While communication channels are digital, support should remain a conversation between humans.

You're not a number, your request shouldn't be a ticket number and the person providing support isn't a bot either.

That is the reason why we think you could be interested into knowing more about how we tackle support at Front-Commerce.

We don't have a dedicated support team that only handles support request.

Support is provided by the developers building Front-Commerce.

We think that support and customer interactions is a good way to understand how the software we build is used. It helps us understand your daily problems and challenges.

Every developer on our team will provide support to customers at some point in their onboarding process.

It also is a good way to ensure that you get the best possible answer to your request, by someone knowing the ins and outs of Front-Commerce (not necessarily the person answering your request in the first place).
We can dig with you into Front-Commerce internals, and hop on a call to discuss it more thoroughly.

Every week, one person on our team becomes SSPOC.

Our SSPOC is the person responsible for support management.

SSPOC is the one:

Every support message ends in our Intercom Inbox. This is where our support team spends most of its time.

Onboarding questions, details about a feature, help request to implement a feature in an efficient way, bug report, problem on a production system or non-urgent feedback… there are many different types of requests reaching our support.

With a growing customer base, maintaining a unified view of all requests received is important.

It helps us prioritize our efforts and:

We chose Intercom for its out-of-the-box proven features, used by many support teams around the world.
It is not perfect, as any other tool, but allows us to improve our support process and reduces the friction of some tedious manual tasks (before it, we were relying on Slack reminders and Gmail snooze features 😉).

We strive to provide a first-class support level. We're always refining our processes and internal tools to ensure we provide qualitative answers.

As we gain experience from support, we improve our processes, documentation, knowledge base and the Front-Commerce core (bugfixes, debug flags, code resiliency, better error messages…).

This effort is also led by feedbacks we receive. Please, don't hesitate to let us know what you find good and (more important) what we should get better at!