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How do you know if your knowledge base is working? 🤔 You’ll need to analyze across a few different areas to get the full picture: metrics, user behavior, your customer inquiry volume… We cover a few examples in our latest blog, alongside other best practices to help your customers self-solve: https://bit.ly/45bQIXM

AI and automation promise to increase efficiency and reduce costs 💪 But navigating many options can be a daunting task 😱 Join us at 11AM CDT on June 13th to learn how transportation & logistics companies are integrating AI and automation into their operational processes to improve service quality and increase margins. Register here: https://lnkd.in/gK887Waq Meet the speakers: - Andersen Yu, Director of Solutions Engineering & Architecture @ Front - Walter Mitchell, CEO @ Tai Software - Ricky Gonzalez, CEO & Co-founder @ Hubtek - Scott Luton, Founder, CEO, & Host @ Supply Chain Now

“The biggest game changer was having a dedicated role in Support Operations to focus on documentation and implementation of our self-serve material. We update articles every week to ensure our customers have the latest information,” says Kenji Hayward, Front’s Head of Support. Get tips on how to build, maintain, and measure your knowledge base so that it can feed into all your other self-serve support channels. Download the guide: https://bit.ly/3X6zxFb

Fraud is an $800M challenge for the logistics and transportation industry 🤯 Brokers move fast and use email to communicate, making the inbox a gateway to potential risks. Highway’s Carrier Identity Engine continuously works in the background to prevent fraud. Front integrates with Highway so 3PLs can implement best-in-class risk management. Join Andersen Yu from Front, Will Van de Kamp from Highway, and Brandon Bay, CTB from Logistics Group International, Inc. for a live webinar on how to eliminate fraud in the inbox with Front and Highway. Register here: https://lnkd.in/gEfadVBN

Does maintaining your knowledge base sometimes feel like shoveling sand back into the ocean? 🌊 Sometimes you inherit a knowledge base that you’re not sure whether it’s just worth ripping and replacing, or steadily sifting and updating all the articles. Want tips on building and maintaining a knowledge base to be your most reliable self-serve resource? Find out how to best approach knowledge management: https://bit.ly/3R9jfrg

In our latest guide about self-service support, we found some interesting stats: 61% prefer to self-serve online, but only 13% resolve their issue solely through self-service. That’s a steep gap between what customers want and what they actually get 🤯 So how can businesses do better? We gathered top customer experience leaders at Loom, Airbnb, Lattice, and more to give practical tips on: 1. When to offload work to automation and AI 2. Creating simple, yet effective chatbots 3. Keeping your knowledge base up to date 4. Building a community your customers love 5. The metrics you should be tracking and how to use those insights https://hubs.la/Q02yy3Yh0

Our team had a blast hosting a panel discussion and giving a product demo at the Tai Software User Summit. Keith Reeher, Walter Mitchell, Craig Klemp, and Jacob Vasquez chatted about how brokerages can get started with AI and automation. Steve Batsch gave a stellar demo showing how Front helps 3PLs take control of their inbox and deliver better service with a spotlight of our new Tai integration. Key takeaways: 📧 The inbox is a major source of pain for brokers, but many still settle for traditional email 🧹 Customer service platforms like Front help 3PLs declutter their distro groups 🚚 Integrating the inbox and the TMS improves productivity ⚙️ Rules-based automation still has massive opportunity in an AI world 🤖 AI unlocks more use cases with quoting being a standout example

Tai Software User Summit Day 1 is in full swing 🏌️♂️ Come by our booth to learn how Front helps brokers reply first, quote fast, and win more! We have some sweet swag to give away, and a stamp that enters you into a chance to win a free Las Vegas trip for Manifest if you collect them all!

🫛Think of it like two peas in a pod. Self-service support is your support team’s companion, where: • AI-powered chatbots cover off-hours support • Knowledge bases answer frequently asked questions • Community members help each other solve problems But getting the self-serve experience right isn’t easy. That’s why we gathered best practices from top customer experience leaders from Loom, Airbnb, Lattice, and more. Get their expert tips in our latest guide: https://hubs.la/Q02yxST00

81% of customers want more self-service support options offered to them online. We spoke to top customer experience leaders at Loom, Airbnb, Lattice, and more to get their advice on how to give a self-serve experience that keeps your CSAT score high and your support queue low. Download the guide for practical tips on: ⚡When to offload work to automation and AI 🤖Creating simple, yet effective chatbots 🧠Keeping your knowledge base up to date 💞Building a community your customers love 📊The metrics you should be tracking and how to use those insights https://hubs.la/Q02yxNsj0