ProductSolutionsPricingResourcesContact Us
One Pager - 3 Min Read

5 ways to use account-level context to build a better customer experience

They say a mullet is business in the front; party in the back. It’s the best of both worlds, really — just like Front. We blended email with your customer relationship management software to make it simple for you to give extraordinary service at scale. 

With our new features that bring account-level context right in your inbox, the sky’s the limit when it comes to crafting tailored, informed responses to all customers, without context switching. Here are 5 ways that accessing critical account information right from your inbox can be a game-changer for your team — and your customers. 

1. Reference account conversation history right from an open message to give a more informed response

Create customers for life by making them feel known and personally catered to every time. Rather than dig into another tab or get distracted by another browser when looking for more information on a customer, pull up their information directly from an open message

See things like:

  • Message history for the account overall, and specific contacts within the account

  • Critical relationship data from your CRM like the account owner and customer success manager

  • Specific plan information like customer segment or revenue

And much, much more. 


With your CRM and all customer data integrated into your inbox, you and your team can reference the most up to date customer information to build deep customer empathy that keeps customers coming back for more. 

2. Set up rules that give priority service to your most important customers

While all customers deserve an exceptional experience, you may have accounts that are particularly sensitive or have higher service requirements because of their revenue or tier. Now, it’s easier than ever to automate VIP service based on customer data

Move conversations from high paying customers to a special VIP inbox, for example, or apply a “SLA ” immediately based on the contact. Set it and forget it, and reset assured that your critical customers will be satisfied. 

3. Automatically assign conversations to account owners based on customer data

After you’ve created or imported accounts within Front, you can use rules with your accounts to automate conversation assignment and routing. 

For instance, if you have a specific account manager assigned to a certain account, you can automatically make sure all emails from any contact within that account arrive in the account manager’s inbox instantly. Same goes for if you have additional team members assigned to specific accounts such as Project Manager, Billing Manager, Customer Success Manager, etc.

Set up the customer-data driven rule in a few simple steps, and trust that the conversation is being handled by the right person — and the rest of your team can be freed to focus on their most critical work. 

4. Get a metrics overview for a specific account that you're responsible for 

Build deep customer empathy by getting a 360 degree view of an account’s experience interacting with your team. View average handle or response time, SLA breaches that have occurred, and who’s been chatting with them the most. With access to account-specific analytics, you can understand exactly what your customers are experiencing and ensure top-notch service. 

Account-level analytics will be available on the Enterprise plan in late September.

5. Review analytics across a list of accounts to understand higher level trends, like which accounts are generating the most communication volume

Get a birds eye view of how your team is performing across your customer base. With a click, you can identify which customers contribute the most and least communication volume, or which customers receive the fastest and slowest response times — so you can iterate and improve the customer experience. 

Account-level analytics will be available on the Enterprise plan in late September.


Make it easy on yourself and have a report automatically emailed to you every week on your highest value accounts, so you never lose a pulse on progress and can stop issues before they happen. 

Learn more about the value of having customer context in your inbox here.

Keep learning

One Pager - 4 Min ReadRespond faster, 24/7: Five ways to optimize shifts in Front
Sometimes, customer support can feel like a game of telephone. When shifts change and issues pass to new teammates, key information is lost along the way — or even worse, conversations get stuck with teammates who aren’t online to handle them. Your team feels like they’re missing messages, and your customers are left hanging. Front’s new Shifts solution connects your team’s schedule with your support workflow, so it’s easy for teams working in multiple shifts to deliver a smooth customer experience. Conversations only go to teammates available to handle them, and you can distribute workloads evenly to optimize your entire team’s bandwidth. It’s easy to schedule across multiple timezones, so coordinating a global team has never been simpler. The end result? Your customers get the fastest response possible — 24/7. 🗓 Never let a message slip through the cracks (in your schedule) Most of the time, keeping track of who’s on what shift is easy to forget. Conversations are assigned to off-duty teammates by mistake, which leaves customers with urgent issues waiting too long for a response. With Shifts, it’s quick and easy to set up your team’s schedule, and Front takes care of the rest to help you minimize wait times for your customers. Assignment rules skip off-duty teammates automatically, so conversations won’t sit in their queues and put your response time service levels at risk. 📈 Measure performance with greater precision Especially when your team is distributed across multiple regions, getting a clear picture of response time performance can be a challenge. These insights are key to improving your team’s efficiency over time, so attention to detail matters. Setting specific shift hours for each teammate makes Front analytics more accurate, so you can reliably spot opportunities for improvement. Each teammate is measured against the specific hours they work in their local timezone, rather than a single set of business hours, for more precise metrics. ⚡ ️Optimize response time with load balancing Shifts works with Front rules to get conversations into the right hands based on specific skills, clients, or other criteria. Together, they enable your team to consistently conquer the queue, even on your busiest days. Now, load balancing rules make it easier than ever to manage high volume. With load balancing, conversations are assigned to the teammate with the most bandwidth to handle them (and are held in a queue if no one is ready). Custom conversation limits ensure messages always go to the person who can respond fastest, even if some agents are still in training. 🚀 Help new teammates ramp up faster Shifts and load balancing help you keep your support workflows up to date with your growing team. It’s simple to add new teammates to Shifts when they come on board, and if you manage team scheduling in another tool, Shifts can be updated through the Front API for smart scheduling behind-the-scenes. You can also set lower load balancing limits for new teammates to ensure their workload stays manageable, so your customers won’t suffer if they take longer to respond per conversation. As they get up to speed, you can increase their limit to match your more experienced agents. 🌍 Set up teams in other timezones for success Shifts and rules work together to make sure conversations are only assigned when a given teammate’s business hours start. It’s less overwhelming for your team — and a better experience for your customers. Instead of coming into find a queue of assigned messages from customers who have been waiting for hours for a response, your team can start fresh when their shift begins. You can even set when assignments should stop before a shift ends to make sure your team has enough time to wrap up before they go offline. ✨ Coming soon in Front Together, Shifts and load balancing empower your team to stay on top of their work and respond to customers as quickly as possible. With accurate reporting to share with internal teams and customers, you can make informed decisions to keep giving better service. Activate the Shifts add-on on your Front plan for $10/user in the coming weeks. Load balancing, as part of Front’s advanced rules, will be available to all customers on Pro plans. Keep an eye out for when these features are live in the app, and get in touch to see them in action!
Read one pager