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  • New: Front Blog — Email, Customer Support and Startups Blog
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Page Metadata Update

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  • New: Front Blog — Email, Customer Support and Startups Blog
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Page Metadata Update

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  • New: We are Front, the Shared inbox for collaborative teams! We like to write about how to do business email right, customer support tips, collaboration and startups. Join the community!
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Blog Post
  • 2017 is the year of the customer. There’s no doubt that SaaS companies must build their strategy around their customers to succeed: ProfitWell’s Patrick Cambell wrote, “Set your sights on the forward-thinking, customer-centric strategies that will shape SaaS success in 2017.” Remind co-founder Brett Kopf wrote, “To hire, build, fundraise or sell, you need a...

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Blog Post
  • Learn how to turn your inbox into a collaboration platform Shared email addresses like contact@ or support@ make it easy for customers to contact your business but are costly for your team to manage. Introducing a shared inbox so your team can handle all your messages together means less time spent duplicating work, fewer missed...

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Blog Post
  • When was the last time you had such an amazing customer service experience that you told your friends about it? For many people, the answer is never. Decent customer service isn’t hard to come by anymore. Most companies worry about their reputation and make sure their reps are friendly, courteous, and engaging. These days, good...

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Blog Post
  • This article is a synthesis of results we got from analyzing a hundred job ads. One Zappos customer service employee sent flowers to a woman who ordered six different pairs of shoes because her feet had been damaged by harsh medical treatments. Another spent 10 hours on the phone with a customer before helping them with a shoe...

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Blog Post
  • Dealing with an overwhelming amount of email is a reality for modern businesses. According to Adobe Digital Insights’ 2016 survey, workers spend more than 4 hours a day checking email — up 28% from the year prior. As much as we may want it to, email isn’t going away.  For many companies, general email addresses...

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Blog Post
  • Front connects to the tools your team relies on, so your shared inbox can be the place you get work done. But some messages and workflows just aren’t well-suited for your inbox — chats, notifications, and other tasks you want to manage in real time.  That’s where Slack comes in. It’s our most popular integration,...

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Blog Post
  • Patience is a dying virtue. We live in an “Impatient Nation”: NPR’s Linton Weeks observes that we speed date, eat fast food, express check-out, and cut down our thoughts to 140 characters. As new tools and businesses help make our lives easier—and more-time efficient—our expectations adjust accordingly. When customers run into a problem, they’re already...

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Blog Post
  • I originally wrote this article for the HelpDocs Blog — “Creating a Culture Where Everyone Does Support.” At Front, we’re passionate about helping companies communicate better. Thousands of teams use Front’s shared inbox platform for customer support that feels friendly and personal, with the powerful features of a help desk working behind the scenes. With...

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Blog Post
  • Three years ago, 4% of customers said they expected an immediate response from customer support teams. A year later, that number went up to 14.5%. Today, 37% of consumers expect their emails to be answered within the hour. A fast response time has become a prerequisite for great support. To meet this expectation, many managers...

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Blog Post
  • Sales are closed over the phone and in person — yet that’s not where the majority of sales reps are spending their time. Your team is busy sorting email, manually entering data, or sifting through lead information in their CRM. Before every customer interaction, a rep has to hunt for information that’s siloed across tools....

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Blog Post
  • When starting a business, it’s very important to use the right tools. In this guest post, Edouard Rosenblum, founder of breaz.io (acquired by Hired), lists the 7 tools that helped his company launch efficiently. Asana Asana makes your interactions with your dev and product teams more efficient. It’s a task management system with a clear UX...

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Blog Post
  • More and more businesses are discovering the value of great customer service: employment for this role is projected to grow 10% from 2014 to 2024, significantly faster than the 7% average for other occupations. Few businesses, however, have a strategy for assembling a strong team. The stakes are high for choosing the right person for...

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Blog Post
  • Your support team is only privy to 3.8% of your customers’ problems. The rest are more likely to switch to a competitor than speak up. Most customers don’t bother with support because they expect a repeat of terrible support experiences they’ve had in the past. They’ve been put on hold over and over again or,...

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Front App
Blog Post
  • You just received a job offer from your favorite early-stage startup. Congrats! Now comes the tricky part — figuring out what your compensation package really means. Accepting a new job offer is an incredibly personal decision, and compensation is only one factor. Since startup compensation can be particularly confusing, we wanted to share a tool...

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Blog Post
  • I originally published this post on thinkgrowth.org. In the early days of a startup, the only thing that matters is growth. It’s a matter of life and death (as you know already), so when it comes to hiring, you reasonably assume that all of your hires should directly contribute to that growth. If you’re in...

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Front App
Blog Post
  • Every minute that a customer waits works against you. Customers expect a helpful response from your team as quickly as possible. Under this pressure, even the best support teams can be tempted to compromise high-touch, detailed support for a quick and easy answer. Resorting to robotic, impersonal auto-responses can help stem the tide of support...

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Blog Post
  • As your team grows, there are some inevitable trade-offs. People are distributed across multiple offices or time zones. There are specialized or segmented roles, so finding the right resource for a customer is difficult. And you definitely can’t have everyone sharing gifs in the same #random Slack channel. Luckily, workplace transparency — one of the...

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Front App
Blog Post
  • The pain point that every single B2B company shares is pricing. Countless philosophies flood the web on how to price your product (just see here, here, and here). More than 500 pricing products and services are offered in the tech space. All of this points to the fact that, when it comes to pricing, most...

Front App
Front App
Blog Post
  • Three years ago, we started Front with the vision of building the first inbox for teams. At the time, some email clients were targeting teams, but none of them had any meaningful functionality to make collaboration actually work at the inbox level. I’m talking about the ability to assign an email to a team member,...

Front App
Front App
Blog Post
  • Going on a first date is incredibly nerve-wracking. You spend a long time picking out the right clothes. You’re double-checking the meeting place and time. Your heart’s racing, and you’re worried about making a good impression. You want to accurately represent yourself and make sure your date doesn’t get the wrong idea. The same goes...

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Front App
Blog Post
  • More than 10,000 businesses including Bonobos, WordPress, and Hipmunk trust Olark to power their online live chat support. Wondering if that pair of pants will have just the right fit? Olark helps Bonobos support ninjas answer customer questions immediately — so they can keep on shopping with confidence. Today, we’re excited to share Olark with...

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