HubSpot delivers a better customer experience with Front

HubSpot's Customer Success Team is structured around expertise, instead of an assigned book of accounts. Managing 4,000 total accounts using Google Groups left their CSM team replying to the same email or missed message because it wasn't clear who was responsible.

With Front, they can assign emails to specific CSMs using a keyword rule, and give them more autonomy and ownership over their work. The team can also work together on replies with internal comments and shared drafts, and get any feedback or input they need to respond to customers in 2 hours or less.

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