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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

Guide - 6 Min ReadSet up a team inbox
Front’s team inboxes are shared inboxes that integrate multiple channels and allow new possibilities for automation and collaboration. Here’s an example: Your sales team is trying to manage an influx of emails from prospects, existing customers, and new leads from your company website. You use different apps to get the job done: like Slack to collaborate, Salesforce to close deals, and Gmail to decide which messages should take priority. Now, you find yourself switching back and forth between all these applications just to support your customers - all while teaching new sales reps the ropes. Once you download Front, things get much more seamless. All messages and requests enter into one team inbox that your whole Sales org has access to. With rules and tags, messages are prioritized and categorized. Your demo requests are tagged by keyword, enterprise prospects are tagged as urgent, and clients with a long history of working with a specific AE are automatically assigned to that person. Though all the messages are seen in the team inbox, they are immediately filtered to encourage prioritization while encouraging transparency and accountability. New reps can keep track of how vets are handling messages, you can assign all messages to the right person, and teammates can @mention each other on emails to comment and discuss what should happen next. Suddenly, inbox zero is the new norm, and all prospects are dealt with in a personal, fast, and thorough manner.  Team inboxes dramatically simplify the way you work. But like all change, it can take some getting used to. Here are some best practices to help you make the transition painless. They’ll help you set up your team inbox, start working efficiently right away, and start measure your team’s performance. Want to know more about team inboxes before you get started? Check out our guide on how your team can find value in a team inbox.  #Setup Set up your team inbox Admins can set up a team inbox in five easy steps.  Click your profile picture in the upper left corner of Front. Select Settings, then click My inboxes. Select Add a team inbox. You can choose to connect a channel, or leave it as an empty inbox. Give your inbox a name and click Next. Select the teammates you want to add to the team inbox, and click Create inbox. You may want some help creating message templates or tags, so now is a good time to set permissions and give certain teammates admin access to the team inbox. You can set up default permissions and make everyone either an Admin or Member, or customize permissions to control exactly who can edit what.  Once you’re done, the team inbox will automatically show up in the team workspace on the left panel of Front. Then, you can start adding some simple but highly effective automation and organization techniques like tags, rules, and signatures.  #Work together Work as a team Shared inboxes function a little differently here, so it’s helpful to establish some processes for your team. Here are some team inbox tricks that nearly all teams use to give their workflow a much needed boost: Assign owners to emails Give each email a clear owner to help your team prioritize their day, and to help your team get to inbox zero. Your team can start by going through the team inbox and assigning messages they can handle to themselves.  Archive wisely When a message is archived in a team inbox, it’s archived for everyone (besides the assignee or whoever is subscribed to it). Encourage your teammates to only archive if they’re confident the team is done with a conversation. If you ever need to find something that has been archived, simply click into the ‘Archived’ tab or use the search filter “is:archived.” Organize & prioritize with tags You and your team can create tags (similar to folders) to sort incoming messages. You can automate this process with rules (for instance, route all emails from an important client to a VIP tag) or move them manually. We like to create tags for different projects, clients, and priority levels.  Manage time zones, shifts, and out-of-office through preferences  Team inboxes are great for teams who are working remotely or across different time zones. You can set shifts and working hours in your preferences so that when one person heads home for the evening, another person can pick up where they left off. And, when someone goes OOO (out-of-office), you can make sure all messages that would typically show up in the vacationer’s inbox pop up in the team inbox instead. That way, you’re never worried about emails getting trapped in an inbox with no answer.  Trust in the team inbox Need an update on a project or customer? Let your team inbox be your source of truth. Teammates can look to the various tags and messages to get the context they need before interrupting the team. #Enrich your workflow Add the bells and whistles The magic in team inboxes lies in the automation that you can customize, the seamless workflow you can create for your team, and the personal experience you can create for customers.  Use message templates for quick replies Do you find your team is writing certain common responses all the time? Save them as message templates so you can easily reuse them. Message templates help you send consistent responses faster and focus your attention on personalizing the email.  Save time spent on mindless tasks with rules Automatically route emails by keywords, sender, or other triggers to get messages in front of the right eyes immediately. You can create a variety of rules that help you save time doing administrative work on your inbox.  Reach response time goals with SLAs Create an SLA to make sure your customers are receiving the fastest, most thorough service. Help keep your team on track by sending emails that are at risk of an SLA breach to an “Urgent” tag.  Sign off with team signatures Save several signatures so your team can sign off appropriately depending on the client you’re communicating with. This helps keep correspondence professional while allowing for brand flair and personalization. You can also use team signatures to personalize a correspondence from a teammate by having the display name and signature show a teammate’s name even though they’re sending from a team address. Access all your other apps from your team inbox You can connect your team’s favorite tools and apps to Front through the integration panel. This means your team can reference Salesforce or create a Jira ticket right from the team inbox. There are dozens of integrations, and more are being added all the time! #Track success Set goals and measure success  Front Analytics make it easy to measure how your team is performing and identify ways to improve or have your team inbox work harder for you. Keeping an eye on the metrics of success for your team inbox helps you continuously improve customer experience and build motivation for your team.  Individual performance Get a glance at the workload of a specific teammate and understand how they’re handling it by viewing metrics like response time, replies to resolve, and conversations handled. Team performance Help your team feel more engaged and united by sharing success metrics and patterns with them. Tracking team-wide messaging metrics allows for accurate, exciting goal setting and helps you know when it’s time for a morale boost or additional headcount.  Customer insights Build a more personal, in-depth understanding of each customer’s needs by viewing what kind of workload they require and the amount of times they write in so you can set them up with the right team member. 
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