Customer Success Rules

Hey Daniel,

One thing I like is to add renewal dates as an account custom field so that way the team can know the date of an upcoming contract. Then in rules you can do something with custom rules to basically notify your team when someone writes in and they have an upcoming renewal - something like in the THEN section “Account custom field” (here I select renewal date) and then I say IS MORE THAN 305 days (meaning their next renewal is within 60 days) THEN tag/notify etc…

Basically helps give the CSMs a heads up for some more time sensitive conversations!

Hope it helps

Our CS Team implemented auto-tagging and routing based on tag to assign conversations. We have a series of tags that we consider Escalations, and those tags route to our more senior managers on the team and round robin assign. It allows the conversations that are not escalations to still get attention and quick turnaround vs. previously, escalations would take priority and time to respond on all other requests could increase as a result.

We created a rule that decreased the 1st reply time. This automation helped the team have a much lower response time and I also implemented a rule to assign specific messages to myself and other senior executives.

Share the email thread with the People Leader if keywords like Churn or Cancel come up!

How did the implementation of automated rules, such as the one reducing the 1st reply time and assigning specific messages to senior executives, impact the overall efficiency and response time of the team?

We applied auto-tagging and routing based on specific tags to assign conversations effectively. This system ensures that each conversation is directed to the appropriate team or folder based on the relevant Customer Service Issue. This approach proves particularly beneficial when addressing ongoing known issues, as it streamlines the process and ensures prompt resolution.

Hi,

Beyond standard SLA features, using Front's rules system can greatly enhance Customer Success teams. For example, setting up a rule to automatically tag and assign incoming customer support requests based on keywords can help streamline ticket management. This automation can reduce manual sorting time, ensuring that urgent issues are prioritized and handled faster, which improves response times and overall team efficiency.

Hello,

Front assisted my company with setting up a custom workflow to moderate outbound emails to prevent PHI/PII incidents from happening. Basically when an email is sent, it is first checked if it’s internal or external, if internal, it’ll be tagged as such and be sent. If it’s an external it’ll be tagged with the sender’s inbox, moved to the moderator’s inbox, lets the moderators check the details of the message for accuracy and then either be approved or rejected. If approved, the email is sent and if rejected, it’ll be moved back to the original sender’s queue. In our previous iteration of Moderation (using exchange), it reduced our incidents down to 1 or less per month, so we’re hoping we can catch those remaining incidents with Front.

Hello ,

We created a rule to ensure that our response times to our suppliers are respected. We are required to respond to emails within 48 hours, which causes the emails to escalate under SLA. This helps the team prioritize their tasks on a daily basis. The comment earlier in this conversation about using tags to escalate emails to a manager caught my attention. I think this could be a real benefit for my team to quickly resolve complicated emails, rather than leaving them aside. 

This may not be super helpful as we have not implemented it yet, but we are looking into adding custom field categories to conversations for some common TS issues we see. Then use rules to route certain issues to team members that specialize in those issues, to try to reduce bouncing issues around to teammates that may not know how to solve the issue.

Our team uses auto tagging for high priority clients so that their message goes directly to their account manager. Our goal for our team is to have zero inbox by EOD so another idea I have not yet implemented is to have emails that have not been responded to within 24 hours escalated to the admin. 

One approach that’s worked well for our CS team is using automated tags and replies for recurring issues. For example, during an influx of messages around a known bug or delay, we automatically tag those tickets and send a personalized auto-response to acknowledge the issue.

This helps manage volume, keeps customers informed, and allows agents to focus on more complex cases. Simple, but super effective.