Front | LinkedIn (original) (raw)

Software Development

San Francisco, California 37,526 followers

How teams delight their customers, engage their teams, and build stronger businesses 🤝

About us

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.

Industry

Software Development

Company size

201-500 employees

Headquarters

San Francisco, California

Type

Privately Held

Founded

2014

Specialties

SaaS, Email collaboration, Customer Service, Management software, and Shared Inbox

Products

Front

Help Desk Software

Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses.

Locations

Primary
300 Montgomery St
San Francisco, California 94104, US
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32, Rue René Boulanger
Paris, Île-de-France 75010, FR
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625 W Adams St
Chicago, Illinois 60661, US
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City Quay
Dublin, County Dublin, IE
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Santiago, CL
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Employees at Front

Updates

37,526 followers
1mo Edited
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
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
🔜 Coming soon to Front: Customer Portal for ticketing With your portal, it’s easy for your customers to: Submit new tickets with all the details your team needs to solve them Track the status of open tickets in one place Reply directly from the portal to minimize back and forth between apps It’s easy. It’s fast. It’s another solution from Front! Learn more: https://bit.ly/3O1wkB1
Customer expectations are at an all-time high. How are customer service teams rising to the challenge? Learn the five ways Front helps teams achieve 99% CSAT by: 1️⃣ Resolving customer issues faster 2️⃣ Getting a 360° view of the customer 3️⃣ Boosting productivity with AI 4️⃣ Streamlining workflows through no-code automation 5️⃣ Measuring key metrics for continuous improvement Ready to get your CSAT score up? 📈 Download playbook: https://lnkd.in/gjSRYvcf
Calling all attendees of the FreightWaves F3: Future of Freight Festival 2024 Join Front and Tai Software's happy hour to connect, share insights, and unwind with fellow F3 attendees. 📅 Date: Wednesday, November 20 🕓Time: 4:00pm - 6:30pm 📍Location: Southside Social RSVP today to save your spot: https://bit.ly/3YXZQxR #FrontLovesLogistics
Goal setting and planning for 2025? Kenji Hayward, Front’s Head of Support, shares how his goals and KPIs differed when he reported to various leaders including co-founder/CEO, customer success, and engineering. Read about his strategic approach in the latest issue of Top-Tier Support out now!

Leading Global Support at Front
5d
Thanks, everyone for participating in my poll last week! The full results are in the latest edition of Top-Tier Support that’s out now. A surprising number of you report from operations. I’d love to hear what kind of goals and key performance indicators (KPIs) you track, so please share in the comments. In this issue, I talk about the diverse range of expectations for support each time I reported to a different leader, how we aligned on goals, and the importance of championing the right KPIs. I know a lot of you might be starting your yearly planning, and I’ll be covering some nuggets of wisdom I’ve gathered over the years to help the process. Subscribe today!
New boss, same mission: tales from reporting to founders, GTM, and EPD Kenji Hayward on LinkedIn
In customer support, we often focus on retention, but what if there’s a benefit to some turnover? This edition of Top-Tier Support explores positive attrition — specifically, promoting support talent to other parts of the org. Here’s a taste of what Kenji Hayward covers: 🌟 Maximize team talent: Stoke curiosity to bring fresh energy and ideas to the table. 🧠 Transfer valuable skills: Leverage technical expertise and customer empathy to ground the work in new roles. 🗣️ Keep an open dialogue: Foster conversations around growth opportunities, both in and beyond the team. Join over 480 subscribers for fresh customer experience insights every other week: https://lnkd.in/gXWvqhme

Leading Global Support at Front
1w
I said goodbye to seven support agents over the years 🥲 Thankfully, they did not go far! (And these are happy tears) They actually moved to other parts of Front, ranging from Solutions Architects to Engineers to Product Education. My most recent edition of Top-Tier Support goes into just how important it is for agents to grow within and outside of support. I dive into how to set your team up for success to maximize their talents and help them lead fulfilling careers. Continue reading here: https://lnkd.in/gtS_vb68
Want to learn how you can build a company-wide culture that champions exceptional customer service? Head to Front Community to listen to our Head of Support, Kenji Hayward, discuss: - Scaling Front's support team - Common mistakes when involving more of the company in providing customer support - How to successfully formalize and embed a support program into your company Catch the interview here: https://bit.ly/4ekw6Q6
Customer expectations are rising 📈 Is your CSAT score keeping up? Get our new playbook and learn 5 ways you can empower your agents to deliver five-star support.https://bit.ly/40Delsl
Future feature alert 🔜 new Resolution Analytics Get ready for out-of-the-box resolution analytics that help you optimize every step of your support workflows. Quickly view key performance metrics like total resolved conversations and resolution time and dig into time spent in each conversation status to identify opportunities to improve. https://bit.ly/3NUAZ7R

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Front | LinkedIn (original) (raw)

Software Development

San Francisco, California 37,526 followers

How teams delight their customers, engage their teams, and build stronger businesses 🤝

About us

Products

Front

Help Desk Software

Locations

Employees at Front

Updates

Join now to see what you are missing

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