Front vs. livepro

I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front.

Incentivized

The great thing about livepro is you can structure your content the way that suits your organisation. livepro are there to support you in deciding what may work best for your team, it is not a one size fits all solution. The system allows you to write complex processes in a simplified view so staff can easily navigate to the solution they need. The 'rocket' knowledge object allows your processes that have a lot of variation to be written up in a simple decision tree setup, taking your staff to the right outcome every time.

• 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.

Incentivized

• Easy to use--livepro is used by our casuals (who have never used the system before) and also our more knowledgeable and experienced staff, all in the same capacity.
• Positive and engaging training--before implementing livepro, we had on-the-ground training with the livepro team and they have provided us with ongoing support ever since.
• Anything is possible--livepro encourages users to experiment and to create a system that is unique to their organization/department and to always think outside the box.

• 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.

Incentivized

• Feedback module. I'm scratching for things to record in cons here. The feedback module could be improved by having further display options - being able to preview feedback without clicking into it. However, livepro have taken this feedback on board and are already looking at ways to improve.
• Admin/roles. The current way to set up the roles/permissions is clunky however this is not a space you need to use often. I'm looking forward to the new and improved version that is being worked on.

We are very happy with Front and don't anticipate changing

Incentivized

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.

Incentivized

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.

Incentivized

This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run.

Incentivized

SharePoint did not have the functionality that livepro does. We attempted to create a knowledge hub in SharePoint but were left disappointed.

• 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.

Incentivized

• livepro has improved our right first time response for our customer contact center. In the first six months of going live, our RFT response increased to the 60th percentile from 50 percent.
• One source of truth--our customer service team is confident in the answers they are providing and that they can rely on the accuracy and quality of information.
• Providing a superior level of customer service--as the team becomes more efficient in using the system, they are processing more calls and creating more meaningful outcomes for our customers. The teams percentage of missed (abandoned) calls has dropped from 4.26 percent to 3 percent since implementation of livepro.