Case Study: Spacer (peer-to-peer storage marketplace) achieves 2x faster response times and unified multi-channel support with Front

Spacer provides 2x faster support on multiple channels with Front

Spacer is a peer-to-peer marketplace for storage space that needed faster, real-time communication with hosts and renters. The company was managing SMS via Twilio, email in Outlook, and live chat with Olark, which created confusion and scaling problems as the support team grew across multiple cities. Spacer turned to Front, the shared inbox platform, to centralize customer messages and streamline multi-channel support.

Front unified Spacer’s SMS, chat, email, and phone channels into one inbox and added routing with tags and rules, collision detection, reminders, canned responses, and internal comments to improve handoffs. As a result, Spacer doubled its response speed, now manages four channels in Front, provides 24/7 support handoffs more smoothly, and earns a 4.7/5 customer support rating—demonstrating clear operational gains from using Front.

Spacer

Mike Rosenbaum

CEO and Co-founder