New in Front: Amplify support quality with Smart QA, reimagined voice, and more

When customers can choose any product or provider, what really factors into their decision? It’s not just about features or pricing — it’s also about the quality of their experience. Efficient solutions to problems? Proactive help before they need it? Timely, accurate responses? Check, check, and check. 

Speed is at the top of this list. Over 50% of surveyed desk workers shared that quick response times are their most valued service quality, according to recent GWI research. In this world of limitless options, they want support on their channel of choice, and they want it fast. 

Front is constantly innovating to help support teams deliver world-class service across every channel — without the context switching and disjointed workflows usually required to stitch together an omnichannel experience. Our latest release goes even further to give modern customer service leaders powerful insights and deep integrations to make every conversation feel one-to-one, even at scale:

• Smart QA: Get a complete understanding of agent performance with automated, AI-powered QA.

• Enhanced voice integrations: Seamlessly manage voice alongside all your other service channels with next-generation integrations, starting with Dialpad.

• More powerful Front Chat: Provide faster, more efficient chat support with new ways to automate, personalize, and optimize conversations.

With Front, you can craft a bespoke customer experience across email, live chat, voice, SMS, and any other channel your customers expect to reach you — efficiently and cost-effectively. Read on to learn how Front can help you provide excellent customer service on any channel.

Smart QA: Instant AI insights to boost service quality 

Weekly or monthly QA reviews are standard practice for support leaders and analysts, but traditional QA hasn’t kept up with today’s support demands. Manual ticket reviews are time-consuming, provide a limited or even biased view of service quality, and slows down the valuable insights leaders need to help agents improve. Dedicated QA software is an option, but it’s often out of reach for teams with budgets and technology stacks already stretched to the max. 

Now, Smart QA gives support leaders automated, always-on service quality insights with AI-powered scorecards — built natively into Front. Replace manual reviews with comprehensive AI scoring for all your customer conversations to save time and get a more accurate picture of agent skills and performance. Support leaders can reallocate time previously spent scoring to focus on outliers and find opportunities for improvement.

Smart QA lets you build scorecards your way: choose up to 15 criteria like tone, empathy, and professionalism, with customizable variations to match your team’s standards. With Smart QA, it’s easy to tailor your scoring to measure what matters most to your business for the most actionable insights.

Every conversation is an opportunity to impact service quality, and the Smart QA dashboard helps support leaders track and understand team performance. Agents can also understand their own performance with an automatically filtered personal view of their scores for greater transparency and accountability. 

With Smart QA, support teams get the insights they need to improve service quality at scale — without the time and complexity of traditional QA. It’s available now for Front customers on the latest Growth plan and above as an add-on at $20 per user per month. Learn more. 

Reimagined voice integrations, starting with Dialpad: a best-in-class experience for your customers and your team 

Voice remains essential in modern support, but usually support leaders face a tough choice: manage a separate platform with constant context switching between calls and ticketing, or migrate to a limited voice offering built into your help desk that often falls short on performance. Front provides a third path: unifying voice, SMS, and all your other channels in one seamless workspace, while allowing you to keep your trusted telephony provider of choice — starting today with Dialpad, with more integrations to come later this year.

The reimagined Dialpad integration enables agents to effortlessly handle calls and messages right from their Front workspace — natively adapted to voice in real time. Agents can instantly access cross-channel conversation history and CRM data to provide more personalized service without asking customers to repeat information or toggle between apps to pull key details like purchase history. 

Quality support takes teamwork — and now agents can @mention teammates directly on Dialpad call transcripts and recordings in Front to speed up collaboration or get help in real time. Call summaries make it easy for others to quickly get context and recall key details from past conversations:

To help agents stay focused during calls, the new integration automatically sets their status to “busy” to minimize distractions. And coming soon, voice analytics will be available in Front Analytics, giving support leaders visibility into key metrics like handle time and call duration to optimize team performance.

With the reimagined Dialpad integration, Front brings voice fully into your support workflow for a best-in-class omnichannel experience. The new Dialpad integration for both voice and SMS is available now to Front customers on the latest Growth plans and above. Learn more. 

New Front Chat features to optimize every conversation with faster, more efficient chat support 

Chat continues to be one of the most preferred and efficient ways for customers to get support, fast. That’s why we’ve upgraded Front Chat to give support teams deeper insights, enhanced automation, and more flexibility. 

Here’s what’s new:

• Path analytics. Get a clear picture of how customers navigate your chatbot flows. With Front’s new path analytics, support teams can identify friction points, reduce drop-offs, and optimize bot flows so their chat can smoothly handle more interactions without human intervention.

• Connector data in chat. Now, agents don’t need to switch tabs or search for information mid-conversation. Front Chat can automatically bring in data from your external systems (such as order status, shipping updates, or booking info) directly into the chat, helping your team provide faster, more contextual support.

• Chat threads. When customers have multiple issues, things can get messy fast. With chat threads, each topic gets its own thread—so conversations stay organized, agents get clear context, and resolution is easier for everyone involved. Customers will also have access to their own chat histories, so they can easily revisit how previous issues were resolved. 

• Mobile SDKs. Mobile SDKs are now available on iOS and Android, so you can bring Front Chat right into your app. Customers can manage support conversations on the go and get help in the moment—without leaving your product experience.

And coming soon, reach customers before they ask with proactive messaging. Trigger targeted outbound messages on your website or in-app chat to promote offers and guide visitors towards a specific action. 

Deliver quality service on every channel, at scale 

Whether it’s a voice call, a quick chat, or a detailed email, every customer conversation is a chance to deliver exceptional service. With our latest updates, Front gives support teams the tools to move faster, stay aligned, and deliver consistently high-quality service across every channel.

Want to see the new features in action? Join us for the next Frontrunners webinar on May 21 to get a closer look at everything that just launched. Register now to save your seat. 

Ready to get started today? Here’s how: 

• The new Dialpad integration is available now to Front customers on the latest Growth plans and above. Learn more. 

• Smart QA is available now to Front customers on the latest Growth plan and above at $20 per user per month. Learn more. 

• The latest Front chat features are available now: 

  • Path analytics, chat threads, and Mobile SDK for iOS and Mobile SDK for Android are available on all current plans. 

  • Connectors in chat are available on current Scale plans and above. 

• Proactive messaging will be available soon—keep an eye out for the announcement!