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03.04.2017
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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29.03.2017
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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22.02.2017
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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15.02.2017
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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