We believe there’s nothing more valuable to your business than the conversations you have with your customers. These conversations are not only key to delivering exceptional customer service, but each includes rich insights and intel that can propel your business forward.
To help teams like yours better explore these insights and use them to deliver even better customer experiences, we’ve acquired Idiomatic, a pioneering AI-powered voice-of-the-customer (VoC) platform. Idiomatic’s technology has been leveraged by leading brands, including HubSpot, Instacart, and Pinterest, to analyze customer conversations at scale, and ultimately, drive better decision making.
“Today’s acquisition represents a continued commitment to Front’s vision to create the world’s most modern service platform,” says Dan O’Connell, CEO of Front.
Idiomatic’s expertise in both AI and voice-of-customer analytics will redefine how Front’s 9,000+ customers engage with and learn from their customers, helping turn customer feedback into actionable data for all.
The Idiomatic team, including CEO and founder Kevin Yang, will drive the next phase of Front’s AI product roadmap, and their work will redefine the way you engage with and learn from your customers. Take, for example, the surveys you likely use to gauge customer satisfaction. Low response rates, lag in response time, and a lack of nuance limit what your business can learn from these kinds of surveys. But what if you could infer customer satisfaction directly from every customer conversation — no matter if it’s agent- or AI-led?
Picture using Front — where you’re already supporting customers and collaborating with peers — for:
Advanced, AI-driven VoC analysis that automates customer sentiment analysis, trend identification, and issue detection
Insight generation to surface customer pain points, satisfaction drivers, and improvement opportunities with greater accuracy
Better operational efficiency through actionable data and automated insights for faster decision-making
These are the types of opportunities the Idiomatic team will be chasing in the coming months.
What makes Idiomatic the right fit for Front and customers like you? Kevin and his team share our passion for enabling exceptional customer service for every customer every day, along with our belief that the untapped intel found in your customer conversations can propel your business forward.
Prior to Idiomatic, Kevin founded an online food delivery business where he worked frontline support by day and was a software engineer by night. “Those years taught me an enduring respect for customer service professionals and sparked an obsession with unlocking the valuable customer insights buried inside support conversations,” says Kevin. “We’re thrilled that Dan and the team share this value and will continue to bring customer feedback to the frontlines of support and service.”
The Idiomatic team has already gotten started! Want the inside scoop on what they’re working on? Join a conversation between Dan and Kevin live on Dec 12. They’ll be doing a fireside chat about the future of AI-powered customer insights. Sign up here.
Written by Mohammed Attar
Originally Published: 19 November 2024