Front vs. Helpshift

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Front
Score 8.9 out of 10
N/A
Front is a communication hub that helps businesses keep the human touch in every interaction.
$19
per month per user
Helpshift
Score 8.2 out of 10
N/A
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
$150
per month issue
Pricing
FrontHelpshift
Editions & Modules
Starter
$19
per month per user
Growth
$49
per month per user
Scale
$99
per month per user
Starter
$150.00
per month Issue
Enterprise
Please contact Helpshift
per month Issue
Growth
Please contact Helpshift
per month Issue
Offerings
Pricing Offerings
FrontHelpshift
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsWe're happy to talk you through what would work best for your business — just reach out at sales@frontapp.com.Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.
More Pricing Information
Features
FrontHelpshift
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Front
-
Ratings
Helpshift
6.4
4 Ratings
21% below category average
Organize and prioritize service tickets00 Ratings5.54 Ratings
Expert directory00 Ratings3.64 Ratings
Subscription-based notifications00 Ratings6.43 Ratings
ITSM collaboration and documentation00 Ratings4.53 Ratings
Ticket creation and submission00 Ratings9.13 Ratings
Ticket response00 Ratings9.14 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Front
-
Ratings
Helpshift
5.0
4 Ratings
43% below category average
External knowledge base00 Ratings1.04 Ratings
Internal knowledge base00 Ratings9.13 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Front
-
Ratings
Helpshift
4.5
4 Ratings
52% below category average
Customer portal00 Ratings5.53 Ratings
IVR00 Ratings2.71 Ratings
Social integration00 Ratings7.31 Ratings
Email support00 Ratings2.74 Ratings
Help Desk CRM integration00 Ratings4.52 Ratings
Best Alternatives
FrontHelpshift
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Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
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Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
SAP Service Cloud
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Score 8.7 out of 10
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User Ratings
FrontHelpshift
Likelihood to Recommend
8.3
(27 ratings)
9.1
(4 ratings)
Usability
9.0
(1 ratings)
9.0
(1 ratings)
Support Rating
9.8
(5 ratings)
9.1
(2 ratings)
User Testimonials
FrontHelpshift
Likelihood to Recommend
Front
I had a customer who has an urgent concern about their account. They already reached out to different departments but their resolution is unsatisfactory. [Its] good thing they tried to reply to our email campaigns and when a member of our team received it, it was answered and resolved quickly. Fronts really is a good tool to ensure timely resolution.
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Helpshift Inc.
If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
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Pros
Front
  • Even if you are just trying to compose a single email, Front gives a smart system that has options such [as] organized templates, tags, alerts, [and] changing your outbound dpt email.
  • Tasks- with Front you will not miss any interaction. When you are required to get assistance from a coworker, you only need to mention him/her and that notification will appear automatically in their inboxes.
  • Smart Notifications- sometimes we are just overwhelmed about the several notifications on our devices that we tend to miss some of them, but Front offers a new way to notify every email, discussion, mentioning, or tag that you really would not want to miss.
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Helpshift Inc.
  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
Read full review
Cons
Front
  • Their integration to Salesforce is lacking. As the owner of our productivity tools and how they are used, I have very little control over what things to enforce, or even change what objects are available. For example, we don't use Cases in Salesforce but with the Salesforce integration the Cases object shows up. There's no need to have that there. I've heard there is a roadmap improvement forthcoming.
  • One of our uses is for our sales development reps to prospect with visitors. Because of the high volume of inquiries it's difficult for our reps to efficiently manage all their follow ups. It would be nice if we could run a "scheduled campaign" where a predesigned cadence of email follow ups can be sent automatically. To be clear, they do have a scheduling capability, but it just can't be used as a prebuilt option.
  • Integrations to other systems require you have a user account to those systems. We have SSO and therefore we don't always have a user account. For example, out integration to Jira uses SSO so we don't each have individual Jira logins. This is an outage for us.
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Helpshift Inc.
  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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Usability
Front
It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.
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Helpshift Inc.
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
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Support Rating
Front
The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.
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Helpshift Inc.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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Alternatives Considered
Front
I have only used Gmail in the past and Front is any day better than Gmail in terms of the interface and ease of usage. The ability to send scheduling links and comments between the email threads makes it better than Gmail. The shared inbox also makes it easier for the entire team to understand the kind of email each CSM is receiving and sending
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Helpshift Inc.
Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
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Return on Investment
Front
  • Saved our executive team considerable amount of time chasing support questions through different channels.
  • Gave our team clear accountability for who was lead on a support issue and how to escalate.
  • Customer regularly say our support is the best in the industry.
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Helpshift Inc.
  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
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ScreenShots

Front Screenshots

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