Front Strengthens Its Customer Communication Hub With New Functionality That Brings Actionable Customer Context Into the Inbox
Summary
New research released today by Harvard Business Review Analytic Services sponsored by Front reveals universal challenges preventing thousands of organizations from delivering a quality customer experience. When asked to name what they consider moderate or significant challenges, nearly two-thirds of those surveyed said data is not accessible to the right employee at the right time, and 64 percent say they lack visibility into the previous conversations the customer has had with other team members. And, updated analytics enable teams to quantify and track performance metrics at the customer level, identify churn risks, upsell opportunities, and ensure optimal internal work distribution. Users can now route conversations based on the properties of the account to deliver tailored levels of customer support, or automatically assign emails to specific team members to resolve issues more quickly than ever before. “Front has been a game-changer for the way our organization communicates with customers,” said Jules Funderburk, Head of Account Support at Pilot.com, a leading bookkeeping, tax, and CFO services software company.