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Guide - 6 Min Read

Create a powerful Success team with Front

Your customers demand a first-class experience whether they’re in your high-touch segment or not. Front helps you personally ensure your customers’ desired outcomes at any scale, without sacrificing customer experience.


Once you’ve set your Success team up using our getting started guide, it’s time to think about a strategy for helping your team thrive. Front is built to be customized to your team’s needs, meaning you can design the workflow that helps respond personally to clients at scale, work together on complex requests, and get visibility into what you care about most. This is a guide about how to use Front to support and improve your Success team. 

Automate high-touch communication

Setting your team up for success means establishing a natural workflow that eliminates busywork and clears the way for higher quality connections with your managed accounts. Here are 4 actions that help streamline your workday. 

Assign owners to accounts

As messages flood into your team inbox, assign a specific CSM to the message. By giving each message an owner, duplicative work on the same customer is avoided, and each person knows exactly what they’re responsible for. You can even automate the assignments based on sender, content, and more – but we’ll cover that next. 

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Use rules to route messages to the right person or stay on top of SLAs

Rules are automatic workflows that you can set up to triage messages, route them to the right person, and save your team time doing the sorting. Have you ever wished you could automatically ensure a message from a customer is assigned based on a region, specific success manager as indicated by your CRM, or by how much they spend? Front rules allow you to customize the escalation path for any message, so you can immediately assign messages from certain customers to specific teammates. 

Rules also help you manage your SLAs – create a response time goal and have rules send messages on the verge of a breach to an “Urgent” tag or assign them to a teammate.

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Create email templates for common messages 

Though every customer has different needs, it’s typical as a CSM to find yourself crafting similar messages often, like EBR checklists or onboarding content. When it comes to this type of response or other FAQs, create and save a message template. Create them for yourself, your team, or your company, so that content tone and voice can remain consistent and time can be saved and spent on personalizing and customizing the message. 

Get reminders to follow up later

It’s important to never let your customers fall through the cracks. By hitting “snooze” on an email, or “send and snooze,” you can set up an automatic reminder to check in on a message. So if you haven’t heard back from a VIP client by tomorrow morning, the message will pop back up in your inbox so there’s no chance of you dropping the ball. 

Good account management takes a village

Team up to handle complex CSM requests, share information about customers, hone your messaging, and get visibility into how your team is doing.

View all communication in one place – your team inbox

Whether you work as a scaled group or by specific clients, team inboxes are a place to connect all your customer communication channels and view every inbound message in one place, as a team. This way you can see all incoming messages, know who’s handling what, and build a culture of visibility, accountability, and collaboration as you tackle messages as a team. 

Comment on emails to work together on messages

Need a second opinion on a customer request, or want to include a teammate in a conversation? Comment directly on a message with a simple @mention. This replaces messy forwarding chains and makes collaboration much more actionable; when you @mention someone, they can stay in the loop and continue to provide support as you go back and forth with the customer. 

Write important email drafts together 

We all know what it’s like to stumble or get stuck when writing an important email to a customer. With Front, you can write up an email draft and share it with a teammate when you need help finding the right words or tone to massage a tough conversation. They can then review, edit, and write the draft with you so there’s double the amount of thought put into your most important messages. 

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Use internal discussions for quick chats with teammates

So much time is wasted when people hop between apps to chat with teammates, only to return to their inbox to do the actual work. Internal discussions let you talk with a colleague or team casually, without having to go to a different chat app. And the discussions remain searchable, can be sorted into tags, snoozed, and all the other good stuff – so information is never lost.

Stay on top of customer messages and beat churn before it happens

The best way to hold onto customers it to know their experience intimately, and improve upon it over time. Tags and analytics help your team understand each customer and your impact on them, so you can turn those insights into action and reduce churn. 

Get visibility into customer experience with analytics

Your customers rely on you to get back to them quickly and meet their needs, no matter what. Front Analytics helps ensure that. See how quickly teammates are responding, which customers write in the most, when your busiest hours are, among other things. Then, adjust accordingly to take advantage of every opportunity to create a better customer experience. 

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Tag messages to prioritize work

Tags and channels in your team inbox are ways to sort your incoming messages by customer profile, urgency, project, etc. Some common tags for Success teams are:

  • Accounts at risk

  • Upcoming renewal

  • VIP 

Once you’ve done this, and created rules that automatically sort messages into those tags, you can view analytics on each one. By categorizing messages, you’ll get a sense of what your customers are experiencing, and you’ll be able to prioritize their messages instinctively. 

Tools and communication channels in a single view

Front offers a universal inbox, meaning all your communication channels – email, live chat, SMS, and more — as well as all your calendar, favorite apps, and more, are all in one place. No more need to switch between tabs or context-switch to get your work done. 

All your relevant tools and data in one place

Front has 50+ integrations that help you access all your favorite tools from Front. Whether it’s Gainsight, Dialpad, or HelpDocs, you can work faster and smarter by bringing data from other apps into your inbox. For instance, you can reference customer data as you’re responding to a message, or move an email to a task in your favorite project management software. If Front doesn’t have the integration already, you can use our open API to connect other databases and software so you never have to switch tabs and get distracted. 

Integration panel - Reference Salesforce gif

Keep learning

One Pager - 6 Min ReadUsing Front like a pro: 5 tips for taking your inbox to the next level
You’re assigning and snoozing messages like there’s no tomorrow, leaving comments left and right, maybe even tagging messages to stay organized…sounds like you’re on your way to being a Front pro! Now that you’ve had some time to get your bearings, take your productivity to the next level with these more advanced tips for using Front. We recommend you check these out after you’ve had a chance to work in Front for a few weeks — or if you’re feeling super comfortable with it. If you’ve just started using Front, check out these seven tips for getting started for an overview of the basics before reading on. 1. Automate your work with rules In Front, you can make “rules” to boost your productivity. Rules let you automate workflows you often repeat by using “if, then” statements — guidelines that tell your inbox what to do with certain messages. For instance, “if an inbound message contains "urgent support", then add the tag "Urgent". Individual Rules vs. Team Rules Everyone can make rules for their individual inbox. Depending on the level of permission you have in Front, you might also be able to create Team Rules, as well. Individual rules only work for messages to your individual work email, while team rules can apply to your shared inboxes. Make your own rules Here’s a popular rule you can try setting up for your individual inbox: For any message you receive that’s unreplied for a certain time period, say 2 days, then tag that message as Needs Reply❗️ so you can easily see what you need to prioritize. Want to see some other interesting rules teams have set up in Front? Check out our Rules Directory for a few of our favorites, and read more tips on building rules. 2. Get all the context you need When you’re responding to customers, you usually need to open other apps to get the information you need to reply. Good news! Whether you need to view a project timeline in Asana or grab some customer data from Salesforce, you can access all that information without ever leaving Front. Integrations & Plugins Click the circular button in the top right corner of Front to access your integrations and plugins, right next to your messages. Most often, your Team Admin will choose which integrations to set up for your whole team. Check out the whole list of Front integrations, and if you see one that might be useful for your team, ask your Team Admin about getting it set up. Contact Details Along with integrations and plugins, you’ll also see a section called “Contact Details”. Here you can access every conversation you’ve had with a contact — emails, tweets, live chats, or any other communication channel you have set up in Front. You can also leave notes in your Contact Details, so you don’t forget important information about certain customers. 3. Take control of your work schedule Front has a few different features that allow you to break free from constant email notifications, so you can get time for deep focus, or a little relaxation. You can set up vacation responders like you would with traditional email, but you can also change your status in Front, and specify “Do not Disturb” times for peace and quiet from notifications. Create a vacation responder Under “Settings”, “My responses”, and “Vacation responders”, you can create and save as many vacation responders as you need. Front allows you to get more granular with your responder than you can with Gmail or Outlook: Choose specific channels you want to send to, set a schedule, and attach files. Keep in mind, your vacation responder only works for messages that come to your individual inbox. If you’re looking to create an auto-reply for team inboxes, you can do that using rules. Set your status in Front Find your status in Front by clicking your icon and “Available.” From there, you can choose from three options: Out of Office: When you’re OOO, any shared inbox messages that are assigned to you will be automatically unassigned, so the rest of your team knows to work on them instead. Mute: This will prevent you from receiving any of the notifications you usually get from Front. Mute can be useful for times when you really need to buckle down and focus on your work. Do Not Disturb: Specify a daily time when you won’t receive notifications. When this is switched on, it applies every day. Do Not Disturb is great for building some quiet time into your schedule, whether it’s to get work done notification-free, or just to relax and recharge outside work hours. 4. Work through your messages faster You’re likely already collaborating with your team using comments and @mentions in Front — and maybe you’re snoozing messages and setting reminders too! Here are a few more ways you can breeze through your inbox and never miss a conversation: Share drafts: Work on a reply with a teammate by typing a reply in your composer, then clicking the “Share draft” icon next to the “Send” button. This will allow your team to see a message you’ve typed up, and if they have something to add, they can edit in real time and send. Send options: Click the drop down arrow next to your “Send” button to choose from three different ways to send a message: “Send”, “Send + Archive”, and “Send Later”. To help you work through your messages faster, set a default send preference for all your messages under “Settings” and “My preferences”. Send: When you send a reply, the thread will stay in your “Open” folder, until you archive it. Send + Archive: When your send a reply, the thread will automatically move to your “All” folder, so you know it’s been worked on, and you don’t need to reply. Send later: You can specify an exact date and time you want the message to send. Once you specify a time to send, the message will remain as a draft until that time (so you can go back and edit it if you need.) Search: Front has an Advanced Search bar to help you find messages faster. You can easily access messages using the Quick Filters: Unread, Attachments, or Snoozed. Click the gray arrow at the bottom to view all the properties you can search by, like typing "from:" to search by sender. 5. Keyboard shortcuts Front has keyboard shortcuts so you can work through your inbox faster. To make it easy for you to remember, we always stick to Gmail conventions where possible. Find them directly in Front, all the way at the bottom of your integrations and plugins. Below are a few commonly used shortcuts to get you started moving around Front mouse-free. Basic Front keyboard shortcuts J / Up Arrow - Move to a previous conversation K / Down Arrow - Move to the next conversation / - Navigate to the search bar G + A - Go to all unassigned conversations Shift + X - Force the conversation list to refresh R - Reply to the most recent message Command + Enter - Send & Archive W - Assign conversation to a team member E- Archive the conversation L - Tag a conversation + Delete - Trash the conversation S - Set a snooze/reminder on a conversation Shift + I - See information about current conversation M - Navigate to the comment bar @ - Pulls a list of available team members to mention You can also access the full list of keyboard shortcuts on our Community Page.
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