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Bringing real-time customer insights to Front: Announcing our acquisition of Idiomatic

The team behind the popular voice-of-the-customer (VoC) platform will drive the next phase of our AI roadmap, making it simple to engage with and learn from your customers.

Customer service

How we built ‘Hop in the Support Queue’: A guide to creating company-wide customer empathy

Learn how Front’s “Hop in the Support Queue” program gives non-support teams a real sense of support workflows, and tips for bringing it to your organization.

Customer service

New boss, same mission: tales from reporting to founders, GTM, and EPD

Front’s Head of Support Kenji Hayward shares how his goals and KPIs differed when he reported to various leaders including Co-founder / CEO, Customer Success, and Engineering. Read about his strate...

Customer service

Keeping CSAT meaningful: how to avoid the vanity metric trap

In the age of AI, measuring CSAT is only getting more complex. Here’s what customer service teams need to consider to keep this metric informative and actionable.

Customer service

Why stand-out support starts with a customer service desk

A customer service desk helps support teams better collaborate, solve issues, and provide exceptional customer service experiences. Learn more with Front.

Customer service

Front Community exclusive: building a lasting company support culture at Front

Listen to an interview with Front’s Head of Support Kenji Hayward, on building a support-first culture at Front

Help desk

Building a better queue: how to set up a support ticket system that grows with you

Learn how to create a scalable support ticket workflow to manage growing volumes, enhance customer service, and maintain a personal touch.

Customer service

Let them grow or watch them go

Head of Support Kenji Hayward enjoyed watching his support agents grow into new roles within and outside of support. Read on to see where support leaders can support their team’s talents, where tra...

Customer service

The four customer support archetypes: a blueprint for better team dynamics

Learn a framework support teams can use to optimize task assignment, boost workflow adoption, and maintain a balanced skill mix for comprehensive customer service.

Customer service

The anatomy of a best-in-class help desk

Get familiar with the 12 must-have features of a help desk and how to choose the right one to help you hit your customer support KPIs.

Customer service

Why everyone — from sales reps to C-suite — should hop in the support queue

Hop in the Support Queue has opened so many doors for support to collaborate and engage with the wider org. Here’s how programs like these foster a company-wide customer-first mindset.

Customer service

How to make CX a company-wide objective: Tips from the front lines of Stripe, Loom, Wistia, and Front

Customer experience (CX) leaders, as the connective tissue between customers and internal teams, are uniquely positioned to raise the company-wide bar for customer experiences. Here are tips to tak...

Customer service

Say goodbye to the legacy help desk: Announcing modern ticketing, new AI innovations, and more

Get a rundown of the AI-powered customer features we launched at Frontlines, including new ticketing workflows and Jira Connector your team can leverage today.

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