Elevate your customer support utilizing Front settings, analytics, and workflows

course
Elevate your customer support utilizing Front settings, analytics, and workflows

About the Course

Your support team plays one of the most critical roles in your company — whether you’re a company of 5 or 5000, the support your customers receive is one of the most memorable experiences they’ll have with you. Let your customer support be what keeps your customers coming back, which starts with enabling your team with a well-oiled system to deliver that best-in-class experience.


This course will teach you several key aspects of building that machine, around the themes of workflows to boost teammate productivity both in daily tasks and external interactions. By the end of the course, you’ll know how to streamline your inbox management, rule implementation, and shift coordination across time zones, all using teammate groups; use analytics tailored for support teams to continue improving; and set up key support workflows to improve productivity and internal processes.


Be sure to check out the full customer support learning path!

Course Instructor

Jessye Levy
Jessye Levy
Not started
Enroll
Course Outline
  1. Overview
    1. Upgrade your support experience
  2. Settings to optimize team efficiency
    1. Overview
    2. Teammate groups simplify your maintenance
    3. Shifts automate work hours
  3. Analytics just for your support team
    1. Overview
    2. Business hours give granularity to your metrics
    3. Save views for your support team
    4. Use the live dashboard to monitor your support team's health in real-time
    5. Key support metrics in the Workload report
    6. Key support metrics in the Team Performance report
    7. Staff your team just right using heat maps
    8. Customize tracking with tagging analytics
    9. Finetune with chatbot analytics
  4. More workflows to keep your team on point
    1. Overview
    2. Transition chat to email with one click
    3. Incident management can be smooth
  5. Quiz
    1. Check your understanding
  6. Recommended resources
    1. Continue your learning
  7. Feedback
    1. What did you think of this course?
Elevate your customer support utilizing Front settings, analytics, and workflows

About the Course

Your support team plays one of the most critical roles in your company — whether you’re a company of 5 or 5000, the support your customers receive is one of the most memorable experiences they’ll have with you. Let your customer support be what keeps your customers coming back, which starts with enabling your team with a well-oiled system to deliver that best-in-class experience.


This course will teach you several key aspects of building that machine, around the themes of workflows to boost teammate productivity both in daily tasks and external interactions. By the end of the course, you’ll know how to streamline your inbox management, rule implementation, and shift coordination across time zones, all using teammate groups; use analytics tailored for support teams to continue improving; and set up key support workflows to improve productivity and internal processes.


Be sure to check out the full customer support learning path!

Not started
Enroll
Course Outline
  1. Overview
    1. Upgrade your support experience
  2. Settings to optimize team efficiency
    1. Overview
    2. Teammate groups simplify your maintenance
    3. Shifts automate work hours
  3. Analytics just for your support team
    1. Overview
    2. Business hours give granularity to your metrics
    3. Save views for your support team
    4. Use the live dashboard to monitor your support team's health in real-time
    5. Key support metrics in the Workload report
    6. Key support metrics in the Team Performance report
    7. Staff your team just right using heat maps
    8. Customize tracking with tagging analytics
    9. Finetune with chatbot analytics
  4. More workflows to keep your team on point
    1. Overview
    2. Transition chat to email with one click
    3. Incident management can be smooth
  5. Quiz
    1. Check your understanding
  6. Recommended resources
    1. Continue your learning
  7. Feedback
    1. What did you think of this course?

Course Instructor

Jessye Levy
Jessye Levy