Case Study: Structured achieves faster, scalable customer support with Front

Structured’s 1-person support team reels in thousands of 5-star ratings with Front’s chatbot

Structured, a day planning app with millions of downloads and a tiny support team, needed a way to handle customer questions efficiently without hiring a large staff. The company wanted more flexibility than its previous tool could offer, along with a better way to prioritize inboxes and make use of its help content. Front was selected to help Structured support its global user base.

Front implemented an AI-powered chatbot with automated flows that surface relevant knowledge base articles, ask follow-up questions, and escalate complex issues to Structured’s sole support rep. With Front, Structured can provide always-on support, resolve simpler questions instantly, and deliver more personalized help for tougher cases. The result has been thousands of 5-star ratings, stronger App Store reviews for the chatbot experience, and enough efficiency to postpone hiring a second support agent.