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Find your focus: Manage all incoming customer communications quickly and efficiently

You can’t deliver a truly personalized customer experience unless every message finds its way to the right teammate at the right time. Yet distributing the workload evenly to ensure customers get the quickest reply from those best positioned to answer them can be challenging. One agent may be overwhelmed while another has bandwidth. One may still be onboarding while another is a seasoned expert.

How do you make sure new messages go to the ideal team member?

Front’s approach to "load balancing" inbound communications takes advantage of specific types of auto-assignment rules available on Prime and Enterprise plans. This enables teams to scale how communication is routed — no longer do you need to dedicate resources to assigning work.

Making load balancing rules smarter and more personalized

In our most significant update since introducing load balancing capabilities, we've made things a lot smarter and a lot faster than ever.

Lightning-fast refresh rate

Today, the difference between a good and a great customer experience can come down to mere seconds. For instance, if I begin an online chat with a vendor, my expectation is to get a reply within a minute or less. If it’s longer, I’m likely searching elsewhere. 

To meet these expectations, we’ve dramatically increased the assign speed for every channel, and it’s especially beneficial for live chat. This is essential because as new chats and emails come in, they are assigned in intervals based on the refresh rate. A faster rate means messages are ultimately distributed and addressed faster. Front knows every second counts, and we’ve just made things lightning-fast!

Perfect your assignment process with improved Front rules

Not all teams can rely on simple round-robin routing methods to handle certain inbound communications. Multiple rules and triggers are needed to ensure messages automatically go to the right person at the right time, which is why we’ve made it easy to order rules according to priority. With this hierarchy in place, “Rule B” automatically starts as soon as “Rule A” completes. 

One example of a scenario where this could help you out right away is by assigning chat messages (where a fast response is doubly important) ahead of email.

Set assignment limits for each teammate

It can be paralyzing to be overwhelmed with work only to watch more and more tasks roll in. That won’t happen in Front. Admins can set assignment limits for auto-assignment rules. If all teammates are at their limit — whether on one team or multiple — assignment rules will intelligently pause. Once any teammate in the group is below their limit again, the assignment rule will resume.

Example: Joe is a member of “Team A” with a limit of 10 and “Team B” with a limit of 8. During a busy time for both teams, he could have up to 18 conversations assigned at any time.

Find your focus

Front’s latest update to load balancing can help you scale a personalized human-touch customer experience. Work smarter, faster, and have a greater impact.

If you want to learn more about how to use these features, go to our help page. If you’re not currently using Front and have questions, please let us know. We’re here to help.

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Customer Story - 3 Min ReadHow MNX uses Front to manage high email volume
MNX Global is a premium logistics provider that provides customized, expedited transport for the biopharmaceutical, life sciences, medical device, aviation, and entertainment industries in more than 190 countries. With 24/7 client service spread across multiple continents, they use Front to manage high email volume and stay on top of response time goals.  Originally, they used Outlook to manage high email volume. According to Director of Aviation Services Douglas Kurtz, Outlook couldn’t quickly triage or assign emails, or provide them will visibility into the audit trail of a message or success metrics. They switched to Front so that could collaborate effectively and work more efficiently.  They've used Front’s automated Rules and SLAs to help their team reply faster to customers, and they rely heavily on Analytics to give them insights to make more informed decisions. All this automation enables them to be more productive and stay on top of demand. Automate message routing with Rules that will triage, categorize and assign messages for you. When there’s high email volume, there’s no time to comb through the messages manually and give them an owner or categorize them – that’s where rules come in . SLAs make it easy to reach response time goals by escalating messages  – with a direct assignment, ‘Breach warning’ tag, or even sending them to an ‘Urgent’ Slack channel – that are close to a breach. Analytics turn insights into improvements to help teams understand how their team is performing, their customer needs, and busiest hours, among other things. By paying attention to these insights, teams can know when to hire, who needs more support, and how to improve customer experience. “We have the data to say, ‘Okay, Sunday will be 1/4th of the volume of a weekday,’ so we can staff appropriately,” Douglas Kurtz, Director of Aviation Services, MNX Rules and SLAs have helped MNX ensure every time-critical message gets into the right hands so they can reply quickly, while analytics has helped them track business-critical metrics, set team benchmarks, and make informed decisions for the future. Do it yourself Rules Automatically assign or move emails based on message content. For example, if your teammate, Sarah, responds to all billing questions, create a rule to assign any message containing "billing" to Sarah. Step 1 Go to Settings by clicking on your avatar in the top left → Rules & SLA → Add team rule Step 2 Set the When trigger to Inbound messages. Step 3 Set the If condition to: Inbox is the team inbox this rule should apply (e.g. Support inbox), AND Subject contains and Body contains to the word of your choice (e.g. billing). Ensure these are connected by an OR condition. Step 4 Set the Then action to either of the below: Assign to teammate action to assign it to one specific person. Alternatively, you can also Assign in group to distribute the emails amongst several teammates (an advanced rule condition). Move to inbox action to move it to a different inbox. Tip: Click Add action and add a tagging action. This will help with general organization and future analytics reports. SLAs Front’s SLAs help teams create and achieve response time goals. You can customize your escalation path and have messages on the brink of a breach prioritized: Tag it to alert your team Set up custom notifications Reassign to another teammate Move to an urgent inbox Then, view your SLA report to view analytics on how your team is tracking towards their goals. You can even share your SLA report with your team or customers to showcase how amazing your team is doing.  Analytics MNX uses their Analytics tab to get insights into employee performance, customer needs, and more so they can constantly be improving their workflow.  They’re able to anticipate when it’s time to hire by evaluating when their team is overwhelmed, see who’s equipped to handle the largest deals, and anticipate their busiest hours. 
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