Fronted
CASE STUDY

Number of employees: 11
Industry: Consumer lending
At Fronted, it was very important for us to build trust with customers from the start, so we wanted to make sure there is a phone line.

Cordless helped us to get started, but it will also allow us to scale in the future more efficiently. It was very quick to set up. And now, we can operate phone support in an asynchronous way, which saves us time and money.

There are so many things to worry about when building a startup, and customer support is often an afterthought. But as an experienced Operations leader, I know that customer support becomes an issue very quickly. That’s why I wanted to set up our tools and processes in a scalable and efficient way from day one. Cordless is a great partner for us.
Lucy Bott, Head of Operations at Fronted
Impact summary

Cordless enabled Fronted to talk to their customers without hiring more people.

Fronted operates asynchronous phone support powered by Cordless and integrated seamlessly into Intercom.

Cordless allows Fronted to:

  • Have more control over when to speak to customers
  • Know what customers are calling about before speaking to them
  • Convert new customers quicker with less friction
  • Value delivered from day one after a 15-minute setup
Fronted + Cordless setup

Fronted is a new consumer lender on the market. They support all movers by paying their rental deposit.

As a consumer lender, Fronted needed to adopt a customer-centric approach from day 1. Phone support is essential for a fintech where the application process is not always straightforward, and the company needs to understand drop-off points to increase conversion.

With Cordless, Fronted can operate asynchronous phone support just as you would an email inbox. When customers call Fronted, they manage customer expectations and prompt them to leave a message about their query. Cordless transforms customer voicemail into a text message and creates a ticket in Intercom with an option to call back from the same place.

The Fronted team can now address all phone calls at a dedicated time of day. They also know what the customer called about in advance so they can call back with context to resolve the question faster.

Cordless integrates their phone system into Intercom, so Fronted has all customer communication in one place, and the customer doesn't need to repeat themselves. As a result, it costs them a fraction of the cost, and they can offer a delightful customer experience.

01 May 2021
Luba Chudnovets
CEO