Say goodbye to the legacy helpdesk ?? At Frontlines we announced new features that make Front the only AI-powered customer service platform that unites your team in service of your customers. That includes: - Flexible ticketing to track, organize, and resolve complex customer requests at scale - New AI tools to boost team efficiency and help agents prioritize issues - Integrations that connect critical data for powerful automations, including an out-of-the-box Jira Connector Get ready to uplevel your service strategy with our latest product updates: https://bit.ly/3BAnNCl
Front
软件开发
San Francisco，California 37,711 位关注者
How teams delight their customers, engage their teams, and build stronger businesses ??
关于我们
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.
- 网站
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https://front.com
Front的外部链接
- 所属行业
- 软件开发
- 规模
- 201-500 人
- 总部
- San Francisco，California
- 类型
- 私人持股
- 创立
- 2014
- 领域
- SaaS、Email collaboration、Customer Service、Management software和Shared Inbox
产品
地点
Front员工
动态
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Is your CSAT telling the whole story? ?? With AI reshaping customer service, measuring satisfaction isn't as straightforward as it used to be. Your customers are being supported by chatbots, email support, and human agents — but are your metrics keeping up? We break down how modern support teams can make CSAT truly meaningful: ? Compare AI vs. human-driven satisfaction scores ?? Track DSAT (because what's not working matters just as much) ?? Set realistic benchmarks across every support channel ?? Learn from Front's playbook for maintaining 99% CSAT Ready to move beyond vanity metrics? Take the first step to learn more here: https://hubs.la/Q02Zzzny0
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At any company, every role benefits from spending time in the support queue. Here’s why: ?? Breaks down silos across teams and builds better relationships ?? Gets people sharing product and workflow knowledge across teams ?? Elevates the skills and unsung superpowers of support agents At Front, we’ve all taken turns “hopping in the support queue” to see what it’s like. It’s been so successful that we’ve made it mandatory for new hires. Check out a deep dive by Senior Customer Support Specialist Phoebe Killick into how it works for us and ways your team can copy our process: https://bit.ly/3CGWCWJ
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Need to refresh your knowledge base articles so you can make better use of AI? ?Introducing: Front’s new Ariglad integration ? With Ariglad, you can automatically update and create knowledge base articles by analyzing your Front support ticket data, release notes, and other content! Ariglad helps support teams reduce support tickets by up to 81% by auto-maintaining their knowledge base. Learn how you can here: https://bit.ly/4eGzvch
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Want to know the best way to translate the “what” and “why” of OKRs from leadership to your support team?? Kenji Hayward shares his tips for translating high level, business-outcome driven goals into detailed tactics that can be owned by his team of support agents. Find out how to gain team alignment on metrics that matter in this week’s edition of Top-Tier Support???
This week’s edition of Top-Tier Support is all about taking the KPIs that my C-suite cares about and distilling them into team OKRs. When your support team truly understands the ‘why’ behind their metrics, it helps them recognize the impact of their work. Setting OKRs isn’t always a smooth ride, so I’ve got you covered: ??? See which KPIs your leadership checks first (I share the ones that matter to Dan O'Connell and Mohammed Attar)? ?? Cascade these goals to your team with clear and detailed assignments? ?? Understand your audience to know what to include in your reporting and how to best track progress Plus tips on keeping the data fun to read for your team and helping them stay motivated. Digging these newsletters? Please subscribe today if you haven’t already. I can’t believe there are more than 500 of you already ?? Thank you so much for your support!
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Customer satisfaction is everything to us. That’s why our support team routinely hits 99% CSAT (that’s 14 points above the industry average). How do we do it? Get our latest guide to see 5 plays our team uses to exceed expectations. https://bit.ly/4hLiQXP
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Are you headed to FreightWaves F3 in Chattanooga this week? Join us for happy hour ?? We’re hosting an exciting networking happy hour with Tai Software at Southside Social on Wednesday, 11/20 exclusively for F3 attendees. Come by for food, drinks, and great conversation! ?? Date: November 20, 2024 ??Time: 4:00pm - 6:30pm ??Location: Southside Social Space is limited so RSVP today: https://lnkd.in/gyaxA2qt
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Big news for businesses who strive to provide exceptional service for every customer, every day: We’re welcoming Kevin Yang and the Idiomatic, Inc. team to Front! Kevin and co will drive the next phase of our AI product roadmap, and their work will redefine the way you engage with and learn from your customers. Read our blog for the full story, and get ready for more real-time customer insights, right in Front. https://bit.ly/3Cvijcu
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We can’t wait to see you at FreightWaves F3: Future of Freight! RSVP today to join us and Tai Software for happy hour and unwind after the conference ???? Save your spot -> https://lnkd.in/gyaxA2qt
Are you attending FreightWaves F3: Future of Freight Festival? We’ve got the perfect plan for you! ???? We’re teaming up with Front to bring you a night of refreshing drinks, epic convos, and laughs that might just turn into legendary stories (or funny memes). Don’t miss out—grab your spot here: https://hubs.ly/Q02X00_q0 #TaiTMS #F3HappyHour
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The key to optimizing your support workflow is by thinking out of the box…as in Front’s out-of-the-box resolution analytics ?? In addition to capturing key performance metrics, Front’s new resolution analytics will allow you to dive deeper into time spent in each conversation status to identify opportunities to improve. This feature will be available soon. Learn more: https://lnkd.in/gEbG5HZi
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