Case Study: HubSpot delivers better customer experience with Front

HubSpot delivers a better customer experience with Front

HubSpot, a leading growth platform for small and medium-sized businesses, faced a challenge managing customer communication using Google Groups. Their collaborative Customer Success team found the platform lacked accountability, leading to missed messages and duplicate replies. To solve this, they implemented Front, a shared inbox platform, to bring structure to their team email.

Using Front, HubSpot's team automated workflow with rules, assigned conversations to specialists, and collaborated on replies. The solution provided measurable results, including an average response time of two hours or less and improved customer satisfaction scores. Front became mission-critical for HubSpot, enabling their shared customer success model and fostering a transparent, collaborative culture.

HubSpot

Lock Whitney

Manager of Customer Success