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Customer service

Front Rewind 2024: A year of AI-powered, customer-first support

We’re celebrating a year of empowering support heroes—and setting our sights on an even more ambitious vision for the future of customer experience.

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

How help desk workflows cut the drudge work from customer support

Discover how optimized help desk workflows boost efficiency, automate tasks, and improve customer service.

Customer service

Developing support talent: a rubric for career development beyond the queue

Create a talent development rubric to help your customer support team grow beyond ticket resolution. Get started with our sample framework.

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

From silo to powerhouse: how nurturing cross-functional partnerships can amplify support’s impact

Customer support teams can drive growth by collaborating with engineering, marketing, and other departments. Explore actionable tips for breaking down silos.

Customer service

Beyond data points: Effective reporting tips for customer support leaders

It’s easy to say customer support is a revenue driver, but showing it can be a challenge. We’ve put together this strategy guide to help you report on the support metrics and KPIs that matter most ...

Customer service

What the year of "Ikigai" means for my team in 2025

Head of Support Kenji Hayward reveals how he channeled “Ikigai” to drive his 2024 success along with his lessons learned into 2025.

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