Case Study: Lydia cuts response times and boosts customer satisfaction with Front

Lydia cuts response time & makes customers happier

Lydia, a French mobile payment app with over 6 million downloads, needed a better way to handle rapidly growing customer support demand as the company scaled past 350 employees. Before Front, the team relied on Zendesk for ticketing and Slack for escalation, but those tools made it difficult to collaborate efficiently, share emails, and route urgent cases quickly.

Front became Lydia’s central communications platform, with shared inboxes, rules, API-based auto-tagging, message templates, and collaboration features helping over 350 teammates across five teams work faster and more consistently. With Front, Lydia cut average response time from 13 hours to 5 hours, enabled 70% of users to receive replies within 1 hour, and reached a 93% customer satisfaction rating.

Lydia

Guillaume Poirier

VP of Customer Care