Front is a comprehensive customer operations system designed to enhance the efficiency and effectiveness of customer service, sales, and account management teams. Here’s a detailed overview of what Front does and its key features:
What is Front?
Front is a platform that centralizes communications across various channels, allowing teams to manage and respond to customer interactions in a unified and streamlined manner. It combines the familiarity of an email interface with the efficiency of a help desk, augmented by automated workflows and real-time collaboration tools.
Key Features
Multi-Channel Support
Front enables teams to funnel communications from email, SMS, live chat, social media, and other channels into a single, manageable inbox. This omnichannel approach ensures that all customer interactions are centralized and easily accessible.
Collaboration and Team Coordination
Front enhances team collaboration through features like shared inboxes, internal comments, and in-thread discussions. It also includes tools such as collision detection, clear ownership of conversations, and seamless handoffs, ensuring that teams can work efficiently without missing any customer messages.
Automated Workflows and AI Integration
The platform leverages AI to automate workflows, including smart routing, sentiment detection, and real-time agent assistance. AI chatbots can deliver instant resolutions, improving agent efficiency and customer satisfaction.
Knowledge Base
Front includes a robust knowledge base that empowers customers, teams, and partners to self-serve answers 24/7. This feature is customizable, integrates with live chat, and includes analytics to guide content strategy.
Analytics and Reporting
Front provides comprehensive analytics and reporting tools to inform decisions. Teams can track key metrics such as SLAs, CSAT, and NPS scores, as well as gain insights into team workflows and performance. Real-time service metrics can be published to build customer trust.
Integration and API
The platform offers over 100 integrations with other systems, including CRM tools like Salesforce, project management tools like Asana and Jira, and more. Front’s open API allows for custom integrations to sync data, context, and channels seamlessly.
Customization and Security
Front allows for extensive customization, including branding the help center, creating custom content, and setting advanced permission levels. The platform is committed to security and regulatory compliance, adhering to standards like GDPR and SOC 2, and features industry-standard encryption and daily backups.
Additional Features
- Ticketing: Resolve complex, nested issues requiring multiple teams.
- Live Chat: Provide immediate support with AI chatbots and live chat.
- Workflow Automation: Organize, route, and resolve conversations at scale.
- Support Report: Showcase real-time service metrics to build trust with customers.
- Mobile App: Ensure team accessibility on-the-go.
- Customizable Tags and Views: Enhance team efficiency with customizable tags and views.
Pricing and Trial
Front offers a starting price of $19 per user, with a free 14-day trial available for testing the platform without a credit card requirement.
In summary, Front is a powerful customer service platform that streamlines communication, enhances team collaboration, and leverages AI and automation to deliver exceptional customer service. Its extensive features and integrations make it a top choice for businesses looking to improve their customer operations.