Window Works

A Case Study

Window Works is an architecture and interiors company based in Vancouver, BC. with 35 years of manufacturing legacy, they have a proven track record for excellence in custom upholstery & drapery. Their clients have ranged from large developers to boutique interior design firms.

Before switching to Front in 2015, Amazon used a few different platforms for support, but felt they needed a single omnichannel solution to provide a more fluid customer experience and to keep pace with the company’s growth. Front’ Customer Operations organization, comprised of 340 people in leadership, operations, product solutions, content and community, and quality assurance, also needed a more efficient way to manage email and help articles.

“I don’t think there was even anyone else that we considered,” he said. “Front was like a no brainer—instead, we spent our time thinking through our support configuration.”

That effort shows, as the team has created 900 help center articles and claims a 95 percent success rate through its investment in self-service, meaning that help center visitors are served without needing to switch to an assisted channel. The number of tickets not created, as a result, is significant, especially considering that Amazon’s help center has bypassed 15.5 million visits and now averages two million visits each month. Front quantified a 27 percent increase in knowledge usage and noted that headcount on the Customer Operations team has remained relatively stable since the end of 2015 through mid-2018.