TrustRadius: an HG Insights company

Front

Score9.2 out of 10

119 Reviews and Ratings

What is Front?

Front is a communication hub that helps businesses keep the human touch in every interaction.

Read more details.

Categories & Use Cases

Media

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Front Key Features

Learn about the best (and worst!) features Front has to offer, as determined by TrustRadius' reviewers.
Based on 119 ratings of Front's features
View all Front features

Top Performing Features

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.7

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.3

Areas for Improvement

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.7

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8.2

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 7.8

Who Buys & Uses Front

Front Reviews

What users are saying about Front.
View all Front reviews

Pros

  • Centralized communication for external client interactions
  • Improved team collaboration by preventing duplicate efforts
  • Facilitates internal discussions directly within email threads

Cons

  • Limitations in search functionality for older or specific messages
  • AI and add-on offerings are limited and incur additional costs
  • Issues with email thread management, including chronological order and identification of differences

Front. Excellent email for personal and team use.

Incentivized
Verified User
Representative in Sales (51-200 employees employees)

Use Cases and Deployment Scope

Front is the email platform we use for all communications. It allows all teams to work off single threads and communicate between teams without need for other mediums like Slack, Teams, or other internal communication channels.

My use case is on the Sales and Custom Support side of the business. I handle all inbound and outbound communications. When needed I tag and assign to different teams as needed. This cooperation between teammates is very helpful. Its also organized to keep all communication about a task in one place.

Pros

  • Templates. Make sharing specific details, instructions, and information easy. All team members can access templates. Joint effort.
  • Assigning teammates to certain threads or tasks from within Front is helpful. Quick handoff while keeping visibility on activity is helpful.
  • Metrics. Track response rates. Activity. Etc.

Cons

  • Improvement with proactive alerts.
  • Improvement with search function to add in more key words or filters.

Return on Investment

  • Ability to work from my phone. Increases my range and ability to reach my Clients and their needs.
  • Templating information and the ease I can find/insert into responses is key. Saves time and efforts.

Usability

Alternatives Considered

HubSpot CRM

Other Software Used

HubSpot CRM, Slack

Front is better than the rest

Incentivized
Racheal Pool
Managed Transportation Account Executive in Customer Service at Echo Global Logistics (501-1000 employees employees)

Use Cases and Deployment Scope

I use Front daily all day, every workday. I use emails as a way to communicate with our customers. We had problems that Front has helped cure. There were times when we would answer the same email as a coworker by mistake. The real-time viability fixed a lot of issues we were having. I am not sure how we survived before without it.

Pros

  • Real-time visibility helps us to see if someone else is working on the email.
  • Being able to assign an email to a coworker helps out.
  • The internal comment section is wonderful.
  • I enjoy the snooze feature.

Return on Investment

  • We have not had any negative impact on business due to Front.

Usability

Could not imagine working without Front

Incentivized
Cassandra Kelly
Client Success Training and Development Team Lead in Customer Service at INFUSE (501-1000 employees employees)

Use Cases and Deployment Scope

We use Front on our Client Success Team to increase efficiency and collaboration. From onboarding to challenging client questions the team is able to communicate in the platform instead of sending drafts back and forth which can increase the likelihood of human error. This has taken our team efficiency to the next level. We also use the analytics to ensure our clients are being responded to in 2 hours and see our high volume times for emails.

Pros

  • Team Collaboration
  • Analytics
  • Templates
  • Shared Inboxes

Cons

  • Out of Office Rules
  • Customer Support Availability
  • Pricing

Return on Investment

  • Efficiency has gone up
  • Client response time is tracked under 2 hours and up to par with our guarantees
  • Quick assignments of inboxes increase productivity

Usability

Front helps your business stay organized

Incentivized
Mariam BehashtiView profile
Rental Coordinator in Customer Service at EquipmentShare (10,001+ employees employees)

Use Cases and Deployment Scope

Front is just a very well organized platform. From being able to customize tags, archiving, and just navigating through the application, everything is super easy to achieve. I love being able to send emails to other branches inboxes with a simple few clicks, and being able to assign emails to certain team members also helps things in the office run more smoothly.

Pros

  • Ability to move email threads to particular inboxes
  • Being able to assign an email to a certain employee
  • Having a space within threads to have internal communications

Cons

  • I wish I was able to remove our branch from a thread that we were accidentally put in
  • Sometimes merged conversations aren't in the correct time order

Return on Investment

  • I think it's a great asset for the company I'm at

Usability

Great tool to insure smooth team work

Incentivized
Verified User
Administrative Assistant in Corporate (11-50 employees employees)

Use Cases and Deployment Scope

Collaboration between teams mostly, it's much easier with Front because we can just reference threads, copy and paste IDs, tag people from different teams to colaborate on an email or project and move emails to different shared inboxes, that insure the topics stay organized and the communication with the client streamlined.Front Analytics is also a great tool to track team performance and goals.

Pros

  • Shared inboxes
  • Comment section so the people involved can discuss
  • Tag people from different teams
  • Front Analytics to track response times and team performance

Cons

  • The emails disappear from user's view when moving to a shared inbox they're not a part of
  • Change the privacy status of a tag after it was created (private/open)
  • Some threads Front can't identify the different email correctly, creating a very long email that's hard to ready.
  • Please remove the option to tag shared inboxes, that doesn't work properly but it's still an option

Return on Investment

  • It improved really improved response time
  • Front helped with work between different teams

Usability

Other Software Used

Microsoft Teams

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