Forefront Support

On demand, elastic customer support as a service

2 followers

On demand, elastic customer support as a service

2 followers

Answering repetitive and basic inquiries was a waste of my time on my previous projects, but I couldn't hire someone to help. So I started a service that resolves ~80% of your inquiries by looking at your documentation/FAQs/common questions, on demand.

Launch tags:User Experience•Customer Communication•SaaS

Launch Team

The ultimate AI gateway for Agents, Devs and Vibe CodersConnect your AI through one Gateway. Manage, Govern and Control every Prompt and Token.

Promoted

?makers What types of products are best supported by a service like Forefront? How would it work for more complex products, like Producthunt?

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6yr ago

Forefront Support

Maker

@jacobhartog Hey Jacob - it’s meant for quickly resolving the majority of tickets which don’t require complex problem solving or access to a product’s backend. Obviously it works better for some products, but with my own projects I found the majority of support inquiries tedious to respond to since they were primarily “how to” questions or customers looking for reassurance on something.

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6yr ago

@adambn totally, I think it's great!

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6yr ago

Forefront Support

Maker

I wanted to share something I've been working on since I thought it might help people here. I've been earning a modest income by developing e-commerce plugins for Shopify. When I started, I thought the bulk of the work would be the programming part, and I'd just collect subscribers after that. However, I learned that most of the work actually comes with providing customer support. My users wanted interaction with a human (and felt they deserved it since they were paying for the service). However, I couldn't afford to hire an agent to do support full time (let alone train them). The problem was that most of the inquiries I was getting were repetitive basic. Stuff like "How do I do X?" or "Why isn't Y working" - which they could figure out just by reading the FAQs. I thought other people might have this problem as well. So I asked other developers if they would be interested in outsourcing their customer support. I got my first paying customer and got started. I started by answering all the tickets myself. I learned what the common questions were, and wrote up a process document. I hired an agent and set out to find more customers. Now, we're supporting 3 products. Some stats: Average response time: just under 4 hours (although most tickets are resolved within 30 minutes) Guaranteed response time: 24 hours Ticket resolution rate: 85% Issues with customers: 0 Positive reviews garnered: 2 Would love to answer any questions anyone has. Please check out my website at forefront.support. If anyone has any feedback I'd really appreciate that! Drop me a line at adam@forefront.support for 10 free responses to try out!

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6yr ago