Front

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

🏝️ Is your support team stuck on an island? You could be missing out on serious business growth 💸 Support is often seen as a “cost center,” but this mindset could be costing your organization opportunities to grow revenue and improve customer satisfaction. Solution: treat support as real partners and collaborators. Check out our latest article by Front Senior Customer Support Specialist Luke Atkins for actionable ways teams like engineering, product, and marketing can collaborate with support: ➡️ https://hubs.la/Q030lMTf0

Is your holiday support queue more 🐌slow or ⚡ surge? No matter the state of your queue, just remember that every customer interaction is an opportunity to turn a stressed customer into a loyal one. Front’s head of support, Kenji Hayward, reveals his top 4 tips for a holiday support strategy to fit any occasion. Check it out in this week’s Top-Tier Support newsletter and subscribe today: https://hubs.la/Q030ddPn0

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

Our CEO, Dan O'Connell, shared his 2025 CX Predictions with Forbes, and – spoiler alert 👀 – next year will be all about collaboration and turning insights into action. We believe brands should take a more connected, collaborative and whole-organization approach to customer experience and support, and we’re excited to continue making that a reality for Front customers in 2025. Check out the full article for more CX Predictions: https://lnkd.in/eacktv_4  

Can you move more freight without sacrificing service? Expeditus Transport, LLC proves it's possible with Front and Everest AI. Expeditus – a leading expedited freight provider known for their "we say what we do, and we do what we say" commitment – was already managing 500 loads daily, but VP of Business Development Erich Tremblay knew they needed a solution to scale while maintaining their white-glove service. See how Expeditus uses Front + Everest AI to: 📦 Quadruple their daily load capacity to 2,000+ ⚡ Increase response speed by 500% ⏱️ Reduce booking process to just two clicks 🔄 Save over 25,000 hours in operations Read the story: https://hubs.ly/Q02_RMSv0 #FrontLovesLogistics #LogisticsTechnology #CustomerSuccess #SupplyChain #BusinessGrowth #Innovation

Forrester reported that 50% of customer experience leaders didn’t report on their team’s contribution to business success last year 🤯 Let’s flip that script! We just published a guide to help you transform your support reporting from “just metrics” to a powerful business story. Learn how to: 🗣️Speak the language of different stakeholders 📊Turn data into actionable insights 💰Prove support isn't just a cost center, but a revenue driver Bonus: grab our free reporting template and start changing the narrative. https://bit.ly/4iHZWBJ

Building powerful workflows is easy and scalable with the pre-built Jira Connector in Front. With the Jira Connector, you can auto-create and link Jira issues, send and receive comments, and get real-time Jira status updates—all within Front. Learn more: https://bit.ly/3ZqoNRz

Get ready to learn about the future of AI-powered insights. Tomorrow, December 12 at 10am PT, Front CEO, Dan O'Connell, and new AI Product Lead, Kevin Yang, will discuss innovative ways to use AI to: - Automatically surface insights like CSAT and sentiment across all of your customer conversations - Turn customer feedback into actionable CX improvements - Reduce operational costs by automating routine work Save your seat: https://bit.ly/3OJqpRq

✅98% CSAT ✅58% deflection rate with Front’s AI features ✅0% churn due to customer support In this week’s edition of Top-Tier Support, Front's Head of Support Kenji Hayward reveals how he channeled “Ikigai” to drive his 2024 success along with his lessons learned into the new year. Bonus: A look ahead into how he sees support evolving in 2025 🔮 Join over 500 support leaders, customer experience enthusiasts, and other customer-obsessed readers who’ve subscribed to this biweekly newsletter. Subscribe today: https://lnkd.in/gGNGHypJ