Case Study: Firebox achieves faster, more personal customer support and saves 80 hours/week with Front

Firebox gives customers more personal support and care with Front

Firebox, an independent London-based lifestyle shop, needed to deliver more personal, conversational customer support than their previous Zendesk setup allowed. They chose Front — a shared inbox for teams — to move away from ticket-based workflows and toward a simpler, more human way to handle email, social, live chat, and phone inquiries.

Front unified all channels into a single collaborative inbox, improving visibility and accountability across the team and cutting average email response time from nine hours to under four. Firebox estimates Front saves about 80 man-hours per week, reduced new-staff training from hours to roughly 15 minutes, and now manages four communication channels more efficiently using Front.

Firebox

Jannes Schuiling

Operations Manager