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Guide - 2 Min Read

Elevate your service with the Customer Experience report

At the end of the day, it’s your customer you show up to work for. If they’re not having a great experience, it’s time to adapt and adjust your processes. The Customer Experience report is where you go to gather than insight. 

What’s the Customer Experience report? 

The Customer Experience report displays your impact by giving you a clear line of sight into the volume of messages, reply times, and efficiency with which you’re communicating with specific customers. It’s your one-stop-shop to discover the detailed experience a customer is having so you can audit your customer experience and improve it for all. 

To view the definition of every metric you can measure in the Customer Experience report, visit our Analytics Glossary

What can be measured?

The customer experience report shows you all key metrics associated with a specific customer, like how many messages have been received by them or how long, on average, it takes for someone on your team to get back to that person. This data helps you measure things like:

  • Who are your customers that need the most support from your team?

  • Which customers are having the worst – or best – customer experience, and why?

  • Which specific contacts or stakeholders are worth keeping your eye on?

The Customers table is the central section of the Customer Experience report. It’s designed to give you in-depth reporting on each and every customer so you can understand their experience and better to tailor it to them. Any customer you’ve interacted with during the reporting time period will show in the table, and you can search for a specific customer. 

Key use case:

Say you’re preparing for an important meeting with a top client – and they want you to know your stuff. To make sure you’re prepared, you hop into the Customers table and search for them, upon which you find all the critical metrics that define their customer experience. You click into the details drawer and understand what they’ve been writing in about recently so you can better assist them in your call. 

Or, perhaps a customer has been writing to your company in a less than pleasant tone recently . To understand better, you search their name in the Customers table and see that the average response time for them has been getting longer recently. Ultimately, you realize their Account Manager needs some coaching – and you’re able to work with them to reach out to the customer to try and right the ship. 

Keep learning

One Pager - 2 Min ReadMeetings done right – 5 ways that Front Scheduling takes the headache out of meetings
Despite the dreaded Zoom fatigue that seems to accompany a lot of 2020 – it can’t be denied – the alternative doesn’t look so bright, either. A day without chatting to anyone outside your home? No thanks.  We’re finding ourselves cherishing any opportunity to see each other’s faces, even during work meetings. Video calls and phone calls still make work feel more enjoyable and customers feel tended to. So, we’ve given the Front Scheduling experience a makeover to make it easier than ever to meet with people. Now, you can grab a virtual coffee with a coworker or schedule a customer demo in a matter of clicks – without the back-and-forth chaos of trying to find the best time.  Here are 5 ways to get the most out of our fresh take on the Scheduling experience: A hack for group meetings: Sending meeting options to a client with several teammates couldn’t be easier. Insert available meeting options that work for all your internal meeting attendees right into the email – all the client needs to do is simply click on the time that works best for them. Prep for holiday chaos: With the end of the year around the corner, your calendar is bound to get crammed with holiday plans, time OOO, and end of the year work requests. Think about how many clicks it usually takes to book meetings: you pull up your calendar, you pull up your client's calendar, click around to find times, copy and paste options into an email, etc. Take the hassle out of booking meetings and save time by using Scheduling links in your emails– get it done in 1 easy click and save your headache for difficult relatives instead. Happy holidays! Pair it with a message template: Let’s say you block part of your day to host product demos and another part for user testing research. Now, you can create a Message Template for each and include a unique meeting link to make scheduling time with prospects needing a demo and time for user testing a breeze. Pro tip: Make that Message Template a shortcut and trigger them by typing Command/Ctrl + Shift + 5, 6, 7, 8, or 9 in the composer. Enrich your CTAs: Need to follow up with people after a large event? Include your scheduling link on a custom landing page or in an email follow-up to make it easy for people to book time with you.   Include your scheduling link in your email signature: Make your sign-off warmer and more inviting by including your unique Scheduling link directly in your email signature. When people want to follow up on your message with a phone call or meeting, all they have to do is click on your link. Here's to a more hassle-free Scheduling experience, and to always making it a priority to connect with teammates and customers in real-time.
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