Firebox gives customers more personal support and care with Front
Firebox's London-based ecommerce store used Zendesk for customer support, but felt that "tickets" made their customer support feel impersonal and misaligned to their brand. Switching to Front, they've saved 80 hours a week through team efficiencies, and their customer response time went down from 9 hours to 4 hours.
Onboarding new team members takes 15 minutes on Front versus hours of training on Zendesk. Their customer support team has completely transformed by working together to help customers, holding each other accountable, and altering their workflows through the increased transparency of shared inboxes. Front has enabled Firebox to make their customer support more human.