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Starting at $19 per month per user
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What is Front?

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

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Recent Reviews

TrustRadius Insights

Front is a versatile tool that is commonly used by teams to improve email management and enhance collaboration. Users have found Front to …
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Incredibly Poor Service Standards

1 out of 10
June 16, 2022
The service is incredibly distasteful, and the sales process lacks a transparent investment into understanding customer needs and how to …
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Product Details

What is Front?

Front is a customer communication hub that surrounds every high-stakes conversation with team collaboration capabilities and contextual data to ensure responses are fast, accurate and deeply personalized. Front’s interface is inspired by familiar and easy to use email clients. Behind the scenes, its automation capabilities eliminate manual workflows across systems, and detailed analytics make it easier to improve team performance and the health of customer relationships. The vendor states that more than 7,500 businesses, including Shopify, Airbnb, Hulu, Lyft, and Mailchimp, use Front to build better customer relationships, one conversation at a time.

Front Features

  • Supported: Multi-channel messaging
  • Supported: Live chat
  • Supported: Team collaboration on customer messages
  • Supported: Calendar and one-click meeting scheduling
  • Supported: Basic automation
  • Supported: Integrations with 3rd-party tools
  • Supported: CRM integration
  • Supported: Analytics
  • Supported: Advanced workflows
  • Supported: Smart Rules
  • Supported: User and team management
  • Supported: Onboarding and solution design
  • Supported: Change management
  • Supported: Security and compliance

Front Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

Front Video

With Front, a business doesn’t have to choose between being efficient and being human: they can be both.

Front Integrations

Front Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesAll
Supported LanguagesEnglish

Frequently Asked Questions

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

Front starts at $19.

Zendesk Suite, Help Scout, and (discontinued) are common alternatives for Front.

Reviewers rate Support Rating highest, with a score of 9.8.

The most common users of Front are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Front is a versatile tool that is commonly used by teams to improve email management and enhance collaboration. Users have found Front to be incredibly helpful for addressing customer needs, ensuring equal email distribution, and providing timely responses. By monitoring mailboxes on a website, Front allows for easy collaboration among sales development, sales, and customer success teams. It collects all support accounts in one place, making it convenient to act on support questions and delegate tasks without the need for forwarding or CCing emails. With features like tagging and assigning emails to specific team members, Front ensures that nothing gets dropped and improves overall organization. Users appreciate how Front offers a one-stop solution for all emailing requirements, with its smooth interface, note recording capabilities, alerts, automation tools, and rules. Additionally, Front simplifies communication between colleagues by allowing users to comment between threads and manage emails of colleagues who are on leave. It also facilitates easy customer service offers, engagement communication, and marketing on the web. Overall, users find that Front saves time and enables effective team collaboration while providing an excellent customer experience.

In addition to the above use cases, Front also serves as a valuable tool for managing shared inboxes and maintaining inbox zero. Users appreciate how it helps them stay organized by sharing information across teams and scheduling tasks efficiently. With its chat feature between team members, Forward reduces forwarding chains and allows for more consistent messaging. Integration with platforms such as Slack and JIRA further enhances collaboration within customer support teams. Some users have found Front particularly useful for organizing leads and ensuring timely responses. However, there are some concerns raised by users regarding the lack of transparent investment into understanding customer needs and operational complexities. Nonetheless, overall feedback indicates that Front is highly valued for streamlining email collaboration through features like tags, chats, shared inboxes, advanced rules, team management capabilities, autoresponders, AI-powered functions like chatbots integration.

Timely email response time: Users have praised Front for its timely email response time, with many reviewers stating that they appreciate the quickness of the platform. The ability to receive prompt responses ensures efficient communication and helps users stay on top of their emails.

Internal collaboration in email threads: Many users find Front's internal collaboration feature in email threads to be highly valuable. This feature allows managers and team members to collaborate within the context of an email, ensuring that no interactions are missed or overlooked. Reviewers appreciate the visibility it provides and how it facilitates teamwork.

Effective notification system: The sticky notes or Comments feature in Front is widely regarded as effective by users. It ensures that no important emails, discussions, mentions, or tags are missed. With this collaborative feature, users can make comments on messages sent to joint inboxes and coordinate responses before sending them back to the sender. Several reviewers have specifically mentioned how this feature streamlines communication and enhances collaboration among team members.

Confusing User Interface: Many users have found the user interface of Front to be confusing, leading them to suggest a more user-friendly GUI that would improve usability and navigation.

Compatibility Issues with Office 365: Some users have encountered compatibility issues between Front and Office 365, particularly in terms of the link between the two apps. These issues have caused inconvenience and hindered seamless integration for those using both platforms.

Lack of Customizable Tags: Several users expressed the need for a comprehensive library of customizable tags in Front. This enhancement would enable better organization and classification of emails, improving efficiency and workflow management.

Attribute Ratings


(1-25 of 27)
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December 01, 2023

My experience with Front

Bryan R. Zapata P. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Front has resolved a lot of problems we had, it was really difficult to cover a colleague when one of them did not show at work, with the shared inboxes we do not have that problem no more.

the rules and exceptions are really simple to create, we have several rules that helps us not to miss important emails.
  • the comments in between emails are great!
  • customer service helped us create a very specific rule, something we really appreciate!
  • Front always alerts when there is an issue, and it gets resolve quickly.
  • lately the shared inboxes are being disabled, this is happening very often.
  • receiving delayed emails, also happening frequently.
  • it would be great if you could create template emails for your own use (not shared).
The simplicity of Front is what's makes it great for the organization I work, giving permitions to a certain group of people whiting the organization to see or not to see boxes is something great and useful as you can divide all the departments by sections or groups, but having them all working in the app and if somenting needs to be notified to a party member the comments in between emails can be use as a chat.

these are the common uses we give to this app but there are much more!
Score 6 out of 10
Vetted Review
Verified User
Front is a crucial factor in my daily usage. We use it to keep in contact with all of our customers and their employees. We also use it as a collaborative space to share information across teams. The usage of tags keeps us organized across the company, while the use of personal tags keeps me organized as an individual.

  • Easy to create tags
  • Easy to tag and assign co-workers in comments
  • Easy to incorporate my calendar
  • Needs clarity on how the SLA timer works and the process to stop it
  • Better options to handle phishing emails
  • There needs to be a better integration with ClickUp
A scenario where Front is well suited is in the email and comment function. It is extremely helpful the collaborate via comments in REAL time and on the actual email thread. A scenario where Front is less appropriate would be when using ClickUp consistently. There is a constant back and forth between the two systems.
Siddhant Salil | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Front is a one-stop solution to all our emailing requirements. Right from the smooth interface of emailing, the ability to comment between threads and snoozing/scheduling makes things really easy. The Customer Success Team at VWO uses Front and it helps us save a lot of time and effort making us more efficient and productive. Searching emails and commenting between the threads for internal purposes. The shared inbox makes it easy to manage the emails of colleagues who are on leave.

Front also lets us create personalised calendar links that can be used by clients to book a meeting on our calendars. This saves a lot of time both for the Customer Success Manager and the client.
  • Snoozing and scheduling of emails
  • Personalised calendar links that can be shared with the clients
  • Ability to comment between a specific email thread for internal purpose
  • Tagging colleagues easily to any email thread
  • A completely dark mode can be great
  • The snoozed emails can be made more prominent along with the time
  • Mobile front application can be improved
Front is best suited for client-facing roles wherein a lot of emails have to be managed on a daily basis. The ability to snooze, schedule, and archive emails quickly makes it very easy to use. Since CSMs have to deal with clients, Front makes it easy to book calendars by sharing personalised calendar links rather than negotiating for time slots with clients. This saves a lot of time and improves productivity.
Score 10 out of 10
Vetted Review
Verified User
Front was rolled out at my organization about 2 years ago and at first I was reluctant to change. I couldn't fathom how an email provider could provide me with anything that Gmail couldn't. Two years later and I cannot imagine work life without Front. I wish I had Front for personal email as well! I am easily able to tag coworkers into conversations for collaboration, can easily snooze conversations to come back into my inbox at an appropriate time for follow up, and overall have a better handle on my inbox. My email anxiety is significantly reduced with Front and I have absolutely loved the change it's brought in my working life!
  • Collaboration on emails drafts
  • Snoozing emails for later
  • Archive emails
  • Can see who opened
  • NA
Front is great for being able to track who read emails sent by you! It helps me to have a good handle of my book of business and I can easily collaborate with my manager and peers on specific drafts. Front's integration with other tools has proven to be very helpful for leadership visibility into my work as well.
Score 8 out of 10
Vetted Review
Verified User
I used Front to keep all the conversation with the clients organized, making sure all of them receive an answer when required and no information is lost. As well, I used it share draft with my coworkers, discuss topics over a conversation without sending messages to the actual client and be able to coordinate the answer without leaving the mail app.
  • Managing different inboxes in an organized way
  • Sharing information among team members
  • Avoiding important messages unread
  • When you sync a new account with several messages, Front inbox may be filled with spam
Front is great when you have several team members managing external customers and when you need them all synchronized with the answer. Also, it is great to keep track of important conversation threads without losing information or messages from your customer.
It is also a good tool to keep track of your potential clients because it allows to have a contacts agenda organized and clean.
Score 8 out of 10
Vetted Review
Verified User
- For sending email daily
- I can share drafts with team members to take their advice regarding the Sales objections
- It's a very user-friendly platform to manage your emails, especially within the team who targets the similar goals
  • Tagging team members
  • Sharing drafts and emails with team
  • Read receipt tracking
  • Notifications
  • Open emails aren't visible when you type the words to search in the "search bar" sometimes
  • Takes time to find the long lost email
- Best suited for large teams in organisation
- It's very good for Customer success, support, and sales team to manage their prospect communication
- No need to keep forwarding emails to your teammates when you are using Front
Score 1 out of 10
Vetted Review
Verified User
The service is incredibly distasteful, and the sales process lacks a transparent investment into understanding customer needs and how to best approach operational complexities. Our team reached out several times to review the system again after a bad experience and received no response or follow-up. In the modern age, not only are small businesses looking for innovative systems - we're looking for a creative service mentality, one that's at least attentive and transparent to a reasonable degree. None of that was present throughout the process, and the information we were provided was far from accurate.
  • Not sure, I was not extended the proper assistance, needed to review the platform
  • Service, Service, Service!
  • Transparent approach when working with clients.
Not sure, I was not extended the proper assistance, needed to review the platform
Najeeb Kakani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We implemented [Front Review] to facilitate easy customer service offers. It is a platform for customer engagement communication and better in marketing on web. Perfect on ticketing and task automation. Involving clients and teams is a good way to carry team building and save much time for other important activities.
  • Email integration and forwarding or sending easily.
  • Detailed in reporting and documentation.
  • Team work building and lively video conferencing.
  • Opportunity cost for starting is quite high.
It is always essential to involve customers and offer help when needed. Better communication and engagement allows easy knowing each other and the potential of each member. Teamwork eases complicated tasks and saves so much. Keeping track of activities and follow-up of projects. Message follow-up for the faster conveyance of information.
Score 9 out of 10
Vetted Review
Verified User
We use the front for a specific MRR range of clients. Clients that do not have dedicated CSMs are encouraged to use the front for any inquiries about anything and we are happy to sort out their issue or even point them in the right direction. We can easily tag each email with their segment, mrr, type of issue, and the product related to it. Anyone can easily pick up on the inquiries as we provide enough information internally for other CSMs.
  • Tagging
  • Internal Communication for visibility
  • Re-assignments if necessary
  • Booking Trainings
  • Zoom Meeting Integration as there are some clients who want to have a call immediately.
  • Tagging can be improved - looks scattered.
  • Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments.
This is very very useful especially having visibility to a specific range of clientele. We can easily see who is working on it, type of issue tagged, and can also collaborate using their internal notes. I can easily transfer it to a person who has more knowledge by using the reassignment feature. It is a bit less appropriate when managing my personal email as I get 2 notifications every time.
Score 10 out of 10
Vetted Review
Verified User
We use Front for a variety of purposes, including managing shared inboxes, maintaining the philosophy of "inbox zero", sharing information across multiple teams, and scheduling. The ability to chat between team members saves us the massive forwarding chain that inevitably occurs when you need input from 2+ people on a single email.
  • Assign emails from a shared inbox to a particular user.
  • Tag users in an email conversation for questions or input.
  • Integrates with our CRM, Pipedrive, and GCal.
  • Sequencing is a little weak for outbound sales.
  • The mobile app is feature limited.
  • Deleted messages can be hard to find.
I've actually already recommended Front to many of my former coworkers who are looking to manage a shared billing email inbox and a shared customer success/support inbox but are worried about overwhelming individual employees. I'm hard-pressed to imagine any scenario in which Front is not an amazing tool unless you work on an extremely small team and deal with an incredibly low volume of emails.
Score 10 out of 10
Vetted Review
Verified User
Front is being used as a tool for our team to have equal email distribution in our team. This tool is helpful because it ensures all customer emails in our public email get answered by the team in a timely manner. Avoiding potential customer escalation and making sure all customer needs are addressed quickly.
  • Internal collaboration in an email thread[.]
  • Timely email response time from our team[.]
  • Manager and team visibility on all emails[.]
  • 2nd level admins cannot change user's schedules[.]
  • More user friendly GUI[.]
  • Better Calendar function like Calendly[.]
I had a customer who has an urgent concern about their account. They already reached out to different departments but their resolution is unsatisfactory. [Its] good thing they tried to reply to our email campaigns and when a member of our team received it, it was answered and resolved quickly. Fronts really is a good tool to ensure timely resolution.
Score 10 out of 10
Vetted Review
Verified User
The organization decided to run Front to alleviate the workload process in the support area, allowing us to communicate directly via email with my clients, organize mailings and distribute problems. Front has given us the versatility we had always wanted.
  • The number one advantage of Front is that it allows me to involve multiple people in a single support process quickly and easily.
  • It helps me to visualize who is working and who is not, as well as find a solution to the mailbox and then send it in masses to my clients.
  • It is straightforward to set up; there are no customization problems.
  • It is an expensive program; for an organization with few users, it is not feasible to make such a high investment.
  • The reports are sometimes inconclusive in terms of data.
I recommend Front to all my friends and colleagues looking to manage email communication with their clients and work processes on a team level. It helps in essential aspects such as communication and attention to tasks. It will serve you with many alternatives.
Darren Mihalic | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Front is a customer communication hub that allows organizations to provide customized services. The platform of Front brings all channels into a single platform. It amalgamates the automation of CRM and simplifies emails in a refined way. I have been using Front in our customer development department. It has given me the liberty to collaborate on projects that have several team members.
  • I have been using Front because it has great task management and inbox organization abilities as compared to different emails.
  • Front has allowed me and my team to act on different questions and even delegate easily without needing to forward emails or CC them to the accurate and correct contact on an internal level.
  • I just simply assign an email to a user which easily moves it to their queue.
  • Its customer support is professional and reliable.
  • Even though Front has all great features and it is a great tool but in spite of that there are certain cons which should not be overlooked. The most important con of Front is its absence of new formats.
  • The application does not consist of a web application which could be quite profitable in the longer run.
It doesn't really matter if you are either a recipient or a sender when it comes to a user of Front because with Front your life can get so much easier. Right from the start Front will showcase you different methods of organizing all of your daily emails. When there is something new coming your way then you will have the power to control and administer what is going to happen with that specific email so that is why I think Front is a great tool and I would highly recommend it.
Alena Burda | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Front, a Customer Communication Management Software is a cloud-based collaboration tool for small and medium businesses. Front is a hub for customer satisfaction that allows businesses to offer tailor-made service at scale. It combines the simplicity of the email inbox simultaneously with the automation and insights of CRM. With Front, teammates from all departments can work together to send out the best replies faster, keep messages organized across channels, and always maintain a personal touch.
  • Front is the best tool for email marketing as it saves the user’s time that will be required on spending forwarding emails.
  • Front can be used easily without any hindrance even by all the team members without facing any difficulty.
  • Also, through the shared box of Front, users are able to make connections that are strong and effective with their respective customers.
  • Even though I have had a good experience with Front there have been certain times when I felt that there is a missing element in Front such as its dashboard is quite bulky which creates so many problems due to which you can miss several important messages.
  • Another drawback is that Front is quite expensive due to which only large companies can use it and this is not affordable for common people.
Front is undoubtedly the best tool and it will prove many benefits in managing several workflows. If you want to have a better interaction with customers there surely Front is the best choice as it gives guaranteed services to the customers. Moreover, running an online business with Front is always enjoyable as well.
Ben Pincus | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It has helped us manage inboxes very quickly, especially between multiple users; it also reduces mass mailing by letting us tag ourselves in emails of our interest and receive notifications whenever any changes are made within the shared inbox. It helps us to flow information through email more efficiently.
  • I like Front, its interface is friendly and straightforward, plus it helps me reduce email forwarding while making information flow more appropriately.
  • My entire team is notified every time a change is made within the group inbox.
  • It has features that make it easy for us to manage personal and group email, manage inbox messages, tag third parties in messages, reply to messages, and more within one platform.
  • It allows for an incredible flow of communication with group participants and customers.
  • I have no problems with this application so far; it has excellent features, functions, and templates that simplify managing personal and team inboxes.
Saves time and energy in managing personal inboxes notify all group members when any modification is made in the group tray and has templates that make the job much easier. Worthwhile.
Peter Suter | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Front is adaptable, has an incredible technical support group, and uses the "email illustration" with a visit to make its cooperation and correspondence includes straightforward. Progressed web index, Discussions include, basic yet [expandable] UI, rules and SLA robotization instruments, Team, Sequence, and so forth Combinations. Investigation highlights and reports help supervisors and HR staff put together and improve customers' communication methodologies [and] subsequently raise clients' appreciation.
  • It comprises a wide assortment of marvelous abilities to share, remark, designate, delay, and reemerge different issues to construct zero inbox conceivable outcomes.
  • Arranging messages naturally into various group inboxes is the most go to highlight.
  • The capacity to impart messages to associates and have discussions on the message itself.
  • The capacity to clear inbox with nap or auto files additionally has assisted with remaining coordinated and set subsequent updates easily.
  • The fundamental disadvantage of Front is its absence of new formats.
  • The versatile application isn't as full-included as a web application and could profit from additional updates.
  • Messages sent, filed, or erased from Gmail are not synchronized with the Front inbox.
Front is easy to use, providing consistent client experience, notifications, work area application, examined messages, and draft altering highlights. Eliminates superfluous messages inside and between groups, making a more fluid work experience. The in-string notice highlight, which permits side discussions about the email content without expecting to advance. The format is quite wonderful to utilize.
May 10, 2021

Front of the pack

Score 10 out of 10
Vetted Review
Verified User
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.
Jonatan Serna Higuera | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Front every day. It has become such a good partner-app, through all our company, from top to the bottom. Everyone loves it because it provides you with not only emails, but a better way to communicate things. It also helps you to keep everything well recorded with notes, comments, alerts, automatization, rules, and a ton of features and benefits that it has.
  • 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.
  • Compatibility- we are using Front with Office 365 and we have had few scenarios where the link through those apps does seem to go well.
  • Responsive design- besides the mobile app, we would like to have a better responsive design. Sometimes we will need to use it on tiny or big screens, and only then Front tends to show some gaps.
  • Tags- we would love to have a library of our own tags where we can classify them, organize them, and count on them at any time.
No matter if you are the sender or recipient, Front will make it easier for you because [from] the beginning it shows you different ways to organize your daily emails. When something new is coming, you will still have the power to control what is going to happen with that email, whether you assign it to yourself, or send it to a colleague, but never missing an interaction.
August 28, 2020

Front and Center

Score 10 out of 10
Vetted Review
Verified User
Our marketing and client success management teams use Front but the rest of our company doesn’t. It addresses the problem of collaboration via email being clunky and difficult by streamlining it with tags, chats, and shared inboxes. It’s easy to assign an email to someone and they’ll get notified, chat with someone about an email directly below it, etc.
  • Collaboration
  • Organization
  • Assignments
  • I wish that my first email in the inbox would not be marked as read when I open front. I always have to mark it unread before moving on to whatever task I opened front to do.
Where collaboration is needed, so is Front. This is super helpful for teams that work in tandem to be able to have a chat directly below an email thread, removing the need to move the convo to Slack or Gchat.
Score 8 out of 10
Vetted Review
Verified User
Front is used primarily by our customer-facing roles. We utilize the comment and shared draft features frequently to enable more consistent messaging across all of our customers. Front also integrates easily with Zapier, allowing for easy development of automated emails.

Front also has a great shared inbox feature which makes department-level email management very simple and allows for team-wide visibility.
  • Great commenting features for cross-collaboration - makes internal email forwarding unnecessary.
  • Strong Zapier integrations.
  • Strong multiple-inbox management tools.
  • Very strong search feature.
  • Commenting doesn't translate across all threads, meaning you end up with two threads in your inbox that contain the same information, but only one has commented - very confusing.
  • When copying text from other sources and pasting into email draft, it looks uniform in the draft, but when received, the formatting is different.
  • Emails sent sent, archived, and deleted natively in Gmail do not always sync with Front inbox.
The tool is great for users who are dedicated to learning the extent of its functionality; however, training is often slow and laborious for users used to classic inbox platforms like Gmail or Outlook. The lack of folder features also makes it difficult for new users to get used to, especially if you're migrating from a traditional inbox management software.
Patryk Odedina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Tim Berman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
Rick Scouffas | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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.
Score 5 out of 10
Vetted Review
Verified User
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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