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

We’ve brought two of our most popular Connectors to the Front app store so they’re ready to use in minutes: Highway and Tai Software. Use Highway to detect fraud and instantly vet carriers in the inbox, and Tai to view key shipment information and make TMS updates like marking a shipment as delivered, all within Front. Get ready to set up and deploy the Highway and Tai Connectors today: https://lnkd.in/g7U_ZigB

Would you prefer: TRICK 🧟 ticketing within the confines of a rigid legacy help desk. Or… TREAT 🍬 modern, intuitive ticketing that lets you scale your support while maintaining the personalized service you’re known for. Front ticketing allows you to track and manage the status of every request in your lifecycle from Open to Waiting to Resolved. And soon, you’ll be able to create custom ticket statuses that map to your specific processes for a tailor-made setup. Get ready to treat your team with effortless collaboration and your customers with five-star service, every day. https://hubs.la/Q02V08V-0

What’s the top most transferable skill of a support agent who grows into another role at the same org? Customer empathy. In Kenji Hayward's next edition of Top-Tier Support, he talks about why he embraces positive attrition. Plus, tips on how support leaders can support their team’s professional growth and how to set them up for success to transfer their skills to other parts of the org. Join 450+ subscribers for fresh customer experience insights every other week: https://hubs.la/Q02Wghmf0

Sometimes a customer’s underlying support issue takes a little bit of investigative interpretation 🕵️ Support agents who know how to read between the lines can offer additional solutions that upgrade a support experience to feel above and beyond. An internal QA process can help bake these standards of service quality into a measurable performance metric! Get a behind-the-scenes look at how Front’s award-winning support team carries out their QA process: https://hubs.la/Q02W2g_H0 Share your above and beyond support examples! We’d love to hear ‘em. #AboveandBeyondChallenge

How does your team tackle the queue? 💡 Front Senior Support Specialist Phoebe Killick breaks down the four support archetypes — a framework designed to help teams understand different working styles. From the quick-thinking Speed Racer to the problem-solving Deep Diver, each archetype is an essential piece of the puzzle to providing stellar customer experiences. Want to find your match? Read more and take the quiz: https://hubs.la/Q02W8xMT0

Click it. Pick it. Custom ticket! Front’s upcoming Customer Portal will allow you to create your custom ticket form from your portal settings – no coding or advanced implementation required. See all of our recently announced ticketing solutions at: https://hubs.ly/Q02T_YCN0

Think you know your customer? Think again. That’s the realization many teams outside customer support have after completing a rotation in the support queue. You can only assume the challenges your customers face — until you’re the one troubleshooting their issues firsthand. (And let’s be honest, it often means brushing up on the product, too 😅) In the latest edition of Top-Tier Support, Front's Head of Support, Kenji Hayward, shares why involving all teams in support fosters a customer-first mindset. Join over 400 subscribers for frontline service tips, insights, and hot takes every two weeks: https://hubs.la/Q02VTTf-0

What’s your recipe for successful, above and beyond support? Here’s one example: 1️⃣ Be empathetic and match the customer’s tone and energy 2️⃣ Talk to them like a real person — keep it conversational, not robotic 3️⃣ Speedy responses (Bonus points: anticipate their next question) Noticing a trend here? 😉 The best part is that you can standardize above and beyond support with an internal QA process. Get a glimpse of what QA looks like from our Stevie® Award winning support team: https://hubs.la/Q02TVfT00 What’s in your above and beyond support recipe? Tell us in the comments! 👇 #AboveandBeyondChallenge

Are you 𝘖𝘱𝘦𝘯 to a new ticketing tool for your support team, but still 𝘞𝘢𝘪𝘵𝘪𝘯𝘨 for a platform that’s 𝘙𝘦𝘴𝘰𝘭𝘷𝘦𝘥 the issues of legacy help desks? The wait is over! With ticketing in Front you can track and manage the status of every request in your lifecycle. Soon you’ll be able to create custom ticket statuses that map to your specific processes for a tailor-made setup. Get ready to scale your support without losing the personalized service that sets your business apart. https://hubs.la/Q02V04LL0