Stories that focus on building stronger customer relationships

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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

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

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.

News

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

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

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

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.

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