- I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender.
- When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other.
- Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them.
- 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.
- Omni-channel communication.
- 2-way SMS.
- Team inbox.
- Pipedrive integration is not a live 2-way sync.
- Intercom integration is not 2-way.
- Cannot handle multiple device contact records, so if somebody chats on a cell phone and is identified, then chats in at work, they will have 2 contact records forever.
- The setup for multiple inboxes is simple and flexible -- no additional costs either.
- Their support team is extremely responsive and tries extremely hard to help out should problems arise.
- They took a suggestion and implemented a new feature based upon my input within 6 weeks of initial notification.
- Front's reliance on being a better way to handle support email rather than a more traditional support ticketing system has its practical limits. For small outfits with low support volumes and relatively simple workflows, Front is probably a good option. I fear that we're outgrowing it quickly.
- It's confusing how to manage ongoing support threads because everything looks like an email and it's not always clear to our agents as to when the issue should be "closed".
- Templated responses and rules are OK, but some of the rules are not easily configured -- there is a learning curve as some settings aren't well documented and/or are not intuitive.
- They don't have any sort of FAQ solution, meaning that canned responses cannot be reused in a knowledgebase or similar resource elsewhere in our solutions -- another reason why we might need to consider other options in the future.
- Assigning emails across a number of users.
- Rules that allow for emails to be filtered and assigned automatically.
- Shows the flow of a conversation well, with comments and tags in the timeline.
- I sometimes lose emails between support accounts and my own personal email in Front.
- More reminders/updates on emails that sit for a period of time.
- Organizes complex or otherwise chaotic emails
- Gives reports for speed of contact
- Allows you to use multiple users and organize projects between them.
- The exports are not great. They are hard to select and you never know what you are going to get.
- The reports work really well for some things but not for others
- It is pretty expensive per user.
Front Scorecard Summary
Feature Scorecard Summary
Front is a shared inbox for teams that unifies your email, customer communication channels, and apps in one platform. According to the vendor, Front helps teams collaborate efficiently and have more context and visibility into every conversation, to work faster and better together.
With Front, teams can bring all their communication channels like email (contact@, info@), live chat, social media, SMS, and voice, and more than 40 other business apps like Salesforce and JIRA into a single collaborative platform to manage all their conversations and workflows in Front.
Core features of the platform include assigning and commenting on conversations, workflow automation, and real-time group editing that allow teams to work together and respond faster to incoming messages.
Today, more than 2,500 businesses like Shopify, HubSpot, General Assembly, Convoy, and onefinestay use Front for work communications. Founded in 2013 by Mathilde Collin and Laurent Perrin, Front has raised $13 million in venture funding and has 50+ employees in its San Francisco headquarters and Paris, France office.
Front Support Options
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|Video Tutorials / Webinar|
Front Technical Details
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