Set up a world-class Support team with Front

course
Set up a world-class Support team with Front

About the Course

If you have a support team, they might be running on a traditional ticketing system. What if we told you that you could have the organization of ticketing, but with the familiarity of email? We won’t stop with just email — you can centralize all of your different support channels into one tool and empower your team to work together seamlessly. By the end of this course, you’ll have a strong foundation for your support team set up in Front; from efficiently routing your messages to assigning and collaborating, to improving your work with CSAT and analytics. Enroll to get started, and check out the rest of the support courses to take your team even further!

Course Instructor

Jessye Levy
Jessye Levy
Helena Li
Helena Li
Not started
Enroll
Course Outline
  1. What is a support workflow?
    1. Support teams need an efficient system
    2. How Front operationalizes your Support team
  2. Step 1: Aggregate your support channels into Front
    1. Audit your support channels
    2. Consider inboxes + escalation paths
    3. Add your channels to Front
  3. Step 2: Categorize your conversations
    1. Organize your support topics
    2. Automate your tagging
    3. Tagging automation examples
  4. Step 3: Route conversations to the right groups
    1. Ownership for every conversation
    2. Automate routing and assignment
    3. Routing automation examples
  5. Step 4: Accelerate your response time
    1. Streamline the response process
    2. Collaborate and resolve
    3. Share the team's knowledge
    4. Automate your processes
    5. Acceleration automation examples
  6. Step 5: Monitor and improve
    1. Automate CSAT surveys
    2. Take action on CSAT insights
    3. What’s next?
  7. Quiz
    1. Check your understanding
  8. Feedback
    1. What did you think of this course?
Set up a world-class Support team with Front

About the Course

If you have a support team, they might be running on a traditional ticketing system. What if we told you that you could have the organization of ticketing, but with the familiarity of email? We won’t stop with just email — you can centralize all of your different support channels into one tool and empower your team to work together seamlessly. By the end of this course, you’ll have a strong foundation for your support team set up in Front; from efficiently routing your messages to assigning and collaborating, to improving your work with CSAT and analytics. Enroll to get started, and check out the rest of the support courses to take your team even further!

Not started
Enroll
Course Outline
  1. What is a support workflow?
    1. Support teams need an efficient system
    2. How Front operationalizes your Support team
  2. Step 1: Aggregate your support channels into Front
    1. Audit your support channels
    2. Consider inboxes + escalation paths
    3. Add your channels to Front
  3. Step 2: Categorize your conversations
    1. Organize your support topics
    2. Automate your tagging
    3. Tagging automation examples
  4. Step 3: Route conversations to the right groups
    1. Ownership for every conversation
    2. Automate routing and assignment
    3. Routing automation examples
  5. Step 4: Accelerate your response time
    1. Streamline the response process
    2. Collaborate and resolve
    3. Share the team's knowledge
    4. Automate your processes
    5. Acceleration automation examples
  6. Step 5: Monitor and improve
    1. Automate CSAT surveys
    2. Take action on CSAT insights
    3. What’s next?
  7. Quiz
    1. Check your understanding
  8. Feedback
    1. What did you think of this course?

Course Instructor

Jessye Levy
Jessye Levy
Helena Li
Helena Li
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