Front

We're still on McLeod 9 after #McLeodUC2024 ?? ?? We had a blast meeting with Front partners Everest AI, Highway, Greenscreens.ai, TextLocate ????, and Vooma. Our partners enable us to provide even better experiences to our customers so they can reply first, quote fast, and win more. If you're ready to streamline your shipper, broker, and carrier operations visit: https://bit.ly/3ZIaUQz #FrontLovesLogistics

The second edition of Top-Tier Support just dropped ?? Our Head of Support, Kenji Hayward, is back with more insights for customer support leaders. This time, it’s all about how to level up customer experiences by joining forces with other departments — whether that’s engineering, product, design, or marketing. Kenji breaks down the feedback loops and workflows that make cross-functional teamwork not just possible, but powerful. Subscribe and join the conversation here?? https://bit.ly/3N9jL6k

Front Support is keeping it 100...100% CSAT that is! If you'd like to learn how your team can deliver five-star service for every customer, every day, join us at Frontlines on October 8: https://bit.ly/3XQkiPy

We're one week away from Frontlines! As we gear up for the big day, we asked Front CEO, Dan O'Connell, to share his thoughts on why customer service teams – and specifically customer service leadership – will play a more central role in a company's success. Exactly *how* can they do so? You'll have to tune into Frontlines to find out ?? Save your spot: https://hubs.la/Q02RBndN0

Preconditions, pro tips, important notes — whatever you call the essential info that your customers need to know. Karen, our Knowledge Base expert, advises to point it out at the beginning of your help center articles to set expectations and get customers started on the right foot. When AI searches your knowledge base for answers to customer questions, it uses article titles, headers, and subheaders as checkpoints to see if the next relevant chunk of information matches the keywords of the query. There’s a better chance AI will relay the essential info when it’s organized into a chunk. Get the help center article 101 (with templates and examples!) in our latest guide: https://hubs.la/Q02RzcQr0

What does it feel like to have your support metrics public as the Head of Support? Kenji Hayward, who leads Front’s global customer support team, admits he wishes he had published them sooner. In the first edition of his new newsletter, Top-Tier Support, Kenji shares his experience of getting inspired by Rippling and launching Support Report — including how he got team alignment, the goals they set, and the resulting business impact. Subscribe to Top-Tier Support today to not miss an issue: https://hubs.la/Q02RjYL40

Are you ready for Frontlines? We asked Front’s Head of Support, Kenji Hayward, about his upcoming Frontlines panel with Skylar Lowery (engineering at Stripe) and Stacy Justino (former support leader at Wistia and Loom). Join us on October 8 to learn how to create a truly customer-first culture, company-wide. Save your spot: https://hubs.la/Q02RgxTR0

That's a wrap on the McLeod Software User Conference ?? We led a session on powering up your inbox with AI to improve service quality and fuel growth, alongside Jesse Buckingham from Vooma and Brandon Bay, CTB from Logistics Group International, Inc. Extra special shout out to Brandon, who put so much time and care into the live demo on how he uses Front and freight integrations Highway, Vooma, Greenscreens.ai, and McLeod Software to streamline communication and deliver five-star customer service. To learn more about how Front streamlines shipper, broker, and carrier operations to help 3PLs reply first, quote fast, and win more, visit: https://hubs.la/Q02R704S0 #FrontLovesLogistics #McLeodUC2024

Front has been shortlisted as a finalist for "Best Customer Service Team" in the 2024 Engage Business Media Awards ?? We're especially proud given that Front runs on Front, proving that our product enables businesses to deliver exceptional customer service that stands out from the crowd. Congratulations also to Front customers, Accu and Octopus Energy, which are also Engage Awards finalists! If you'd like to learn how your team can deliver award-winning support, visit: https://hubs.la/Q02QRCDm0 #customerservice #customersupport

As the guardian of our Help Center, Karen Nguyen strives to make it as accessible as possible to help customers find the help they need. This week’s tip can be quite the game changer when it comes to customers (and AI) finding the right help article and that is ?? ???Keywords! For example: “Q-Tip” vs. “cotton swab” / “To do list” vs “task list” / “SERP” vs. “search results” Even though there might be a technical product name, your help articles should include the terms your customers use. Customers will interact with your AI-assisted service using their own lingo, and AI needs to recognize that to offer the right help. Download the guide for more tips (and templates!) on creating AI-friendly help center articles: https://hubs.la/Q02QFH5S0