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.