What takes a long time to build but only seconds to collapse? Soufflés, block towers, and most importantly, trust.
And unlike with soufflés and toy blocks, the impact of lost trust is immense. PwC’s 2024 Trust Survey found that 4 in 10 customers won’t purchase from a company they don’t trust. But when a business earns it? Consumers spend 46% more, with 28% even willing to pay a premium.
So how can companies foster trust with their customers? At Front, we’ve always believed that transparency is key—it’s been one of our company values from day one. That’s why we answered Rippling’s call to arms from 2022 to share our real-time support metrics publicly. It lets customers know what to expect when they choose Front (especially if they’ve had a poor support experience with another software vendor), and it holds our team accountable to deliver the exceptional service we’re known for.
Today, we’re making that trust-building transparency possible for any team using Front. Support Report is the easy way to share real-time service metrics with your customers. Support Report transforms your support performance data into a tool to build trust, drive growth, and help your business stand out from the crowd.
A showcase for your customer experience
Just like a status page for a software product, Support Report gives your customers a real-time snapshot of your most recent 90 days of support performance. The data comes straight from Front, giving your customers an honest, objective view of what they can expect when they do business with you. Just choose from a set of metrics like first response time and CSAT to display the ones that matter most for your business.
It’s hosted right on your Front Knowledge Base, so customers can see all the ways you’re ready to support them: from in-depth written guides, to AI Answers powered by your help content, to blazing fast replies over email or chat on issues that need human expertise.
While the metrics showcase your team’s performance, telling the story behind the data can help you differentiate even further. Support Report makes space for you to share your support philosophy using a featured explainer on how your team collaborates to deliver top-notch service.
At StoriiCare, delivering great support is at the heart of what we do. Being open with our metrics builds trust with clients, showing them the reliability and care they can expect from us. We’re proud to showcase the service that drives our growth, and Support Report makes that simple.
Join these Support teams paving the way
Transparency builds trust, but it can also feel uncomfortable (even scary!) to publicly share these metrics with your customers. So we wanted to share a select few teams who’ve seen the benefits and taken the plunge to put their numbers on the line:
Archetype Themes, Shopify’s top-selling theme designers
StoriiCare, a software platform for residential and adult day care facilities
Goodbill, a billing transparency and claims review platform for health plans and payers
Trainwell, a personalized fitness app matching consumers with expert trainers
Pop Valet, a concierge car transport service based in France
Coastal Reign, a custom clothing printing company providing top-quality apparel
Baton, a tech-enabled marketplace for buying and selling small businesses
These companies represent a wide range of industries and services, but they share one thing in common: a deep belief in exceptional service as a way to build their brand, drive growth, and ultimately create lasting relationships with their customers.
When customers see clear, data-backed insights into the quality and speed of support, it reassures them that you prioritize their satisfaction. It creates accountability for your team, sets clear expectations for customers, and showcases your commitment to delivering amazing support.
Three steps to transparency: select, style, and share your metrics
With Support Report, you can share your support philosophy and wins with the world in minutes.
Select your public metrics: Choose metrics from Front Analytics you’d like to show off. Currently, you can display first response time, overall response time, and CSAT. More metrics options coming soon.
Style to match your brand: Add your logo, brand colors, and more to match the look and feel of your Knowledge Base and overall brand.
Share your Support Report with leads and customers: In just a few clicks, publish your support stats in your Knowledge Base—no coding required. They’ll be an always-on resource as customers self-serve content and a place you can proactively point to when showcasing your support offerings.
Ready to publish your own Support Report?
Get started with a free trial of Front on our site today. Or if you’re already using Front, get the guide in our help center and head over to Analytics to start curating your metrics.
When your Report is live and ready to share, be sure to tag us on LinkedIn so we can take a peek 👀 Here’s to more transparency and better support for all.
Written by Sarah Spangenberg
Originally Published: 10 September 2024