Front

394M messages, 3B AI & automation actions, 14M estimated hours saved. Every year, our customers impress us with all the ways they delivered top-tier service and 2024 was no different. They proved that exceptional service isn't about AI replacing agents—it's about AI empowering them. In our 2024 Front Rewind, we recap 100+ powerful new features we launched – including ticketing, AI Answers, Suggested Replies, and more – that empowered our customers to deliver great support while saving time with AI and automation. And although the year is still winding down, we’re already looking ahead. We polled more than a hundred support leaders to find out what’s top of mind for them. Here are a few of our findings: - AI will go beyond just deflecting routine inquiries - Customers will expect faster resolutions and personalized service - AI will serve as a tool to help support teams, not replace them We’re excited to continue building for the evolving needs of support teams and scale with them. Check out our Front Rewind to get a full recap of our year building for AI-powered, customer-first support and get a sneak peak of what’s in store for 2025 👀: https://hubs.la/Q02_-HZt0

New year, same support team, more customers. (Well, that’s the hope!) Before you reach for that hiring button, our head of support has a few tricks up his sleeve. Kenji Hayward shares his tried-and-true methods for building high-impact support teams in 2025’s first edition of Top-Tier Support. Here’s a sneak peek: ⚙️Curating the right tech stack ⚡Leveraging AI for enhanced efficiency 🤝Creating effective cross-functional partnerships 📈Building compounding ROI through self-service support Join over 590 subscribers who get actionable tips and tricks about improving the customer experience delivered to their inbox every two weeks. Subscribe today: https://bit.ly/3Prig4l

It's a new year, and we've got some shiny new features guaranteed to level up your Front experience. Join our webinar on Wednesday, January 15 at 9am PT, where we'll unveil our upcoming roadmap and cover: 🎟️ Ticketing made easy: Say hello to a new workflow and analytics to help your team track and resolve issues in record time. 🤖 Self-service FTW: Scale your support game with an upgraded knowledge base and chatbot tools. ✨ AI superpowers: Let AI assist your team with smarter insights and faster issue resolution. 📢 Latest updates: ICYMI, we’ll recap our recent product releases. Save your seat: https://hubs.la/Q030BJQH0

🤖 How will your customer support team use AI in 2025? We polled 100 customers to get their predictions. Here’s what they said: - Four out of five leaders agree that AI will completely manage straightforward support cases in 2025 - 90% say that self-serve support options will surge in usage. Service teams will only jump in to resolve the most complex issues. - But how they handle those cases will matter…a lot. “Customers will have less tolerance for out-of-date resources and AI that doesn’t get them the resolutions they need,” says a manufacturing software support leader. “In order to scale, support teams will have to learn to leverage AI while still maintaining the personal connection with their customers.” Check out more predictions and ways to prepare your team for 2025 in our newest article. Read it now ➡️ https://lnkd.in/guZiHp5E

📣Attention customer support leaders: Your metrics are more than just numbers. Avoid “Death by PowerPoint” and get pro tips on telling a compelling story that makes leadership take notice. Our latest guide breaks down how to: 🧮 Choose the right metrics for different audiences 📈 Translate support performance into business impact 🔍 Use customer insights to drive strategic decisions Pro tip: It's not about how many tickets you close, but the value you're creating for your customers and company. Get started on the right foot with our free reporting template. https://lnkd.in/ge44DK6r

What will CX look like in 2025? 🔮 We surveyed more than 100 admins and here's what they’re predicting… - AI’s full potential will become more realized — moving from addressing routine inquiries to becoming a flywheel of insights, assistance, and automation - CSAT and traditional surveys will be replaced by AI insights that surface from customer conversation—providing a more holistic view - Team members will get more time back thanks to AI. They can invest it in solving hard support cases, improving knowledge libraries, and more See all the insights in our latest article ➡️ https://lnkd.in/g4wZCCfX

Here's Front’s 2024 customer support progress report: 🟢 Averaged 98% CSAT (hitting 100% in July and September!) 🔴 Missed our 99% IQS goal (but 98% still isn’t bad) 🟢 Invested in more support operation roles 🔴 Struggled with knowledge management resourcing Front's Head of Support Kenji Hayward reflects on everything 2024 has taught him about support in 2025. Read the latest edition of Top-Tier Support to learn what Kenji’s most excited about for support in the new year: https://hubs.la/Q030BNkg0

Happy holidays from our team to yours. We're celebrating with the latest bop drop from our very own technical support engineer, Justin Payne 🎧 https://hubs.la/Q030BNB60

How are you recognizing your support team’s impact beyond the queue? 🤔 The role of senior support reps extends far beyond resolving tickets — they can lead strategic projects, mentor teammates, and drive company-wide initiatives. But traditional performance evaluations don’t always reflect these contributions. We created a performance rubric specifically for senior agents designed to recognize their broader impact and support their career growth. In our latest article Front Customer Support Manager, Naomi O'Neal Nunnally, shares how we built it and how you can implement it. 📖 Get ready to give your team the credit they deserve: https://hubs.la/Q030BxBx0

Our gift to you this holiday season? 📊 The ultimate guide to support metrics for leaders. This isn’t just another list of metrics — it’s a go-to resource for those committed to building high-performing, customer-first teams (with insights from our own Head of Support, Kenji Hayward!) ✅ Master essential metrics like NPS, CSAT, and CRR, plus 11 more that are pivotal to driving loyalty and growth 🔑 Get expert POV on why transparency matters and how making your metrics public can give your team a competitive edge Turn metrics into meaningful impact — dive in now: https://hubs.la/Q030x5LT0 #customersupport #customerservice #NPS #CSAT #CRR