Case Study: Empower Work achieves immediate, scalable SMS crisis support for workers with Front

Empower Work builds the first SMS crisis line for workers with Front

Empower Work created the first SMS crisis line for workers to give immediate, confidential support for tough work situations, but needed a way to manage fast-paced external communications, distribute conversations among remote volunteers, and keep support personal and immediate. To solve this, Empower Work uses Front as its communication platform, connecting Twilio and Chatra channels into Front and relying on Front’s live chat, SMS integrations and automation features.

Using Front, Empower Work implemented automated opt-in and off‑hours responses, canned responses for resource links, round‑robin routing to volunteers, internal chat for feedback, automated post‑chat surveys, and message tagging tied to Front’s analytics. Front enabled transparent collaboration across time zones, faster, more consistent responses, better volunteer training, and data-driven trend tracking — the team scaled rapidly and was on track to reach 100 volunteers by the end of 2018 while preparing to publish aggregate insights.

Empower Work

Jaime-Alexis Fowler

Founder