We’ve said it before, and we’ll say it again: exceptional customer service is essential for retaining your customers and earning new ones.
But this is easier said than done. Customer expectations are on the rise with 91% of customers believing that companies should put more emphasis on customer service than they have in the past, and 79% of customers saying they would switch to a competitor if they found out it provided a better customer experience.
The pressure is on, but our 2025 Game Changer Award winners prove that it’s possible for businesses to meet – and exceed – customer expectations. Front’s Game Changer Awards celebrate Front customers that are modernizing the way customers are served. These winners are raising the bar for exceptional customer service and teaching others how to do the same.
As customer expectations continue to rise, our standards for selecting winners are becoming more rigorous too. 60 awards have been allocated to Front’s highest-performing customers across three categories — CSAT Leader, Knowledge Base Expert, and Chat Champion. Individual awards have been granted to seven hardworking winners who are achieving new and notable things with Front.
Let’s see who made the cut.
The Accelerator
Electrical.com has won the Accelerator Award for their use of AI, automation, and macros to save time, automate repetitive tasks, and scale their business. As a result of their advanced workflows, Electrical.com now responds to emails 70% faster, onboards new hires 40% more efficiently, and increases monthly sales by $20,000 with Front.
Click here to read their success story — or better yet — sign up for this webinar to hear directly from this Game Changer on how to drive revenue with automation and analytics to power faster response times.
CX Partner of the Year
Jordan Dunn, Senior Manager of Strategic Customer Success at Uber Freight, has been named CX Partner of the Year for going above and beyond to conduct a seamless Front rollout that drives widespread organizational improvements. Jordan onboarded a whopping 1,200 users in just six months - proving the power of one to drive change for many.
Through championing Front, Jordan has improved customer experience at Uber Freight and enhanced workforce collaboration, resulting in 50% faster email responses. Learn more about Uber Freight’s journey with Front.
Our goal is to enhance team collaboration and foster thoughtful engagement, especially with support teams. Ultimately, Front drives efficiency: it removes unnecessary work so the team can focus on the critical 1% of exceptions that truly matter.
The Innovator
With the nonstop buzz around AI, it can be easy to forget that generative AI and LLMs as we know them are still relatively new technology. US Mobile has earned the Innovator Award for their early adoption of Front’s AI features to transform business operations.
By using Front’s AI features such as AI summarize, tagging, and compose; internal AI Answers; similar conversations; and suggested replies in combination with thoughtful chat decision trees, US Mobile was able to manage over two million chat conversations with lightning fast average response times of 1 minute 10 seconds.
The Support Visionary
DualSun has received the Support Visionary Award for setting new service standards and championing customer service transparency by publishing real-time support metrics using the Front Support Report*.
We spoke with DualSun’s Product Operations Manager, Nathan Quijoux who shared, “We work with professionals who are on the field all day and need precise answers to their questions as quickly as possible. Front’s Support Report highlights our commitment to responding to 100% of customer requests within 24 hours.” You can view DualSun’s Support Report here.
*We’re big believers in the value of transparency in support to build trust, drive growth, and help your business stand out from the crowd. That’s why we published Front’s Support Report in the fall of 2023, and enabled other teams to do the same last year.
Exceptional service is not just a competitive advantage but a core part of our philosophy at Dualsun. Our Support Report is a symbol of recognition for the constant efforts of our customer service team, and a way to keep ourselves accountable regarding our objectives.
Developer of the Year
Wizard Pins has been awarded Developer of the Year for building an exceptional custom integration to share mock-ups and invoices from third-party systems directly in Front, allowing them to respond 50 times faster than their competitors.
Whether you’re connecting a custom channel or pulling data from an external business system, Front makes it easy to integrate your favorite apps, or build your own with our open API. Want to learn from fellow developers? Visit the Front Developers Community for Q&As, discussions, and API news and updates.
We pride ourselves on providing the best service in the industry, and Front is essential for enabling us to do that. Not only has it streamlined our communication for email and live chat, the variety of integrations and flexibility to build custom apps means our teams are instantly empowered with the information they need in one place. That means less context switching, faster responses, and constantly raising the bar for exceptional service.
Community Builder
Inontime is the winner of the Community Builder award for having the highest level of engagement within Front Community. The Community Builder inspires peers by sharing the best tips and tricks on how to maximize use of Front so that all teams can deliver a better customer service experience.
Rising Star
Front has supported early-stage companies for over a decade, and last year we launched our new-and-improved Front for Startups program to help teams deliver exceptional service from the start.
Our Rising Star award recognizes a member of the program that demonstrates a commitment to an excellent customer experience by using Front to build their support foundations. Congratulations, Reflex!
Best-in-class tools for best-in-class results
CSAT Leader
This select group of winners were chosen for having customer satisfaction scores that exceed industry benchmark comparisons. CSAT Leaders exceed industry benchmarks by an average of 7 points!
Knowledge Base Expert
A knowledge base is an essential tool for empowering customers, teams, and partners to instantly find the information they need. In the age of AI, it’s more important than ever to maintain an accurate, well-designed knowledge base as it’s the data source your AI will learn from.
Our Knowledge Base Experts have intuitive help centers with thoughtful category design and thorough articles to make it easy for customers to self-serve.
Chat Champion
Live chat and AI chatbots were the top customer service channels in 2024, and our Chat Champions have proven they can meet the demand.
Whether they’re resolving in record time with AI Answers; building extensive chatbot flows to fast-track routing and replies; or tailoring chat for seamless and personalized handoffs from bot to agent; Chat Champions have invested in a stellar chat experience to delight customers, scale support, and give time back to their teams. Fun fact: this group of winners handled over 11 million chat conversations in 2024 🤯
What’s next
The world of CX is changing, but one thing that’s staying the same is Front customers’ commitment to raising the bar for exceptional service. These awards reflect the hard work and incredible results our winners achieved to drive strong customer success forward.
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
And we’ll have more in the months to come. Congratulations again to our 2025 winners!
Written by Jane Chong