Stories that focus on building stronger customer relationships

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Customer service

What’s next in CX: Our customers weigh in with 2025 predictions

We surveyed more than 100 Front admins to forecast what exceptional service will look like in the year ahead — be it human-led, AI-led, or (spoiler alert) combination of both.

Customer service

How we built Queue Crushes: our support team’s framework for remote camaraderie and collaboration

Learn how Front’s support team built “Queue Crushes,” a collaborative framework for solving cases in real time while fostering remote camaraderie.

Customer service

Growing your support team: A leader’s guide to evolving roles in the AI era

Learn about three essential support operation roles that blend human expertise with AI capabilities to deliver exceptional customer service at scale.

Customer service

“Mandatory Fun,” and other serious strategies for building trust with remote teams

Learn how to create trust with your remote support team, plus ideas that have worked for Front

Customer service

Building trust, one message at a time: How support nails tone at Front

Learn how Front’s thoughtful tone framework builds trust with customers and strengthens their support experience — plus a link to Front’s exclusive tone guide.

Customer service

Meet the 2025 customer service Game Changers

What does exceptional customer service look like? The top 1% of Front customers are redefining expectations.

Customer service

15 must-track SLA metrics to keep your team and customers aligned

Learn the key SLA metrics, why they matter, and how to track them effectively to improve customer satisfaction and team performance.

Customer service

Take control of service quality with AI: Smart QA & ticketing for modern support leaders

Support leaders will gain unparalleled visibility, control, and insights that elevate team performance and customer experience with new ticketing features and a preview of Smart QA.

Customer service

Help desk trends: how to give your service teams an edge in 2025

Discover the top help desk trends for 2025 — hint, it’s all about AI, automation, and omnichannel strategies. Learn how to stay ahead in customer service.

Customer service

How to stand up a stand-out help center with a small team

Karen Nguyen, Senior Support Program Specialist at Front, shares her framework for maintaining an impactful help center as a solo specialist.

Workflows

Connectors 101: 12 ways to elevate support workflows with seamless data integration

Front Connectors deeply integrate with your most used software tools to empower your support team with instant, comprehensive context right when they need it.

Customer service

AI Experience Impact Score (AXIS): A new North Star metric for AI-powered customer support

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 exp...

Customer service

Stop trying to build the biggest support team. Start building the most impactful one.

A smaller support team can be just as effective — if not more in some cases — as a large one. Here are tried-and-true tips for scaling support without increasing headcount.

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