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, save an email template as a canned response. 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 - 8 Min ReadSet your team up for success with team inboxes
Picture this: You just treated yourself to a well-deserved week-long vacation. Before signing off, you closed out all your apps, made a thorough Out-Of-Office plan, and left important work in the hands of teammates you trust.  You return to a jam-packed inbox, a variety of client messages to respond to, and notifications on 10+ different pieces of software that you need to tend to. You already feel behind, and it’s not even 9 a.m. yet.  Sound familiar? These days, even if you go to an office, your job is less a physical place than the sum total of the different apps you rely on to do your work. In fact, the average employee switches between 35 job-critical apps more than 1,100 times per day. So even when you’re not coming back from an island getaway, the constant context switching, the influx of messages on different platforms with unclear owners, and the various ways internal teams communicate all combine to make it nearly impossible to create a positive customer experience. Productivity and morale take a huge hit. This current system isn’t sustainable. That’s why Front made a shared inbox that’s supercharged and designed to work for you, not against you.  What’s a team inbox?  You may be familiar with the concept of a shared inbox already. This is your “support@company.com,” an email inbox that many teammates can access to send and receive emails from the same group address. Things work a little differently with a shared inbox. We’ll walk you through it here: Regular group email: With the email we’re used to, group email means that anyone who’s a part of a distribution list or group alias gets their own copy of every email. One person can reply to an email, and unless they hit “Reply all,” no one else will see it. If someone deletes an email, everyone else can still see their copy in their inbox.Instead of one customer inquiry that should be actioned on one time, this email turns into many copies that now requires each person to read and make a decision on Group email in a shared inbox: You’re all looking at the same queue of emails. When one person replies, everyone who has access to the inbox can see it. When someone archives an email, it leaves the inbox for everyone. Front’s team inboxes crank it up a notch and improve the experience for teams. On a codebase level, it’s a completely different way of thinking about email even compared to your distribution lists and aliases. Plus, we add some bells and whistles that help your team work faster together while focusing on what matters most.  How team inboxes work in Front Front allows your team to manage shared inboxes more effectively. Multiple teammates can collaborate on replies from multiple channels — from your Twitter account, customer messaging platform, SMS, and email — and ultimately respond faster. Collaborate on email to respond lightning-fast Work off a single, shared copy of each message to coordinate quickly and get back to customers faster. Comment on emails and @mention your teammates to create notes and work together. Edit email drafts together to avoid the back-and-forth before you send Every conversation has an owner so nothing slips through the cracks Know exactly who’s working on what by assigning each conversation to an owner for follow up. Use automatic workflow rules to tag and route messages and keep your inbox organized. Use tags to prioritize and categorize incoming messages from all channels. Happy team, happy customers — no help desk required Add new channels like SMS, WhatsApp, or live chat to manage all messages in one place. No ticket numbers here! To your customers, it’s just normal email. Front stays invisible to customers but keeps your team organized behind-the-scenes. Emails arriving in a team inbox will be visible to all teammates who have access to the inbox. Only admins can give a teammate access to a team inbox. Admins can grant access to team inboxes at the time they invite a new teammate or can add existing teammates at any time.  The read-vs.-unread status of conversations is individual to each teammate and does not impact others’ read status. However, if one teammate replies to and archives an email in a team inbox, the email is archived for all teammates. That way, work is never duplicated. What you can do with team inboxes in Front The team inbox fixes a lot of problems we encounter at work today: lots of context switching between apps, many people handling messages from a variety of channels, and real-time collaboration.  Many communication channels: Front’s team inboxes are not just for email — teams can manage other messages like SMS texts, Tweets, live chats, phone logs, social media, and more in team inboxes. Built-in accountability: You can assign an owner to every conversation so that it's clear to everyone who's handling what. You can also drag conversations to different team tags to help prioritize and organize work for your team.  Easy collaboration: You can comment @angela, can you help with this contract? on an email, instead of forwarding or CC’ing a teammate. You can also share email drafts with teammates, so you can edit together before sending to customers. Integrations: Your team inbox connects with other apps like CRMs, project management tools, knowledge bases, and more, so you can access that information directly in your inbox. Automate little tasks you repeat often: Got an email that your teammate, Phyllis, can handle? Use keywords, sender, or other triggers to automatically route emails from the team inbox to her so it's out of everyone else's way.  For best practices on using team inboxes, as well as to learn how to set your team up for success, check out our guide on setting up a team inbox.  What’s in it for your team? Because traditional email like Gmail or Outlook ironically gets in the way of communication, teams often feel some immediate relief with team inboxes. Here are some ways that our internal teams get the most out of the automation in team inboxes while still keeping the customer experience personal: Support teams improve customer experience Use canned responses to quickly resolve and respond to support-like questions.  Prioritize incoming messages to the right person with rules, SLAs, and assigning. You can even add shifts so that response time goals are still met when different people are working different hours.  Escalate bugs and technical issues to the right place immediately with tags and rules that identify keywords in messages and get them in front of the right eyes. Integrate Front with your knowledge base, so articles and FAQs are easily accessible directly from Front. Use Front Analytics to improve response and resolution times and see what kind of requests are most common. Success and account management teams build loyal, positive client relationships Route client messages to the right owner automatically with triggers like keyword, sender, subject, and more.  Integrate your CRM or custom database so you can reference a customer’s history and journey directly from your inbox. Schedule a time for an email to pop back up in your inbox if it hasn’t been replied to so you don’t have to worry about remembering on your own even months later. Use Front Analytics to see which customers require the most care and better distribute workload among your team. Automatically move customer emails to a shared inbox when you’re away or OOO, so you get peace of mind and your team can easily jump in and reply. Sales teams reach their goals  Automatically and evenly distribute emails coming into your sales team inbox among your reps to balance workload. Integrate your CRM so you can reference and update Salesforce opportunities directly in your inbox. Create an SLA rule so that you wow your prospects with reliably quick response times Comment on an email to collaborate in realtime with other AEs or a manager when you have a question on a deal or want a hand in closing it Connect your calendar so you can easily schedule meetings, check calendar openings, and let prospects book time slots with you in a few clicks Is this just like… email merged with a help desk? That’s a great framework to set your expectations, but Front is actually fundamentally different — and a whole lot more. Here’s the thing: Email was originally built for one-to-one communication, and it carries a stigma of being somewhat dated and inefficient.  On the other hand, help desks can be pretty clunky and often impersonal.  Team inboxes take the best of both worlds and add some original new features that crank your workflow up quite a few notches. They’re designed for teams to make greater impact: Team inboxes are easy to implement and natural for your team to learn. Since they use a familiar workflow that’s similar to email, there’s no steep learning curve that often comes with new software. Because Front feels similarly to Gmail or Outlook, onboarding is relatively intuitive.  Team inboxes allow for a more personal customer experience. Traditional help desk tools attach ticket numbers to every message. While this is great for organization, it makes the customer feel like just a drop in a vast ocean of tickets. When your team uses Front, the customer will never know the difference. It’s just regular email (and a wonderful, personalized experience, of course.) Team inboxes are more flexible. Help desks typically have a more rigid process that’s standardized to support teams, so they’re more limited in the ways you can route and assign messages, especially outside your support team. You can customize team inboxes to your unique processes, and if you have complex questions that need escalation, you can easily loop in those teammates.  Front is a customer communication platform. It transforms work into impact by meaningfully connecting your teams and customers by taking away the clutter, chaos, and impersonal customer experience. So you get the automation and customization of a help desk, with the personal and familiar touch of email. 
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