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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

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.

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.

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

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

Customer service

The four customer support archetypes: a blueprint for better team dynamics

Learn a framework support teams can use to optimize task assignment, boost workflow adoption, and maintain a balanced skill mix for comprehensive customer service.

Customer service

How to make CX a company-wide objective: Tips from the front lines of Stripe, Loom, Wistia, and Front

Customer experience (CX) leaders, as the connective tissue between customers and internal teams, are uniquely positioned to raise the company-wide bar for customer experiences. Here are tips to tak...

Customer service

Say goodbye to the legacy help desk: Announcing modern ticketing, new AI innovations, and more

Get a rundown of the AI-powered customer features we launched at Frontlines, including new ticketing workflows and Jira Connector your team can leverage today.

Customer service

The secret sauce to better customer experiences? Cross-functional collaboration.

The customer experience gets better when it’s all hands on deck, whether you’re in support, engineering, sales, finance, product, design, customer success, or marketing. Here are some cross collabo...

Customer service

Knowledge base benefits: 10 reasons why every business needs one

Discover key benefits of knowledge bases, how to optimize them, and why they’re essential for modern teams to improve efficiency and collaboration.

Workflows

The art of ticket escalation: process and best practices for support teams

Learn how to streamline ticket escalation with best practices, automation, and tools. Improve customer satisfaction and response times with these expert tips.

Customer service

One year after making Front’s support metrics public, I wish we’d done so sooner

Sharing your metrics publicly is a declaration to the world that your company cares about support and is proud of the work you do. Here’s how Front’s Head of Support Kenji Hayward pulled it off.

Customer service

Introducing Support Report: Make exceptional service your competitive advantage

Support Report is the easy way to publish your service metrics and share them with customers—no coding required. Showcase your performance, build trust with leads and customers, and make exceptiona...

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