Front vs. HelpSpot

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
HelpSpot
Score 4.2 out of 10
N/A
HelpSpot is an affordable, web-based help desk system. It is available as a SaaS product or can be hosted by the customer behind a firewall. Pricing is by named user.
$49
per month
Pricing
FrontHelpSpot
Editions & Modules
Starter
$19
per month per user
Growth
$49
per month per user
Scale
$99
per month per user
No answers on this topic
Offerings
Pricing Offerings
FrontHelpSpot
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
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.
More Pricing Information
Features
FrontHelpSpot
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Front
-
Ratings
HelpSpot
9.0
1 Ratings
13% above category average
Organize and prioritize service tickets00 Ratings9.01 Ratings
Ticket creation and submission00 Ratings9.01 Ratings
Ticket response00 Ratings9.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Front
-
Ratings
HelpSpot
9.0
1 Ratings
15% above category average
Internal knowledge base00 Ratings9.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Front
-
Ratings
HelpSpot
9.0
1 Ratings
16% above category average
Email support00 Ratings9.01 Ratings
Best Alternatives
FrontHelpSpot
Small Businesses
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Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
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
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FrontHelpSpot
Likelihood to Recommend
8.3
(27 ratings)
9.0
(3 ratings)
Likelihood to Renew
-
(0 ratings)
2.3
(2 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
9.8
(5 ratings)
-
(0 ratings)
User Testimonials
FrontHelpSpot
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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UserScape
HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
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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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UserScape
  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.
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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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UserScape
  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
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Likelihood to Renew
Front
No answers on this topic
UserScape
My current job does not use this platform as it is not necessary for my job function.
Read full review
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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UserScape
No answers on this topic
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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UserScape
No answers on this topic
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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UserScape
HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
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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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UserScape
  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities
Read full review
ScreenShots

Front Screenshots

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