Front Reviews

13 Ratings
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Score 8.2 out of 101

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Reviews (1-8 of 8)

Patryk Odedina profile photo
Score 10 out of 10
Vetted Review
Verified User
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Our sales and processing team use it to communicate with our customers. As many people usually touch a customer's file, it is simple to share access to an email or text thread.
  • Allows multiple people access to text and email threads
  • Allows you to draft an email for someone else to control and send
  • Integrates text and email into one inbox
  • Color coding between text and email.
  • Customized notification preferences.
I've actually never used an interface like this. If you use both text and email for communication with customers, this is great! Also, if you need to give multiple people access to be able to respond to one client.
Read Patryk Odedina's full review
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November 07, 2019

Front of the pack

Score 8 out of 10
Vetted Review
Verified User
Review Source
Front is currently being used by our customer development team and some members of our sales team. It allows us to collaborate on projects that have multiple team members who need to see an email without requiring us to fwd or cc everyone on the chain, we can even collaborate and make edits before an email gets sent back. We also use front because it has super task management and inbox organization capabilities compared to other email inboxes
  • The snooze function is great as it lets you work on what is important and delay less time-sensitive things to later, helping you keep a clean and organized inbox.
  • The tag functionality is helpful to keep specific types of emails linked together. I like that you can add multiple customized tags all to one email.
  • The sharing capabilities are useful when working with multiple members of a team.
  • Sometimes it gets glitchy or lags a little bit.
  • Once and awhile emails get stuck as drafts or won't archive or send when you want them to.
  • I want better integrations with other software tools.
Front is great for anyone who lives in their email inbox and needs to stay organized. It is less useful in roles that don't require you to send or receive very many emails. It is also helpful for team-based roles because of its sharing capabilities. It is probably more useful for larger and growing companies.
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Score 9 out of 10
Vetted Review
Verified User
Review Source
The Front app is being used by the customer support team specifically. It is one of the most modern email management tools for customer support. This has made the entire CRM process for us very efficient, with its set of advanced rules, team management, autoresponder, and AI. It also has good integrations with tools such as Slack, JIRA, etc.
  • Email management: it has a comprehensive set of rules for email categorization, as well as team inbox allocation, which makes the rostering and turn-around time very efficient.
  • Custom plugins: they have great custom plugins. We have integrated our native chat using the custom plugins, and it allows us to offer a very seamless user experience to our users.
  • Integrations: They have integrations with all the top tools that a customer support and technology team use, such as JIRA, Slack, etc.
  • Pricing: it tends to become costly when you scale up your team..for a smaller organization, this is definitely worth a buy.
  • Speed: it tends to become slightly slow when you staff a team of 50+ members and have over a few million emails, but I'm not sure how other tools would perform in this scenario.
It is well suited for startups that wish to manage customer communication in an efficient manner. It is easy to set up, manage, and optimize, and doesn't require deep tech knowledge. For larger orgs, it becomes costly, and won't be the ideal CRM tool. Also, it needs custom development to integrate your own voice/chat tools with Front.
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Rick Scouffas profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source
We are currently using Front as a way to monitor mailboxes that visitors to our site can contact us. We have our sales development, sales, and CSM teams all using it which allows for easy collaboration. It helps make sure we have multiple sets of eyes monitoring inquiries so nothing slips through the cracks.
  • 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.
Front is definitely good for teams that are spread out, in different locations. It's also a very good way to integrate general mailboxes such as a "sales@" type email, and your individual work email so you don't have to continually log into multiple email boxes.
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Tim Berman profile photo
Score 8 out of 10
Vetted Review
Verified User
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We use Front for omni-channel communication, both for sales and support. We also use it for internal communication. It helps us to talk to customers in the way that is easy and frictionless for them, without multiple windows.
  • 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.
Businesses with multiple contact channels should consolidate in Front to keep up with a volume of digital messages.
Read Tim Berman's full review
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Score 5 out of 10
Vetted Review
Verified User
Review Source
We use it for customer support for sub-branded websites. We share this responsibility across the Customer Success and Product areas of our business. Front primarily solves the problem of multi-branding of our support needs, as these websites are branded differently from our corporate domain and we do not want our corporate brand to be visible in our responses.
  • 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.
Front is great when you have a relatively simple support workflow and do not need any sort of knowledge base or similar functionality. If you map out commonly-asked questions well and turn those into canned responses, Front makes it easy for an agent to respond quickly. However, since Front is completely based upon an email concept, automation of such responses is limited to subject line matching or similar. You can have different sets of responses for different mailboxes, though that's not a common solution for most businesses.
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Tom Davies profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Front to collect all of our support accounts in one place. It allows our team to act on support questions and delegate easily without having to forward emails or CC them to the correct contact internally. We simply tag/assign an email to a user which moves it to their queue so nothing gets dropped on our end for the customer.
  • 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.
If you have an expansive support team that focusses less on ticketing and more on getting problems solved asap, then Front might be the best solution for you. We tried using systems like Desk.com and Zendesk and it didn't flow well with our users who wanted normal email conversations with us. Front allows us to collect our resources and support customers from across our organization.
Read Tom Davies's full review
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Score 7 out of 10
Vetted Review
Verified User
Review Source
We use it in our sales team to organize our leads coming in from various points. We have a lot of e-submissions from various websites and this is a great way to bring them together and use Front to make sure they all get taken care of swiftly and in a very organized way.
  • 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.
If you need a way to organize emails, and work with them from a team setting, it is great for that. If you just have a lot of emails, it is an expensive way of organizing yourself even better. If you don't have someone who is savvy with technology to help you set it up, it may be hard to get the results what you need.
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Feature Scorecard Summary

Task Management (1)
7
Gantt Charts (1)
5
Scheduling (1)
6
Workflow Automation (4)
9.3
Mobile Access (6)
8.3
Search (7)
8.2
Visual planning tools (1)
5
Chat (1)
8
Notifications (7)
7.2
Discussions (2)
6.0
Integrates with Gmail and Google Hangouts (7)
9.0
Integrates with Outlook (3)
9.3
Video files (3)
9.3
Audio files (3)
9.7
Access control (5)
9.5
Integrates with Google Drive (4)
8.0
Device sync (2)
9.5

About Front

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.

Categories:  Help Desk,  Collaboration

Front Features

Project Management Features
Does not have featureTask Management
Does not have featureGantt Charts
Does not have featureScheduling
Has featureWorkflow Automation
Has featureMobile Access
Does not have featureFile tracking
Has featureTagging
Has featureSearch
Has featureIntegrates with other Project Management Tools
Does not have featureVisual planning tools
Communication Features
Does not have featureChat
Does not have featureStatus updates and activity feed
Has featureNotifications
Has featureComments and feedback
Does not have featureDiscussions
Does not have featureUser directory and online status
Has featureSharing and privacy
Does not have featureSurveys
Does not have featureInternal knowledgebase
Does not have featureIntegrates with Skype
Does not have featureIntegrates with GoToMeeting
Has featureIntegrates with Gmail and Google Hangouts
Has featureIntegrates with Outlook
File Sharing & Management Features
Does not have featureVersioning
Has featureDocument files
Has featureImage files
Has featureVideo files
Has featureAudio files
Does not have featureDocument collaboration
Has featureShared folders
Has featureAccess control
Does not have featureAdvanced security features
Has featureIntegrates with Google Drive
Does not have featureIntegrates with SharePoint
Does not have featureDevice sync
Has featureWeb interface
Does not have featureFile change notifications
Has featureSimultaneous editing

Front Screenshots

Front Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No
EditionPricing DetailsTerms
Basic$15per user/month
Premium$29per user/month
Enterprise$49per user/month

Front Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Front Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Countries:All
Supported Languages: English