Front vs. Web+Center

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

It works well with any type of help desk/support system. This includes information technology but could be applied to any type of technical support service. It can also be modified quickly to create a totally different type of software package such as an indexing program for libraries and archives or it could be used as a permit management system. The software is very flexible and can be tailored to almost any need.

Incentivized

• 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

• Web+Center keeps a searchable knowledge base of all past issues. This makes it easy to search for solutions to recurring issues.
• Web+Center makes it easy to see where techs are spending their time and also to see which techs are your top producers.
• The automated email and text message alerts are great to alert techs right away to reported problems.

Incentivized

• 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

• I have read reviews where some people comment that the interface "looks dated". I am a believer in function over form. The interface is just eye candy and if it works well, why would you want to re-code software just to make it look different? I like the interface and can quickly find the functions I need. As for room for improvement? Well, that would depend on your location and what types of data you prefer to have access to. For me, the program is great the way it is.

Incentivized

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

We've been using Web+Center so long, that I can't even remember what offerings we evaluated. We haven't felt the need to look at others because Web+Center just works for us.

Incentivized

• 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

• I looked for years trying to find a great software package that did not require a loan to purchase. Web+Center was the perfect fit. Pricing is very affordable even for very small organizations. It is dependent on the number of technicians, not the number of customers.

Incentivized