiency with human care are non-negotiable for building loyalty. Customers demand more than just answers — they want solutions delivered quickly and personally, with 59% ready to churn after just a few negative experiences. This report dives into the shifting dynamics of customer service, showing how exceptional service isn’t just a nice-to-have, but a revenue driver. Discover how to exceed expectations, build lasting customer relationships, and position your brand as a leader in service excellence.  📌 Download the full report now and stay ahead of the curve.  

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helena
helena
helenaCommunity Manager
published in Announcements
The road to faster service: How Uber Freight cut response time by 50%Event

See how Uber Freight boosts speed, accountability, and customer satisfaction with AI and automation. When your company oversees a network of $20b of freight under management, it’s vital to ensure teams can manage the complex logistics and provide fast, high-quality communication necessary to keep goods moving efficiently. Learn how Uber Freight unified their teams and tools in Front, transforming how they work by reducing silos and fostering stronger teamwork. Join for insights on how they:Reduced reply time by 50% while raising the bar for response quality Seamlessly rolled out Front to 1,200 users in just six months Monitor and improve communication quality in real time using Front Intelligence Use Front’s advanced rules engine and no-code interface to quickly implement and test solutions Gather data-backed insights from Front analytics to help leadership prioritize and make quicker, better decisions 👉 Register today for key strategies on improving the quality and quantity of your c

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helena
helena
helenaCommunity Manager
published in Announcements
Unplugged but still connected: How we enjoyed our company offsite while still supporting our customersResource

How did our customer support team care for our customers while attending our week-long company offsite in Mexico? Front’s Head of Support ​@Kenji Hayward spills the beans on what it takes, including turning everyone at Front into a temporary customer support agent!  As Kenji puts it: This isn't about getting someone else to do our job — it's about getting everyone closer to our customers and product. With company-wide queue coverage, our support team was able to take a well-deserved break (even though it was only three hours — they’re true heroes!) to team bond and enjoy themselves.  👀 Read Top-Tier Support newsletter to find out how we had fun and maintained 100% CSAT the whole time.

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helena
helena
helenaCommunity Manager
published in Announcements
Why you need a company AI policy since yesterday (and how to get started today)Resource

A recent McKinsey study revealed that employees are three times more likely to be using generative AI (GenAI) today than their leaders expect. Yet, 48% feel they would use AI more if they got more training and support from their companies.  That’s where a company AI policy, describing when, where, and how to use AI, comes in. A documented AI policy aligns everyone around a shared vision of working with AI and builds confidence that AI use can be strategic. Just as important, these guardrails ensure responsible usage — lowering data, security, and compliance risks.Front’s Head of IT, ​@gregkn Greg Karp-Neufeld, shares his practical guide for implementing an AI policy, including a free download of his AI Handbook template. 👉 Learn more here

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helena
helena
helenaCommunity Manager
published in Announcements
How the subtle art of mentorship transforms support teamsResource

Maxime Haudebert, senior technical support engineer at Front, explores the subtle art of mentorship in customer support. From everyday moments of collaboration to practical tips for new hires, Maxime highlights how mentorship in support isn’t about top-down advice — it’s about creating a culture of shared learning. He discusses how simple actions can have a big impact on building trust and a stronger, more connected support team. 👉 Want to learn how small mentorship moments can ripple across your team and benefit your customers? Check out Maxime's article. Let’s continue to grow and support each other in our work! 

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helena
helena
helenaCommunity Manager
published in Announcements
Front wins two 2024 Stevie Awards, the top awards honor for customer service excellenceAnnouncement

We’re thrilled to announce that Front has won not one, but two Stevie® Awards:Customer Service Department of the Year - Computer Services Best Customer Satisfaction Strategy - Computer Software & Services. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. More than 2,100 nominations from organizations of all sizes and in virtually every industry, in 45 nations and territories, were considered in this year’s competition. Winners were determined by the average scores of 176 professionals worldwide on seven specialized judging committees.  Here’s what one judge had to say: Front's support team has demonstrated an impressive transformation, leveraging AI to enhance efficiency while maintaining 99% CSAT score, which is well above industry benchmarks. Creation of specialized roles, and the launch of the AI Experience Impact Score (AXIS) showcase a strong commitment to innovati

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helena
helena
helenaCommunity Manager
published in Announcements
How BentoBox effortlessly scales CX & cuts handle time by 50%Recording

See how BentoBox offers more support channels, improves handling time by 50%, and provides higher quality care to their customers with Front.BentoBox empowers the world’s restaurants to succeed in their own missions of hospitality. When your customer-base is the hospitality industry, it’s vital to deliver a level of service to match. By unlocking unprecedented collaboration with Front, BentoBox is able to offer more support channels, improve response times, and provide higher quality care to their customers. Peek behind the curtain and hear directly from BentoBox’s team to learn how they:Track key metrics to streamline operations, improving handle times by 50% and resolution times by 27%   Set up chat workflows to enable faster response times without sacrificing quality of care Update and maintain a comprehensive knowledge base so customers can instantly find the information they needView the webinar recording here: 

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helena
helena
helenaCommunity Manager
published in Announcements
Keep your knowledge base fresh with automated update remindersFeature

It's now easier than ever to ensure your knowledge base stays fresh and relevant. You can now schedule reviews for articles, prompting your team to update content and prevent stale information. Here are three key benefits of this new feature:Prevent stale content: Set due dates for article reviews to automatically prompt your team to update and maintain accurate information. Streamline maintenance: Easily manage scheduled reviews with filters in the article list and quickly identify articles needing attention. Stay organized: Receive weekly digest emails with overdue articles and articles due for review in the current week.We hope this new feature makes managing your Knowledge Base even easier!👉 Learn more about how to use this feature in our Help Center

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helena
helena
helenaCommunity Manager
published in Announcements
How we built Queue Crushes: Front Support’s remote collaboration frameworkResource

Ever wished remote support felt as connected as an in-office team? That’s why our support team created Queue Crushes — a structured, real-time collaboration session where our support team tackles cases together, shares insights, and strengthens teamwork. What started as a simple idea to bring back the ease of quick, in-person collaboration has evolved into a cornerstone of how we work. With dedicated one-hour sessions, anyone in support can bring their trickiest cases, learn from teammates, and improve processes together. It’s helped us solve cases faster, break down silos, and create a stronger, more engaged team.📍 Want to learn how to build something similar for your team? Read the full article here.

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helena
helena
helenaCommunity Manager
published in Announcements
Boundless Immigration transformed operations with Front IntelligenceResource

Boundless Immigration simplifies immigration for individuals, families, and businesses with innovative software, expert legal guidance, and a commitment to making the process accessible and easy for everyone.Front has fundamentally transformed how Boundless Immigration delivers customer service, enabling the team to scale operations without proportionally increasing resources. By leveraging Front’s automation, routing, and AI capabilities, Boundless saves over 10,000 hours every quarter — time that would otherwise be spent on manual processes like tagging, triaging, and responding to inquiries.📌 Read the full story: https://front.com/customer-stories/boundless-immigration

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helena
helena
helenaCommunity Manager
published in Announcements
New and improved ticketing course in Front AcademyTraining

We're excited to announce an update to our Create your ticketing system with Front course in Front Academy. Whether you're a seasoned Front user or just getting started, this updated course provides valuable insights and practical guidance to streamline your workflows and enhance customer service. Here's what you can expect to learn:🎟️ Ticketing fundamentals: We'll cover what ticketing is, why it's important, and how it works within Front. 🤝 Hands-on guidance: Learn how to enable ticketing, utilize ticket statuses (including new custom statuses), and leverage ticket IDs. 🔃 Workflow optimization: Discover how to automate actions using rules and macros based on ticket status. 📈 Performance insights: Understand how to track and analyze ticketing metrics within Front Analytics. 🔑 Customer portal mastery: Learn how to empower your customers with Front's new Customer Portal.This updated course will equip you to provide exceptional service, delight your customers, and keep all your ticke

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helena
Kenji
KenjiFronteer
published in Announcements
Front Support team’s modified hours March 3-7 while at company offsiteAnnouncement

Dear Front Community, We're excited to share that our Front team will be gathering for our company offsite in Mexico from March 3-7, 2025. This valuable time together allows our team to strengthen connections, align on our vision, and continue building the best possible experience for you, our valued customers. ❓What this means for you During this period:Our support team will remain operational Response times for non-urgent matters may be slightly longer than usual Critical and urgent issues will continue to receive prompt attention Regular service will resume on March 11th, 2025  🧠 Why this matters At Front, we believe that strong team relationships lead to better customer experiences. This offsite gives our team the opportunity to:Build stronger cross-functional relationships Share knowledge and best practices Collaborate on future innovations Align on our mission to help teams do their best work 🆘 Need support during this time? If you need assistance during our offsite:Live chat w

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Kenji
helena
helenaCommunity Manager
published in Announcements
Respond faster with AI Assist, now in open beta!Feature

AI Assist is now available in open beta, enabling support teams to respond faster than ever. AI Assist is built around suggested replies, which now leverage past, similar conversations and optionally, your Front Knowledge Base. Let AI generate a message draft and see which sources contributed to it for full transparency and clarity.  Let’s see how AI Assist can save you time and help you exceed customer expectations:✍️ Auto-draft: When AI can find a close enough match between the current conversation and a previous, similar conversation (or a knowledge base article), you’ll see a “Draft reply” button. With one click, AI will create a suggested reply for you to review. 🤓 Review and personalize: Easily validate the reply by reviewing the sources AI referenced and the message draft itself. Personalize the response as needed to ensure every communication is 5-star worthy. 🤩 Wow your customers: AI Assist gives you automation you control, letting you serve your customers more efficiently w

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helena
helena
helenaCommunity Manager
published in Announcements
How your support team’s tone will build trust with every replyResource

A great support experience isn’t just about solving problems — it’s about how you communicate. We’ve developed a thoughtful tone framework that ensures every interaction builds trust and strengthens customer relationships. Want to see how we do it? Check out our support team’s tone guidelines and get actionable tips to refine your team’s communication. 

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helena
helena
helenaCommunity Manager
published in Announcements
Growing your support team: A leader’s guide to evolving roles in the AI eraResource

Here at Front, we’re already witnessing AI’s impact on support jobs. Our AI-driven self-service support handles 58% of our customer inquiries. But we couldn’t have gotten there without building a robust knowledge base and optimizing our operations — all of which required investing in new staff roles.Our support operations team is the fastest-growing function of our support org, and they're all focused on making AI work better for both our customers and our team.We’re sharing real stories from our: Support Programs Specialist (aka knowledge manager because AI needs quality content too!) Support Operations Analyst (the trend-spotter helping us get smarter) Support Operations Developer (turning complex workflows into one-click solutions) Check out their stories and grab the job description templates to help build your own dream team ➡️  

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helena
helena
helenaCommunity Manager
published in Announcements
Building trust in remote teams — one game at a timeResource

Managing a remote support team comes with unique challenges — but it’s possible to build strong connections, foster trust, and even have fun along the way. In his latest article, Front’s Anthony Galleran shares proven strategies for creating a culture of trust, including his concept of “Mandatory Fun.” Learn how his team keeps engagement high with small but impactful habits, transparent leadership, and structured team-building activities. Plus, get inspiration from the full list of activities that have worked at Front. ▶️ Check out the full article and activities here. 

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helena
helena
helenaCommunity Manager
published in Announcements
How Electrical.com increases revenue and decreases response time with FrontEvent

See how Electrical.com responds 70% faster, onboards new hires 40% more efficiently, and increases monthly sales by $20,000 with Front.When customers expect need-it-now electrical products and solutions, Electrical.com’s distributed workforce is a well-oiled machine thanks to robust automated workflows and analytics. Get a behind-the-scenes look into how they’re able to quote faster, onboard employees in a snap, and jump on high-value sales opportunities without adding headcount. You’ll get an exclusive look into:Automating workflows and boosting response times by connecting third-party tools and systems  Growing sales and leads through chat to reel in $20K per month  Using analytics for data-driven ways to improve team performance ▶️ Register now for practical tips on using AI and automation to give customers and employees a better experience. 

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helena
helena
helenaCommunity Manager
published in Announcements
[Recording] Front Product Roadmap Webinar: January 2025 EditionResource

Ready to peek behind the curtain and see what’s cooking? Here’s our exclusive webinar where we unveil our upcoming roadmap and show off some shiny new features guaranteed to level up your Front experience.Here is the recording to our webinar if you missed it: This is what we cover:🎟️ Ticketing Made Easy: Say hello to a new workflow and analytics to help your team track and resolve issues in record time.🤖 Self-Service FTW: Scale your support game with an upgraded knowledge base and chatbot tools.✨ AI Superpowers: Let AI assist your team with smarter insights and faster issue resolution.📢 Latest Updates: ICYMI, we’ll recap our recent product releases.🎥 New video library: Our team will be building a brand new crash course video library, and we want to hear what videos you’d like us to make! Tell us in this post.  Who’s the webinar for?Front users ready to unlock all the platform’s potential Team leaders and managers on the hunt for better collaboration tools Anyone curious about what’

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helena
P
Product MarketingCommunity Manager
published in Announcements
Congrats to our 2025 Front customer service Game Changer award winners 🎉Announcement

Congratulations to our 2025 Game Changer Award winners. These are our top customers who are raising the bar for customer service and modernizing the way customers are served.  Of these, we’d like to give a special shout out to Community Builder Award winner, Inontime (@samsheridan). This is the second year in a row that Inontime is being recognized for having the highest level of engagement within Front Community! The contributions from your team make a direct impact in helping your peers maximize use of Front so that all teams can deliver a better customer service experience. We’re thrilled you’re a part of our community 🌟 P.S. - Looking to become a support visionary, CSAT leader, or a self-service pro in 2025? Lucky for you, our winners are sharing their playbooks:How Electrical.com increases revenue and decreases response time How Bentobox unlocks unprecedented collaboration to provide exceptional support

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helena
helenaCommunity Manager
published in Announcements
📚 Help shape our new crash course library!Training

Hey Front community,We're building a library of short, 3-5 minute videos to help you master Front faster and make your workflows smoother. Think bite-sized guides on features, workflows, and tips—perfect for quick learning and implementation! We still recommend you go through the full Front Academy courses, but these short videos will give you the basics to get going faster.So, we need your input to make it awesome because we want it to be useful for you:✨ What features should we cover?✨ Which workflows or processes need a quick guide?✨ Are there topics you’ve struggled with or want a refresher on?✨ What topics do you or your teammates frequently get confused on?Drop your ideas in the comments below! Be sure to include a brief description so we can tailor the content to what you need most. Let’s build something truly helpful together. 💡

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Ben Latimer
helena
helenaCommunity Manager
published in Announcements
Lean team, big impact: help center strategies that work, brought to you by Front’s knowledge managerResource

Managing a help center with limited resources is a challenge many support leaders know all too well. Even at larger companies, help centers often run lean, leaving small teams to juggle incoming requests, outdated content, and proactive updates — all while keeping customers and teammates equipped with reliable resources. In these moments, prioritization isn’t just helpful; it’s a superpower. The key is focusing on what drives the greatest impact: empowering customers to self-serve, reducing ticket volume, and enabling your team with accurate workflows. It’s not just about putting out fires but planning for long-term success. In this guide, Karen offers her unique perspective, sharing hard-earned strategies for balancing reactive and proactive work, making smart prioritization decisions, and building a help center that delivers outsized results — even with a small team.🎯 Check out her insights here

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helena
helena
helenaCommunity Manager
published in Announcements
New year, new features! Smart QA, Custom ticket statuses, customer portal, and moreFeature

Today, we’re introducing our latest ticketing features and previewing Smart QA to help support leaders gain unparalleled visibility, control, and insights that elevate team performance and customer experience.  Here’s what’s new:Custom ticket statuses: Create custom ticket statuses tailored to your processes. Available on all latest plans. Learn more. Resolution report: Improve processes and plan headcount with out-of-the-box resolution metrics. Available on the latest Growth plans and above. Learn more.  Customer portal (open beta): Give your customers a one-stop-shop to submit and track tickets. Available on the latest Growth plans and above. Learn more. We’re also giving an exclusive first look at Smart QA. Replace manual ticket audit processes with automated scorecards and comprehensive reporting, powered by Front Intelligence, the AI layer designed to transform customer experiences at scale. Get ready for a complete view of agent performance without time-consuming manual reviews,

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helena
helena
helenaCommunity Manager
published in Announcements
A new North Star metric for AI-powered customer support: the AI Experience Impact Score (AXIS)Resource

AI is handling more and more customer support queries, but visibility into AI’s service quality hasn’t kept up. Enter the AI Experience Impact Score: a new way to pinpoint where AI-led customer experience can be improved.AXIS breaks down AI support quality into three key components:🎯 Resolution Accuracy: Measures AI’s ability to correctly identify and resolve the customer’s issue. 💬 Interaction Effort: Evaluates how much effort the customer experiences with AI to reach resolution. 🤝 Handoff Smoothness: Assesses the quality and efficiency of the transition from AI to a human agent when needed.Front’s Head of Support Kenji Hayward came up with this new metric to share with fellow customer support leaders seeking to gain actionable insights into their AI-powered customer support and make targeted customer experience improvements. Since this is a new metric, we’re learning as we go. All feedback is welcome and encouraged! Feel free to ask questions and share results in this post. 👉 Che

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helena
helena
helenaCommunity Manager
published in Announcements
New feature: Front Knowledge Base now has login capabilityFeature

We’re excited to announce a powerful and highly-requested new enhancement to Front’s Knowledge Base: login controls. Now, you can require customers or partners to log in to access your content, giving you greater control over who sees your resources.Key benefits of this feature:🔒 Enhanced security: Restrict access to your knowledge base with login requirements. 🔗 Seamless authentication: Use an external identity provider via OpenID Connect for easy and secure access. ⚙️ Customizable access: Manage visibility settings with admin permissions tailored to your needs.Take control of your knowledge base today and share the right content with the right people.💡 Learn more about this update and how to enable it here.

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helena

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