“Without this actionable data our team was not able to gather the data needed to provide the best customer experience.”
Front is reinventing the inbox so people can accomplish more together. With new workflows, efficient collaboration, and all their communication channels in one place, more than 3,500 businesses rely on their Front inbox to be more productive as a team.
The challenge their company faced was like most who had not yet created a way to capture customer feedback. “Our vision for Front is to work happier, so that translates to providing a seamless and empathetic support experience for our customers to enable them to become experts at using Front.”
Nicereply now lets Front track two metrics – CSAT and CES. “We use both to better understand how satisfied our customers are, and how much effort it took them to get to the answer they were looking for.” With this data, Front’s Head of Support is able to provide feedback and guide the team on many aspects – tone/voice, simplicity of reply, product knowledge, etc.
As mentioned before company uses Customer Satisfaction Score in each message sent that asks “How nice was my reply?”. The customer then has the ability to provide feedback on their own accord.
They are also measuring CES. Front’s customer support team uses Customer Effort Score to measure the ease of experience with Front. “This allows us to focus on not only the customer satisfaction but also the overall customer journey. Our belief is that a more seamless experience with Front support is the ideal approach by saving our customers time and effort.”
The company values feedback that customers provide to continuously improve their application as well as service. “Without this actionable data our team was not able to gather the data needed to provide the best customer experience.”
“Nicereply integrates very well with Front, so it was a no brainer when we were ready to implement CSAT and CES that we’d be using Nicereply.” People at Front like that the rating shows up as a comment in the conversation, so they can see what exactly they did wrong, and work on being better.
Integrate Front with Nicereply and create seamless customer experience by getting more from your feedback!
This use case was created in cooperation with: